FAQ
How will I need to prepare my home for the works to be carried out?
For the internal works to your home, all areas will need to be cleared and we will put down dust mats. Do not stress or strain yourself by moving any heavy furniture as our workers will assist you.
Who can I contact with any issues I have throughout the works?
Your main point of contact will be your Resident Liaison Officer and in some cases other members of the site team. Contact details can be found within the Contact Us section at the top of the homepage or by clicking one of the links below:
South East & East Region
West Midlands Region
Yorkshire Region
North West Region
South West Region
In the event of an emergency can I reschedule my refurbishment?
In some circumstances, yes. You should contact your Resident Liaison Officer who will advise you best. EQUANS does operate a key holding service, where you can provide us access to your home in your absence for works to continue. Your Resident Liaison Officer can explain this to you in further detail.
Can appointments and/or works be completed out of hours?
Appointments and refurbishment will only take place within our contracted hours (between 08:00 and 17:00). If you have any queries or concerns regarding the works, please contact your Resident Liaison Officer or site team.
What is the turnaround time for my kitchen and bathroom refurbishment?
On average, kitchen and bathroom refurbishments are completed within a 15 day period. This may vary as some homes may only be having refurbishment to one of these areas.
Is there an 'out of hours' emergency contact number?
Yes, in the event of an emergency please contact your regional team using one of the numbers below:
South East & East Team: 0208 236 0552
West Midlands Team: XXX
Yorkshire Team: 0800 019 0919
North West Team: 08453 899 563
South West Team: 08000 190 919
Will residents still receive newsletters?
Residents will no longer receive newsletters.
Regular updates on our progress are available from your appointed Resident Liaison Officer, you can find their details within the Contact Us sections at the top of the homepage or by clicking one of the links below:
South East & East Region
West Midlands Region
Yorkshire Region
North West Region
South West Region
Please note that work updates will not be provided for works to street properties. If you require an update about works at your specific property please contact the appointed Resident Liaison Officer covering your area (Please refer to Contact Us section).
What if I am not happy with the choices made available?
If you are unhappy with the choices made available for your refurbishment, please contact your Resident Liaison Officer or a member of the site team who will be able to assist you with your options.
Please note: You may change your mind about the style or colour you have chosen, however you must let us know about any changes within seven days from the date on your 'choice' form. Any requested changes after this date may not be possible.