FutureFit

Our
Property
Standards
What you need to know

Delivering excellent
services through
resident-led management

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Welcome
KCTMO is committed to investing to make great homes and communities. This
means we aim to provide the best possible homes and services to our residents.

What is FutureFit?
Weve produced a five year investment plan called FutureFit. This sets out the
work were planning to carry out to estates and inside homes. It says, for example,
when we plan to replace kitchens, bathrooms, lifts and communal heating systems.
This will enable us to meet our investment standard objectives in the long-term by
keeping homes in a good condition.

The plan is based on surveys that have been carried out to the inside of tenanted
properties, the external areas of blocks and of communal services (such as electrics
and communal heating); these surveys tell us when work may be required. Were
constantly updating this information with further surveys.

We will then carry out planned work in logical geographic locations, so that
properties in the same area will be done at around the same time. External work is
planned within the seven year cyclical decorations programme. We try and combine
external work, such as brick repointing or roofing, to be done at the same time as the
cyclical decorations are due; this minimises the number of times we need to put up
scaffolding. The plan will show when we intend to carry out work in a block; but it
doesnt guarantee that we will, for example, replace a kitchen or bathroom - that will
still be subject to a detailed survey to see whether the work is required or not.

Work will be compliant with all relevant statutory requirements and normally
undertaken between the working hours of 8.00am to 5.00pm on weekdays. If there
are any delays or unforeseen work, you will be kept fully informed through your
resident liaison officer.

This booklet introduces the service standard leaflets for all our planned investment
work, so that you know what to expect. Within these leaflets is information to help
you prepare for the work to be carried out, so that youre ready when our contractors
arrive.

The type of work we carry out will depend on the condition of your property and
whether your property is due for any external decoration.

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Introduction
We will try to, where possible, complete internal and external work at different
times so that access can be arranged efficiently and keep inconvenience to a
minimum. Where we are carrying out external redecorations and are erecting
scaffolding well also try and complete as much external work as is necessary. For
example, we will also take the opportunity to inspect and repair brickwork.

Im a leaseholder: will I receive planned maintenance work also?

This booklet is for both leaseholders and tenants. If you are a leaseholder we
will only carry out planned investment work to the outside of your property e.g.
windows (wide scale renewals only undertaken if there is clear evidence of value
for money), doors, roofing and decorating. In accordance with the terms of your
lease we will consult with you first before we undertake any major work, using the
Section 20 consultation process.

Do I have to pay for planned maintenance work?

If you are a tenant, planned maintenance work costs are covered in your rent
payments.

If you are a leaseholder you will be recharged according to the terms in your lease
and will be fully consulted before we undertake any major work.

Who will carry out the work?

We use a range of competent contractors to carry out planned maintenance
work. All of them carry identification badges, which should be clearly displayed
at all times. If you are ever unsure whether a contractor is employed by us, please
contact us. Our contractors will be happy to wait outside your home while you
check their details.

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 FutureFit
Planning FutureFit
How do we choose which properties will benefit?
Every year we survey a large number of homes to collect information about the
condition of the various building elements. We use this information to plan and
prioritise which homes need to have planned investment work and when.

We then put this into a five year plan, which is updated on a regular basis and used
to create an annual investment plan.

If your home hasnt been surveyed yet, please dont worry as some homes will be
seen before others. If youre due a survey we will write to you explaining what will
happen, when it will take place and who you can contact if you have any questions.

How will I know if my property has been selected for planned maintenance work?
You can find information on our website by clicking on the FutureFit icon on the
homepage. This shows which buildings and estates will be benefitting. It is
though, subject to change as new survey results come in and because of budget
allocations by Kensington and Chelsea Council.

Where work to an estate is planned, our FutureFit roadshow will aim to visit
6-12 months ahead, giving residents the opportunity to learn more about whats
involved and how long all the work will take. We will ask you about what
improvements you would hope to see and to tell us about any particular problems
with your estate or home.

Every January we set the budget. This enables our Capital Investment Team to
confirm which homes will be included in the years FutureFit programme. If you are
included then well write to you to tell you what work we will carry out, who the
project manager is and (if already known) the contractor.

The Capital Investment Team

Our Capital Investment Team co-ordinates the FutureFit programme. One of the
teams project managers will take overall responsibility for the work to your home
and ensure that the work undertaken is completed to a good standard and in a timely
manner.

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We will allocate a resident liaison officer to every contract. The contractor will also
employ a resident liaison officer, who can also be contacted if you have any concerns
or questions about the work. They will tell you when the work will take place and let
you know in advance if there is to be any disruption to amenities such as television or
lift service.

Helping us
To make sure that your experience of the work goes as smoothly as possible, we ask
that you help us by:
providing access to your home on the dates and times agreed.
always asking to see personal identification before letting anyone into your
home
keeping your pets in another room, away from the work
keeping children away from the work and not leaving them in the house on
their own (unless they are 18 years and above)
not leaving any money or valuables on show in your home
clearing away all personal belongings from the areas where the work will be
taking place
clearing out cupboards (when we require access) and furniture, all appliances
and where laminate flooring has been laid, we will seek your approval to
remove. If necessary please let us know if you cannot move heavy furniture,
or if you need packing boxes for your belongings, as our contractors may be
able to help
not smoking while we and our contractors are in your home. This is because
your home becomes a temporary workplace and smoking in the workplace was
banned under the Health Act in 2006
letting us know if you have any medical or other special requirements. We
need to know so that we can advise the contractor before work begins
letting us know if you require any aids or adaptations. There may be some
minor adaptations that we can make to your home while the work is taking
place. For example, we can fit handrails in the bathroom/WC
completing a short satisfaction survey after the planned maintenance work is
complete. This helps us to improve our services. You will have an opportunity
to also feedback whilst the works are being carried out
the TMO are able to provide details of contents insurance cover at competitive
rates. For further details please contact the Customer Service Centre contact
freephone number on 0800 137 111 or visit the TMO website.

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For all planned investment work we will:
Provide you with a project manager and where necessary, a resident liaison
officer, who will oversee the work carried out to your home
Give you the contact details of all relevant members of staff, including our
contractors
Help you decide the best solution where you are able to choose the design or
colour of a particular item
Show you samples of the materials to be used, where these are available.
Let you know when the work is due to start and finish and keep you updated
about progress
Inspect the completed work to make sure they are finished to a good
standard
Deal with any questions you may have during the course of the work
Make sure our contractors follow our code of conduct
Seek your feedback on the work and their delivery to guide and influence the
service.

Planned investment standards

We have set standards for each aspect of our planned maintenance work from
electrical work to decorating. The aim of these standards is to provide a single
standard for all TMO homes.

We manage a variety of homes, many of which were built at different times with
different styles and layouts. Its important to us that all our residents have access
to the same standard of work, no matter what home they live in or when it was
built. These standards are laid down in a set of leaflets covering:

The electrical The kitchen The bathroom

standard standard standard

The central The window The door

heating standard standard standard

The external and

The roofing Service
communal
standard installations
decorations standard

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Give you more choice when we carry out the work
Youll have a number of choices regarding the products and finishes used. As part
of the consultation process we will provide a list of options available for you to
choose from and then confirm. There will also be an opportunity for you to include
any special requirements you may have. However, please note that we do not fit
residents fittings.

Provide sustainable maintenance solutions

Were committed to continually improving properties by limiting our effect on the
environment. We do this by careful designs, selecting sustainable materials and by
improving the energy efficiency including the installation of more energy efficient
heating systems with the aim to try and lower fuel costs.

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The Royal Borough of Kensington & Chelsea Tenant Management Organisation Ltd
Unit A, 292 Kensal Road, London W10 5BE
Registered in England & Wales No. 3048135 VAT No. 156 9449 66
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Produced by the Communications Team
Edition 2
October 2016