Our commitment to delivering improvements to your property

◆ Keeping to appointment times and notifying us of

any change in circumstances as early as possible.

◆ Remaining flexible when re-arranging

appointments.

◆ Being polite to sta� and Trust representatives.

◆ Feeding back to us when you have a problem or are

unhappy with the service you have received, so we

can put it right.

helpus by

You can

Local Service Standards

www.bvt.org.uk Bournville Village Trust, Estate Office, Oak Tree Lane,

Bournville, Birmingham B30 1UB.

maintenancePlanned

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58887_BVT_Planned_Maintenance_v4.indd 1 05/09/2011 12:34

◆ Provide you with an indication

of whether any of the following

improvement work will be undertaken

in the next six years:

Kitchen

Bathroom

Rewiring

Central Heating

Windows

External Painting

◆ Before the work begins, we will assess

any specific needs you may have

and take these into account when

planning and carrying out the work in

your home.

◆ Discuss your choices with you (where

available) and agree these before the

work begins.

◆ Provide you with the following

information at least four weeks before

the work starts:

Who the contractor is

When the work will begin

The likely duration of the work

The likely impact of the work

A dedicated contact at BVT for

all your queries, concerns or

complaints

A DVD or brochure containing

further information on the work

that is being carried out

◆ Agree with you the actual start date

in advance. At least three days prior to

beginning the work, the contractor will

contact you to con� rm the start date.

◆ Reimburse you for any approved work

you undertake, if you then leave your

property. (Policy available on request

or on the website).

◆ Arrive punctually for any appointment

we make with you and tell you if we

are unable to keep the appointment.

If we miss an appointment and do

not tell you, we will pay you £10

compensation.

◆ Give you the opportunity to provide

feedback on the service you were

provided, act on negative feedback,

and inform you of what we learned.

promiseto you

Our

promisewe will

To meet this

We are committed to delivering improvements to our properties to ensure they are up to the government- recognised standard. When you are receiving planned improvements to your home, we will ensure you are provided with all the information you need and carry out the work in an effi cient and professional way.

58887_BVT_Planned_Maintenance_v4.indd 2 05/09/2011 12:34