Asset Investment Policy

1.1 believe housing is committed to delivering a customer-focused, strategic and sustainable approach to planned investment works to provide healthy, comfortable, modern and energy-efficient homes for our customers.

1.2 Our overall approach to work will be efficient and driven by our annual cycle of stock condition survey data, which is regularly refreshed each year.

1.3 For the purpose of this policy, planned investment works are defined as all planned work, major structural work or cyclical maintenance carried out by believe housing on its homes:

• Planned investment work is the programmed replacement of internal and external components at the end of their expected lifecycle for example, kitchens, roofs, or energy-efficiency measures; for instance, loft or cavity installation.
• Major structural work is the replacement of any structural aspect of a home including – but not limited to – wall ties, lintel failure and floor heave.
• Cyclical maintenance is recurring work carried out at regular intervals to protect and maintain homes, gardens or communal areas.

1.4 This policy is to help our customers understand how their homes will be maintained and improved, while ensuring colleagues and other stakeholders have clear guidance on planning, delivering and monitoring all aspects of our investment programmes.

1.5 Through effective implementation of this policy, we will understand and meet our customers’ expectations by delivering high-quality improvements to promote thriving communities, protect our homes and provide value for money, while meeting all statutory and regulatory requirements and supporting our environmental objectives.

1.6 Planned investment work programmes are developed alongside our Asset and Place Strategy, primarily based on reliable asset management data that is updated from stock condition surveys and all completed work.

1.7 To ensure the most consistent live data is captured we will triangulate repairs data and insight from complaints to produce the most accurate real time programmes of work.

2.1 This policy recognises that effective delivery of planned investment work must balance:

• customer needs and expectations
• asset protection and improvement
• regulatory compliance
• value for money
• environmental sustainability.

2.2 The key aims of this policy are to:

• provide homes that are healthy, comfortable, modern and energy-efficient for our customers
• ensure customers’ homes meet the Decent Homes Standard
• achieve safe and compliant delivery of all planned investment work
• offer choice with proactive and flexible programmes that meet changing customer needs
• enable clear communication, minimise disruption and define expectations throughout the investment process
• actively engage customers in shaping our investment decisions and service delivery
• align investment with short and long-term business plans to protect and enhance assets and communities
• optimise value for money and social value through our investment decisions
• embed environmental sustainability throughout our approach to planned investment work
• support delivery of the Regulator of Social Housing’s Safety and Quality consumer standard by focusing on understanding the condition of our homes and using that data to provide safe, quality homes.

2.3 To achieve these aims we will:

• engage with customers to understand and support their needs and priorities
• measure success through customer feedback and performance monitoring
• use digital tools to receive, record and respond quickly to resolve any overall dissatisfaction
• collect, maintain and update stock condition data to inform investment decisions
• deliver planned investment work in line with our Asset and Place strategy and business plan
• model future repairs and investment needs using depreciation and lifecycle costs to ensure accurate financial planning
• manage our resources effectively and efficiently through careful recruitment and strategic planning
• work collaboratively with contractors and supply chain partners to deliver quality, value and accountability
• use sustainable materials and record carbon reduction
• maintain awareness of and compliance with all regulatory and safety requirements, including collection of all necessary certification and evidence
• explore and invest in digital or innovative solutions to enhance customer experience and programme efficiency
• deliver major  investment programmes efficiently and effectively, with clear ownership of all health and safety responsibilities.

3.1 This policy covers the planned investment, major structural work and cyclical maintenance to homes, buildings and communal areas owned and managed by believe housing, including leasehold properties.

3.2 The policy does not cover responsive repairs and maintenance, rechargeable or void repairs or customer home improvements, all of which have their own policies and procedures.

4.1 believe housing will deliver planned investment work programmes in accordance with all relevant legislation, regulation and guidance, including but not limited to:

• Building Regulations 2010 (and amendments)
• Building Safety Act 2022
• Construction (Design and Management) Regulations 2015
• Consumer Standards
• Control of Asbestos Regulations 2012
• Data Protection Act 2018 and UK GDPR
• Decent Homes Standard
• Electrical Safety Standards Regulations 2020
• Energy Efficiency Standard for Social Housing (EESSH)
• Energy Performance of Buildings Regulations 2012
• Equality Act 2010
• Gas Safety (Installation and Use) Regulations 1998
• Health and Safety at Work Act 1974
• Homes (Fitness for Human Habitation) Act 2018
• Housing Act 2004
• Housing Health and Safety Rating System (HHSRS)
• Landlord and Tenant Act 1985
• Net Zero Strategy requirements
• Party Wall etc. Act 1996
• Regulator of Social Housing’s Home Standard
• Regulatory Reform (Fire Safety) Order 2005
• Procurement Act 2023
• Tenant Satisfaction Measures (TSMs)
• Vulnerability Policy.

5.1 All planned investment work delivered under this policy is either fully funded by believe housing or part-funded by believe housing where other sources of external funding are available.

5.2 Access to other sources of external funding may be subject to survey and/or eligibility criteria, which could impact the possibility of works being delivered. Where this is the case, we will notify customers if their home is eligible for works or if no works are necessary and/or feasible based on survey results, eligibility criteria and/or funding availability.

6.1 believe housing has a Contract Management Framework, which sets out the standards and principles to be adhered to while dealing with commercial activity for believe housing and the contract management elements of any provision. It is essential that relevant stakeholders have regard to the objectives as stated within Procurement Act 2023 (PA2023). For reference, the objectives are:

• delivering value for money
• maximising public benefit
• sharing information for the purpose of allowing suppliers and others to understand believe housing’s procurement policies and decisions; and
• acting, and being seen to act with integrity
• considering potential barriers to SMEs (Small and Medium Enterprises) and considering whether these barriers can be removed or reduced.

6.2 In addition to the main objectives of PA2023, it is essential that – where stakeholders are involved in commercial activities – there is a requirement to ensure that:

• they act in a way that promotes trust between believe housing, its suppliers and our end users – tenants and communities
• management frameworks are proportionate and appropriate to the provision and level of prevailing risk
• accountabilities and responsibilities are defined, mutually consistent and traceable across all levels of management with appropriate separation of duties and delegated authority
• continuous improvement is promoted through capturing, sharing and using experience and lessons learnt, which are documented
• work is undertaken in multi-disciplinary teams and is appropriately assigned to those who have capability and capacity.

6.3 The planning and procurement phases of the commercial activity supports optimal value for money in relation to the relevant provisions within each of the category areas.

6.4 The Procurement Team supports departments across the business that require third-party provisions to maximise value and manage commercial risks associated with specific provisions. Once a contract has been formally awarded, the detail within the Contract Management Framework will be applicable and the Procurement Team will work alongside each department to provide advice, guidance and assistance with the management of such contracts.

7.1 believe housing will maintain accurate and comprehensive stock condition data to inform future planning of investment programmes and long-term financial planning to ensure our homes meet Decent Homes Standards.

7.2 The stock condition system will, in all cases, hold information on the components present within a home, the installation date and replacement date, as well as any relevant photographs, manufacturer details, locations and quantities.

7.3 This information will be updated through a rolling five-year programme of stock condition surveys, which has an annual target of surveying 20% of the homes owned or managed by believe housing. It is imperative customers allow access to carry out the stock condition survey to ensure the home meets the Decent Homes Standard and is free from any hazards under the Housing Health Safety Rating System (HHSRS). Any no access cases will be managed as per Section 13 of this policy.

7.4 Customers will be notified of stock condition survey appointments through clear and timely communication, typically by letter or email, followed by reminder messages using their preferred contact method. After the survey, customers will be informed of any planned works identified by the stock condition surveyor, in line with the lifecycle assigned to each component (for example, kitchens, bathrooms, or other key elements). Any Category 1 Hazards will be raised for repair immediately. This supports transparency, understanding, and a consistent customer experience.

7.5 The stock condition system will be updated when any planned investment works are completed. This will drive the future component lifecycle management and maintenance of our homes. Any customer‑led improvements to major components will be included in the stock condition surveying programme, where their condition and remaining lifecycle will be assessed in line with both HHSRS and believe housing’s standards and specifications.

8.1 Our approach to major component lifecycles is designed to fully align with the modernised Decent Homes Standard, which introduces stronger expectations around property condition, safety, energy efficiency, and the proactive management of key components. The updated Decent Homes Standard requires homes to be free from serious hazards, kept in a reasonable state of repair, and supported by robust data, inspection and maintenance planning.

8.2 The following table shows our major component lifecycles:

8.3 While lifecycle expectations inform our planned investment programmes, replacement decisions are based upon a broader Decent Homes Standard aligned to an assessment of:

• component condition, using proactive inspection and stock condition data
• whether the home remains free of hazards, including damp and mould
• cost effectiveness of repair versus renewal
• safety and regulatory compliance considerations, including thermal comfort and energy efficiency requirements.

8.4 Where customers have made their own upgrades to major components, these will be incorporated into a planned investment programme once they reach the end of their expected lifecycle. At that point, components will be renewed in line with Decent Homes Standard requirements to ensure consistency with:

• modern safety and quality standards
• long‑term asset management principles
• thermal comfort and energy efficiency expectations
• damp and mould prevention standards.

9.1 This policy will support customers and leaseholders in their understanding of the delivery of these works, advise them of what to expect and how they will be impacted by works.

9.2 We will engage with vulnerable and hard to engage customers by sharing information clearly and transparently to meet their needs. We will ensure that information is easily accessible through regular home visits, publications and updates on our website.

9.3 believe housing will:

• implement planned investment work programmes that maintain decent, modern and energy-efficient homes
• provide clear information about planned investment work programmes and timescales
• give customers choice in the specification of components where possible
• ensure works are completed to high quality standards by qualified contractors
• maintain effective communication before, during and after works
• consider individual customer needs and circumstances when planning works
• provide additional support for vulnerable customers if needed
• act upon any concerns raised during or after works completion
• monitor and measure customer satisfaction
• take on board customer feedback to improve future programmes
• keep customers updated on progress through regular communications
• provide aftercare support following works completion
• operate with a clear Asset Investment Communication and Access Guide.

10.1 Once an investment programme is developed, customers can expect believe housing and its contractors to take the following steps:

• notify customers that their home is part of the investment programme and details of the appointed contractor(s)
• completion of any necessary surveys and/or safety checks
• a bespoke design appointment (if applicable)
• a minimum of six-weeks’ notice of works starting
• an induction meeting
• access to literature and media explaining or demonstrating how the work will be undertaken
• a packaging service to protect or move your belongings if needed
• a dedicated customer experience representative who will be available throughout the works
• support with a temporary decant from the home should the works require this level of intervention
• use of community and respite facilities where feasible
• support to redecorate as per our Decoration Policy and where appliable
• provide customers with easy to understand handover information for any new technologies such as Photovoltaic Panels (PV), helping them get the most benefit from the equipment in their home.

10.2 We will regularly review our specification items in line with customer feedback to ensure they are provided the widest possible range of choices to meet their design and finish preferences.

10.3 When installing Home Energy Improvement measures such as PV, we will encourage and support customers to contact their energy supplier to arrange the install of a smart meter.

10.4 Although we aim to complete planned investment work as quickly as practicable, our priority is to deliver a quality service that meets customer needs and expectations. We do not operate with set timescales, however we will work with customers on an individual basis to ensure works are delivered at their convenience. We will achieve this by supporting customers with their needs either by extending or reducing our timescales where possible.

11.1 believe housing operates contract management principles to ensure the delivery of works is both effective and efficient.

11.2 The contract management process holds delivery partners accountable at regular intervals, with a series of both weekly delivery and monthly operational group meetings.

11.3 The meeting format is documented and consistent in relation to the agenda items, which manage the time, cost and quality of the full delivery service.

11.4 Key Performance Indicators are clear and set as a contractual process built into each contract.

12.1 We value all feedback and encourage customers to share their experiences at any stage – before, during or after the delivery of planned investment works.

12.2 To help us continually improve, customers will be invited to complete a short customer satisfaction survey upon completion of the works. The survey covers themes such as communication, timescales and quality.

12.3 We use digital tools to monitor responses in real time, allowing us to act quickly on any reports of dissatisfaction and resolve outstanding issues promptly. Regular analysis of feedback helps us identify trends and drive continuous service improvement.

12.4 If a customer is dissatisfied with the standard of service, actions or lack of action by believe housing, its staff or those acting on its behalf, they have the right to complain at any point in accordance with our Complaints, Compensation and Compliments Policy.

13.1  Customers must allow access to survey their home to ensure that it is a decent standard and safe. However, customers have the right to refuse improvement works in line with Decent Homes Standard guidance, except where:

• works are required to maintain structural integrity
• delay would cause deterioration to other building components
• Category 1 hazards defined by Housing Health and Safety Rating System guidance require urgent attention
• safety compliance works are due.

13.2  Where access for a survey or works cannot be arranged through telephone or in-person contacts, we will:

• make three separate and varied attempts to contact the customer utilising all available contact information
• initiate the appropriate steps to check customer vulnerabilities
• initiate our tenancy breach no access process (in the case of safety and compliance works or HHSRS Category 1 Hazards).

13.3  Where access cannot be arranged after the completion of a bespoke design appointment with materials already manufactured, we will apply the Rechargeable Repairs Policy.

13.4  Prior to commencing works, all programmed homes will be surveyed and assessed against the following criteria:

• current Decent Homes compliance
• safety standards
• component condition
• repair status
• remaining lifecycle expectations.

13.5  Following the survey, homes and/or individual components that are deemed to be meeting the required standards may be omitted from the programme following customer notification, which would require the customer to sign relevant paperwork for the Decent Homes Standard to be met. We may extend the lifecycle of well-performing components by up to five years from the survey date if there are no issues with condition and it is appropriate to do so.

14.1 believe housing is committed to protecting the health, safety and wellbeing of its customers, employees, contractors and the public. All planned investment work and cyclical programmes will be delivered in compliance with the relevant regulations and expected industry standards.

14.2 We will collect from or share with contractors, or provide to the relevant regulatory bodies, the following:

• notification of construction project (Health and Safety Executive F10 document)
• construction phase plan
• any relevant pre-construction information
• asbestos reports including any associated removals
• risk assessment and method statement including the contractor’s Construction Phase Plan
• building control or planning information (if applicable)
• competency credentials and qualifications.

14.3 All planned investment work programmes will be subject to monthly health and safety audits (internal and external) to ensure compliance and best practice is being achieved on our sites. Health and safety will also be a standard item on all progress meeting agendas.

14.4 We will collect all relevant documentation and/or evidence relating to the preparation and delivery of planned investment programmes, including:

• asbestos information
• completion certificates
• handover documents
• surveys
• Energy Performance Certificates
• user guides
• warranties.

14.5 We will take appropriate action to resolve any Category 1 hazards (defined by Housing Health and Safety Rating System guidance) that are identified at any stage of the planned investment process irrespective of the status of the work.

15.1  The policy will be reviewed every three years or where a change in relevant legislation or industry best practice or major incident warrants a review at an earlier date.

16.1 As a landlord, believe housing has a responsibility under the Housing Act 2004 and the Decent Homes Standard to ensure its homes meet set standards of decency. The Decent Homes Standard requires that homes:

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

16.2 The Chief Executive has overall responsibility for this policy and delegates day-to-day management of these duties through the Director of Assets and Development to the Assistant Director of Major Works and the Major Works Manager.

16.3 Planned investment work delivery is a collective organisational responsibility and therefore the implementation of this policy is delegated throughout the business as follows:

16.4 The Development and Investment Committee and Board will:

• challenge internal planned investment work procedures and performance
• scrutinise customer satisfaction and value for money in planned investment work programmes
• review and approve major investment decisions and budgets.

16.5 The Chief Executive will:

• scrutinise the implementation of the planned investment work policy and its related procedures
• provide sufficient resource for the implementation of a robust and compliant system for planned investment management, in line with relevant legislation and the Decent Homes Standard
• ensure adequate funding is available for planned investment programmes.

16.6 The Assets and Development Directorate will:

• promote awareness of this planned investment work policy and its associated procedures across the organisation
• oversee the management of planned investment work programmes ensuring believe housing remains compliant with relevant legislation and guidance
• report planned investment work programme performance on an agreed and consistent basis
• develop, maintain and regularly review this planned investment work policy and associated procedures
• implement clear and robust customer communication regarding planned investment work
• procure and oversee performance management of competent contractors to undertake planned investment work
• commission and review stock condition surveys to inform planned investment work programmes
• develop and manage the delivery of planned investment work programmes
• complete all actions arising from planned investment work in a timely and efficient manner
• record, update and monitor relevant asset and asbestos data and hold this in appropriate systems
• assess specifications and new technologies to ensure value for money and quality
• ensure all new build homes meet required standards and specifications
• provide information on new build homes to inform future planned investment work
• consider lifecycle costs and future maintenance in the development of new build home specifications.

16.7 The Property Repairs Directorate will:

• ensure in-house teams and contractors are appropriately qualified and trained for future maintenance of components installed through planned investment work programmes
• provide technical input into specifications and quality standards
• support delivery of planned investment work programmes through effective record keeping and coordination with responsive repairs.

16.8 The Neighbourhoods Directorate will:

• where required, provide customers with information about planned investment work at the start of their tenancy
• support access arrangements for planned investment work in line with our no access procedure.

16.9 The Customer Experience Directorate will:

• handle and coordinate customer queries relating to planned investment work.

16.10 The Corporate Strategy and Assurance Directorate will:

• provide competent health and safety advice for planned investment work activities
• investigate accidents/incidents relating to planned investment work
• monitor regulatory compliance
• provide feedback from complaints and compliments
• assist with customer engagement and communications.

16.11 The Finance Directorate will:

• support procurement and contract management activities
• assist with invoice queries and the processing of payments associated with planned investment programmes
• review planned investment programmes alongside medium and long-term financial plans to ensure sufficient financial resources are in place.

16.13 The Culture, Technology and Transformation Directorate will:

• support training needs for staff and stakeholders involved in planned investment work
• provide and maintain IT systems for effective and efficient delivery of planned investment work.

16.14 All believe housing colleagues will:

• be aware of the planned investment work policy and procedures and their duties within these
• report any issues or concerns relating to planned investment work delivery
• complete relevant training as required.

16.15 All customers will:

• provide reasonable access for planned investment work
• report any issues or defects with completed works
• take reasonable care of improvements provided
• follow guidance provided about use and maintenance of new installations.