How will I need to prepare my home for the works to be carried out?

    For the internal works to your home, all areas will need to be cleared and we will put down dust mats. Do not stress or strain yourself by moving any heavy furniture as our workers will assist you.

    Who can I contact with any issues I have throughout the works?

    Your main point of contact will be your RLO and in some cases other members of the site team. You will be given all contact details.

    In the event of an emergency can I reschedule my refurbishment?

    In some circumstances, yes. You should contact your RLO who will advise you best. ENGIE does operate a key holding service, where you can provide us access to your home in your absence for works to continue. Your RLO can explain this to you in further detail.

    Can appointments and/or works be completed out of hours?

    Appointments and refurbishment will only take place within our contracted hours (between 08:00 and 17:00). If you have any queries or concerns regarding the works, please contact your RLO or site team.

    What is the turnaround time for my kitchen and bathroom refurbishment?

    On average, kitchen and bathroom refurbishments are completed within a 15 day period. This may vary as some homes may only be having refurbishment to one of these areas.

    Is there an 'out of hours' emergency contact number?

    Yes, in the event of an emergency relating to our works, please contact us on: 0800 917 7870.

    Will residents still receive newsletters?

    Residents will no longer receive newsletters, however all updates on the works will be shared here so don't forget to check regularly.

    What if I am not happy with the choices made available?

    If you are unhappy with the choices made available for your refurbishment, please do contact your RLO or a member of the site team who will be able to assist you with your options.