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Paragon Asra Housing Ltd

Asra and Paragon have recently joined together to form Paragon Asra Housing Ltd (PA Housing). PA Housing is a leading provider of housing for people and communities across central and southern England. We support more than 50,000 customers who live in more than 24,000 homes.

Investing in your home

We are committed to providing comfortable and well-maintained homes to live in. We continue to invest in homes so that they remain efficient and up to date. The work to make improvements is managed by our Stock Investment Team.

What is investment?

Investment is building work which is not a repair to an existing part of your home, but rather an improvement or upgrade. This work is generally carried out as a project that involves improvements to hundreds of homes, usually a whole street or scheme. 

The improvements usually undertaken include:

  • Kitchen replacements
  • Bathroom replacements 
  • Heating replacements 
  • Electrical testing and upgrades
  • Roof renewals
  • Window & door replacements
  • Energy performance upgrades

How do we decide where to invest?

The decision making process starts with a survey. We recently completed a large programme of surveys. This programme of surveys allows the Stock Investment Team to monitor the condition of all of our homes so that investment is committed to the homes which are most in need.

If your home has yet to receive a survey, or it has been a long time since one has been completed, please don’t worry. When the Stock Investment Team programme their improvements in, they always work to include properties by street or scheme. They also complete over 2,000 surveys per year. This ensures all information is as up to date as possible.

At the start of every financial year, which begins on April 1st, the team will review all of the information, so that a three year programme can be created. This three year programme will then be communicated to all customers, by post, SMS, online and via the My asra, which can be downloaded for iOS or Android devices.

If you feel you are due for investment, it is important that you ensure you give access to our Condition Surveyors when they need to inspect the property.

If there are outstanding repairs at your home, please do not hesitate to report the issue by using My asra to access your online self service portal, or by phone via the Customer Contact Centre, on 0116 257 6716.

When do we invest?

The investment programme is built around home standards set by the Government in 2010. These standards are called Decent Homes. We work to these principles.

The Decent Homes Standard details when housing providers should invest in their properties. To warrant a replacement, the part of the home being looked at must be both outside of its life expectancy and should require improvement due to disrepair.

The guideline lifecycles of the main areas of the home which require investment are detailed below, although the life-expectancy does vary, based on the materials used.

We structure our investments to get as much value for money as possible. This often means that when replacements are agreed, our teams will complete the work for the whole street or scheme.

This does mean it is very important that you allow contractors reasonable access to your home so they can complete your improvement. If our contractors are unable to get the access which is required, your home will be removed from the investment programme for that year.

The improvement will then be scheduled in for the next time the contractors are working in your area, although no guarantee can be made for when that will be.

I'm on the list, what happens now?

When your property has an element that is due to a replaced, we will engage with a partner contractor to schedule in the work.

We will let you know at least six weeks in advance of any work which is scheduled to be completed at your home. Following this, our Officer will be in touch by phone to schedule an appointment. The Residential Liaison Officer will guide you through the process in its entirety and offer you choices on what products are installed in your home.

The Officer will then give you a detailed plan of work, including the dates when you will need to be at home, so that you can be there to provide access. It is important that the contractors are provided with ample access. If you do not, there is a risk the contractor will move on to the next home and your improvement will be delayed.

During the work, you will never be left without cooking and washing facilities and will be given the opportunity to discuss and feedback on the improvement work. You will always be given emergency contact details, just in case anything does go wrong.

Once the team have completed the installation, they will complete a full clean of the areas worked in and remove all rubbish, ready for you to enjoy your improved home.

How do I get on the list?

The decision making process starts with a survey. We recently completed a large programme of surveys. This programme of surveys allows us to monitor the condition of all of our homes so that we really can invest in the homes that need it the most.

If your home has yet to receive a survey, or it has been a long time since one has been completed, please don’t worry. When we programme our improvements in, we always work to include properties by street or scheme, so that everyone has an opportunity to accept their improvement. We also ensure that we complete over 2,000 surveys per year. This makes sure that we always have the most up to date information we can.

At the start of every financial year, we will review all of the information we have, so that a 3 year programme can be created. This 3 year programme will then be communicated to all of our customers, by post, SMS and online.

If you feel you are due for investment, it is important you ensure that when given the opportunity you allow access for our Condition Surveyors. 

If there are outstanding repairs at your home, please do not hesitate to report the issue by our customer app, online through our self service portal or via our Customer Contact Centre.

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