kitchen & bathroom refurbishment 2025-26

ABOUT THE WORKS

YOUR NEW KITCHEN

  • • Please make sure that all kitchen units and worktops are cleared so that we can start the work.

    • Take down curtains and blinds, including the fittings and poles.

    • Set up a temporary kitchen area in your living room, so that you have access to essentials such as your kettle, tea, coffee, microwave and cutlery.

    • Our operatives will disconnect and reconnect all appliances.

    • We will help you with any large items that you can’t move yourself, if you let us know in advance.

    • Please remember to remove any valuable items out of the area we are working in to prevent them from being damaged.

    • Dust sheets will be provided if needed and floor protectors will be laid where necessary.

  • We will start work at your home at around 8am on the agreed date and the work will take approximately seven working days. 

  • • While our trade operatives are working in your kitchen, you won’t be able to use it.

    • We will start by removing your old kitchen units, installing the new plumbing and electrics. Once this is complete the next stage is the plastering, fitting the new kitchen units, tiling, painting and flooring installation.

    • Our trade operatives finish work at approximately 4:30pm Monday to Thursday and 3:30pm on Friday. 

  • We will carry out our quality check and compliance procedures to ensure all items are fitted to the required standards.

    If you experience any problems, after we have left your home, please do not hesitate to contact your landlord, who will work with Esh’s Aftercare Team to make sure they are resolved. 

  • Your new kitchen will last for many years if you take good care of it. 

    • Please always read the instructions on your cleaning products and use a mild detergent that is suitable for your worktops, sink and flooring. 

    • Don’t place anything heavy on opened drawers or doors.

    • Don’t overload shelves in your kitchen cupboards.

    • Don’t cut anything directly onto the worktop or place hot pans on the worktop as this will cause damage.

YOUR NEW BATHROOM

  • • Please make sure that your bathroom is clear and pack away toiletries and fittings that you want to keep, like mirrors and cabinets so that we can start the work 

    • Please remember to remove any valuable items out of the area we are working in to prevent any possible damage 

    • Dust sheets will be provided if needed and floor protectors will be laid where necessary 

    • We would advise you to remove any breakables in areas that we will use to access your bathroom such as the hallway and stairs.

  • We will start work at your home at around 8am on the agreed date and the work will take approximately seven working days. 

  • While our trade operatives are working in your bathroom during the day, you won’t be able to use your bathroom, so we advise that you have alternative arrangements in place 

    • There will be some inconvenience as we know that the bathroom is a key room in your home

    • After approximately 4pm Monday to Thursday and 3.30pm on Friday, once the trade operatives have finished for the day, we will leave your toilet and sink in full working order. 

  • Once we have completed your new bathroom, we will carry out an inspection and we will make any finishing touches to your bathroom if they are required. 

  • Your new bathroom will last for many years if you take good care of it. 

    • Always clean the bath with hot soapy water immediately after use 

    • Please always read the instructions on your cleaning products and make sure they are suitable for the surface. Do not clean the bath with gritty and abrasive cleaners or bleach

    • Rinse the shower curtain to remove traces of soap and machine wash regularly

    • Always clean your flooring with a mild detergent 

    • Remember to keep the room vented to prevent condensation and mould. 

    If you experience any problems, after we have left your home, please do not hesitate to contact your Customer Experience Advisor, who will 

NEW WINDOWS & DOORS

  • • Please remember to remove any valuable items away from the area we are working in to prevent them from being damaged and remove wall hangings, pictures and mirrors from the walls that may be affected by vibrations caused by the work

    • Move any outside furniture and fittings away from the area we will be working in. If you’re unsure what you should move, please speak to your investment liaison advisor 

    • We will do our best to minimise disruption, but there will be some inconvenience as we will need access to all rooms in your home to replace the windows

    • Floor protection will be installed and furniture protection used where required.

  • We will start work at your home at around 8am on the agreed date and the work will take approximately two days. 

  • • While our trade operatives are working in your home, you don’t have to remain in your home all day

    • Our trade operatives finish work at approximately 4:30pm Monday to Thursday and 3.30pm on Friday.

  • We will carry out a quality check and compliance procedures to ensure all items are fitted to the required standards.

    • We will provide new keys to doors and windows if required.

    • Your new windows will be fitted with trickle vents which allow a small amount of ventilation, please keep these open at the top of the window frame.

    • Open bedroom windows on a morning to allow the room to air.

    • Don’t puncture the frame of the windows to hang curtains.

    • Clean regularly in line with manufacturers instructions.

    • Please refer to our condensation leaflet for more tips on how to prevent condensation and mould in your home. 

    If you experience any problems, after we have left your home, please do not hesitate to contact your landlord who will work with our Aftercare Team to make sure they are resolved.

HEATING SYSTEM

  • This is major work and will cause disruption as we will be working in every room in your home.

    • Please remember to remove any valuable items away from the areas we are working in to prevent them from being damaged.

    • Take down any pictures and mirrors from the affected walls and move furniture away from the working areas. 

    • Please lift laminate flooring and roll back carpets. Your Customer Experience Coordinator will confirm which flooring is to be lifted / rolled back.

    • Flooring protection and furniture coverings will be used where required.

  • We will start work at your home at around 8am on the agreed date and the work will take approximately four days. 

  • While our trade operatives are working in your home, it’s advisable that you stay out of your home during the day

    • There will be quite a lot of noise, dust and disruption but, we will do our best to minimise this.

    • Your new boiler will be installed in the same place if possible.

    • Our trade operatives finish work at approximately 4.30pm Monday to Thursday, and 3.30pm on Friday. 

  • We will carry out our quality check and compliance procedures to ensure all items are fitted to the required standards.

    If you experience any problems after we have left your home, please do not hesitate to contact your landlord, who will work with our Aftercare Team to make sure they are resolved.

  • If thermostatic radiator valves have been fitted, please use them to turn on individual radiators

    • They have numbers or markings (Roman numerals) on them to show the temperature level of the radiator

    • 1 (I) is the coldest setting and 5 (V) is the warmest setting.

  • The thermostat tells the house when it is hot enough and turns the heating off. If the thermostat is set to a very high temperature, it will waste gas and money

    • As a guide, it should be set between 18-21°C (65-70°F), but you may want to set this higher if you are elderly, disabled, or have a young child in the house

ELECTRICAL WORKS

  • If you are receiving an electrical rewire or upgrade, this is because the wiring in your home is old and needs replacing.

    Your Customer Experience Coordinator will let you know what the electrical work includes.

    We will make every effort to make sure the work runs as smoothly as possible.

  • During the electrical rewire, workers will need to work in every room in your home. Please make sure you carry out the following before we start working in your home:

    • Pack away your belongings safely and securely, storing them away from the working area.

    • Take down wall hangings, pictures, and mirrors.

    • Move furniture away from the working areas, your Customer Experience Coordinator will let you know which furniture needs moving.

    • Protect your furniture, where possible.

  • While our trade operatives are working in your home, it’s advisable that you stay out of your home during the day.

    • There will be quite a lot of noise, dust and disruption but, we will do our best to minimise this.

    • Our trade operatives finish work at approximately 4.30pm Monday to Thursday, and 3.30pm on Friday. 

  • Once the electrical work is completed, we will carry out an inspection.

    We will show you how everything works and we will leave a user guide while we are in your home. If you experience any problems, please do not hesitate to contact your Customer Experience Coordinator, who will work with you to make sure they are resolved.

YOUR OPTIONS

GET IN TOUCH

  • If you experience a problem out of hours, contact your landlord who will contact Esh on your behalf.

  • Contact Thirteen Customer Services.

  • Thirteen provides a wide range of services that customers can access, such as support with employment, domestic abuse, mental health, homelessness and anti-social behaviour. Visit Services for All to find out more.

    https://www.thirteengroup.co.uk/page/services-for-all

  • Click here to view our most frequently asked questions.

  • Visit our Customer Feedback page to submit a compliment, claim or complaint, and to read the complaints procedure.