Planned and Cyclical Maintenance Policy

Transcription

1 Planned and Cyclical Maintenance Policy Cornwall Housing Treven Kernow Date: 19/04/2012 Version 4_0

2 Policy control sheet Current document status Status Reference Approved PCM/040/TG Last reviewed 19 April 2012 Document type Policy Document location Area applicability All areas Version history Version Version created Date approved Date for review Author/s Approved by Revised by Dec 2014 T.Goodchild CH Board T.Tregenza Equality impact assessment record Date Type of assessment conducted Stage/level completed Summary of actions/decisions Completed by Impact assessment review date Full Complete See EIA E. Hill and others Dec 2014 Version 4.0, April

3 Notes This policy reflects joint practice across East Cornwall Landlord Services and Carrick Housing Ltd, and was agreed with tenants at the Stock Investment Steering Group. Legal influences on this policy Section 11 of the Landlord and Tenant Act 1985 Section 105 of the Housing Act 1985 The Defective Premises Act 1972 Construction Regulations Gas Safety Regulations 1998 Electricity and Work Regulations 1989 Health and Safety at Work Act 1974 Regulatory Reform (Fire Safety) Order 2005 Control of Asbestos at Work Regulations 2006 Tenancy Agreement and Conditions of Tenancy Tenants Compacts Equality Act 2010 Non-legal influences on this policy Citizen s Charter, 1994 Other documents linked to this policy Rechargeable Repairs Policy Disabled Adaptations Policy Homecheck Guidelines Voids and Re-lets Policy Promise on Repairs Tell us What You Think Policy and pamphlet Customer Promise Policy and pamphlet Consent for Alterations Policy Decanting & Compensation Policy for Tenants Decoration Voucher Procedure Tenant Participation Policies Preferred Materials Specification Version 4.0, April

4 Table of contents Page Introduction and Policy Statement 5 Our Objectives 5 Repair Obligations 6 Planned Maintenance Programmes 7 Planned Maintenance of Empty Properties 7 Tenants Choice 8 Access for Essential Works 8 Consultation 9 Disruption during Works 9 Relocating Households To Do Work 10 Tenant Satisfaction 11 Home Visits 11 Previous Tenants Fixtures and Fittings 11 Cultural Sensitivity 11 Adaptations for Disabled People 12 Responding to Crime 12 Damage to Property by a Tenant 12 Consents for Alterations 13 Performance Monitoring and Review 13 Annexe A: Decoration Procedure 14 Version 4.0, April

5 1. INTRODUCTION AND POLICY STATEMENT This policy details the our roles and responsibilities in providing a planned maintenance and cyclical repairs service to our tenants and leaseholders. The policy covers improvements, upgrades, cyclical maintenance and planned repairs and maintenance to the structure of leasehold properties. We will ensure no individual is discriminated against on grounds of sex, marital status, race, disability, age, sexual orientation, language, social origin or other personal attributes including beliefs or opinions (e.g. religious beliefs or political opinions). We will promote equality of opportunity by publishing information in different languages and other formats such as large print, audio and Braille, on request. 2. Our OBJECTIVES Achieving the Cornish Housing Standard and maintaining our homes Creating new homes Efficient use of public money Excellent housing services Good governance and tenant involvement We aim to meet our objectives by providing a repairs service that:- ensures all our contracts are good value for money; uses cost-efficient methods to achieve the right balance of responsive and planned work; completes repairs within the timescale and to the standard agreed with you; maximises the energy efficiency of your home; and manages safety while making repairs and leaves your home in a safe condition. To achieve this we will:- meet the high standards you expect; maintain properties in good repair, safeguarding their future; ensure all repairs are value for money, as part of agreed budgets in consultation with the area tenant forums; consult with you about planned maintenance to your home; arrange appointments for works and inspections at a time to you, wherever this is possible; set high standards of workmanship for operatives / contractors; Version 4.0, April

6 listen to any problems you have with a repair and try to put them right; protect the environment through considering the impact of materials used; regularly monitor and report on key performance measures to the area tenant forums and Boards; be sensitive to your needs; and be responsive and flexible, accountable and fair. 3. REPAIR OBLIGATIONS Our repair duties are set out in various acts (see page 2). We also undertake certain repairs beyond our legal responsibilities. These are incorporated in the Conditions of Tenancy. We will repair and maintain your home in good condition using the:- Responsive and emergency repair service; Homecheck service (where applicable); Neighbourhood Fix service (where applicable); and Planned maintenance Service. 3.1 We will repair and maintain:- the structure and exterior of the building (roofs, walls, floors, ceilings, window frames, external doors, drains, gutters, outside pipes); kitchen and bathroom fixtures (basins, sinks, toilets, baths); electrical wiring, gas and water pipes; heating equipment and water heating equipment; communal areas around your home (stairs, lifts, landings, lighting, entrance); and communal halls, paving, shared gardens, parking areas and rubbish storage areas. 3.2 We will maintain any paintwork to the outside of your home as part of a five year cyclical painting programme. 3.3 We must do repairs in a reasonable time. When you ask for a repair, we will say by when works will be done (depending on the urgency) or if the problem needs to be inspected first. 3.4 We must clear up after a repair. We will leave your decoration as close as possible to its original condition before the repair was done. However, if redecoration is necessary, a decoration voucher may be offered to cover the cost of the work. If you Version 4.0, April

7 are disabled or unable to do the decoration work, we may agree to do it. Please see Annexe B to this policy for more details. 3.5 We will try to offer an appointment to suit you, and will confirm the appointment in writing or by telephone. 3.6 If we are unable to keep an appointment, we will contact you to arrange a suitable alternative appointment. Planned Maintenance 4 PLANNED MAINTENANCE PROGRAMMES We have a just in time maintenance programme. This is where the replacement of a building component (such as a roof covering or a central heating boiler) is planned to be done just ahead of when the item is expected to fail. This approach tries to get the maximum useful life out of a component. The approach contrasts with others such as the replacement of an item when its standard life is about to expire, or a fully responsive strategy, which waits for a component to fail before replacement. The just in time planned maintenance programme is informed by stock condition information collected in the field and from records of work done. Building on an initial stock condition survey, we routinely collect and update building component information and use this information when developing long and short-term planned maintenance programmes. Tenant consultation has shown consistent support for this approach to planned improvement work, sharing the benefits of at least some improvement as widely as possible. The benefits include economies of scale achieved through a street by street approach, which we use to plan programmes after consultation with area tenant forums. This planned replacement of components is coupled with programmes of planned preventative (cyclical) maintenance to compliment the responsive and empty property (void) repair services. 5 PLANNED MAINTENANCE OF EMPTY PROPERTIES We understand the advantages of doing disruptive major works while a property is empty or void. We will do improvement works when a property is empty if:- the property had been scheduled for planned maintenance work and the previous tenant declined the work at that time; Version 4.0, April

8 the property is scheduled for planned maintenance work during the current financial year; the property is scheduled for planned maintenance work the following financial year but funding is available now; or there is an imminent risk to health and safety. 6 TENANTS CHOICE We are committed to giving you choices in planned maintenance works where possible. Some planned maintenance work offers many opportunities for either individual or collective tenant choice. When choices can be made, we will consult with you and record your preferences before work starts. Once a choice has been made, it may not be possible to alter it. This is due either to possible delays that might affect the work programme, the effect of this on other customers waiting in the programme or costs involved in returning ordered items. For a collective consultation, we will consult all the tenants in the area and their majority view will prevail. If tenants do not wish to make a choice, we will make a decision on their behalf. For certain planned maintenance works, for example roof covering replacement, there may be little or no choice. This may be due either to significantly different material costs, the need to match with neighbouring properties, planning constraints or other restrictions beyond our control. Further guidelines about the materials we use is contained in the Preferred Materials Specification. We also understand that you may prefer not to have work done to your home. We respect this preference and will not force a you to have the work done, provided that any statutory minimum standards are met. 7 ACCESS FOR ESSENTIAL WORKS You will not normally be able to refuse planned maintenance work, where it is needed to ensure the continued viability of the building and compliance with the landlord s obligations for repair. If you should refuse access for essential planned maintenance work, for example when structural repairs are needed, we would:- write to you explaining the reasons for the work and the date the works are to start; visit the property with the Housing Officer; and contact any support organisation working with you to seek their help for the work to begin. Version 4.0, April

9 If you should still refuse access, we would consider pursuing a court order to seek access. 8 CONSULTATION We have detailed Tenant Compacts and Tenant Participation Policies that cover planned maintenance work, through which we have agreed to consult the area tenant forums about:- long-term plans for programmes of main interest to tenants, such as modernising kitchens and bathrooms, and providing central heating; planned maintenance investment plans (current financial year); plans for the next financial year, before budgets are approved; quality standards for products; and service standards for external contractors. We will consult you about any programmes of work including:- any choices available; the timetable for the planned start of works; appointments for the work; the quality of work; and the quality of products fitted. Where emergency major works are needed, we will keep you informed but will relax our normal commitments on consultation due to the urgent nature of the work. 9 DISRUPTION DURING WORKS We are committed to minimising the disruption caused by planned maintenance work. Some work may involve periods of intermittent, but significant disruption to the normal use of homes. For example, when upgrading a kitchen, there could be periods during the day when no cooking facilities or water supply would be available. Before such works start, we will discuss with you what is involved and how long it will take to complete. You will also be informed of any delays to this work. We will not normally work outside of normal working hours, except in exceptional circumstances. We will always make sure that services, such as gas, electricity and water are available at the end of each day and throughout weekends. We will also make sure that essential facilities, such as kitchens, bathrooms, toilets and heating systems (during winter months) are also available at the end of each working day and throughout weekends, or that alternative facilities are provided. Version 4.0, April

10 10 RELOCATING HOUSEHOLDS TO DO WORK We understand that it is preferable for tenants to remain in their homes when work is done, wherever this is possible and safe. Most planned maintenance work is on an elemental basis, to allow the tenant to remain while the work is done. Occasionally, we will need to do work that is more disruptive or could not be done safely or satisfactorily with your household remaining. In these circumstances, we will discuss with you the need for your home to be empty. We will be flexible in our approach and sensitive to the needs of individuals when asking households to leave their homes. We will try wherever possible to provide temporary accommodation on the same estate or in the same general area, where this is needed. If you need to move out of your home to allow work to be done safely, we will:- arrange and meet the reasonable costs of removal, storage and return of belongings; charge rent on the lower of either your home rent or the temporary property rent. You will remain liable for normal household costs, such as council tax, water, sewerage charges, electricity and heating fuel costs. We will meet any reasonable extra cost for these items that you may incur due to a move to a temporary home. When demolition or redevelopment is being considered, we will discuss and consult in detail with those tenants affected. A plan for the demolition will be agreed by the households affected and will be approved by the Board. This plan will include:- relocation proposals; compensation programmes of work; responsible officers; and co-ordination or liaison arrangements. After most large-scale planned maintenance works, tenants would have the opportunity to return to their home. Where tenants would prefer to move to a suitable alternative home instead of moving out and back, we would consider this request sympathetically in accordance with the Cornwall Homechoice Policy. Version 4.0, April

11 General Information 11 TENANT SATISFACTION Tenant satisfaction with all repairs will be continually monitored using a variety of methods to ensure the high standards expected are met. Methods include questionnaires, telephone surveys, and estate walkabouts. We will also carry out quality inspections (a minimum of 10% of all work) by trained staff to ensure quality standards of workmanship are met, both for operatives and external contractors. We will monitor and report on all satisfaction surveys by:- area; property type; and tenant diversity. Dissatisfaction that cannot be dealt with immediately will be referred to the appropriate manager who will contact the tenant within 5 working days to ensure that:- the dissatisfaction is investigated; the cause is remedied wherever possible; and the tenant is advised of the action taken. Alternatively, the tenant can make a complaint using our complaints procedure (see Complaints policies and procedures for details). 12 HOME VISITS When our own operatives or a contractor visits your home, they will carry and show on request a formal photographic identification. If the person calling does not have identification, you may refuse access. If you are visually impaired, we will agree a code word when the repair is logged, upon request. 13 PREVIOUS TENANTS FIXTURES AND FITTINGS We may not be able to maintain items left by previous tenants and may remove them as an alternative to repairs. We will normally only maintain fixtures and fittings installed by previous tenants where there is an agreed responsibility to do so, for example, in the case of kitchen fittings, showers over baths, fixed space or water heaters. 14 CULTURAL SENSITIVITY We may be prepared to accommodate culturally sensitive customer requests, arising from repairs that are due. Where such requests can Version 4.0, April

12 be accommodated at minimal cost, we will usually be happy to agree to them. For alterations that cost over 500, the work will be rechargeable to the tenant. 15 ADAPTATIONS FOR DISABLED PEOPLE We will maintain any existing adaptation or fixed equipment if it is still needed for the disabled household member for whom it was originally provided. We will remove (for re-use elsewhere) any semiportable equipment, such as a stair lift or specialist shower, that is no longer needed due to bereavement or a permanent change in the household requirements. We will remove minor adaptations (like handrails and semi-portable equipment) if a repair is needed and the disabled person no longer needs the adaptation, unless the equipment is evidently needed (or confirmed by an Occupational Therapist) for another disabled household member. We will retain and maintain fixed adaptations such as structural alterations or concrete ramps. New adaptations to meet the needs of elderly or disabled persons will be provided in accordance with our Disabled Adaptations Policy. 16 RESPONDING TO CRIME Following illegal entry into a council dwelling, we will:- make emergency repairs to make the property safe and secure; carry out all repairs resulting from the illegal entry that are our responsibility or your responsibility (provided a crime number from the police is provided); and increase the security level in the dwelling if advised by a Crime Prevention Officer. To reduce repeat victimisation, we will support the action of Devon and Cornwall Police; providing additional security in those homes affected. Where persistent unlawful access damage occurs, we will discuss the matter with the police. Where illegal entry is a direct result of the tenant s criminal activities and such entry results in damage, no repairs outside our obligations will be undertaken. However, we will always remove offensive graffiti within 24 hours. 17 DAMAGE TO A PROPERTY BY A TENANT The tenant is responsible for any abuse or damage caused to the property and will normally be charged for the cost of associated repairs. For accidental damage, we will consider the circumstances in deciding the appropriate level of charge. For more details please refer to the Rechargeable Repairs Policy. Version 4.0, April

13 18 CONSENTS FOR ALTERATIONS We require that you make a request before making any internal or external alterations. Alterations must not be made until we have approved them. Alterations include:- erection of television or radio aerials; external painting and decorating; constructing hard-standings for vehicles; erecting walls and fences; extensions; internal demolition; and installing heating systems and electrical systems. You should write to us detailing any alterations and support this with any relevant documentation. Examples are of supporting documents include plans and designs, certificate of lawfulness, building consent and any approved planning permission. We will acknowledge receipt of the request within 3 working days and arrange an appointment if necessary to inspect the property within 10 working days. A decision will then be made of which you will be notified. For heating or electrical work, the appropriate manager will always arrange an inspection. A quality inspection may also be required and this will be arranged at a time convenient for you, to ensure the work meets the required standard and any necessary permission certificates are obtained. For more information please refer to the Consents for Alterations Policies and Procedures. 19 PERFORMANCE MONITORING AND REVIEW To ensure that we maintain high service standards, we will monitor the effects of this policy using a range of key performance indicators. Performance data will be shared on a regular basis with the area tenant forums. This policy will be reviewed by tenants within three years. Version 4.0, April

14 Annexe A DECORATION PROCEDURE Internal decoration is your responsibility. Occasionally when doing repairs, minor decorating will be required. We will always make as little damage as possible. If you are able to decorate, we will provide a decoration voucher that covers the cost of the redecoration needed, and will advise where the voucher can be used. If you are disabled or there is no one in the household able to redecorate, we will ensure that any redecoration undertaken returns the home to the same standard as before the repair was done. Where there are external repairs, we will make good small areas of paint or coloured plaster or will discuss with you about when the next painting cycle is due. Vouchers Vouchers are valid for six weeks and should be offered to you as described above. Vouchers are valid at various outlets (contact us for full details). The following vouchers will be provided:- For a small area: For a wall: For a room: For a property: up to DAMAGE CAUSED BY REPAIR In some circumstances, damage is done to household goods while carrying out a repair. In this instance, we will replace items like for like to the same value. For carpets and vinyl, you must get a written quote and we will order to match that quote, if it is reasonable given the damage caused. Damage to any type of floor covering as a result of leaks, floods and any other unforeseen action is your responsibility. In such cases you must use any insurance you may have for replacement. Version 4.0, April

15 Alternative formats Furvasow Erel If you would like this information on audio CD, audio tape, Braille, large print, any other format or interpreted in a language other than English, please contact:- Mar mynnowgh hwi kavos an kedhlow ma war son-sidi, sonsnod, yn Braille, prynt bras, furvas aral po styrys yn taves dres Sowsnek, kestevewgh mar pleg:- Address Cornwall Housing Ltd Higher Trenant Road Wadebridge Cornwall PL27 6TW Telephone General enquiries and repairs: Repairs (North East area): Text: General enquiries and South East repairs: info@cornwallhousing.org.uk Repairs (Mid): midrepairs@cornwallhousing.org.uk Repairs (North East): ncdcrepairs@oceanhousing.com Website Version 4.0, April