Frequently asked questions
Who should I speak to if I have a question?
Your first point of contact is your Customer Liaison Officer (CLO) who will give you all their contact details at your first meeting, if you’ve not met them already. You can phone, text, email or WhatsApp them.
How will I know what day you are starting work?
We’ll send you a letter a fortnight beforehand and then confirm the exact start date approximately five days before we start.
I’m out through the day so won’t be around to let you in. What can I do?
Please chat to your CLO about this. We can make arrangements with a neighbour or family member, or put a key in a safe place.
What will happen if any of my belongings are damaged or go missing?
We ask you to be present whilst we’re working in your home to avoid any misunderstandings. However, please do pack away anything valuable. If you believe we’ve damaged something, please speak to your CLO.
I can’t move my furniture. Will someone be able to help?
Please speak to your CLO. We can’t make any promises but will see what we can do.
Can I change my mind once I’ve chosen my colours and finishes?
We’ll give you plenty of time to choose your options but once you’ve signed for them, we’re afraid they can’t be changed.
Will this work mean my rent will go up?
No. Your rent is set by a Government formula based on the local average earnings and local house values.
I will be away when you’re due to start work. Does that mean it won’t be done?
Please give us as much notice as possible. We will try to move your start date.
I don’t want the Connolly workers to use my toilet. Where will they go?
Don’t worry, we supply facilities for them to use.
Will I be left with cooking and washing facilities?
All services will be reinstated at the end of each working day. If this is not possible, other arrangements will be made.
I don’t want my pet to escape. What can you do?
We’re afraid we can’t take responsibility for keeping your pet safe. Please consider keeping them in a closed room or see if they can be looked after somewhere else.
What will happen if I am not happy with the finished work?
Our site manager will talk to you about a snagging list (any last fixes) and you won’t be asked to sign off the work unless you’re happy with it.
How can you stop my house getting dusty?
Unfortunately, some dust will be inevitable. We will do our best to minimise it by opening windows and keeping doors closed but if you have any breathing difficulties, it might be wise to go out for a while.
How can I check that Connolly is legitimate?
We hope this website goes some way to reassure you, but please also check the ID badge of anyone you let into your home. You can also check our accreditations with the relevant awarding bodies.
Anything you’re worried about?
Please talk to your CLO in the first instance. Your site manager can usually help with questions too. If you’re unhappy about any aspect of our service, please tell us and give us the chance to put it right.
