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A code of conduct for contractors
This page explains the level of service you will receive from Riversmead Housing Association’s contractors.
A good quality service
Repairs and maintenance are an important part of the service Riversmead Housing Association offers to tenants.
In order to provide a good and responsive service, Riversmead keeps a list of "approved" tradespeople or contractors, chosen for the quality, efficiency and price of their work.
To be included in the list, contractors must meet a code of conduct that sets out what is expected of them, and what they can expect from the Association and from the tenants. The aim of this section is to advise you on what to expect.
If these standards are not met, please let us know. We will always try to put right any complaint. In any event, your comments will give us valuable information regarding our contractors’ performance.
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What you can expect from our contractors
Our contractors are told:
I. Before arriving at your home:
The Maintenance Section can arrange a password between our contractor and yourself, so that you can be sure whom you are letting into your home. If you would like a password, please advise the Maintenance Assistant when reporting your repair.
The Maintenance Section are able to arrange a morning appointment (between 9.00 am and 1.00 pm) or an afternoon appointment (between 1.00 pm and 5.00 pm) on all priorities, except for a priority one.
If there is no access when our contractor calls, they will leave a card asking you to telephone for another appointment.
2. When arriving at your home:
To show ID cards.
To explain clearly what the work will involve, when it will be done and how long it will take.
3. During the course of the works:
To avoid making excessive visits to your home to bring materials.
To be responsible with scaffolding and inform you when it will be erected.
Not to move your belongings without your permission or in your absence.
Not to use the following without your permission:
 any belongings such as a ladder or chair.
your phone (any calls should be paid for).
your WC, or kitchen for example to make tea.
your electricity, gas and water.
your bathroom or kitchen to clean equipment (if you do give permission, the rooms must be left clean and tidy).
In the case of willful damage, to repair or replace any item.
To keep inconvenience to a minimum and to keep your home clean and tidy, using dust sheets.
When a repair cannot be completed in one visit, to ensure your home is left wind and weatherproof, with all services left on, and that you are warned of any hazards.
4. When repairs are completed:
To tell you that the work is finished.
To remove all rubbish and leave your home tidy.
Request that you sign to say the work has been completed.
5. At all times:
To show respect for you and your property.
To show special consideration to those of you who are elderly, disabled or have special needs.
When in your home, never to:
smoke, drink, or be drunk
play radios or cassette players
use bad language.
Not to make any comments or gestures that could be offensive or distasteful to you or which have racist or sexual implications.
Not to wear clothing or display body markings which could be deemed offensive to others.
To treat all details about you and your home confidentially.
To be careful about security and never to leave ladders where they could be used by others (burglars, children etc).
To keep sharp tools and toxic substances out of the reach of children.
Contractors who fail to meet these standards are liable to be removed from Riversmead Housing Association’s approved list.
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What our contractors can expect from you
In return for the above we ask you:
To give access or make arrangements for access to be given by an adult.
To be co-operative about making appointments and to give 24 hours notice if you really must cancel.
To clear the work area of any belongings (contractors may be willing to help you with any heavy furniture).
To keep your children away from the work area and from the contractor’s tools.
If necessary allow contractors to use your gas, electricity and water (you should come to an arrangement about payment if usage is more than just minor repairs).
Not to leave young children on their own while contractors are on site.
To sign when the work has been completed.
To complete the repairs satisfaction survey.
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Private arrangements
Please note: Contractors are not allowed to complete any work not already on their works schedule. We do not encourage tenants to arrange for additional works, however if despite this, you want to make a private arrangement to have other work done, this will be a matter between you and the contractor - Riversmead Housing Association will not be responsible for paying the bill.
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Discrimination
As with all our work, Riversmead Housing Association applies policies on equal opportunities and harassment to the repairs service. Our contractors are expected to be equal opportunities employers and our code of practice sets out that we will not tolerate any form of racial, sexual or other harassment. If a contractor or a contractor’s employees behave contrary to our policies, the company may be dropped from our approved list, and/or a report may be made to the police, the Commission for Racial Equality or the Equal Opportunities Commission.
Riversmead Housing Association will also not tolerate harassment of its contractors, agents or third parties.
This policy is stated clearly in our tenancy agreements.
Please contact us about any of the issues raised on this page either by using the Contact Us form, or at:
Riversmead Housing Association
Riversmead House
36 Ware Road
Hertford
Herts
SG13 7HH
e-mail: riversmead@riversmead.org.uk
Telephone: 01992 514514
Fax: 01992 514500
Minicom: 01992 537818
We are open from 9.00 am – 5.00 pm, Monday to Friday
Personal callers are most welcome, but it is helpful to make an appointment first.
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