A letter in March, a van in September
Your planned investment programme replaces kitchens, bathrooms, windows, doors and heating across hundreds of homes each year. Residents get a letter saying their home is in the programme. Then a surveyor calls to book a visit. Then someone asks about choices of kitchen units and worktops. Then the contractor arrives, sometimes on a date the resident agreed, sometimes not.
When the programme slips, which it does, residents often hear nothing. Some refuse the work because they were not told enough. Some complain afterwards about things that were never explained.
Why programme communication breaks down
Planned works involve your planned investment team, a main contractor, sometimes subcontractors, and each resident. The programme lives in the contractor's system and your spreadsheets. Resident contact is by letter and phone, with no shared record.
- Communication is a letter at the start and a phone call before the visit.
- Choices of finishes are collected on paper at the survey.
- Programme changes do not trigger resident updates.
- Refusals and reasons are recorded inconsistently.
- Satisfaction and snagging after completion are not tracked well.
What poor communication costs
Refusals mean homes miss out on improvements and your programme has to be re-planned. Missed appointments waste contractor time. Complaints during and after works take staff time and affect how residents see the whole organisation. And data about what was installed, where, does not always reach the asset system.
Residents who have a poor experience of one programme tell their neighbours, and the next programme on the estate starts with more refusals. Staff then spend time persuading residents to accept improvements to their own homes, which is work that clear communication would have made unnecessary.
The programme tracking we build
- Each home in the programme is listed with its works, from your asset or planned works system, and linked to the contractor's programme.
- Residents get a clear introduction in their preferred channel, with what will happen, when, and who to contact.
- Survey and installation appointments can be chosen through a link from available slots, where the contractor's scheduling allows.
- Choices of finishes are made online or with the surveyor on a tablet, with pictures, and sent to the contractor directly.
- When the programme changes, affected residents are told automatically, with the new expected dates.
- Refusals are recorded with reasons, so your team can follow up and plan for the home later.
- After completion, residents confirm sign-off, report snags and give feedback, and installed components are recorded for your asset data.
| Stage | Resident experience now | With programme tracking |
|---|---|---|
| Introduction | One letter | Clear update with a contact |
| Survey | Phone call to book | Choose a slot online or by phone |
| Choices | Paper at the survey | Online or on a tablet with pictures |
| Programme change | Often not told | Told automatically |
| Completion | Operative leaves | Sign-off, snags and feedback |
Your programme, specifications and contractor arrangements stay as they are. We build the tracking and communication around them.
What residents and your team notice
Residents know what is happening and when, and can make choices and appointments without phone tag. Programme changes reach them quickly. Your team sees each home's status and refusals in one place. After completion, snags are tracked and installed components reach your asset data.
Is this how planned works go for you?
- Residents hear about planned works by letter and then little else.
- Choices are collected on paper.
- Programme changes are not passed on to residents.
- Refusals are high or poorly understood.
- Snagging and satisfaction after works are not tracked.