The resident liaison officer (RLO) and site manager will keep in regular contact with owners and residents for all issues regarding the site and the progress of the work. We will also be on site to ensure checks are carried out on the quality of the work.

Please get in touch if you are planning any construction work for your own property at the same time as this project. We can work around some projects and can advise you of the best time to plan your construction.

We do not foresee the need for anyone to vacate their property, and we aim for residents to be able to remain in their properties for the duration of the works. Only in the case of health and safety concerns might residents be required to vacate the premises.

It is important to remember that this is effectively a construction project, therefore a level of upheaval should be expected. The contractor will need to erect scaffolding and you will experience some noise as the contractors go about preparing the walls and fixing the insulation materials to the existing surface.  The contractor may need to store items in your garden throughout the course of the installation. The contractor will keep mess and disruption to a minimum and will communicate with you regularly.

Like all building sites there will be noise and traffic, and occasions when the contractors may need access to your property e.g. to gain access to the attic space. The contractors will keep you informed of what disruption may be expected, including their working hours and who to contact with questions or complaints.

The work normally takes around 16-18 weeks, this can vary depending on factors such as the property type, the weather and if any structural works are required to facilitate the installation of the insulation system.

Work may be carried out during the winter and bad weather can cause delays. The contractor will keep you up to date on what is happening and why.

There will be specific arrangements in place for the festive period.

Yes, scaffolding will be necessary to ensure the installers can safely access the whole surface of your external walls and the roof. The scaffolding will not prevent any access to the property and appropriate protection will be put up in accordance with health and safety legislation. All access needs (e.g. wheelchair access or car parking) will be discussed prior to the scaffolding going up. If you have any questions about this, ask your surveyor for more information.

You should tell your Buildings and Contents insurers of the date the scaffolding is going up, and for approximately how long. If you do not do this, you may find you are not covered.

The scaffolding is likely to be in place for the entire duration of the works. If the work is delayed due to bad weather, the scaffolding may have to be there for a bit longer.

Please note: Children must be supervised when scaffolding is present. No-one should climb on or tamper with scaffolding as doing so can put them, you and the contractors at risk. If you see anyone climbing on or tampering with scaffolding, please report this to the Resident Liaison Officer: you will be given their contact details at the start of the project.

Please do not place any decorative items on the scaffolding, including Christmas lights, Santas, Halloween decorations etc. If they are found, they will be removed.

As you might expect, items fastened to the external wall surfaces of your home will need to be removed before the insulation is fitted and this includes satellite dishes and aerials.

Satellite dishes will be removed during the works and temporarily attached to the scaffolding, where they will continue to work. There may be a short time when you won’t have access to your TV service in between the scaffolding work and the contractor will make the temporary adjustment.  Other items that may need to be moved are alarm boxes and external lights.

Water and power supply will not be disrupted.

Garden furniture/plants/ornaments/sheds that are next to or in contact with the walls of your property will have to be moved before the work can go ahead. If you are unable to move them, the contractor may be able to assist. You might also need to move any vehicle(s) including any caravans from your driveway and might be asked to cut back any bushes/trees. This will be discussed with you by the contractor at the survey stage.  When they carry out the survey, they will discuss any arrangements that need to be made, like removal of items on the outside of or vicinity of the house (e.g. hanging baskets or plants).  As a rule, we would recommend that all items are moved at least 4 meters away from the property walls to avoid any damage.

If you are asked to do any preparation and it is not done, contractors cannot be held responsible should any damage occur if they need to do it themselves.

Garden furniture/plants/ornaments/sheds that are next to or in contact with the walls of your property will have to be moved before the work can go ahead. If you are unable to move them, the contractor may be able to assist. You might also need to move any vehicle(s) including any caravans from your driveway and might be asked to cut back any bushes/trees. This will be discussed with you by the contractor at the survey stage.  When they carry out the survey, they will discuss any arrangements that need to be made, like removal of items on the outside of or vicinity of the house (e.g. hanging baskets or plants).  As a rule, we would recommend that all items are moved at least 4 meters away from the property walls to avoid any damage.

If you are asked to do any preparation and it is not done, contractors cannot be held responsible should any damage occur if they need to do it themselves.

What will happen to pipes etc that are attached to my outside walls?

Essential items will be extended to accommodate your new insulation. This includes:

• Rainwater and soil pipes
• Flues
• Window and door sills
• Garden taps

If the standard extension option is unsuitable for any essential item attached to your home, then the surveyor will discuss alternative solutions with you and will ensure these meet safety requirements.

All air vents and gas combustion vents will be maintained for the duration of works.

Decorative fixtures and fittings, such as hanging baskets or door canopies can be accommodated but this may involve a surcharge. To replace such items, fixings must be installed under the new wall covering before they can be re-attached.

IMPORTANT: You must not attach items to the new insulation as it is not designed to bear the weight of fixtures and this could invalidate your guarantee.

If you have plans to attach anything new to the outside of your walls or specifically want certain items to be re-attached, please be sure to discuss this with the contractor before work starts.

We recommend that your security alarm company attend to remove and reinstate your alarm. Please note that service connection may be lost for the duration of works.

Quality Assurance team will carry out inspections on properties to ensure the insulation is being installed to the approved specification. 

There is likely to be some mess. For example, rendering process can involve stone chips. There will be a lot of chips on the ground at this stage. The installers will put protective film covering over windows and try their best to keep the area clean and tidy. Once the installation is complete the contractor will clear up as much stone chips as possible.

Take care in your garden while the work is being carried out, as installers may store materials there while the work is in progress.

While work is ongoing, to avoid dust getting into your property, please keep doors and windows closed and avoid hanging out any washing.

Installation involves drilling, attaching insulation boards and pebble-dashing, so unfortunately there will be a lot of noise at these times. The work will only take place during daylight hours.

Pets may find the noise distressing, so please be aware, and always keep them supervised.

Yes – the contractor will organise this. Once works are completed you will receive a completion certificate.

You will receive a 25-year system manufacturer’s warranty and in addition, a 25-year insurance backed guarantee. You’ll receive these once the installation is complete.  It must be pointed out that as with all guarantees these will come with conditions which will have to be met to ensure the validity of said guarantee.  The contractor will supply these details upon completion of work.

It is important to us that householders benefit from their new insulation.  To monitor this, Changeworks will ask all householders to give details on their energy usage and to complete a survey before and after work.  We will also ask a proportion of householders to allow us to install temperature and humidity monitors in their property.

Yes, you should inform your insurance company and mortgage provider prior to construction and also make them aware of the presence of scaffolding around your property.  You are also within your rights to seek independent legal advice.

When you decide to proceed with work, you should pay the contractor the contribution direct.