Empty Home
promise
WULVERN
promises
Our Promises to you
We promise to complete all essential repairs before you move into your
new home. This includes:
Repairs to make the home secure
Repairs to any defects which would effect customers health or
jeopardise their safety
Repairs that are much easier to carry out whilst the home is empty
Repairs to make the home fit to live in
A gas and electrical safety check including portable appliance testing
(PAT testing)
Repairs after you have moved in
Our goal is for you to move into your new home as quickly as possible,
there may be times when we carry out none essential repairs as soon
as possible after you have moved in. We will highlight the work which
is outstanding and a convenient appointment will be made to carry out
these works.
We promise your home will meet the
Outside your home
Fences, brickwork, walls, paths and driveways
will be safe. We will carry out work to repair or
replace wooden fencing which borders public
footpaths or highways. Chain link fencing will
be provided between boundaries that are not
secure with other properties.
Gardens
We will make sure the garden is free of
rubbish and clear of the previous customer’s
belongings. Grass and hedges will be cut back
to a manageable level.
Doors
Doors will open and close and handles, locks
and catches will work. New locks will be fitted to
external doors. Door frames will be sound and
any glass panels will be secure and safe.
Windows
Windows will open and close, glass will be
secure, not broken and meet health and safety
requirements. Catches will work and we will
provide keys for any window locks fitted.
In the bathroom
The toilet will have no cracks or leaks, will be
clean and will flush properly. The bathroom will
have at least a working bath or shower, a washhand basin and a toilet. Taps will turn on and
off and all sinks and baths will have a plug.
following standards:
In the kitchen
Wall and base unit doors will open and close
and catches will work. Cupboard drawers, door
handles, door and drawer facings, sink and
worktops will be in satisfactory condition. The
kitchen will be free of leaks and the taps will
work properly.
Heating
All heating appliances will work properly and
all parts will be in satisfactory condition. Help
and guidance will be made available for your
electrical heating system. If you have gas
central heating, an engineer will visit your new
home to commission the boiler, at this visit
please ask the engineer to show you how to use
the system.
Electrical fittings
Sockets, switches and light fittings will be safe,
work properly and all components will be
present, correct and clean. All homes will have
an electrical safety check carried out before
you move in. Our Empty Homes Team will also
ensure there are sufficient number of sockets in
each room.
Inside your home
We’ll make sure that your new home is cleared
of the previous customer’s belongings including
the loft.
Cleanliness
We’ll make sure your home is cleaned to an
acceptable standard before you move in.
This means that
Floors will be swept and cleaned
Bathroom fixtures and fittings will be
cleaned
Kitchen units and worktops will be cleaned
Carpets/ floor coverings will be removed if
not in a reasonable condition and do not
meet health and safety requirements
All rooms will receive a general clean
Safety
Smoke detectors will be fitted in all of our
homes. If required by regulations, carbon
monoxide detectors will be installed and we will
also carry out a gas safety check.
If your home has a solid fuel appliance or open
fireplace, we will sweep the chimney, test the
flues and service any solid fuel appliances.
Facilities
Providing there is room we will make sure your
home has a space for a fridge/ freezer and
has washing machine points and appropriate
drainage. In the kitchen there will be a gas or
electric cooker point.
Decoration
If we feel the condition of the decoration in
your new home is not of a good standard we
will offer you either decorating vouchers or a
paint package to help you to redecorate.
Making your home work for you
We want you to be happy in your new home and will work with you to
make your home work for you. In addition to the repairs carried out in
our empty homes promise, you may request the following additional
works to be carried out to make your home work for you:
Increase the space to accommodate a larger cooker*
Provide a gas cooker point if you have a gas cooker
(providing the property has a gas supply)
Provide space for a tall fridge/ freezer *
Provide space for an under counter fridge and a separate under
counter freezer *
Provide space and vent for tumble dryer*
Remove a coal bunker if you do not want to use it
We may be able to assist in providing disabled adaptations to your
new home. Please discuss your requirements with Wulvern during your
interview or following on from your viewing.
(*These provisions may mean that you lose cupboard space)
Wulvern’s empty home promise is our promise to you
in respect of the condition of your home when you
move in. This is the minimum condition, you must
maintain your home throughout the duration of your
tenancy as stated in your tenancy agreement.
Measuring Our Promise
We will measure how long it takes to let our empty homes
We will measure how many homes are ready to let against the
agreed completion date
We will measure how many homes report outstanding repairs against
the empty homes promise within the first four weeks from sign up
We will contact all new customers to determine how satisfied they
were with our empty homes service
We will compare our performance both nationally and locally with
similar landlords
Value for Money
We will consider and review the three key elements to delivering value
for money:
Economy:
We will keep a close eye on what it costs to provide the service
Efficiency:
We will continuously explore ways of reducing waste and improving
Effectiveness:
We will measure the impact of what we achieve
Our Value for Money goals are:
Providing the quality of service customers want at the best price we
can achieve
Providing the right service to the right people at the right time
Spending wisely and buying better to get the maximum benefit from
our resources
Directing resources towards Wulvern’s key priorities and objectives
Achieving high levels of Customer Satisfaction
If you decide to move out
of your home this is the
condition in which we
expect the property to be
returned back to us.
This is not the condition we accept.