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We're currently carrying out stock condition surveys of all our homes to enable us to update the information we hold on them. Red Kite Community Housing is working with us on this project as managing agents, and specialist surveyors Faithorn Farrell Timms, also known as FFT, will be carrying out the surveys.
Why are you carrying out a survey of my home?
We are surveying our homes to make sure the information we hold is accurate and up to date. The survey will help us understand the condition of our homes, identify potential risks and plan future repairs, maintenance, investment and energy-efficiency improvements.
The survey does not necessarily mean that repair or improvement work will take place immediately. The findings will help us prioritise future work and direct investment to the homes and components that need it most.
Who will carry out the survey?
We have appointed specialist surveyors, Faithorn Farrell Timms, also known as FFT, to carry out the surveys on our behalf.
All surveyors will carry an FFT photographic identification card and a letter of authority from Twenty11. Please ask to see both before allowing the surveyor into your home. Our contractors expect residents to check their identification.
How can I check that the surveyor is genuine?
Ask the surveyor to show their FFT photographic identification and Twenty11 letter of authority.
If you are unsure whether the surveyor is genuine, do not allow access until you have checked. You can contact FFT using the telephone number or email address shown in your appointment letter to confirm the surveyor’s identity.
How will my appointment be arranged?
If your home is included in the current survey programme, FFT will contact you with information about the proposed survey date and how to arrange a convenient appointment.
Please contact FFT using the telephone number or email address shown in your appointment letter. Alternative dates may be limited, so please respond as soon as possible.
What will the surveyor inspect?
The surveyor will visually inspect key parts of your home, which may include:
The surveyor will record the age, condition and likely remaining life of relevant components.
Will the surveyor need access to every room?
Yes. The surveyor will need access to all rooms, relevant cupboards and any loft or external areas that form part of the property and can be accessed safely.
Please keep these areas reasonably accessible for the appointment. The surveyor will not move heavy furniture.
Is the survey intrusive?
No. The survey is a visual and non-intrusive inspection.
The surveyor will not lift carpets or floorboards, move heavy furniture or cause damage. The surveyor may take measurements and photographs of relevant property components.
How long will the survey take?
The survey will normally take around 20 to 40 minutes, depending on the size and type of your home and the areas that need to be inspected.
Will the surveyor take photographs?
Yes. The surveyor may take photographs of relevant property components, such as the kitchen, bathroom, heating system, windows and doors. The photographs will support and validate the survey findings.
The surveyor will avoid photographing residents and personal belongings wherever possible.
How will my information and photographs be used?
The information and property photographs collected during the survey will be provided to Twenty11 and used for asset management, maintenance, safety, investment planning and related assurance purposes.
What happens if the surveyor identifies an urgent problem?
Any urgent health and safety concern identified during the visit will be reported promptly to Twenty11 for assessment and appropriate action.
Not every issue identified during the survey will require immediate work. Other findings will be considered as part of our future maintenance and investment planning.
Will the surveyor carry out repairs during the visit?
No. The surveyor is attending to inspect and record the condition of your home, not to carry out repairs. Urgent health and safety concerns will be reported promptly to Twenty11.
What if I report an existing repair to the surveyor?
Please continue to report repairs through the portal - once you’ve logged in, tap/click on ‘My Repairs’ and then ‘Report a Repair’. The survey is not a replacement for reporting a repair. The surveyor may record visible issues as part of the inspection, but this does not automatically create a repair appointment.
Does the survey mean I am getting a new kitchen, bathroom or other improvement?
Not necessarily. The purpose of the survey is to collect accurate information about the condition of your home and its components.
The findings will help us decide what work may be needed, when it should take place and how it should be prioritised.
If work is planned for your home, we will contact you separately and provide appropriate notice.
Will I receive a copy of the survey?
Tenants will not automatically receive a copy of the survey report. The information will be provided to Twenty11 and used to support future maintenance and investment planning.
If you would like information about findings relating to your home, please contact Twenty11’s Asset Management Team via your portal or at contact@twenty11.co.uk.
What if I cannot attend the proposed appointment?
Please contact FFT as soon as possible using the details in your appointment letter. FFT may be able to arrange an alternative appointment, although the dates available may be limited.
What happens if I miss the appointment?
Please contact FFT using the details in your appointment letter to discuss another appointment. Rearranging promptly will help avoid delays to the survey programme.
Do I have to provide access?
Your tenancy agreement allows Twenty11 and authorised contractors to access your home for inspections, subject to appropriate notice and arrangements.
We encourage you to cooperate with the survey because the information will help us keep your home safe, warm and well maintained. If you have concerns about access or cannot accommodate the proposed appointment, please contact FFT or Twenty11 so that suitable arrangements can be discussed.
Should I prepare my home before the survey?
You do not need to make any special preparations. However, please make sure the surveyor can safely access all rooms, relevant cupboards, the fuse box, boiler and heating controls, and any accessible loft or external areas. You do not need to move heavy furniture.
Can someone be with me during the survey?
Yes. You can ask a family member, friend, support worker or representative to be present during the appointment. Please let FFT know if this affects the appointment arrangements.
Can children or pets remain in the home?
Children and pets may remain in the home, but please make sure the surveyor can move safely between the areas being inspected. Pets should be kept secure where necessary.
Can the surveyor wear shoe covers?
Yes. Surveyors will carry disposable shoe covers and will wear them at your request.
What if I need additional support or a reasonable adjustment?
Please tell FFT or Twenty11 when the appointment is arranged if you need additional support, a reasonable adjustment, information in another format or language, specific communication arrangements, or a family member, support worker or representative to be present.
FFT and Twenty11 will discuss the appropriate arrangements with you.
Will you check for asbestos?
The stock condition survey is a visual, non-intrusive inspection. The surveyor may record the visible condition of relevant materials or areas, but the visit is not a full asbestos survey.
If there is a concern about a material that could contain asbestos, the surveyor will report it to Twenty11 so that it can be assessed through the appropriate process. Please do not disturb, cut, sand or damage any material you believe may contain asbestos.
Further information is available on our asbestos webpage.
Will the survey affect my tenancy or rent?
No. The purpose of the survey is to understand the condition of the property and plan future maintenance and investment. The survey itself does not change your tenancy or rent.
What happens after the survey?
FFT will provide the survey information to Twenty11. We will review it alongside other property information to plan and prioritise future maintenance and investment. If any work is planned for your home, we will contact you separately.
Who should I contact if I have a question?
For questions about arranging or changing an appointment, please use the FFT contact details shown in your appointment letter.
For questions about the survey programme or your home, contact Twenty11 via your portal or email contact@twenty11.co.uk.