Salix Homes. Releasing the potential

Home standards

This area covers standards relating to the condition of your property, and also its suitability to your requirements in terms of mobility, care etc.

Improving your home

Our Programmes team are responsible for ensuring that all homes meet the Government's Decent Homes Standard, which means that they are warm, weather proof and have reasonably modern facilities. We have an ongoing programme of improvement works to achieve this standard for all homes. The work includes installation of central heating systems, kitchens, bathrooms and other external works. All our properties are currently forecast to meet the Decent Homes Standard by 31st April 2015.

You should expect this service to meet the following standards:

  • We will publish an up to date improvement plan every year, giving you details of where and how many properties we are aiming to improve, and when you should expect improvement works to start and finish in each area.
  • We will write to you at least four weeks in advance of when improvement works will begin in your home, giving you details of the work to be carried out and any preparations you will need to make before we start.
  • We will provide you with a dedicated customer liaison officer, who will be available by phone or for a home visit to discuss any questions or issues you have before, during, or after the work.

Keeping your home in good repair

We aim to provide an excellent repair service that is responsive to your needs, and is available 24 hours a day, 365 days a year. The freephone number for all repair reports and enquiries is 0800 218 2000.

We also aim to ensure every property that becomes empty is returned to an excellent standard of cleanliness and repair before being relet. We have worked with customers to develop a Lettable Standard, which is a step by step picture guide of what you should expect your home to look like when you move in.

You should expect this service to meet the following standards:

  • We will provide you with a range of flexible appointment options before we carry out any work that requires access to your property.
  • We will confirm appointments by text message. We will also send you a reminder text message 24 hours before the appointment is due, and again when our operative is on the way to attend.
  • We will attend to or carry out all repair in accordance with our published timescales: Emergency - within 1 working day; Right to Repair - within 3 working days; Non Urgent - within 10 working days; Low priority routine - within 40 working days.
  • We will carry out all works required to ensure that your new home meets our Lettable Standard by the time you move in. We will also provide you with a copy of our Lettable Standard when you sign up to your tenancy.
  • We will ensure that all of our properties are kept secure while they are vacant.

Keeping your home safe

Our Specialist Services team is responsible for ensuring that all gas appliances in your home are safe and in good working order.

You should expect this service to meet the following standards:

  • We will safety check any gas appliances in your property every 10 months, and write to you at least 10 working days in advance of when your next check is due to arrange an appointment.
  • We will provide you with a range of flexible appointment options when arranging your gas safety check.
  • We will also check your smoke alarm when carrying out a gas safety check, and install a smoke alarm free of charge if there are none fitted.

Supporting you in your home

We recognise that some of our customers need extra support to live as independently as they are able. We can help in a number of ways to access the kind of care that meets your needs.

The following standards detail the kind of help we are able to provide:

  • We will ensure you have access to any equipment you need that improves your ability to live independently in your home.
  • We will carry out minor adaptations (small changes costing under £1,000) to improve your ability to live independently in your home.
  • We will support you in accessing major adaptations if your home is not appropriate to meet your needs, or help you find a home that is easier to live in if your home cannot be adapted.
  • If you move in to sheltered housing, we will provide you with a full induction and introduction to the scheme and your home, including a Welcome Pack. We will also provide you with access to information through the leaflet racks available on schemes.
  • We will ensure all sheltered housing wardens are appropriately trained and provide a service that is responsive to your individual range of needs.
  • We will ensure that if you are living in sheltered housing, you are contacted by intercom at a frequency that has been agreed with you.
  • We will ensure that you receive a needs and risk assessment if you move into sheltered housing, along with a support plan tailored to your needs. We will also review these on a 6-monthly basis.

How we are doing

You can look at how well we are meeting these standards by clicking here.