This page is for our customers living in Hempsted who are involved with the roof surveys, or who may be having problems with their roofs.
UPDATE: 28 September 2022
Over the next few weeks, you may start to see our contractors erecting scaffold in preparation of the work being undertaken on those homes which require roofing repair and replacements.
The installations of scaffold may also include some homes that do not need work. This is because these homes are either adjacent or joined to other homes which do.
Scaffolding will be erected with care and follow all health and safety regulations.
Once work is complete on individual homes, the scaffold will be removed as quickly as possible. We anticipate this being no longer than a week later. All customers affected will also be contacted before scaffold is erected.
Where customers require either roof repairs or a replacement , we will be in contact directly to explain exactly what work will be involved and when it will be carried out.
Thank you for bearing with us while we continue to make all the arrangements to carry out the work safely and securely.
We apologise for any inconvenience this may cause.
If you have any questions, please email our dedicated mailbox, email@example.com.
UPDATE: 26 May 2022
So far, around 60 roof surveys have been completed or partly completed. If you have not already allowed access to our survey consultants, Hart Dixon, or you have only had part of your survey completed, please contact Hart Dixon on 020 7202 1438 to arrange an appointment as soon as possible.
Once we have received the results, we will write to everyone with details of the next steps in the process, including contractor details, when they are appointed, and what work is needed. Not all customers have reported issues, and not all homes may need work, but we will write to everyone to explain the results of what has been found. Where issues are found, we will explain what these are and what repairs need to be completed.
If you are a homeowner, we would like to further reassure you that we will not be recharging you for any work needed as a result of these surveys.
If Hart Dixon contacts you with an appointment for your survey, please provide access for the survey. Some additional access for surveys is needed via parking areas, so please keep access clear if you are asked to.
We would like to thank everyone for being patient. If you would like further information or help, please see our frequently asked questions below as you may find them useful. You can also contact your customer partner or homeownership specialist.
UPDATE: 21 JANUARY 2022
From next Monday, 24th January 2022, you will start to see our contractors out and about preparing for the repair and replacement work we are carrying out on a number of roofs on the estate.
Thank you to the residents who have confirmed the appointments for their surveys.
Our contractors will be putting up scaffolding around the properties which have roofs we need to fix, or replace, more urgently. There will also be ‘cherry pickers’ around the estate, (vehicles which allow access to roofs through ladders and cages) and our contractors’ vans will also be present.
If we have identified your roof as needing repairs, or to be replaced, as a priority, we will contact you with the details of your survey appointment shortly. We will do this by phone so we can confirm the appointment with you there and then and explain what will happen. It is really important we carry out these surveys as soon as possible so, if we contact you, please do your best to be available at the time of your appointment. We appreciate you might need to take time off work, and we thank you in advance for that and also apologise for any inconvenience.
The safety of all our residents is our top priority and we will be making sure any scaffolding is safe and secure. We will also do our best to make sure residents have as little disturbance and disruption to their daily lives as possible, although there will be more vehicles and activity on the estate than usual so please take care when you are out and about on the estate and make sure you keep your families away from scaffolding or properties where we are carrying out work.
Damian Roche, Director of Customer Experience, East
WHAT'S HAPPENING - 8 DECEMBER 2021
Unfortunately, we have found that some of our homes on the estate are having issues with leaking roofs. While we have been able to resolve some issues, we may need to take more comprehensive action to resolve others.
So we can fully understand what the problems are, and put them right, we are arranging for an independent, specialist surveyor to carry out a sample survey of the roofs on the estate. Following the investigation, we will know if the roofs with problems can be repaired, or whether they need to be replaced.
We will keep you updated about everything that is happening with the surveys and the repair and replacement work here.
Below, we have added a list of ‘frequently asked questions.’ These are often the kind of things customers ask, and they may help you if you have any questions. As customers ask different questions, we will add these to the list.
If you would like to talk with us, please get in touch with us on 0345 678 0555 or email us – firstname.lastname@example.org and ask for your customer partner or homeownership specialist.
We apologise for any inconvenience these issues may be causing you and we are absolutely committed to be being open and honest with you throughout this process.
We would also very much welcome your views on how you feel we can best keep in touch with you as the survey and the repairs or replacements are done, and in in the future.
Director of Customer Experience (East)
Frequently Asked Questions
The letter we have delivered explains why in much more detail. In general, it is because a number of roofs across the estate are leaking. We need to understand what is causing the problems and fix them.
We will not be carrying out the survey. We re appointing an independent, specialist surveyor to carry it out. We will let you know who this is as soon as they are appointed.
This depends on the nature of the work that needs to be done. If a major repair is needed, or your roof can’t be repaired and needs to be replaced completely, or your living conditions become unsuitable before the repair or replacement can be made, then we may suggest that you move out temporarily while the work is done. We will help you to do this if that is the case. We will know more about the condition of your home once the survey is completed.
If the work needed to repair your roof is quite minor, or the survey does not find any faults in your roof, you should not need to move out at all. We do not think there is a fault with every roof on the estate.
We would hope to move you into another Accent property if there is one available, but it may be that we need to find you another temporary home with someone else. We will make all the arrangements for you to move in and back home.
This won’t be just any accommodation, it will be good quality accommodation, similar to our own standards. We will meet the costs of the temporary accommodation, but you will still need to pay your rent, service charge (and/or mortgage if you are a homeowner), for the home you permanently own or rent from us.
Once the surveys have been done, which will be over the next few weeks and into the new year once the surveyor is appointed. If your home is found to need major repairs, or a completely new roof, we will be in touch to make arrangements to move out with you. We will help you to move out and support you with the whole process.
Except for very urgent cases, we would not expect anyone who isn’t in the process of already moving out to be leaving before Christmas.
This depends on the amount of work that needs to be done to your roof. We will understand this better once your survey has been done and we will confirm all the details with you, including how long the work might take. We will keep you updated as the work is ongoing so we can help you plan for your return once it is done. We will make your return is convenient as possible.
We would hope everyone wants to return to their home once the work is finished. However, if you do not, we will help you to register for another home away from Accent or, depending on what we have available, a transfer to another Accent home. If we have provided hotel accommodation for you, you would need to return once your home is ready until you found a new home of your choosing.
As a homeowner, you would need to come back once work is complete unless you choose to sell your home.
You will still need to pay your rent and service charges, and your mortgage if you are a homeowner, for your home, even if you temporarily move out. However, you will not pay any charges on your temporary home. We will also pay for hotel accommodation.
No, residents and homeowners will not be asked to contribute towards the costs of the roof repairs or replacements. There will be no charges for the repairs in your service charges for next year or a payment request in the future.
This depends on what needs to be done to your roof, whether it is a repair or a replacement. It could take several weeks, but we will confirm all the details with you when we have finished the survey and appointed a contractor. Small repairs may not take long to do and could be done with little inconvenience.
We apologise for this. Unfortunately, we have not been able to get to the root of the problem causing the leaks in some of the roofs. Some reports of leaks have been inconsistent, some have stopped over time and homeowners may already have repaired
issues themselves. Despite our best efforts, we have not been able to repair them, which has made us think it is a more specialist problem. That is why we have appointed the surveyor. We will know much more about the problem once the survey is done.
We insure our buildings against damage or replacement, but we do not insure your personal belongings in your home. You must make sure you have suitable contents insurance for the things that belong to you and your family. We have more information on contents insurance on our website.
Absolutely, if you are not happy with the service you receive from us you have the right to complain. Our priority is to make sure we resolve all your concerns as quickly as possible and to a level of satisfaction you are happy with. Please contact us on 0345 678 0555 or speak to your customer partner or homeownership specialist, alternatively you can complete our online form or email us on: email@example.com
We will keep you updated on this webpage but you can also contact us on 0345 678 0555 and ask for your customer partner or homeownership officer. We have also set up a dedicated email address, firstname.lastname@example.org if you would prefer to send us a message.
We have been in contact with the NHBC and we will continue to stay in contact with them throughout the process. Once we know the result of the surveys, we can provide further advice and assistance about the process of making a complaint. Please contact us if you wish to speak further about this.