Investment works

The Governments Decent Home Standard for Local Authorities and Registered Social Landlords sets out a series of targets to ensure that all social housing meets a standard of decency. After achieving this standard back in 2010, North Tyneside has continued to keep its housing stock decent through a mixture of high investment and innovative ways of working. The council has also worked closely with tenants to agree the quality and choice of fixtures and fittings installed in their homes.

Housing Investment

Cabinet approval has been obtained to deliver the HRA business plan which will see the following improvement works proposed for our housing stock during 2024/25, this will see another £23m invested in homes across the borough.

• Kitchen and bathroom replacements to 703 properties
• Heating upgrades to 879 properties
• Roof replacements to 224 properties
• External redecoration to 2,743 properties
• Internal redecoration to 64 communal blocks
• External brickwork repairs to 272 properties
• Solar PV installations to 224 properties
• Cavity wall insulation renewal to 272 properties
• External wall insulation to 60 properties 
• Internal wall insulation to 21 properties 

The Affordable Homes Programme was also launched in 2013 and to date has delivered over 2,100 new affordable homes, including 263 new Council homes.

Our ambition through the programme is to deliver a total of 5,000 new homes and has firm plans in place to deliver 4,000 by 2032. Our future plans will see circa £33m spent delivering new Council homes and working with Registered Providers and private developers to deliver homes across the borough.

The Decent Homes Standard was introduced by the government to provide a minimum standard of housing conditions for all those who are living in council housing or housing association properties. The main criteria for the standard are:

• It must meet the current statutory minimum standard for housing
• It must be in a reasonable state of repair
• It must have reasonably modern facilities and services
• It must provide a reasonable degree of thermal comfort

North Tyneside Council met the government target to have all homes complying with the Decent Homes Standard by 2010. As well as routine repairs, we continue to operate a programme of planned maintenance to ensure our homes continue to meet the required standards. Major works such as the renewal of roofs, kitchens, bathrooms, central heating systems, structural repairs, electrical rewiring etc. are generally carried out as part of our planned maintenance programme. Further information on such works is available below.

We have some information about our kitchen and bathroom replacement scheme and how it could affect you. The work may vary slightly from what is stated depending on the type of property you live in and all works will be subject to an individual survey.

Why is the work being done?

The kitchen units, work surfaces and bathroom fittings in your home are predicted to have a 20 year life expectancy. Our programme of replacements aims to ensure your kitchen and bathroom are renewed within this timescale to maintain the Decent Homes Standard. You will be notified in writing by us if your area is scheduled for such works in the current financial year. If your kitchen and bathroom have recently been fitted and are in good condition, they will not be replaced as part of the scheme.

In some homes the layout of the kitchen may be poor and there may not be enough space. We will look to see if we can improve this as part of the work. If you have a disability, the kitchen and/or bathroom layout and fittings might not be suitable for your needs. In these circumstances your needs will be discussed at the survey visit and referred to an occupational therapist for assessment. We may be able to alter your kitchen and bathroom to make them more suitable for you.

How long will the work take?

Your kitchen and bathroom replacement will normally be completed within three weeks. During this time the operatives will install your new kitchen units and bathroom fittings, while carrying out other repairs and improvements to a number of properties in your street. The operatives may not need to access your home every day during this three week period and there may be times when you feel there is little progress on your home. This is usually when the tiling and painting is being carried out to a group of houses at the same time. The customer liaison advisors will let you when access will be required to your home to complete the work.

A member of our Property Services team will also need access to your home to carry out a final inspection once the work is complete.

What should I do before the work starts?

The customer liaison adviser will visit you at least a week before the work is due to start and explain what you will need to do.

The following preparations are normally required:

• Empty your kitchen cupboards and clear all worktops to allow easy access for the workers.
• Safely store all electrical items such as kettles, toasters, microwaves, as well as crockery, bathroom cabinets, toilet roll holders, mirrors, toiletries, ornaments and belongings. This will prevent any damage.
• Remove all your kitchen white goods such as fridge, washing machine or dryer. This will prevent damage during the work.  Our customer liaison advisors will advise you about storage, removal and protection of these items.
• If your home has not been rewired recently and a new fuse-board needs to be fitted, you will need to clear the area around your present fuse-board.
• Lift carpets or laminate flooring and move furniture as advised by the customer liaison advisor.
• The contractor will disconnect your gas or electric cooker to ensure the work is carried out safely.

If you need help moving any items please inform the customer liaison advisor when they visit your home.

What choices will I have?

We will offer you a wide range of choices to help you put your own personal touch into your kitchen and bathroom.

Choices will be available for the following:

• A range of unit fronts
• A range of tap styles
• A range of worktops
• A range of wall tiles
• A choice of emulsion wall paint colours
• A choice of floor tile colours

We will design the kitchen around your existing white goods wherever possible. We will try to take your views into consideration during this process. However, we need to consider the safety and design aspects of the kitchen so it may not always be possible to meet your exact requirements, such as cooker positions. If we can’t, we will tell you why.

If you have a disability and any special design requirements these will be identified at the survey visit and an occupational therapist will advise us on how we can best meet your needs.

What work is involved in replacing my kitchen?

The existing kitchen units, sink and worktops will be removed. If you have any walk-in cupboards or a pantry, we may offer you the choice of having it removed in order to improve the space and layout in your kitchen. We will discuss any proposals with you to make sure you are happy with what we suggest although sometimes the work may not be possible for structural reasons.

If your home has not been re-wired recently, we may need to install a new consumer unit (fuse-board). We may also fit additional sockets in the kitchen to cope with the increased number of electrical appliances that people now have in modern kitchens. We may need to carry out a fixed wired test. New kitchen wall and floor units will be fitted along with new worktops, sink and taps. We will also fit wall-tiles above the new work surfaces. If you have fitted your own tiles and you want to keep them, we will try to save them and fit any spares you may have as part of the work. If we can’t, we will discuss with you the options you have.

We will remove your wall paper if required and paint your ceiling, walls and woodwork.

What work is involved in replacing my bathroom?

The bath, toilet and washbasin will be removed unless you have adaptations in which case these will remain if they are in a good working order. If you have a second toilet in your home, we will inspect it. If it is in poor condition it will be replaced. The new bath, toilet and washbasin will normally be fitted in the same location as the old ones. A plastic bath panel and matching toilet seat will also be fitted. New tiles will be fitted around the bath and the washbasin to protect the walls from water splashes.

We will remove your wall paper if required and paint your ceiling, walls and woodwork.

What disruption will there be?

At times the work may be noisy and there may be some dust. The use of your kitchen and bathroom will be disrupted during the work and you will be without water for a short time while the plumbing work is done. This may prevent you from using your toilet. The new bathroom suite will normally be fitted and working in one day.

If a new electric circuit is to be installed in the kitchen, this may involve cutting into your walls to make space for the new wiring and socket outlets. During the installation you will only be without electric power for a short time. As most heating systems rely on electrical controls, there will also be minor interruption to your heating and hot water supply. 

You will not be left without heating and hot water overnight. We will reconnect your cooker at the end of each day so you will be able to use it that evening if required. Temporary work surfaces will also be provided during the work for use in the evenings.

Safe working practices will be followed at all times. All old fittings and materials will be removed and disposed of correctly.

If you feel that your personal circumstances, or health may prevent you from coping with this work and would like to discuss what options are available, please contact the customer liaison advisor or the Property Services team.

Will my decoration be damaged?

There is no guarantee that the new kitchen or bathroom fittings will be exactly the same size as those that have been removed. This may result in gaps in your floor coverings. Unfortunately we are not able to fit new floor finishes, which will be your responsibility. Any damage to your wall decoration will normally be put right when the new wall-tiles are fitted and emulsion paintwork done. If you have fitted your own wall-tiles and you want to keep them, we will try and save them and fit any spares you may have as part of the work. If we can’t save them, we will discuss with you the options you have.

We have some information for you about our window and door replacement scheme and how it could affect you. The work may vary slightly from what is stated depending on the type of property you live in and all works will be subject to an individual survey.

Why is the work being done?

Your external doors and windows are in poor condition and need replacing. Modern double glazed windows and composite doors are also more efficient so this work will also help you reduce your heating bills and make your home more secure. Our programme of replacements aims to ensure your windows and external doors are renewed in order to maintain the Decent Homes Standard. You will be notified in writing by us if your area is scheduled for such works in the current financial year. If any of your windows or external doors recently been fitted and are in good condition, they will not be replaced as part of the scheme.

How long will the work take?

The work will normally take two to three consecutive days to complete, depending on the weather.

What should I do before the work starts?

A surveyor will visit you to take measurements prior to works commencing. It is important he has access to all windows.  Once the measurements have been processed we will contact you to arrange a fit date. The customer liaison adviser will visit you at least a week before the work is due to start and explain what you will need to do. You will normally be required to take down your curtains, nets or any blinds.  If you have any fittings, furniture, ornaments or other valuables near your windows they should be moved before the work starts. If you need help moving any items please inform the customer liaison adviser when they visit your home.

What choices will I have?

Your home will normally be fitted with PVC-u (plastic) windows with sealed double-glazed units. We have to comply with the building regulations, which will mean that you will not be able to choose the style of window and may not get PVC-u windows if you are in a conservation area. If your front and back doors are to be replaced, a high security composite door will be fitted and you will have a choice of styles and colours.

What work is involved in fitting new windows and doors? 

The contractor will remove your windows and your front and back doors and frames will also be removed. If any PVC-u windows and doors have recently been fitted they will not be replaced as part of this scheme. The windows and doors will be fitted with secure locks and glass that meet current British Standards and security requirements. Any alarms on your existing windows cannot be fitted to the new ones though the contractor will ensure your alarm is left in a safe condition. The windows and doors will also have high-quality draught proofing and insulation features to reduce the amount of heat you lose from your home. The contractor will take away your old windows and doors and dispose of them correctly.

What disruption will there be?

At times the work may be noisy and dusty and you may not be able to use some of your rooms while the work is underway. Work will not be carried out in all your rooms at the same time so there will always be somewhere for you and your family to stay in comfort. Work will stop during periods of heavy rain or high winds. Access to your home should only be affected while external door frames are being fitted. Occasionally it may be necessary to remove an existing main T.V. / SKY aerial cable or telephone line that obstructs fitting the frames. You will be told if this is a problem, but we will ensure that disruption is minimal and the aerial or telephone line is put back as quickly as possible. If you feel that your personal circumstances, or health may prevent you from coping with this work and would like to discuss what options are available, please contact the customer liaison advisor or the Property Services team.

Will my decoration be damaged?

The work will not usually damage your internal decoration. The contractor may need to fit a plastic trim around the frames to ensure a good finish. The contractor will ensure that existing wall paper can be removed without taking off the plastic trim. Unfortunately we cannot accept responsibility for refitting or altering your blinds or curtains.

We have some information for you about our central heating replacement scheme and how it could affect you. The work may vary slightly from what is stated depending on the type of property you live in and all works will be subject to an individual survey.

Why is the work being done?

The central heating boiler in your home is old and due for replacement with a more efficient one. If you have a ducted warm air system we will fit your home with radiators. If you have electrical storage heaters in your home we will where possible install a gas central heating system. If you already have radiators in your home we will renew your heating controls and radiator valves so you can control the level of heat from each radiator. This work should help you control your heating and help you reduce your energy bills and make your home more comfortable. You may also get the choice of a new fire fitted in your living room. Our programme of replacements aims to ensure your central heating system is renewed in order to maintain the Decent Homes Standard. You will be notified in writing by us if your area is scheduled for such works in the current financial year. If your boiler has recently been fitted and is in good condition, it will not be replaced as part of the scheme.

How long will the work take?

The work will normally take two to three consecutive working days to complete.

What should I do before the work starts?

The customer liaison advisor will visit you at least a week before the work is due to start to explain the work involved and what you will need to do. In some cases carpets, floor coverings and floorboards may need to be lifted and re-laid by the contractor. Lifting and relaying of laminate flooring is the responsibility of the tenant. If you are unable to do this we may be able to arrange to have this done for you but we would not be responsible for any damage caused. Furniture and white goods may have to be moved from working areas. The customer liaison adviser will inform you if any of these apply to you.

The following preparations are normally required: 

• If your new boiler is to be fitted in your kitchen you will need to empty any cupboards that will be removed to make way for it. 
• You will need to allow reasonable access for the workmen.
• You should store safely any electrical items such as microwaves, televisions or stereos, as well as ornaments  around the working area to avoid them being damaged accidentally during the work.

If you need help moving any items or other support please inform the customer liaison advisor when they visit your home.

What does the work involve?

The contractor will remove or make safe the central heating boiler, gas fire, hot water cylinder and tanks in the loft (where required). Your heating controls, time clocks, thermostats and radiator valves will also be removed ready for renewal. Wherever possible, we will fit a new high efficiency condensing boiler to an external wall in your kitchen. The contractor may need to relocate or remove a kitchen wall unit to make room for the boiler.

Where a combination boiler is to be installed, there will be no need for a hot water storage tank or insulated cold-water tank with this type of boiler, as this provides all the hot water required. If this type of boiler can’t be installed for technical reasons, this will be explained to you and an alternative will be fitted. This may alter amount of work to be done.

New heating and hot water controls will be fitted and set to your requirements when the installation is complete.  We will give you verbal and written instructions on how to adjust the controls yourself if you wish to change the settings in the future. New thermostatic valves will be fitted to all radiators, except in the hallway, which does not need one. This will allow you greater flexibility to control the temperature in each room.

The contractor will also carry out any electrical work needed for the heating installation, as well as checking and upgrading the electrical earthing of metal pipework. At the same time gas pipework will be tested and renewed if necessary. The contractor has to follow safe working practices at all times. The contractor will take away your old heating system and dispose of it correctly.

What disruption will there be?

At times the work may be noisy and dusty and you may not be able to use some of your rooms while the work is underway. Work will not be carried out in all your rooms at the same time so there will always be somewhere for you and your family to stay in comfort. There will be disruption to your heating and hot water during the works, though you will not be left without these overnight. If you feel that your personal circumstances, or health may prevent you from coping with this work and would like to discuss what options are available, please contact the customer liaison advisor or the Property Services team.

Will my decoration be damaged?

When full heating systems are to be installed, it is possible your decoration may be damaged during the works. If this occurs, we will give you an allowance towards the cost of redecoration. This will be in the form or redecoration vouchers which you can use at local stores. If you are in rent arrears then the allowance may be credited to your rent account to reduce your debt to the Council.

We have some information for you about our roof replacement scheme and how it could affect you. The work may vary slightly from what is stated depending on the type of property you live in and all works will be subject to an individual survey.

Why is the work being done?

The roof, gutters and fascias are in poor condition and need replacing to prevent rain damaging your home. Your chimney will also be checked for repairs. Unless we do the work, your roof may be damaged by high winds or driving rain. Please note, roof slates are made from quarried slate. Slate can last for thousands of years. Generally, a slate roof fails only because the nails keeping the slates in place become loose or rusty. We will inspect the slates as they are removed from the roof and decide whether to renew them or re-fit them to your roof using new nails. This roofing work also gives us an opportunity to replace or top-up loft insulation, if it is needed. This will bring your home up to the latest recommended standards and help reduce your heating bills. Our programme of replacements aims to ensure your roof is renewed in order to maintain the Decent Homes Standard. You will be notified in writing by us if your area is scheduled for such works in the current financial year. If your roof has been renewed recently and is in good condition, they will not be replaced as part of the scheme.

How long will the work take?

The work will normally take two to three consecutive weeks to complete, depending on the weather. If loft insulation is required it will be installed in one day on a separate visit.

What should I do before the work starts?

You will need to remove all possessions from the loft space in your home. If you fail to do this we cannot guarantee the protection of such items and any necessary upgrade to the loft insulation would not be done. You may need to move garden furniture, vehicles, etc, away from the outside walls of the property to allow access for scaffolding. If you need help moving any items please inform the customer liaison advisor when they visit your home.

What work is involved in replacing my roof?

Scaffolding will be erected around your home a few days before the main roofing work is started. The contractor will remove all tiles or slates from your roof as well as the timber battens across the roof and the under felt, gutters and fascias. At this point we will inspect the condition of loft insulation, and remove it if it is in poor condition. We will also check existing roof timbers are in a good condition and free from decay. It will take longer to complete the work to your home if the roof timbers need to be replaced. After removing the old tiles or slates, a waterproof membrane underlay will be fixed over the roof timbers. This will ensure your home is wind-and weather-tight while the new roof is fitted.

The time taken to fit your new roof will depend on whether it is to be fitted with tiles or slates. It takes longer to renew a slate roof than a tiled roof. In both cases the tiles or slates are fixed onto timber battens using special nails or clips. At the same time the contractor will fit PVCu fascias, gutters and downpipes. Where necessary, new lead flashings are fitted to prevent water entering your home. These are required where pipes come through the roof or where the roof joins a chimney or another roof face. Safe working practices will be followed at all times. All old fittings and materials will be removed and disposed of correctly.

The scaffold to your property will usually be removed within one week of the work being passed by us as complete.

What disruption will there be?

All the work will be on the outside of your home. You may be affected by some noise but this should not be too loud or go on for too long. Access to your home should not be affected by the work. 

Occasionally scaffolding can affect TV, satellite reception or telephone lines. It may be necessary to remove an aerial, satellite receiver or telephone line that gets in the way of the scaffolding. In some cases scaffolding can affect your satellite signal. We will tell you if this is a problem, and we will ensure that disruption is minimised and the satellite, aerial or telephone line is reinstated as quickly as possible.

If you feel that your personal circumstances, or health may prevent you from coping with this work and would like to discuss what options are available please contact the customer liaison advisor or the Property Services team.

We have some information for you about our structural repairs scheme and how it could affect you. The work may vary slightly from what is stated depending on the type of property you live in and all works will be subject to an individual survey.

Why is the work being done?

As your property is ages, elements such as the external pointing and wall ties can start to deteriorate. In order to ensure the structural integrity of your property, we need to carry out repairs to the external of your home. Your chimney will also be checked for repairs at this time. Our programme of repairs aims to ensure your property is safe and watertight and maintains the Decent Homes Standard. You will be notified in writing by us if your area is scheduled for such works in the current financial year.

How long will the work take?

The work will normally take around two weeks to complete, depending on the weather. 

What should I do before the work starts?

You will need to move garden furniture, vehicles, etc, away from the outside walls of the property to allow access for scaffolding. If you need help moving any items please inform the customer liaison advisor when they visit your home.

What work is involved?

Scaffolding will be erected around your home a few days before the works are due to start. The contractor will grind out all of the external pointing to the walls and chimney as well as cutting out several bricks to enable access to the wall ties. The wall ties will then be renewed and the bricks replaced before the full external is re-pointed. Safe working practices will be followed at all times. 

The scaffold to your property will usually be removed within one week of the work being passed by us as complete.

What disruption will there be?

All the work will be on the outside of your home. You may be affected by some noise which unfortunately may be present for long periods during the working day. All efforts will be made to minimise any dust created during the works. Access to your home should not be affected by the work.

Occasionally scaffolding can affect TV, satellite reception or telephone lines. It may be necessary to remove an aerial, satellite receiver or telephone line that gets in the way of the scaffolding. In some cases scaffolding can affect your satellite signal. We will tell you if this is a problem, and we will ensure that disruption is minimised and the satellite, aerial or telephone line is reinstated as quickly as possible.

If you feel that your personal circumstances, or health may prevent you from coping with this work and would like to discuss what options are available please contact the customer liaison advisor or the Property Services team.

We have some information for you about our fencing replacement scheme and how it could affect you. The work may vary slightly from what is stated depending on the type of property you live in and all works will be subject to an individual survey.

Why is the work being done?

The estate in which your property is located has been identified for a new fencing replacement scheme to be carried out and our programme of replacements will help improve the visual appearance of your estate. You will be notified in writing by us if your area is scheduled for such works in the current financial year. If any of your fencing and gates have recently been fitted, are in good condition and match our current fencing specification they will not be replaced as part of the scheme.

How long will the work take?

The work will normally take two days to complete, depending on the weather.

What should I do before the work starts?

You will be contacted as part of the estate survey where all available works will be discussed with you, along with any requirements you may have. You will be required to ensure your garden is in a maintained condition and our contractors have free access to the fence lines being replaced. If any of the fences are overgrown with shrubs, trees, ivy etc. you will be responsible for cutting them back to allow our contractors to carry out the works. You will also be responsible for moving any sheds or storage units that would prevent access to the fences. If you have pets, you will need to ensure the garden is free of any faeces. 

What choices will I have?

Our standard specification for fencing and gates is 900mm high open boarded to front lines and 1800mm high close boarded to the rear (though planning restrictions may impact the ability to fit 1800mm high fences in some instances). Some residents prefer the lower height fencing in their rear gardens so this option may be available if agreed by the tenants on both sides of the fence line.

What disruption will there be?

At times the work may be noisy and dusty and you may not be able to use your gardens while the work is underway. Access to your home should not be affected. If you feel that your personal circumstances, or health may prevent you from coping with this work and would like to discuss what options are available, please contact the customer liaison advisor or the Property Services team.

My neighbour is private, why won't you replace my dividing fence?

Under normal circumstances, when a property is purchased from us under Right To Buy, the responsibility for the maintenance for the boundary lines is included within the sale. This means that any fences or walls on these boundaries becomes the sole responsibility of the buyer. We are therefore unable to replace any dividing fencing as it is essentially private property. We would not erect a secondary fence to any boundaries where it is owned by a sole party. 

My gardens are classed as open plan, can I have fencing fitted?

We do not fit fencing to open plan areas. These are generally maintained by our grounds maintenance teams and fitting fences would hinder their works. Adding more fencing to our housing stock also places increased pressures on budgets for the initial fitting and future maintenance.

I have boundary walls, can you put a fence on top?

We do not carry out wall top fencing to front garden walls as the wall is sufficient to demark the boundary lines. If applicable, you will be able to have the garden gate replaced. If your boundary walls are in poor condition, any required repairs will be carried out as part of the programme.

I had my own fencing fitted, am I entitled for it to be replaced?

Providing the fencing has been erected to the correct locations, it will be eligible for replacement as part of the programme. Any new fencing will be fitted to our standard specifications and therefore may be a different height and style to your current fencing. If your fencing is in good condition and you do not wish for it to be replaced, please contact the Property Services team or advise the officer during the survey visit.

I've been told I cannot have the 1800mm high fencing due to planning reasons. Why is this?

If any of your fence lines are adjacent to a public highway (or footpath adjoined to the highway) then planning permission is required to erect any fencing or walls above 1000mm in height. We do not carry out planning applications for individual properties and therefore our lower height fencing would be fitted. Further information is available on the Planning Portal

I had a special fence fitted due to specific household needs. Will this be replaced like for like?

The fencing replacement programme follows strict criteria with regards to fencing locations and specification. If special arrangements have previously been made for your property, then you may need to get back in touch with the relevant department in order for it to be renewed. This will be confirmed during the survey of your property.

Will you fit driveway gates?

We must remind you that you are not authorised to park a vehicle within the boundaries of your property unless it has a properly constructed driveway and the required dropped kerb access. Should the property meet these requirements, then it will be eligible for driveway gates. These gates cannot be fitted to open out over the public footpath. If you are planning on installing your own driveway in the near future, you should discuss this matter with the officer during your property survey and they will advise you on the relevant permissions that will need to be obtained. 

We have some information for you about our external painting scheme and how it could affect you. The work may vary slightly from what is stated depending on the type of property you live in and all works will be subject to an individual survey.

Why is the work being done?

The estate in which your property is located has been identified for external painting to be carried out as part of a programme of redecoration works helping to improve the visual appearance of your estate. You will be notified in writing by us if your area is scheduled for such works in the current financial year.

How long will the work take?

The work will normally take up to 3 working days to complete, depending on the weather and the extent of painting and pre paint repairs that are required.  All works will be subject to survey.  Works are not always continuous, there may be periods of time where no works are undertaken.

What should I do before the work starts?

For the works to commence, we ask that an area of approximately 2 metres away from the perimeter of the property is cleared prior to the works starting.  This includes personal items around the home and attached to the external walls, any rubbish and any dog faeeces.  Gates need to be unlocked during working hours to allow access and the welfare of your children and pets is your responsibility.  We request that vehicles are not parked on driveways during working hours.  

What choices will I have?

Our standard specification for external painting is to paint any pre painted surfaces which may include facias and soffits, downpipes and cills etc.   The required works will be subject to survey prior to works commencing.

What disruption will there be?

At times the work may be noisy and dusty and you may not be able to use your gardens while the work is underway. Access to your home should not be affected but we do ask that cars are moved off the driveway during working hours and any personal items such as planters, pots, children’s toys etc are moved away from the perimeter of the building.  If you feel that your personal circumstances, or health may prevent you from coping with this work and would like to discuss what options are available, please contact the customer liaison advisor.

If you have recently had a planned maintenance works carried out at your property and would like to provide some feedback on how we performed, please click the link below and submit your comments. We are always interested on how our customers rate the services we provide. We will ensure any positive comments are relayed to the team responsible and any negative feedback is investigated to help us improve our services further.

Customer feedback form

We have some important information about the potential for asbestos containing materials being present in your home. Please take the time to read the information below to help you understand why they may be present, how we manage asbestos within our properties and what your responsibilities are.

What is asbestos?

Asbestos is a natural (silicate) mineral found in rock. It was crushed and added to building materials because of its characteristics of being strong, flexible and its resistance to chemicals and heat. The popular terms of asbestos are white, brown and blue asbestos. You cannot tell if a material contains asbestos just by looking at it. Often the material asbestos is added to, disguises the asbestos fibres and the only way to confirm it contains asbestos is by testing the material in a specialist laboratory. Asbestos was widely used in the building industry so if your property was built or refurbished prior to 2000, it is possible it may contain some form of asbestos-containing material. Generally, asbestos is safe if it is not disturbed, as it cannot release fibres into the air. Activities such as drilling, cutting, sanding and scraping could result in asbestos fibres being released. If these fibres are inhaled then there could damage your health.

Where might you find asbestos in your home?

Asbestos was added to many different types of building materials and products over the years. The list below shows some possible locations but should not be considered as an exhaustive list:

Internal

Water tanks
Textured decorative coating (eg Artex)
Bath panel
WC seat and cistern
Panels behind fuse box
Linings to heater cupboard
Lining around boiler
Floor tiles
Linings behind fire
External
Gutters and rain water pipes
Soffit boards
Exterior window panels
Roof coverings
Outhouse or garage walls
Canopy soffits

Asbestos Do's and Don'ts

Do treat asbestos with respect.
Do not panic – if left undisturbed asbestos is safe.
Do contact us if you think you have damaged asbestos in your home.
Do not attempt to remove any suspected asbestos materials yourself.
Do contact us if you are planning any DIY or improvements to your home.
Do not put yourself at risk by carrying out DIY on or next to asbestos materials, for example cutting, drilling or sanding.
Do help us by keeping any appointments we, or our asbestos surveyors / contractors make with you.
Do not ignore any advice we give you.
Do take caution to avoid damaging asbestos materials.
Do not dust, sweep or vacuum areas where asbestos debris may lie.

Frequently asked questions

If there is asbestos in my home, why not remove it? Am I not at risk?

When asbestos surveys are carried out, not only do they confirm whether or not materials contain asbestos, they also confirm their condition. Asbestos-containing materials in good condition do not pose a risk to your health and sometimes removing it can be more hazardous than simply leaving it alone. If the material is in a poor condition, then the decision will be made to either remove it or make it safe.

I think I may have damaged or disturbed asbestos-containing materials in my home – what should I do?

Do not panic, contact us on 0345 2000 102 and we will make arrangements to have the material assessed and sampled if required. We will then decide on the most appropriate course of action to ensure your safety.

I’ve heard that Artex contains asbestos. What is it and is it safe?

Artex is a textured decorative coating that was widely used on interior walls and ceilings. Some older types of artex contained a very small amount of asbestos. Artex is safe as long as it is not disturbed i.e. sanded or scraped. 

Can I paint asbestos-containing materials? 

Yes. It is safe to paint Artexed walls and ceilings and even insulation board however you should never sand the materials nor use tools such as wallpaper scrapers on them. To prepare for painting simply wipe the material with a damp cloth to remove any dirt.

I have noticed some pieces of broken floor tile that I have been informed contain asbestos. Am I at risk?

No, even broken pieces of tile are extremely unlikely to release any asbestos fibres. If the tiles do contain asbestos, they need to be disposed of correctly so please contact us so we can arrange this for you.

How we deal with asbestos

We hold an asbestos register for properties where an asbestos survey has been completed and this register is continuously updated as we carry out further asbestos surveys to our housing stock. If there are improvements or major repair works planned for your home and we do not have any asbestos information on your property type, we will arrange a property assessment before the works take place. This may involve a full asbestos survey whereby samples are taken of any suspected asbestos-containing materials. We have a legal duty to protect against the health risks posed by asbestos being disturbed. We therefore need to know what asbestos-containing material may be in your home before starting any major works. If you do not allow the surveyor into your home, this could delay the works being undertaken. After the survey has been completed, if asbestos-containing material is found we will do one of the following:

• If the type, location and condition of the asbestos is considered a high risk, we will immediately arrange removal of the material.
• If the type, location and condition of the asbestos is considered a much lower risk, we may decide not to remove it. We will record its location and monitor its condition. Depending on its location we may also plan to remove it as part of a planned removal programme.

Your responsibilities

Please remember you must not make any changes to your property (excluding general decoration) without prior written consent from the Council. This also includes garages and out buildings. You must complete a fixture and fittings form available from our Customer Services Centres. Following receipt of your request to carry out improvements to your home, we will check our records to see if there are any known asbestos containing materials in the area you wish to alter. If we have no information on file, we will arrange to have the area inspected. You will then be notified if you can proceed with the works. If you carry out work, or allow others to do so on your behalf without our permission, you may be putting yourself and others at risk of asbestos exposure and you may also be liable for any costs incurred for dealing with any asbestos incidents. If you buy your property from us, then you will become responsible for any asbestos-containing materials in your home.

Asbestos in privately owned homes

Unfortunately, we are unable to offer asbestos surveying, analytical, removal or collection services for privately owned properties. This includes properties that have been previously purchased from the Council.

If you suspect you may have asbestos containing materials within your property, we would recommend you arrange for them to be sampled and tested by an asbestos surveyor. If you are unsure about the presence of asbestos and are planning refurbishment work, we would recommend you arrange for an asbestos survey to minimise the risk of disturbance. We would suggest you appoint the services of a UKAS Accredited surveyor or company to carry out such testing or surveying. Further guidance as well as assistance for finding a surveyor can be found here.

If you have confirmed the presence of asbestos containing materials within your home and require them to be removed, we would always recommend you appoint a licensed contractor to carry out such works. Whilst not all asbestos removals require a licensed contractor, the use of one should help ensure the people attending are suitably experienced and trained to carry out such works safely, as well as ensuring the materials are also disposed of correctly. A list of all licensed contractors can be found here.

If you choose to carry out DIY repairs or remove damaged asbestos materials yourself, make sure you wear the right protective equipment and follow safe working methods. For advice on doing this, please see the Asbestos Essentials. Any removed asbestos will need to be legally disposed of as hazardous waste. This should not be mixed with normal household waste. For further information, please contact Envirolink on 0345 2000 103.

Further guidance and advice on asbestos can be found on the Health and Safety Executive website.

In 2011/12, North Tyneside Council and E.ON entered into an agreement which saw 1,500 homes fitted with solar panels. This was made possible by a government incentive and at no cost to the council. Homes had to meet a certain criteria to make them suitable for the panels to be fitted, such as: roof orientation, no shading issues and the roof structure had to be strong enough to take the additional weight of the equipment. If your home is fitted with solar panels then it is important that these are not switched off as this could save you on average £120 a year.

In order to ensure your system is operating correctly, E.ON may on occasion, require access to your property to inspect their equipment and repair if required. We would ask all tenants with solar panels to cooperate with E.ON if contacted.

Please find below some frequently asked questions relating to the solar panels fitted on your home. An Information guide is also available on how to make the most out of the system.

Does it have to be sunny?

No. The panels will generate electricity all day even if it’s not sunny. But the system produces most electricity when the sun’s shining brightly.

How can I tell if the system’s working?

The system is completely automatic. But you can check if it’s working by looking at the generation meter. The red LED (pulse) will blink when the system’s working and should blink faster when it’s sunny.

Do I need to read the meter?

No. The meter automatically sends the reading to E.ON, using mobile phone technology. You should read your main electricity meter as normal and pay your bill in the usual way.

Do I have to pay for anything?

No. The system is owned and maintained by E.ON. They get paid a ‘feed in tariff’ for the electricity generated. You benefit because the electricity from your panels will cut down on the amount of electricity you have to buy.

How much could I save?

Most homes should be able to save about £120* on their yearly electricity bill. The highest savings will be in the summer.

How can I get the most out of my system?

Try to use large appliances like washing machines, dishwashers and tumble dryers during the day. Many appliances have built in timers so it’s worth using these. You’re most likely to save money when the sun is highest, around noon. It will help if you use appliances one after another and not all switched on together.