Our new Customer Home Improvements Policy, previously known as Tenant Led Alterations, and a revised procedure make it quicker and simpler for us to deal with requests.
They provide clear information about home improvements including how to apply for permission, customers’ responsibilities, and reasons permission may not be given.
Importantly, they also help us ensure all customers live in a safe and comfortable home.
There are now four categories of improvements:
Some jobs can be done without our permission, such as retiling a kitchen or bathroom, painting internal walls or fitting new carpets.
But customers must read the Customer Home Improvements Policy before starting work as it has important conditions and safety information.
If the proposed works are classed as minor improvements, customers can apply using the customer portal, email hello@believehousing.co.uk or telephone 0300 1311 999.
This could include new light fittings, doors and garden sheds and measures to lessen climate impact such as solar panels and electric vehicle charging points.
We will provide a list of our requirements, such as safety certificates, and written permission. This is a free service, but customers must have permission before starting work.
We now charge £60 (£50+VAT) to deal with a request for major improvements, which require a physical survey or home inspection before we can agree to the works.
This is to ensure work is carried out safely and will not cause issues to the structure of the building, infringe on neighbouring homes or cause nuisance to neighbours.
In 2022 we received about 200 home improvement requests a month, and this charge aims to offset some of the associated costs of dealing with them. It is significantly less than other providers who charge for the service.
We have also outlined why we don’t allow certain alterations to believe housing properties such as painting of external doors, removal of internal walls and painting of kitchen units. This is alongside cat flaps, garden ponds and log burners which have never been allowed.
To find out more about customer home improvements please visit: www.believehousing.co.uk/in-your-home/home-improvements/
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