External painting and repairs

We believe that it is important to ensure that our customers have a choice in how their home looks and feels.

If your home is due an external repaint, our contractor will send you a colour chart for you to select your preferred colour from our range of choices.

Prior to this, you may want to start thinking about what you would like to have now. Our external paint choice guide below details all the options available, so please take a look. 

Please be aware that there are specific circumstances we may not be able to provide a colour choice to you. This is typically where a street or estate has a particular design requirement either imposed by planning authorities or due to the importance of maintaining a consistent appearance of a street or estate.

If your home is ineligible for a colour choice, we will inform you prior and explain the reason for this decision.

Before we can begin works at your home, we need to ensure that our contractors are working in a safe environment and that you and your belongings are protected.

Please ensure that:

• The outside perimeter of your home is clear from belongings that may be an obstruction. This may include, plant pots, garden furniture, ornaments, garden play items or storage
• Ensure any personal belongings fixed to the external walls are moved where possible. This may include, ornaments, signs, nonfixed lighting, cameras
• Please ensure vehicles are moved away from areas where painting may take place
• Any pets are kept away from work areas, to protect your animals from any hazards or materials in those areas.

If you are unable to move items safely, please contact us and we can discuss ways in which Westward and our contractors can support you.

What we expect our contractors to do?

• Control dust as best as possible
• Clear rubbish as soon as possible
• Communicate with you throughout the process
• No radios
• They are not permitted to use the toilet at your home unless you explicitly give them permission.

If you have any queries relating to preparing for external painting and repairs, please contact us using this form. 

• After cavity wall insulation is completed, will Westward fill the holes?

When cavity wall insulation is completed, we will seek to touch up the holes as best as possible. This may still show marking where old and new paint exists.

When we come to paint the external walls of your home, we would paint the whole property and cover up all the holes.

• What colour paint is used? 

We aim to provide you with a choice of colours to pick from. These colours can be viewed in our external painting colour guide viewable on this page.

Unfortunately, we cannot offer choice in all circumstances as some schemes are designed in a specific way and with a distinctive colour scheme. In these circumstances we would paint the walls in the same colour scheme as is existing.

On blocks, where possible, we will ask customer to provide votes on colour schemes, with majority vote being the deciding factor. Otherwise, we will paint the walls in the same colour scheme as is existing.

• Do I have to agree to improvement work being completed?

The following planned works are considered mandatory as they impact on the building and present increased risks if not completed:

·       External decorations and repairs

·       Roofing replacement works

·       Window replacements

·       Fire Door replacements.

The following works can be refused but only if the condition of the item planned for replacement is satisfactory or if there isn’t a legal/safety compliance requirement:

·       External Doors

·       Kitchen Replacement

·       Bathroom/wet room replacement

·       Heating replacements.

• Will I get the same improvements as my neighbour?

We will try and complete the following works areas on a scheme-wide basis:

·       External decorations

·       Pitched roof replacements

·       Window replacements.

This means we will aim to complete one or more of the above on all Westward homes on that street.

Improvements such as kitchens, bathrooms, heating, external doors and other smaller replacement items are replaced based on the specific age or condition of the improvement and done so on a property by property basis.

This means we may not do the above improvements to all homes on a street as a number of the improvements may be varying cycles or in varying condition.

• What if my home is not included in planned works programmes but I think work needs doing?

If your home is not on our programme and feel that it should be, please contact us.

We aim to undertake improvements to our homes as per our Westward Standard. If your home isn’t due for replacement due to age, we may still need to complete the improvement due to condition.

If you believe any part of your home requires replacement due to condition you need to report this as a repair. Our repairs team will then review this requirement to understand whether a reasonable repair can take place. If this isn’t a feasible option, it will be referred for early replacement due to condition.

• Will I be charged for any improvement works?

Whether an improvement is chargeable to you, is dependent on your legal agreement with Westward and dependent on the circumstances that the improvement is required.

Charge guide

Home owners/shared owners	Typically responsible for the management of works in their homes and for paying for these works.
Leaseholders	Typically responsible for paying a contribution towards the costs of works. This depends on the details set within their specific lease agreement.
Tenants	Westward are responsible for the management and costs relating to improvements. The exception to this is where works are paid for from service charge provisions which are a separate arrangement.

• Who will be doing the work on my home?

The contractors undertaking works will be dependent on the location you are in and the works being undertaken.

Contractor guide

Area	Contractor
North Devon and Bude	Westward Property Services (WPS)
South Devon	Westward Property Services (WPS) or Westcountry Maintenance Services (WMS)
Cornwall	Westcountry Maintenance Services (WMS)

• Will the work be disruptive?

Our contractors will work to minimise disruption as best as possible but planned works can be noisy and messy at times. Our contractors are expected to keep their work area as tidy as possible, but there may be periods where mess is inevitable.

If you are concerned about this, please let us know or discuss with our contractors at their initial survey of your home.

• Do I have to be present during the works?

All works that involve entry within your home will require you to be present to allow access.

External works do not need your attendance at all times. If you have a side gate to allow rear access, we urge you to leave this unlocked during any external works. This will allow our contractors to complete their work without delay.