Working with us: standards for contractors and suppliers

• Scope of works and expectations
• Customer details and any property alerts (as needed)
• Asbestos information (if present)
• Links to policies and procedures
• Named Acis contacts
• CDM 2015 expectations where relevant.

You must complete our onboarding, acknowledge our Contractor Code of Conduct and data protection requirements, provide RAMS and training competencies, confirm your team has completed your own company induction, and supply proof of suitable insurance and any SSIP/CHAS/SafeContractor memberships.

If you use subcontractors, ensure they provide the same details. Apply proportionate CDM 2015 where required.

Summary list of requirements:

• Approvals & documents: Code of Conduct, data protection acknowledgement, contractor approval procedure (these need to be hyperlinked as PDFs).
• RAMS & permits: Submit and follow agreed RAMS; arrange any permits to work in advance (working at height, electrical, gas, excavations, asbestos, hot works, pressure systems, fire alarm isolations).
• Insurance & accreditations: Provide proof at onboarding; ensure subcontractors do the same.

• Carry ID and dress appropriately (No shorts or trainers. Wear suitable PPE.
• Work safely, respect residents and property.
• Keep good housekeeping. No smoking or vaping except in designated areas.
• Don’t use mobiles while working at height, driving or on tasks needing full attention.
• No radios/music in tenanted homes.

Anyone displaying unacceptable behaviour will be removed.

Always sign in and out using the process for that site or work stream. Tell the site team when you arrive and keep your ID visible.

Do not start work until our representative has reviewed your RAMS. Make sure every team member has read and understood them and follow all control measures. If something doesn’t feel right, stop and report.

Every substance must have a COSHH assessment; read it before use. Don’t bring your own chemicals. Follow guidance on storage, use, spills and disposal – never dispose via drains or general waste.

We’ll tell you if a building has asbestos and provide information before work starts. Do not carry out intrusive works without checking the asbestos register. If you discover suspected asbestos: stop work, secure the area, and alert your Acis contact immediately. Only trained, competent people may work with asbestos.

Where tasks create dust, use suitable controls and wear at least FFP3 RPE. Protect others on site and dispose of dust correctly.

Contractors must supply suitable PPE/RPE and ensure correct fit.

Permits are required for:

• working at height,
• electrical works,
• gas,
• excavations,
• asbestos,
• hot works,
• pressure systems,
• and isolating fire alarms.

Obtain permits before starting and keep available on site.

Prevent fires through good housekeeping and by following site rules. If you see a fire: raise the alarm, evacuate, go to the assembly point. For hot works, secure a permit, have extinguishers, and carry out a fire watch after.

Report all accidents/incidents to your Acis contact (and your line manager) immediately; our internal forms must be sent to safe@acisgroup.co.uk within 24 hours.

Report near misses within 24 hours via your system and notify Acis by email; we’ll investigate and share actions. For serious incidents, leave the scene undisturbed if safe and take photos.

We prohibit alcohol and illegal drugs on our sites and may carry out random testing. We’ll prevent anyone unfit for work from carrying out duties.

We have legal, contractual and moral duties to protect children and adults at risk.

• Follow our safeguarding policies
• Complete any required training
• Remain vigilant
• Report concerns immediately, maintain boundaries, and cooperate with investigations
• Use safe recruitment and vetting for anyone working on our behalf.

This applies in every customer interaction, every home entered and every piece of work carried out on our behalf.

Contractors must:

• Follow Acis EDI policies and all relevant legislation
• Treat all tenants consistently, regardless of any protected characteristics
• Use inclusive, clear and respectful communication
• Be mindful of cultural, religious and personal differences when entering homes
• Respect privacy, household dynamics and personal space
• Adapt your approach for customers with additional needs – for example disabilities, language barriers or sensory needs
• Avoid assumptions about people’s circumstances or abilities
• Ensure subcontractors and temporary staff uphold the same standards.

We expect every contractor and supplier to follow “The Acis Way” – a set of service behaviours that ensure customers feel safe, respected and informed.

Reliability and scheduling

• Arrive on time and keep appointments
• Meet agreed deadlines
• Notify Acis immediately if delays occur or access is an issue.

Quality workmanship

• Deliver high‑standard repairs and improvements
• Follow specifications and use appropriate materials
• Leave work safe, secure and finished to a professional standard.

Clear communication

• Keep customers updated throughout the job
• Explain works clearly, including any disruption or next steps
• Escalate concerns early to your Acis contact.

Professionalism and behaviour

• Present yourself professionally
• Minimise noise and disruption
• Be polite and respectful at all times in and around customers’ homes.

Site management

• Keep work areas clean, tidy and safe
• Protect furniture, belongings and flooring from dust or damage.

Post‑project support

• Carry out snagging checks
• Provide warranties, instructions or manuals where needed.

Our service standards set out what our customers can expect every time a contractor visits their home on our behalf.

Our contractors will:

• Give clear, accurate information so customers know what to expect and when
• Show up on time, meet deadlines and communicate delays immediately
• Take time to listen and understand customers’ needs
• Be friendly, professional, polite and respectful
• Treat all customer information confidentially
• Communicate in plain English using simple, clear language.

In a customer’s home, our contractors will:

• Introduce themselves and show ID
• Make appointments where appropriate
• Use protective sheets and coverings to guard against dust and damage
• Treat the home with respect – no eating, smoking, bad language or playing music
• Tidy up after themselves and leave essential services working at the end of each day
• Provide manuals, instructions or demonstrations where needed.

Responding to individual needs

Our contractors will:

• Provide information in ways customers find easy to understand
• Make reasonable adjustments to help customers access our services
• Follow our vulnerabilities policy  offering support and advice where appropriate

If you see damp, mould or other serious hazards, notify our customer service centre or planning team on 0800 027 2057 promptly, so we can meet strict investigation and repair timeframes (24 hours for emergency hazards; investigate within 10 working days and start repairs within five working days for significant hazards).

Acis Group is committed to the National Housing Federation’s approach of using routine and planned interactions with residents as opportunities to gather information about the condition of their homes and their needs.

On the frontline, this encourages operatives and contractors to use everyday interactions with tenants and residents as opportunities to promote health, wellbeing and access to support services, while keeping their role simple and focused. It helps ensure anyone visiting on behalf of Acis can recognise and report issues that may require further action to help customers sustain their tenancy and ensure homes remain safe, secure and supported – particularly where vulnerable people may need additional help.

The overall aim is to prevent future, more serious or costly problems by taking proactive steps during routine visits to improve health, housing and wellbeing outcomes for individuals and the wider community.

Training and support

• Attend MECC or safeguarding training if offered.
• Ask for guidance if you’re unsure how to handle a situation.

Learning From feedback and good practice should always be collated and shared with colleagues – MECC is a team effort.