Our current alterations policy sets out the assessment and approval process for customers who wish to make alterations to their homes. We recognise that making changes can be due to a change in circumstances or simply to enhance their home.
It is important to us that the policy clearly explains these processes, the responsibilities of you, the customer and us, your landlord. Nine customers joined our focus group and provided relevant feedback and suggestions.
What happened next?
| Feedback (You said) | Action (We did)/Management Response |
| Before this focus group, were you aware that Selwood Housing had an alterations policy? | |
| The majority attending was aware of the policy. | Our aim is to ensure that all customers have clear access to this information, as it helps facilitate any changes they wish to make to their homes. It was encouraging to hear the majority were aware of the policy but needed a bit of clarity around some of the content. |
| Were you aware that you can make reasonable alterations to your home? | |
| In general, customers are aware that a formal request is required. | It’s encouraging to note that most customers recognise the need to submit a formal request for any alterations. We will keep working to enhance our communication efforts so that all customers are well-informed about their options and the required procedures. |
| Are the customers responsibilities clearly explained and easy to understand? | |
| It is clear – it’s all in the handbook but not everyone read it, although the handbook is no longer given to new customers. | Due to ongoing changes, the decision was made to discontinue the printed handbook to avoid any confusion. Non-digital customers can call us to discuss an alteration. Our customer support team uses a scripting tool that provides specific advice based on the type of alteration being requested or enquired about. We will also print out a copy of the information on our website, upon request. |
| A reminder in customer newsletter and sheltered newsletter would be helpful – not everyone is “computer savvy” to use a website to check these details. | We will take your suggestion into consideration and include reminders in our upcoming customer and sheltered newsletters. This will ensure that all customers are informed about the procedures and guidelines regarding alterations, regardless of their comfort level with technology. |
| Unsure about small alterations like shelves etc | We will ensure this is covered in the new Policy. |
| Didn’t know about permission needed for sheds (as these are in the garden and not the house) | It was agreed that this can be a confusing topic as there are several considerations regarding sheds, and planning permission is one of them. We also need to take into account the size, height, and location of the shed, as well as its impact on neighbouring properties. We will provide more information on this topic in the new policy. |
| Info would be better after moving in (not when in lettings process) as already a lot to take in | It was agreed that there is a lot of information to share, but this is the ideal time to inform customers about the alterations they can make, especially since they may want to start these changes soon after moving in. Delaying this information could lead to inconvenience if customers invest money in modifications that may not be permitted. |
| Didn’t know Sky dish needed permission | We will ensure this is covered in the new policy. |
| Confusion over small jobs | We will aim to make this clearer in the new policy. |
| These messages need to go out to all customers – maybe via meetings or postal newsletter | We will provide information on alterations to customers when they move into their home with us, including details for those undergoing a mutual exchange. Additionally, we will include an article about alterations in our newsletter each year. |
| Have just one info point per newsletter or too much to take in | While focusing on a single topic for each newsletter sounds like a great idea, it might be challenging for us to implement consistently given the variety of important information we want to share. However, we’ll definitely take this suggestion into consideration as we explore ways to improve our newsletters |
| Alterations should be inspected after work done | We intend to inspect all completed requests; however, we are not always notified when a request has been implemented, and many are tentative submissions from customers. Once our new policy is in place, we will review our processes to ensure we are better informed about completed work, allowing for timely inspections. |
| Expiry dates should be added on permission letter | This is an excellent point. While we currently do not have an expiry date, we will work to incorporate this into the new policy. |
| Customer unaware that lofts shouldn’t be used at all for storage due to insulation | This is covered in most tenancy agreements, and you can find a page on our website outlining the restrictions here: https://www.selwoodhousing.com/tenants-services/caring-for-your-home/loft-storage-and-access/. Additionally, we include this information in our newsletter once a year. |
| Contents insurance is required by all customers which they can get at a reduced price through Selwood | Selwood Housing have teamed up with Thistle Tenant Risks who provide specialist Tenants Contents Insurance policies all tenants living in social and affordable housing are eligible to apply. To apply for home contents insurance, you can find more details on our website: Home contents insurance https://www.selwoodhousing.com/tenants-services/caring-for-your-home/contents-insurance/ or you can call customer support on 01225 715715. |
| We asked our customers to list five alterations they believe would require permission before proceeding. | |
| Knocking down walls | Yes, these are good examples where permission would be necessary to make these alterations. Sheds and greenhouses require permission because of the size. There may also be issues with customers converting outbuildings into rooms that are uninhabitable and do not comply with building regulations. Hard flooring in first-floor flats can cause noise transfer to residents below. Alterations to wall and central light fixtures should be performed by a qualified electrician and inspected every five years. |
| Replacement windows | |
| Extensions | |
| Sheds/greenhouses | |
| Kitchen replacement | |
| More extensive plumbing works | |
| Bathrooms | |
| Decking/patios | |
| Security lights and alarms | |
| Fencing | |
| Partitioning rooms | |
| Hard flooring (1st floor flats) | |
| Trees – some are under preservation orders | |
| Light fittings | |
| And five that they think do not need permission. | |
| Decorating | Yes, these works generally won’t require permission, as they are considered cosmetic changes. |
| Flooring such as carpets/lino | |
| Plumbing for washing machines | |
| Mirrors/shelves | |
| Curtains and blinds | |
| Blocking air bricks | We recommend that a surveyor review the request, as blocking redundant wall vents can lead to confusion with sub-floor vents that should remain open. Blocking these vents may cause dry rot in unventilated floor voids. |
| Aerials? Sky dishes | There will be times when you need permission due to the placement of items and the potential for damage to walls or pipes. Additionally, some properties, particularly new builds, may have restrictions that prohibit the installation of a satellite dish. |
| Garden gates | If you are replacing a garden gate, permission is not required. However, if you are installing a new gate, permission is necessary to ensure it does not obstruct the pavement. |
| Is this clearly explained in the policy? Do you think this is fair and reasonable? | |
| Can alteration requests be refused? | Yes, there are instances where permission may be denied. We will outline some common reasons for refusals in the new policy. |
| What happens if a customer has made alterations (eg new kitchen) | Any alterations made by a customer will revert to Selwood’s responsibility once they leave the property, except in cases of a mutual exchange, where the incoming customer assumes responsibility. |
| What else would you like to see in the policy to inform residents better? Does the policy require more detail on the process? | |
| A list of examples – especially the ones that are less obvious such as those listed above (including this will help reduce confusion and different interpretations) | It was agreed that it would be beneficial to provide examples of the types of alteration requests, including situations where an alteration may be refused. We will incorporate this into our new policy. |
| This information should be provided through customer newsletter, clear points of info highlighted | We will provide information on alterations to customers when they move into their home with us, including details for those undergoing a mutual exchange. Additionally, we will include an article about alterations in our newsletter each year. |
| More detail ie; electrical certificates/planning permissions etc | Yes, we will aim to expand on some of these details in our new policy. |
| Clearer rules at start of tenancy and in the starter tenancy 4 month review | We will provide information on alterations to customers when they move into their home with us, including details for those undergoing a mutual exchange. |
| Short simple messaging rather than too much detail | We’ll ensure the new alterations policy is clear and straightforward. |
| Guidance notes in addition would be helpful to direct people to when they first enquire about alterations | We’ll add guidance notes to help people when they first ask about alterations |
| Messages for sheltered housing customers via neighbourhood manager rather than post | Sheltered housing coordinators will receive training to assist customers with alteration requests. |
| Reminders for mutual exchange customers | The incoming customer will take on responsibility for any alterations. If they do not wish to do so, the existing customer must restore the alteration to its original condition before the exchange occurs. |
| Other questions | |
| Should there be more guidance for decision makers? | We will consider providing additional guidance for decision-makers to ensure clarity and consistency when applying the alterations policy |
| Is the policy too open for interpretation? | We understand the importance of clarity and will strive to make the policy as clear and concise as possible to minimise any confusion |
| Are the potential risks (from asbestos) clearly detailed and easy to understand? | We will undertake any asbestos removals prior to customer alterations taking place. Asbestos reports are provided to the customer when they move into the property or on request. |
