REPAIRS AND MAINTENANCE Derwent Living s policy for delivering its repairs and maintenance service. June 2013 REPAIRS AND MAINTENANCE

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1 REPAIRS AND MAINTENANCE Derwent Living s policy for delivering its repairs and maintenance service. June 2013 REPAIRS AND MAINTENANCE 1

2 About this document This policy is to ensure that Derwent Living delivers an efficient, effective and economical repairs and maintenance service to the organisation s tenants, leaseholders and shared owners. 2 REPAIRS AND MAINTENANCE

3 Contents Repairs and maintenance Responsive day-to-day repairs How to report a responsive repair Right to repair Qualifying repairs Emergency Total loss of electric power Urgent The Decent Homes Standard, and more Gas and Carbon Monoxide safety Adaptations Asbestos management Fire safety management Water hygiene management Painting and pre-paint repairs programme Environmental sustainability Stock condition database Mechanical and electrical maintenance Rechargeable repairs Tenant responsibilities Repairs Lost or Stolen Keys Smoke Detectors Pests Fencing Garages and out buildings Gardens Undertaking repairs Breaches of tenancy End of tenancy repairs Payment Discretion to waive payment Preparing empty properties (voids) for re-letting Monitoring & evaluation Quality control Customer satisfaction Tenders and contracts Resident involvement Equality REPAIRS AND MAINTENANCE 3

4 Repairs and maintenance Two of Derwent Living s business plan priorities for are to work towards achieving Customer & Organisation Excellence and Decent Homes & Excellent Services. We will: Manage repairs and maintenance to the homes of tenants and leaseholders Comply with all relevant government legislative and regulatory requirements Ensure that all residents live in a safe and secure environment at all times Work in partnership with residents in agreeing priorities for all day to day responsive repairs and set targets and timescales for achieving them Place a high priority on completing repairs first time Ensure that residents are fully aware of the legal and statutory obligations in relation to repairs, including which repairs are the residents responsibility, through information contained in the Tenancy Agreement and Welcome to Derwent Living leaflet Ensure that customers understand the repair priorities and that prioritisation is necessary to ensure that resources are available to deliver repairs within a reasonable time Ensure resources are used efficiently to deliver an effective service Provide a consistent approach to responsive repairs in all of our areas and will aim to effectively co-ordinate responsive repairs with planned, cyclical and improvement works to reduce disruption to residents and wastage through duplication Use their skilled contractors to carry out responsive and planned works through contracts and framework agreements with their contractors. Derwent Living and their nominated contractors comply with all current legislation and regulations Meet our legal obligation to operate a Right To Repair scheme and to publish full details of the scheme. Responsive day-to-day repairs Derwent Living will provide a service, where all repair requests will be booked through a customer service advisor (CSA). The CSA will categorise the priority of the repair and provide a target response timescale. All repairs (with the exception of specialist works requiring contact with a third party) will be made by appointment with the resident. The aim will be to minimise the time between a request for a repair and its completion, unless the repair can be carried out more effectively as part of a programmed, batched, planned or cyclical works as described in the mechanical and electrical maintenance section. Derwent Living will provide a repairs service which meets our legal and statutory obligations, the standards agreed with tenants and offers value for money. Derwent Living will: Provide an appointment at the time the repair is reported for all pre-inspection and internal non-urgent works Provide a limited number of evening and weekend appointments 4 REPAIRS AND MAINTENANCE

5 Maximise each visit by co-ordinating multiple responsive repairs to be completed at the same time where practically possible Complete all repairs within the agreed timescales Where practically possible complete all repairs on first visit Complete all repairs to the agreed standard of quality and design Use materials which meet industry standards, are fit-for-purpose, long lasting, offer value for money and are of the same specification as the materials used on improvement schemes Closely monitor the effectiveness of our operatives and any external contractors working in our properties. How to report a responsive repair Residents or their representatives will be able to report repairs by phone, in person, by and in writing and on-line. Repair priorities Derwent Living currently prioritise repairs with three categories: Emergency repairs (make safe within 24 hours and follow up any further works); Urgent repairs (complete within 7 days); Routine repairs (complete within 28 days). 13weeks (X13) repairs (complete within 90 days). Pre-order inspections Some repair requests will require one of our maintenance surveyors to pre-inspect before a repair order can be issued. These will include damp-related problems, re-plastering, or where the scope of works is not known or if the diagnosis given by the resident is not detailed enough. Access for repairs and inspections Where access cannot be gained for a standard appointment, the resident will be left a card advising that the operative could not gain access. It is the responsibility of the resident to ring the repairs call centre to rearrange the appointment. Common area repairs These will be specified and priced upon a tendered schedule of rates. Out-of-hours emergency repairs Access for emergency repairs out of normal working hours can be accessed by the normal repairs telephone numbers and redirected to the out of hours service. Only those repairs categorised as emergencies are dealt with by the out of hours service. If the repair reported is deemed not to be an emergency then the resident will be asked to call back the following day to make an appointment. Right to repair Residents have the right to expect repairs to be completed within Derwent Living s set timescales. Derwent Living is committed to ensuring that its staff and service providers meet this commitment through operation of a Right to repair scheme, which is similar to that afforded through legislation, to secure and introductory tenants of local housing authorities. REPAIRS AND MAINTENANCE 5

6 Should Derwent Living fail to carry out a qualifying repair within its target timescale, and fail to do so again after a further request is made by the resident, then compensation of up to 50 may be payable. Qualifying repairs Emergency Total loss of electric power Unsafe power or lighting socket or fitting Total loss of water supply Total or partial loss of gas supply Blocked flue to boiler or fire Total or partial loss of space or single water heating 1 November to 30 April Blocked or leaking foul drain, soil stack or single wc facility (including no flush) Severely leaking pipe, heating pipe, radiator, tank or cistern Insecure window, door or lock Urgent Partial loss of electric power including cooking facility Mechanical extractor fan in kitchen or bathroom not working Partial loss of water supply Total or partial loss of space or single water heating facility 1 May to 31 October Blocked sink, bath or basin Jammed or running tap Leaking roof Loose or detached banister or hand rail Rotten timber flooring or stair tread Door entry phone not working The Decent Homes Standard, and more Derwent Living has an asset management strategy to modernise and replace major components within its housing stock to ensure it continues meeting the government s Decent Homes Standard. In fact, Derwent Living has a Decent Homes Plus Standard and expects to have over 150 properties meeting it by Gas and Carbon Monoxide safety Derwent Livings Gas and Carbon Monoxide safety policy details its commitment to meeting its legislative requirements ensuring all of its homes with a gas supply have a valid Landlord s Gas Safety Record. Derwent Living will service all gas appliances and boilers for all of its homes within 12 months of the anniversary of the previous service date, recognising the vital importance of this health and safety commitment on behalf of its residents. In respect of leaseholders and Shared Owners, Derwent Living can only advise residents of their responsibilities in respect of their leasehold commitments, legal and regulatory requirements. Adaptations Derwent Living s Adaptations Policy leaflet, titled Adapting your home details its commitment to facilitating and supporting independent living by carrying out alterations to meet the special needs of individuals to enhance their lifestyle and where appropriate enable them to remain in their current home. In this respect Derwent Living will work with local authorities and other appropriate agencies to ensure funding is available to enable this to happen. 6 REPAIRS AND MAINTENANCE

7 Asbestos management Derwent Living and contractors working on their behalf will adhere to Government legislation and regulations for statutory obligations. Derwent Living will ensure that any risk will be managed correctly for residents, staff and contractors where possible or reduced to an absolute minimum by managing risk effectively. Derwent Living s Asbestos Register is managed by its health & safety manager. Fire safety management Fire Risk Assessments will be regularly reviewed. We have contracts in place to regularly maintain and service fire detection, alarm and fighting equipment. Water hygiene management Derwent Living will manage the water hygiene of its properties in accordance with legislation. Derwent Living will take any necessary measures to prevent exposure of its staff, residents and others to any hazard which could arise due to poor water hygiene management. Derwent Living has appointed a competent person(s) to undertake suitable and sufficient risk assessments of any hot and cold water systems, water systems incorporating a cooling tower, water systems incorporating an evaporation condenser and any other plant and systems containing water. The appointed person(s) shall have such ability, instruction, information, training and resources to enable them to carry out their tasks competently and safely. Painting and pre-paint repairs programme Generally, every 5-7 years, Derwent Living re-paints/stains the external timber to all of its housing stock, together with re-painting communal rooms and internal corridors to common areas. Preparatory repairs precede the painting programme by a few months. Environmental sustainability Derwent Living s Environmental Sustainability Strategy details its full support for the government s environmental and sustainability initiatives and is committed to delivering the requirements of the Home Energy Efficiency Act Derwent Living has an excellent overall average Standard Assessment Procedure (SAP) rating and we will continue to improve home energy efficiency in the homes of our residents. Stock condition database Derwent Living conducted 20% sample stock condition surveys in 2005 and 2010 through specialist third parties to ensure impartiality. This is likely to be undertaken again in 2015, with the results collected and managed within its planned maintenance software. The information will be used to allow for long term (30 years) financial business planning and the medium term (5 years) programming of the Planned Major Repairs Programme. The planned maintenance module will be maintained by the association, and constantly reviewed/updated with new properties and by major component replacement programmes. REPAIRS AND MAINTENANCE 7

8 Mechanical and electrical maintenance Planned maintenance is work carried out on a pre-planned basis as routine preventative maintenance to maintain and replace components before they deteriorate. Derwent Living ensures that knowledge of the condition of their stock and particularly the mechanical and electrical plant within the stock is maintained. The servicing of all mechanical and electrical equipment requiring maintenance will be carried out on a periodic basis in accordance with regulatory standards, manufacturer s instructions or good practice. Such include passenger lifts, CCTV, automated gates/barriers, warden call systems and door entry systems. Rechargeable repairs This section details how Derwent Living re-charges existing residents for repairs work that it has carried out outside of their responsibilities. Derwent Living will at all times ensure that there is a consistent approach to rechargeable repairs and to recovering costs. Residents will be advised of the cost of the repair and advise them of the payment options available to them. Tenant responsibilities Tenants have specific repairing responsibilities and are responsible for ensuring that repairs are carried out where faults or damage occur to their home that arise from misuse, abuse or neglect by the tenant, their family or visitors to their home. Tenants are also responsible for completing any work necessary to reverse any alterations or additions they have made to their home that have not been authorised and approved by Derwent Living and for leaving their home in a clean and tidy condition, in addition to carrying out any rechargeable repairs to a satisfactory standard. Derwent Living wants to be clear with customers about what repairs we will and will not do. Repairs and responsibilities are covered in the tenancy agreement, however this policy is designed to describe what each responsibility means. This policy is not designed to cover everything and should be read in conjunction with the tenancy agreement and only covers those customers with a starter assured, assured or secure tenancy. Repairs There are areas inside and outside of your home that you are expected to repair and maintain. This leaflet covers the following: Lost or stolen keys Smoke detectors Pests Fencing boundary walls and gates Garages and outbuildings Gardens This list does not cover every repair responsibility, a full list can be found in your tenancy agreement under section C. Lost or Stolen Keys If your keys are lost or stolen it is your responsibility to get the locks changed. If you live in a flat and have a communal door key 8 REPAIRS AND MAINTENANCE

9 we can issue you with a replacement, however there will be a charge for this. Smoke Detectors If your smoke detector starts to make a chirping sound every few seconds it normally means that the battery has gone. It is your responsibility to remove the cover to the smoke detector and replace the battery. If you have replaced the battery and there is still a fault then we will repair it, however if we attend and the fault is that the battery has not been changed then you will be charged for the call out. Pests It is your responsibility to remove pests from your property such as ants, bees, wasps, rats, mice and other such insects. Fencing, Boundary Walls and Gates (Refer to Fencing Policy). Where there is a fence or boundary wall in between you and your neighbours home it is your responsibility to repair and maintain this fence. Fencing Where there is a fence between your home and a path that only you and your neighbours have access to for entry to your back gardens it is your responsibility to repair and maintain this fence. Where there is a fence between your home and a public space for example a car park we will repair and maintain this fence. If a gate only gives access to your home then it is your responsibility to repair and maintain this gate. Garages and out buildings Any sheds or other out buildings separate to your home are your responsibility to repair and maintain. We will repair the doors to all garages to make them safe and accessible. Other repairs including roofing we will only do where it is an integral garage or a garage adjoining a house. Gardens It is your responsibility to ensure that your garden is tidy and free of rubbish at all times. It is also your responsibility to carry out any repairs and maintenance work required to anything that is in your garden. In exceptional circumstances where there is a threat to health safety or the security of the premises or where you are deemed to be vulnerable we may agree to carry out the repair and then charge you for the cost of doing so. In all circumstances we will ensure that when you are given a home these items reach our lettable standard. This means that they will be in a condition that makes them maintainable by you from the start of your tenancy. Undertaking repairs Derwent Living will undertake a repair reported to us which is not our responsibility under the terms of the Tenancy Agreement or other statutory obligations in the following circumstances: Threat to health and safety and prevention of further damage to the property. Whenever possible, unless there is a health and safety risk, tenants will be advised to carry out the repair themselves or to employ their REPAIRS AND MAINTENANCE 9

10 own contractor. Derwent Living will inspect the repair to ensure it satisfies our required standards. Rechargeable repairs will be prioritised and completed according to the same timescales as for non- rechargeable repairs. Breaches of tenancy Where Derwent Living are aware that any tenant in occupation has not fulfilled their repairing obligations, we will notify the tenant that work is required and why, and after a reasonable period check to establish whether it has been completed to an acceptable standard. Where it has not, Derwent Living may carry out the work and will seek to recover the cost from the tenant and/or take legal action through breach of tenancy. End of tenancy repairs All properties where the tenant has provided notice will be inspected during the notice period. Tenants will be advised of their repair responsibilities in order to bring the property up to the required standard and will have the opportunity to rectify the repairs before the end of the tenancy. If these repairs are not completed to a satisfactory standard, the repairs will be completed when the tenant leaves and Derwent living will seek to recover the cost from the former tenant. Tenants who leave the property in a clean and tidy condition may qualify for a payment under Derwent Living s Void Incentive Scheme. Tenants seeking to transfer to another Derwent Living property will only be permitted to do so following the completion of, or payment for outstanding tenant repairs. Payment Customers will be informed of the total cost of the repair at the time the repair is ordered, and will also be required to pay a deposit. A charge may also be made for missed appointments. A rechargeable repairs account will be set up and the debt will be pursued in line with either the Rent Collection Procedure for current tenants or the Former Tenant Arrears Procedure. Discretion to waive payment Derwent Living may at its discretion waive all or a proportion of the costs of completing a repair that is the responsibility of the tenant. Discretion may be applied where repairs arise from accidental and not wilful damage or neglect and the tenant would suffer severe hardship if payment were enforced or due to vulnerability issues. Derwent Living s complaint procedure is available for tenants to appeal this decision. Preparing empty properties (voids) for re-letting Derwent Living ensures that it minimises the length of time a property is empty and assists in meeting housing needs from applicants as quickly as possible, which in turn minimises rent loss. In order to achieve the aims of the above we: Carry out pre-termination inspections, where possible, to identify that the outgoing tenant meets their obligations and details any rechargeable repairs. 10 REPAIRS AND MAINTENANCE

11 We ensure that property repairs meet Derwent Living s Lettable Standard, which is detailed within Derwent Living s Lettable Standard Policy. Monitoring & evaluation Repair and maintenance activities are measured by KPI (key performance indicator) monitoring and driven by continuous improvement for measuring the performance of the service and our contractors. These indicators have been developed in consultation with our customers together with benchmarking against other Registered Housing Providers through such as HouseMark. Also, our customers annually review the Local Offers, branded Customer Commitments, that they require of Derwent Living. Quality control We have quality control processes in place for monitoring and measuring performance of our contractors including workmanship, value for money, and customer satisfaction. These include: 10% post-inspections of all responsive repairs 80% of communal responsive repairs (service chargeable) 80% post inspections of Void properties (from October 2012) 10% audit of all gas safety checks, appliance servicing and repairs Customer satisfaction We obtain as much customer feedback as possible to assess the quality and effectiveness of our services. To get feedback we use mobile phone text surveys, postal surveys, complaints and mystery shopping Tenders and contracts All work will be carried out according to the association s financial regulations and Construction Procurement Policy. Resident involvement Customers are the focus and will always be at the heart of decision-making. They play a key role in developing the future direction of the repairs and maintenance service. Derwent Living consults residents and encourages feedback in the preparation of its programmes for improvement through groups such as the Asset Management Panel and Homeownership Forum Equality Derwent Living s response to the Equality Act 2010 is the Single Equality Scheme entitled No Barriers, which details its commitment to delivering services that are sensitive to those deemed to have Protected Characteristics : race, disability, gender, transgender, sexual orientation, age, religion or belief, marriage or civil partnership and pregnancy & maternity. We are committed to provide documents in other formats where possible this includes; Translation into an alternative language Documents onto tape/cd Large print Further information is available on request. REPAIRS AND MAINTENANCE 11

12 No. 1 Centro Place Pride Park Derby DE24 8RF t: e: info@derwentliving.com w: Printed on recycled paper 12 REPAIRS AND MAINTENANCE