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We require all our contractors and operatives to ensure any work is carried out with the minimum of disruption. Our tenants and leaseholders and the public are entitled to expect the highest standards of conduct from all our employees and subcontractors.

The aim of this code is to provide guidelines which:

• enable employees to promote the values and behaviours of ºÚÁÏÍøÕ¾ Borough Council and our contractors
• protect them from any misunderstanding or criticism
• make sure that positive professional behaviour is always maintained and that the boundaries of our relationships are clear

We provide training to all people working on our behalf to ensure that they are up to date with health and safety concerns. We therefore expect our contractors, subcontractors, operatives and employees to complete the provided health and safety induction as close to their start date as possible.

Our operatives will call 30 minutes prior to arriving at your home to ensure they can gain access.

If the repair is in a sheltered scheme, they will contact the Older Persons Support Officer for the site if the phone call is not answered.

We expect our contractors and operatives:

• to wear appropriate PPE when working 
• to be clean and well presented, wearing the correct uniform. Shorts are not permitted to be worn, and all staff should remain fully clothed in appropriate work wear

When arriving at your home, all operatives will:

• introduce themselves, tell you what they have come to repair and show you proof of identity, on a lanyard, a smart phone or a tablet. If no proof of identity is shown, we advise you not to let anyone into your property and to call 01293 438111. If the caller is persistent, please contact the police
• ask you how you wish to be addressed, such as Mr, Mrs or other
• wear shoe protectors while working within your home. Safety shoes or boots will not be removed to allow them to work safely

Before starting work, all operatives will:

• explain the extent of any disruption that may take place while the work is being carried out and how long it will take to complete
• let you know where they will be working, and the areas that need to be kept clear
• ask you to move any valuable or personal possessions
• make sure no minors under the age of 18 will be left on their own in the property while the work is being completed
• ask you to keep your pets in another safe part of the home. Any pets in the property are your responsibility

During the work, all operatives will:

• endeavour to fix the problem on the first visit, dependent on van stock and emergency calls
• protect your home and contents from damage, dust, paint and so on. This may mean laying and using self-adhesive dust sheets. Your home will always be treated with respect
• use their own methods of communication from outside the home or in the privacy of a vehicle if, for any reason, additional information is required
• explain to you where they are going and when they are due to return, should they have to leave the property during the work. If the work is being carried out over several days, this will include times of arrival for the other days
• reconnect and test mains services (gas, water and electricity), ensuring they are left safe and, where possible, that the property has a form of heating and hot water at the end of each working day. If this is not possible, they must offer a solution
• make good any areas affected by repairs to the property. This may not match 100%
• comply with all current health, safety and welfare legislation and any relevant codes of practice
• ensure that battery pack tools, when required, are fully charged before and during the works
• discuss with you if, for any reason, they need to use your electricity supply. Where this is required for long periods of time, we will agree to reimburse you for the use of the electricity
• keep the home secure if, for any reason, access has been agreed with no one at home. Our preference is to have a tenant or representative at home
• ensure the safety of you, your home, your visitors, and themselves
• store equipment and materials safely during and outside working hours
• remove all rubbish causing an obstruction at the end of each working day
• ask you if there are any other works that need doing
• ensure they follow up any additional work not completed at the time of visit with planners, if required, and to ensure additional works are booked in with you before leaving your property

All operatives and staff will:

• not use bad or offensive language in or near your home
• not behave or speak in a racist, sexist, or any other unpleasant or aggressive manner towards you or your visitors
• not smoke
• not play music
• avoid requesting to use facilities for washing or the use of a toilet
• not provide any opinions or suggestions outside of the planned work
• not express any political, religious or sexual views
• take any breaks outside of the work area and will not expect any tea or coffee to be provided by you
• not enter into any agreement to work privately in your property
• not break any laws or relevant regulations in the conduct of their duties
• not bring their pets on site or keep them in their vehicles

Operatives and staff will ensure they park the vehicle they are using legally, without causing an obstruction, and will not park on any grass verges or within disabled bays.

Where parking is limited, operatives will consider residents and will not block multiple bays or parking spaces (particularly near sheltered housing schemes). Once they have unloaded the required items, they will attempt to park close by.

Operatives are responsible for any parking or speeding fines.

Vans or other provided vehicles will be clean and presentable. Staff and operatives will ensure they receive no negative feedback regarding the use of the vehicle. Contractors set this out in the driver’s code of conduct.

Operatives are expected to act in a professional manner. They will:

• not enter into any activity that may result in a conflict of interest with the company or landlord
• not use or engage in any social media to disclose information or comment about the work, the council, you or your home
• not make direct contact through social media with you
• be aware if you have additional needs or have requested a specific approach
• ensure that any relationships formed at work do not have an unfairly favourable or unfavourable impact on those in the relationship, or on colleagues of those in the relationship