Pro-Fit Green Energy, solar, battery and storage 01935 315315

Resident hub

Extra support

Some residents need us to work differently. That is normal, it is not a problem, and it does not delay your work. This page explains what we can do and how to ask for it.

You do not have to explain why you need support, and you do not have to prove anything. Ring 01935 315315 and tell us what would help.

You can ask for help if

  • You are elderly, or you live alone and would rather not
  • You are disabled, or you use equipment at home
  • You have a health condition affected by noise, dust or cold
  • You find visits or changes difficult
  • English is not your first language, or reading is hard for you

What support is available

This is not a full list. If what you need is not here, ask anyway. Most requests are easy to arrange if we know in advance.

  • More notice, and a reminder A phone call the day before to remind you we are coming, and a call on the morning to say when the team will arrive.
  • The same faces Where we can, we send the same operatives each day so you are not meeting new people every morning.
  • A female operative If you would prefer a woman in your home, tell us. We will arrange it where we can, and we will tell you honestly if we cannot.
  • Shorter or quieter days Agreed start and finish times, quiet periods for sleep, naps or medication, and breaks in noisy work.
  • Help moving things We will clear windowsills, move furniture and empty a loft for you, and put everything back. Please do not lift anything heavy yourself.
  • Keeping your home usable Keeping a ramp, a stairlift, a level access door or a particular room clear and working while we are there.
  • Working around care We will plan around carer visits, hospital appointments, dialysis, meal times and medication rounds.
  • Somebody with you A family member, a friend, a support worker or an advocate is welcome to be there whenever we are in your home.
  • Equipment that needs power If anything you rely on needs electricity, tell us before the work starts and we will plan the power interruption around it.
  • Identity checks If you are worried about who is at your door, agree a password with us in advance. Every operative also carries a Pro-Fit identity card.

How to request support

There are three ways to ask, and all of them work. You only need to do one.

  1. 01

    Ring us

    Ring 01935 315315 and ask for resident liaison. Tell us your address and what would help. We will write it on your job so that everyone who comes to your home knows.

    Best if: you want it dealt with today, or you would rather talk than write.

  2. 02

    Tell the surveyor

    The survey visit is a good moment. The surveyor will ask whether you need anything, and whatever you tell them goes on the plan for your home before any work is booked.

    Best if: your survey has not happened yet.

  3. 03

    Tell the team on the day

    It is never too late. If something is not working for you while the job is running, say so to the person in your home and they will get it changed.

    Best if: the work has already started.

What you tell us is used to plan your job and is shared only with the people who need it to do that work safely. You can ask us to remove it at any time.

What a resident liaison officer does

Your point of contact

A resident liaison officer is the person whose job is you, not the building work. They are there so that you always have one person to ask.

They will let you know what is happening and when, arrange any support you need, and chase up anything that has gone quiet. If you do not know who to ring, ring them.

They can also speak to your landlord for you if that is easier than doing it yourself.

What they can help with

  • ✓ Explaining what work is planned for your home
  • ✓ Changing a date that does not suit you
  • ✓ Arranging extra support
  • ✓ Chasing an answer you are waiting for
  • ✓ Sorting out access, parking and keys
  • ✓ Passing on a concern before it becomes a complaint
  • ✓ Getting information to you in another format

Your resident liaison officer

The name and direct number of the resident liaison officer for your programme will be shown here once that programme starts. They will also be printed in the letter you receive.

Until then, ring 01935 315315 and ask for resident liaison.

If something is wrong

Telling us that something is wrong is helpful. It is not a nuisance and it will not affect how you are treated. Most things are sorted out with one phone call.

  1. 01

    Tell us

    Ring 01935 315315, or tell the team in your home. Say what happened and what you would like done. You do not need a reference number and you do not need to put it in writing first.

    What happens next: we try to put it right straight away. Many things are fixed the same day.

  2. 02

    Ask for it to be a formal complaint

    If you are not happy with the answer, or you would rather it was recorded properly from the start, say that you want to make a formal complaint. We will log it that day.

    What happens next: you get the name of the person handling it and a note of what you have told us.

  3. 03

    We look into it

    Someone who was not involved in the work reviews what happened. They may need to visit, look at photographs, or speak to the team.

    What happens next: we keep you updated while we look into it, rather than going quiet.

  4. 04

    You get an answer

    We tell you what we found, what we are going to do about it and by when. If we got something wrong, we will say so.

    What happens next: if you are not satisfied, tell us and it is looked at again by someone more senior.

  5. 05

    You can also go to your landlord

    You can raise a complaint with your landlord at any point, whether or not you have spoken to us. You do not have to come to us first.

    What happens next: your landlord has its own complaints process, and it will contact us as part of it.

Timescales and written complaints

How quickly we will acknowledge a complaint, how long a full answer takes, and the address to write to are set out for each programme. We will publish those details here as well.

In the meantime, ringing 01935 315315 is the fastest way to get something looked at.

Information in another format

If this website is hard for you to read, we will send the same information in a form that suits you. There is no charge and you do not have to give a reason.

  • Large printAny of these pages, or your letter, printed in a larger, clearer typeface and posted to you.
  • Another languageTell us which language and we will arrange a translation, or an interpreter on the phone when we talk to you.
  • Read to youRing us and we will read the information to you over the phone, as many times as you need.
  • Easy readA shorter version with simpler words and pictures. Ask and we will arrange it.
  • To someone who helps youWe can send the same information to a family member, a friend, a carer or an advocate, with your permission.

Ask for help

01935 315315

Ask for resident liaison. Tell us your address and what would help, and we will arrange it.

Nothing here is for sale

Everything on this page is free to you. Nobody from Pro-Fit will ask you for money, for bank details or for a signature to arrange support.

If anyone asks you for payment for work on your home under a programme, do not pay them. Ring us and tell us.

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