More notice
We can give you more notice before we arrive, and a reminder call the day before.
Large print or another language? Call us
Resident hub
Some homes need a different approach. That is normal. This page explains what we can do, how to ask, and what to do if something is wrong.
You do not have to explain why. Call us and tell us what would help.
01935 315315What we can do
If what you need is not here, ask anyway. Most things are easy to arrange if we know in advance.
The same team
Where possible, the same team each day, so you are not meeting new people every morning.
A female member of staff
Where possible, we can send a female member of staff. Just ask.
Shorter or quieter days
Shorter working days, agreed start and finish times, and quieter hours for sleep or medication.
A call before we knock
We can call you before we knock, so you know it is us.
Help moving things
If you cannot move furniture or clear the loft, tell us and we will help. Please do not lift anything heavy.
Keeping your home usable
We keep ramps, stairlifts and level access doors clear. Tell us which rooms must stay usable.
Working around care
We work around carer visits, hospital appointments and medication times.
Someone with you
A family member, friend or support worker is welcome to be there when we are.
Equipment that needs power
If you use equipment that needs power, tell us before work starts and we will plan around it.
How to ask
There are three ways. You only need to use one.
Step 1: Call us
Call 01935 315315 and ask for the resident liaison team. Tell us your address and what would help. We add it to your job so everyone who comes to your home knows.
Best if
You want it sorted now, or you would rather talk than write.
Step 2: Tell the surveyor
The surveyor will ask if you need anything. What you tell them goes on the plan for your home before the work is booked.
Best if
Your survey has not happened yet.
Step 3: Tell the team on the day
It is never too late. If something is not working for you, tell the person in your home and they will get it changed.
Best if
The work has already started.
We only share what you tell us with the people who need it to do the work safely. You can ask us to remove it at any time.
Your resident liaison officer
One person to ask
A resident liaison officer is there for you, not the building work. They tell you what is happening and when, arrange any support you need, and chase anything that has gone quiet.
Once your programme starts, their name and direct number will be on your letter. Until then, call 01935 315315 and ask for the resident liaison team.
They can help with
- ✓ What work is planned for your home
- ✓ Changing a date that does not suit you
- ✓ Arranging extra support
- ✓ Chasing an answer you are waiting for
- ✓ Access, parking and keys
- ✓ A worry, before it becomes a complaint
- ✓ Information in another format
If something is wrong
Telling us is helpful. It will not change how you are treated. Most things are sorted with one phone call.
Step 1: Tell us
Call 01935 315315, or tell the team in your home. Say what is wrong and what you would like done. You do not need a reference number.
What happens next
We try to put it right straight away.
Step 2: Ask for a formal complaint
If you are not happy with our answer, say you want to make a formal complaint. We will record it and tell you who is dealing with it.
What happens next
You get the name of the person handling it.
Step 3: We look into it
We look at what happened. We may visit, look at photos or talk to the team.
What happens next
We keep you updated while we look into it.
Step 4: You get an answer
We tell you what we found, what we will do and by when. If we got something wrong, we will say so.
What happens next
If you are still not happy, tell us. Someone more senior will look at it again.
Step 5: You can also go to your landlord
You can complain to your landlord at any time. You do not have to come to us first.
What happens next
Your landlord has its own complaints process.
Information in another format
If this website is hard for you to read, we will send the information in a way that suits you, free of charge.
- Large printAny of these pages, or your letter, in large print and posted to you.
- Another languageTell us which language you need.
- Talk it throughCall us and we will talk it through with you over the phone.
- To someone who helps youWith your permission, we can send it to a family member, friend or carer.
Ask for help
01935 315315Ask for the resident liaison team. Tell us your address and what would help.
Extra support is free
Nobody from Pro-Fit will ask you for money or bank details to arrange it.
If someone at your door asks you to pay for this work, do not pay them. Call us.