Maintenance Policy. Date Approved 15 th July Original Issue Date February Revision Date 4 th May Next Revision Date 4 th May 2013

Transcription

1 Maintenance Policy Approver Doug Clark Date Approved 15 th July 2010 Policy Maintenance Policy Original Issue Date February 2004 Revision Date 4 th May 2010 Revised by Reg Wickings Next Revision Date 4 th May 2013 Related Documents Location of Electronic Copy Location of Hard Copy All included Intranet Property Services G: Drive Signed: Chief Executive: Page 1 of 46

2 Repairs and Maintenance Policy & Procedures Aims and objectives of the Repairs & Maintenance 3 service Classification of repairs 4 Repair priorities and response times 5 Value for money audit 5 Variations Policy 6 Planned maintenance policy 7 Cyclical maintenance policy 9 Tendering and estimating 11 Approved panel of contractors 12 Tenant s responsibilities 13 Insurance claims 13 Reporting Repairs 14 Right to Repair/ Compensation for Late Repairs 15 Access for Repair Work 18 Third party Repairs 19 Statutory Notices 20 Inspections 22 Tenant s Recharge 23 Tenant s Satisfaction 24 Authority Levels 25 Compensation for Improvements 26 Void Repairs and redecoration 28 Void Form 34 Void Flow Chart 36 Handyperson services 37 Page 2 of 46

3 1. AIMS AND OBJECTIVES OF THE REPAIRS SERVICE 1.1. To fulfill Central & Cecil s legal and statutory obligations in terms of safeguarding the health, safety and well being of all occupants and meeting the obligations of a Registered Social Landlord as set out in tenancy agreements and associated regulatory guidance Maintaining the structure and fabric of the housing stock as a capital asset To meet the rights and aspirations of service users by encouraging participation, ensuring response times are met and high standards of workmanship are achieved To optimise the life cycle costs of Central & Cecil s homes by maximising planned, preventative maintenance To incorporate within the maintenance service (subject to budgetary constraints) a degree of improvement to take account of rising standards of amenity and performance To operate budgetary controls, which ensure cost effective delivery of the maintenance and repairs service To provide feedback and information regarding designs or components generating high recurring maintenance expenditure to inform the new development process 1.8. To minimise administrative costs by streamlining systems and procedures. Page 3 of 46

4 2 CLASSIFICATION OF REPAIRS 2.1. Central & Cecil operates a range of repair categories for the purposes of both financial and operational control. The following definitions apply: 2.2. DAY-TO-DAY REPAIRS Repairs and replacements carried out at the request of service users, or as a result of inspection or observation by Central & Cecil s staff or authorized agents CYCLICAL MAINTENANCE The planned redecoration of external and internal common parts, and associated minor repairs. Cyclical maintenance is generally carried out on a five to seven year cycle PLANNED MAINTENANCE Repairs or replacements identified as part of the regular planned inspection of properties ANNUAL MAINTENANCE CONTRACTS Servicing of installations and appliances on the basis of an annual contract e.g. servicing of central heating boilers, fire alarms, lifts, etc VOID WORKS Works carried out to facilitate the reletting of void unit or property, including redecoration and repairs TENANT RECHARGEABLE REPAIRS (recoverable from tenant / resident) - Works carried out as a result of misuse or willful neglect by a tenant OR work for which the tenant is responsible under their tenancy agreement e.g. repairing broken fittings, damaged doors or windows, blocked sinks WORKS UNDER INSURANCE CLAIMS (recoverable from insurers) Repair works carried out following accidental, fire or flood damage, burglary or vandalism; where the cost is recovered from Central & Cecil s insurance company RECOVERABLE FROM OTHER SOURCES (recoverable from another organisation) - e.g. repair of latent defects or works during defects liability period MAJOR REPAIRS Major repairs carried out as projects, which are funded from Central & Cecil s capital and/or revenue budgets NON-QUALIFYING COSTS Account for the non-qualifying element for grant of costs in a major repairs scheme. Page 4 of 46

5 3 REPAIR PRIORITIES AND RESPONSE TIMES 3.1. Central & Cecil has four defined categories of response times for day to day repairs as follows: CATEGORY TYPE OF REPAIR Emergency To remove any immediate danger to people and avoid further damage to the property. To make the property secure e.g. burst pipes / water tank, gas leaks, etc. Urgent Routine This is repair work which needs to be done quickly to prevent immediate damage to the property or to overcome serious inconvenience e.g. water leaks, loss of heating & hot water, electrical works which could be a danger (reduced lighting, etc.) These are works that need doing reasonably promptly but there is no significant inconvenience and no threat to health and safety e.g. repairs to electrical points, wcs, sinks, gutters, fences, etc. TARGET TIME Danger or hazard to be removed within 4 hours and repair to be completed or made safe within 24 hours. Maximum time 5 working days Maximum time 22 days 4. VALUE FOR MONEY AUDIT 4.1. Central & Cecil s property services staff will inspect 10% of all completed maintenance repairs and all repairs costing more than The Caretakers, Senior Caretaker, Maintenance officers or the, Property Services Manager carry out post repair inspections Property Services staff are responsible for notifying the relevant contractor in cases where individual jobs fall below acceptable standards in terms of workmanship, cost effectiveness or tenant satisfaction. Page 5 of 46

6 5. Variations Policy 5.1. Where due to a variation to the specified works, the cost of those works is likely to exceed the estimated cost by 10% or more, prior approval will be needed for the works to proceed and where approval is given a variation order must be issued The contractor must ensure that a note of the agreed additional costs, who approved the revised cost estimate or additional works and when, should be made on any worksheet or invoice submitted 5.3. Central& Cecil staff giving approval for the variation (in accordance with the delegated authority guide )should record the action on the inspection form screen in CTX and include this information on the actual inspection sheet when signing off work as inspected Where approval need not be obtained Where any additional work required to make safe or maintain essential services not contained in the original instruction may be carried out as required. Note should be made of any attempts made to get approval and the additional work and likely cost reported to Property Services at the first opportunity Where the estimated cost of carrying out the additional work, because of minimum call out charges is likely to be less than the cost of a return visit Where a cost variation is likely to be 10% or less above the estimated cost of the described works on the order the work may be carried out without prior approval but the under estimate should be reported to Property Services at the first opportunity. In this case the under estimate which has been automatically generated by CTX Genero will be reviewed and if necessary revised 5.5. In general where it is considered that a contractor has acted in good faith and in Central& Cecil s or a service user s best interest then reasonable additional costs will be met. A report on cost variations must be made to each meeting of the Operations Committee. Page 6 of 46

7 PLANNED MAINTENANCE POLICY Planning and delivering major repair and improvement work, Refer also to the Asset Management, Stock Condition & Decent homes policies Service Aims To operate a planned maintenance and improvement programme, based on the views of tenants, the condition of their homes as assessed through the stock condition survey, and the resources available To carry out planned work in a cost effective way to maximise the extent of work undertaken within available resources To undertake work in a technically effective way to maximise the longterm benefit of renewals and improvements to Central& Cecil s service users and property Statutory and Regulatory Requirements To take all necessary steps to comply with the requirements of the relevant housing legislation,the Tenants Services Authority Regulatory code and all subsequent revisions Service Targets and Requirements To set realistic budgets for planned repair programmes and to target these resources to deal with priorities identified through the stock condition survey within the overall requirements of Central& Cecil s strategic plan To provide adequate staff & consultant resources to service technical, surveying and project management requirements to ensure that programme(s) are completed on time, within budget and to a high quality To liaise closely with tenants and Housing and Support staff to ensure all those directly affected by planned works are consulted at all key stages, and have adequate opportunity to influence the specification of projects subject to mandatory work and budgetary constraints To advise tenants of the timescales involved in undertaking work that will affect their home To monitor performance of contractors undertaking large planned projects, to ensure compliance with required quality and standards as works Page 7 of 46

8 proceed Recording & reporting To maintain records of each project including any tenant consultation, completion of quotation / tender records, contract meetings, payment certifications, handover of work, and any post-contract tenant survey results Maintain records of certificate and / or invoice information, recording the cost and completion date of each repair. Compare and report this information against targets set Through tenant feedback information from survey of selected projects, record and report on tenants views of Central & Cecil and contractors performance in planning, delivering and completing planned repair work To report on delivery of the planned maintenance programme to the Operations Committee at each meeting and to the Board at least once annually. Page 8 of 46

9 7. CYCLICAL MAINTENANCE: POLICY 7.1. Cyclical Maintenance Policy Generally it is Central & Cecil s policy to carry out the cyclical redecoration of all of its general needs, sheltered and supported properties on a rolling five-year cycle for external works and a seven year cycle for internal works. The internal cyclical redecoration of Hostels and Care homes is carried out on a three-year cycle. These cycles may be varied if routine inspections show that the timing of the works should be either brought forward or delayed, depending on the decorative condition of a particular property prevalent at the time of the inspection Scope of Works Cyclical maintenance works should include the redecoration of all external and internal common areas and all pre-painting repairs and replacements e.g. missing railings, broken paving slabs, etc Through planned attention to each building, the main aim of the service is to maintain all of Central & Cecil s property in good decorative condition & repair, to keep external and communal parts in good order, and generally to uphold the property s asset value A further aim is to advise each tenant or service user through formal communication when their home is included in the cyclical maintenance programme, and to inform them of key steps in the process as each project develops, seeking their input to the process where necessary or appropriate Statutory and Regulatory Requirements To take all necessary steps to comply with the requirements of the Housing Act 1996, the Tenants Services Authority Regulatory code and all subsequent revisions Service Targets and Requirements To programme, budget for, and undertake appropriate cyclical repairs to all external and internal communal parts of each of Central & Cecil s properties once every three, five or seven years, depending on the condition and tenure of the property To integrate cyclical work with other planned works where appropriate, and timetable works in consultation with tenants in order to maximise the cost Page 9 of 46

10 effective use of available funding and to minimize disruption to service users and site based staff To maintain a list of all properties for which Central& Cecil has maintenance responsibility recording in each case when cyclical decoration is next due, and to make this information available to tenants and staff on request To make adequate budget provision for cyclical repair and redecoration to the properties that fall due in each financial year To allocate suitable technical resources to adequately specify, tender and supervise technical works, to ensure that Central & Cecil obtains best value from the work programme To provide tenants with a choice of colours and materials for those parts of the works directly affecting them, either individually or as a group (subject to any planning, budget or health and safety constraints that may apply) To monitor the behavior of contractors on site, in working with tenants, keeping sites clean, and ensuring the health and safety of any person affected by the works. Also to ensure prompt corrective action is taken where required standards are not being met To inspect work in progress on a regular basis, and provide a formal valuation of each contract as (and if) required by contract terms. (Contracts will generally be JCT Minor Works with monthly valuations) To undertake tenant surveys on completion of contracts and to gauge tenant satisfaction with the procedures used and works undertaken, this being in order to provide a basis for reviewing Central & Cecil s approach to carrying out cyclical maintenance programmes for future years Recording and Reporting Performance Through the use of the Property Services database, to monitor and report on formal consultation with tenants regarding cyclical repair programmes affecting their homes To regularly report to the Director of Property Services on the progress made towards the target of completing the cyclical programme every 5 years To report to the Operations Committee any feedback obtained from tenants affected by each annual programme, and recommend any changes that Page 10 of 46

11 may be required to policy and procedure as a result. Page 11 of 46

12 8. TENDERING AND ESTIMATING Refer to the Procurement policy 9. CONSTRUCTIONLINE: APPROVED CONTRACTORS 9.1. Repairs and maintenance work should normally only be carried out by those contractors who are members of Constructionline the government approved register for construction industry contractors 9.2. Exceptions: Contractors who were approved prior to the requirement for Constructionline registration and /or where a case has been made for not registering with Constructionline 9.3. The Property Services Manager is responsible for reviewing the use of contractors regularly throughout the course of the year and should present details of all contractors used and in use at least once annually for ratification by the Director of Property Services. The report should detail the number of jobs, performance against targets, the total value of work, a summary of satisfaction slips and an annual appraisal by a maintenance officer The appointment of a contractor is subject to the satisfactory completion of contractors questionnaire, which requires production of the following information: Relevant trade registration details Tax exemption certificate Employers liability insurance Public liability insurance year s annual trading accounts Equal Opportunities policy Health and Safety policy Satisfactory references indicating financial viability Satisfactory performance (if existing contractors) / references in terms of meeting response times, standards of workmanship, value for money and satisfactory tenant feedback reports Undertaking to comply with Central & Cecil s Diversity Policy and Contractor s Code of Conduct Once all relevant information is to hand the contractor s application for inclusion on the panel should be presented to the Director of Property Services for ratification at the next available meeting of the Operations Committee. Page 12 of 46

13 10. TENANT S RESPONSIBILITIES Tenants are responsible of all items of repair in their homes that arise due to their neglect or that of their families and friends as well as some minor repairs e.g Examples of repairs that are re-chargeable are as follows: Drains, waste pipes and W.C. s blocked by misuse by tenant e.g. with nappies, air fresheners, etc Windows locks fixtures and fittings, damaged or broken by the tenant Damage caused by washing machines leaking or flooding Lock changes necessitated by the loss of keys by the tenant When a repair request that could be re-charged is received, the tenant should be advised of this and given the option of having the work carried out or arranged by them selves. If the tenant decides to do this it must be made clear to them that Central & Cecil s Property Services staff would have to inspect the job on completion to ensure the work had been carried out to an acceptable standard On receipt of the invoice for re-chargeable items, the invoice should be processed in the usual way and a copy passed to the Housing Team Manager with a memo detailing the matter After consultation with the relevant Housing or Supported Housing Officer the Housing Team Manager will write to the tenant concerned requesting payment within 14 days. If the payment is not received from the tenant within the requested time scale then a further reminder will be sent which will stipulate that legal action may have to be taken if the invoice remains unpaid. 11. INSURANCE CLAIMS Refer to the insurance procedures Page 13 of 46

14 12 :STAFF REPORTING REPAIRS The Property Services Department is based at the North London Office 341a Sven Sisters Road London N15 6RD Telephone: Facsimile: Property Services Staff Doug Clark Director of Property Services Mary Adebayo Energy Manager 8416 Reg Wickings Property Services Manager 8401 Kirsty Sorenson Property Services Administrator 8850 Douglas Maintenance Administrators Assistant Myers Repairs Desk 8407 Beverly Durran Maintenance Officer/Administrator 8403 Tim Davis Maintenance Officer 8404 Wayne Harvey Maintenance Officer 8402 Lawrence Mclaren Maintenance Officer 8405 Neil O'Shea Maintenance Officer 8851 Office hours: Monday to Friday 9.00am to 5.00pm. Out of hours contact numbers (HOME NUMBERS TO BE USED IN EMERGENCIES ONLY) : Reg Wickings or (Home) Wayne Harvey Maintenance work is divided into the following categories: 1 Emergencies: Completion within 24 hours 2 Urgent : Completion within 5 days 3 Routine (New): Completion within 22 days 5 Programmable or major repairs: Action within 90 days Page 14 of 46

15 12: THE RIGHT TO REPAIR Tenants of housing associations do not have the statutory rights to repair or to compensation for improvements enjoyed by secure local authority tenants. The Housing Corporation in its circular 33/94 issued in December 1994 sought to confer on housing association tenants rights broadly similar to the statutory rights created by sections 121 and 122 of the Leasehold Reform Housing and Urban Development Act 1993 by using its regulatory powers to persuade housing associations to amend existing tenancy agreements to incorporate these rights. If Central & Cecil fails to carry out a repair worth 150 or less within the following times, and after a further request fails to carry out the works within the second specified time, Central & Cecil will compensate you. MAXIMUM RESPONSE TIMES Central & Cecil has set maximum response times for emergency repairs, urgent repairs and for routine repairs. SECONDARY RESPONSE TIMES Central & Cecil has also set secondary response times for repairs not carried out within the first response time period. If the repair is not carried out within the second response time period you will be paid compensation. Both maximum and secondary response time periods are detailed in the following table Response Time Emergency Repairs. Urgent Repairs Maximum 24 hours 5 working days Secondary 24 hours 5 working days Routine Repairs 22 working days 22 working days Other Repairs 90 days see note* 90 days * OTHER REPAIRS - 90 working days. This category includes, planned maintenance, programmable repairs and insurance claims, where these repairs are not already included in a programme of cyclical maintenance,major repairs or the subject of applications for major repairs funding. The works in each category are detailed in schedule A. COMPENSATION Page 15 of 46

16 If we fail to carry out a repair within the specified time period and after receiving notice from a tenant, fail to carry out the repair within the second specified time period the tenant should be paid compensation of 10, plus 2 per day (up to a maximum of 50) for every day the repair remains outstanding after the second period. The right to compensation will not apply when the tenant fails to provide access for an inspection, or for the qualifying repair to be done, when s/he has been given a reasonable opportunity to do so. CATEGORY 1: EMERGENCIES. Repairs necessary to prevent: Serious damage to the building Danger to health Risk to safety Risk of loss or damage to the occupier's property Respond within 24 hours and make safe or repair or overcome the worst effects of: a. uncontrollable or major but controllable plumbing leaks from tanks and pipes b. dangerous electrical faults or loss of power (excluding blackouts) c. complete lighting failure d. public area lighting failure e. lift breakdowns f. faulty front door locks g. dangerous structure h. gasleaks i. damage to windows and doors at ground floor or basement level which may result in a breach of building security. j. loss of water (excluding mains water). k. blocked drains likely to cause flooding or further damage. l. blocked soil stack or toilet pan. non flushing toilet m. damage likely to be hazardous to life and limb eg. loose masonry. n. heating failure o. failure of warden call system CATEGORY 2: URGENT REPAIRS. Repairs which seriously affect the comfort or convenience of the occupier. Page 16 of 46

17 Respond within 5 days and where necessary effect temporary repairs or supply temporary appliances. a. loose masonry not classified as emergency b. roof leaks c. overflows d. leaking radiator e. defective ball valve f. failure of entryphone g. loose or detached hand rail. h. repairs to TV aerials i. minor leak from water or heating pipe, tank or cistern j. Partial loss of electrical power. k. unsafe lighting sockets or electrical fittings. l. partial loss of water supply. m. partial loss of gas supply. n. blocked sink, basin or bath. o. tap which cannot be turned. p. leaking roof q. insecure external window door or lock. CATEGORY 3: ROUTINE REPAIRS. Repairs which will not seriously interfere with the comfort and convenience of the occupier Respond within 22 days. a. blocked and leaking gutters b. broken rainwater pipes c. blocked yard gulleys d. defective windows above ground floor e. minor plumbing repairs f. minor roof leaks g. sash cords h. window that cannot be opened i. general electrical faults j. repairs to joinery(urgent) k. fencing repairs/replacement adjacent to public areas CATEGORY 4: PROGRAMMABLE REPAIRS, MAJOR REPAIRS AND INSURANCE CLAIMS. Assess and specify repairs and agree programme/further action within 90 working days. a. dampness/defective DPC b. subsidence Page 17 of 46

18 c. external paths, steps and fences d. brickwork and external joinery e. repairs to damage caused by trees. f. rewiring g. damaged wall tiles h. broken bath panel i. repairs to joinery (non urgent) 14: ACCESS FOR REPAIRS General Repairs and Servicing Under the terms of the tenancy agreement Central & Cecil has a duty not to interrupt or interfere with a tenant's right to peacefully occupy the premises. However it may do so if reasonable notice (at least 48 hours) is given for the following reasons: to inspect the condition of the premises to carry out repairs or other works to the premises or to adjoining property. The tenancy agreement also states that tenants must allow access to Central & Cecil agents and employees for the above purposes provided reasonable notice is given. Where Central & Cecil feels it must gain access and the tenant refuses access or does not respond to requests for access, the Maintenance Officer must: Write a letter formally asking for access and giving reasons for the request. The letter should also state that failure to respond further will result in a breach of the tenancy agreement and that legal action may be begun. Central & Cecil Staff should make 2 attempts to call in person to discuss matters with the tenant. Page 18 of 46

19 If after 2 letters and 2 attempted visits there is still no response, solicitors should be requested to start proceedings to gain access. In the vast majority of cases the legal action taken will be an injunction not possession proceedings. Emergency Access (Forced Entry) Forced entry will only be attempted where there is an identifiable urgent need to gain access to the property e.g. serious leaks into or from the premises or where health and safety of tenants, visitors or staff is seriously at risk. Wherever possible Central & Cecil will give 24 hours notice that a forced entry will be attempted. Where immediate entry is required e.g. where death or injury is feared, the Police should be called to accompany Central & Cecil staff. No forced entry should be made without consulting a senior staff member. Any damage resulting directly or indirectly from the forced entry must be repaired within 24 hours. A letter should be left for the occupier explaining the circumstances and giving a name of who to contact for further information. 15 : REPAIR TO DAMAGE CAUSED BY THIRD PARTIES Third parties are defined as adjoining owners, the police, a contractor or anybody who is not an employee or tenant or of the Trust In recovering the costs of repairing damage caused by third parties the Maintenance Officer (Administration) should follow the procedure below: Ensure that any orders which are raised for repair works which are identified by scheme staff as being made necessary by the action of a third party are identified as such on the works order. Scheme staff should be asked to provide details of the third party and or their insurers. If the damage was caused by a motor vehicle and why it is considered that they are liable for meeting the costs of the repair works. Page 19 of 46

20 The Maintenance Officer (Administration) should contact the third party or their insurers and advise them the likely cost of the repair and why we think they are liable for the costs of repair. If with the agreement of the third party or without it is found to be necessary for Central & Cecil to carry out the repair, the work should be carried out and the third party be sent a request for reimbursement and a Central & Cecil invoice for the cost of the repair If the third party does not pay up after a reasonable period of time (i.e. 28 days) and after at least one further reminder, legal action should be begun to recover the costs of the repair. 16 : STATUTORY NOTICES Definition of Statutory Notice These are notices concerning obligations and legal rights granted or conferred by statute law, e.g. the Housing Act Examples are: Repair Notice (House unfit for human habitation) Housing Act 1985:Section 189(1) Repair Notice(House in disrepair but not unit)housing Act 1985:Section 190(1) Closing Order Housing Act 1985: Section 264 Demolition Order Housing Act 1985: Section 265 The receipt of any statutory notice served on Central & Cecil must be immediately acknowledged in writing by the Property Services Manager. If the notice is time limited, the acknowledgement should indicate what action is being taken or is being recommended to be taken to meet the requirements of the notice within the time frame set in the notice. If Central & Cecil is unable to meet the requirements of the notice within the notice period, for instance in the circumstances where funding is being sought to carry out repairs or improvements, an urgent meeting should be requested and arranged with either the person who issued the notice or a another representative of the issuing authority. At any such meeting a clear explanation of why Central & Cecil is unable to meet the terms of the notice within the period specified in the notice should be given or details of what action is planned or proposed to meet the requirements of the notice. If it is appropriate a formal request for an extension of time should be Page 20 of 46

21 made. A detailed minute should be taken of the meeting noting any agreements made and any necessary follow up action. Copies of the minutes should be sent to all those present at the meeting. In circumstances where the regulatory authority appears to have exceeded its remit or authority in respect of the issuing any particular notice or where the terms of the notice seem excessive or unreasonable in the circumstances, advice should be sought from an appropriate consultant or solicitor before any discussion is entered into or contact made with the issuing authority. Copies of the statutory notice and the acknowledgement /initial response should be copied to the scheme/home manager/housing officer, to the appropriate senior or regional manager or head of section or department, be reported to the relevant committee at the earliest opportunity and to Central & Cecil s Chief Executive Officer. This internal reporting regime should also apply where we are advised by consultants, contractors non-statutory body or organisation or other third party that we are or appear to be in breach of our statutory duties Where it is a requirement of a lease, mortgage or insurance policy that lessors, mortgagors or insurers be informed of the receipt of any statutory notices. A copy of the statutory notice and a copy of the acknowledgement or initial response should be sent to those interested parties. In some circumstances copies of statutory notices may have already been served on other parties who have registered an interest in the property. If this is the case a copy of the acknowledgement or initial response should be sent to those interested parties. Page 21 of 46

22 17 :INSPECTIONS a) Inspections may be carried out before work Is ordered, during works and after works are complete. i) The aim of these inspections is to ensure that: ii) Specifications of the work required are correct iii) Standards are maintained iv) CCHT is getting value for money b) Pre-inspections are required:- i) Where there Is doubt about the type of repair needed or the repair needs a specialist trade. ii) Where the repair may be programmable or subject to an Insurance claim. iii) For all repairs likely to cost over 500. iv) Where the repair Is likely to be rechargeable to third parties. v) Relet Voids c) Inspections of work in progress i) To assess the work of any new contractors. ii) During cyclical maintenance programs as specified In those contracts. iii) Where completed works may be covered over e.g. new wiring iv) Spot checking contractors work for quality control d) Post inspections i) 10% of all repairs under 500 ii) All repairs over 500 iii) The work of all new contractors iv) The cyclical maintenance program v) Relet Voids Page 22 of 46

23 18 :Tenant Rechargeable Repairs. POLICY and PROCEDURE Approved by the Housing Services Sub Committee 7/2/01 Statement of Principles All costs are recovered when responsibility is other than Central & Cecil s The Trust needs to improve its approach to rechargeable works and to progress firmly all rechargeable works where the ability to pay is established Depending on individual circumstances and the value of the debt, Central & Cecil must be prepared to seriously pursue tenant debt, including County Court Judgements against individual tenants, if the rechargeable repairs procedure is to operate and be credible. Where debts are not pursued by Central & Cecil there is a risk that some tenants may adopt a negative attitude to debt repayment generally. Assessing Ability to Pay and Agreeing Tenant Payment Terms. Operations will undertake all liaisons with tenants to assess their ability to pay for rechargeable repairs. Operations will also negotiate and agree any special deferred or extended payment terms with tenants. Introduction. Tenant rechargeable repairs fall into two categories: Urgent Rechargeable Repairs such as damaged locks or immediate remedial repairs necessary to ensure tenant or third party safety and security and Non-urgent Rechargeable Repair such as lost keys, window catch renewal or wilful or negligent damage which does not affect tenant safety or security. This procedure outlines the role of the Property Services Department and other sections in the process of dealing with Urgent and Non-Urgent tenant rechargeable repairs. Definition of Rechargeable Repairs. Page 23 of 46

24 There are two definitions of a tenant rechargeable repair: When a repair is the responsibility of the tenant but they ask for it to be carried out by Central & Cecil or When a repair which is Central & Cecil s responsibility is considered to be caused by or through the neglect of a tenant, a member of the family or another person on the premises and where the tenant will not or cannot undertake the repair. 19 :MEASURING TENANT SATISFACTION WITH THE MAINTENANCE SERVICE Tenant views on the maintenance service are sought in a number of ways: When maintenance work is completed tenants or residents are asked to complete slips indicating whether or not they are satisfied with the quality of work. Where scheme staff feel that a tenant of sheltered accommodation or resident of a care home is not capable of completing the satisfaction note this note may be completed by the scheme manager or by a caretaker. Property Services staff regularly attend tenant s meetings to discuss maintenance issues. Central and Cecil carries out regular surveys of its tenants. These surveys include questions about attitudes to the condition of their homes and the delivery of the repair service. The results of surveys and questionnaires are reported to CCHT committees for action and are publicised to tenants in newsletters and/or annual reports. A report on performance against maintenance repair completion targets is made to the Operations Sub Committee annually and subsequently published in the yearly Residents review Page 24 of 46

25 20 : Authority Levels - approved by the Board Nov 2009 To be used in conjunction with the Delegated Authority Guide this replaces all previous Authority lists in circulation. Tenancy Support Manager up to 1,000 Hostel Service Manager up to 1,000 Service Manager up to 1,000 Team Manager up to 1,000 Care Scheme Managers up to 1,000 Maintenance Officers: up to 1,000 Environmental & Energy Advisor up to 1,000 Senior Managers: up to 5,000 Property Services Manager up to 10,000 Executive Management Team up to 20,000 Director of Finance up to 25,000 Chief Executive: up to 50,000 see note below Authority levels may not be delegated to other staff except by temporary authority by way of written instruction from the Chief Executive, Honorary Treasurer or Chairman and use of such instructions are to be reported to the earliest available Audit Committee or Board meeting. Permanent alterations to this list are to be authorised by the Board. In the absence of the relevant authorised signatory, authority should be by the next senior authorised signature outlined above. Items costing less than 500 are not usually capitalised as Fixed Assets. Contracts or Orders for the purchase of items/services totalling over 50,000 shall not be undertaken without the prior approval of the Board (or the Chairman acting in his/her authorised capacity under the heading of urgent action between meetings). If either the Chief Executive or Director of Finance raise an order with a value in excess of 20,000 the invoice must be authorised by the other. If there is any doubt as to the interpretation of the above list and/or these notes, clarification is to be sought from the Chief Executive (or Director of Finance in the absence of the Chief Executive). Page 25 of 46

26 21: IMPROVEMENTS AND ALTERATIONS BY TENANTS If you wish to carry out improvements or alterations to your home you will need to contact our office for permission. This will normally be given, except where: (i) The property would be made less safe, (ii) The value of the property would be reduced. (iii)the Association could be involved in costs other than compensation (see below). We try to design, build and maintain your home to good standards, but your tenancy agreement allows you to make improvements, additions and alterations to the association's fixtures and fittings, provided that you have first obtained our written permission, and other necessary approvals such as planning permission and building regulations. You should do the work to a satisfactory standard. We are likely to give written permission, and compensation at the end of your tenancy, for the following improvements. Their notional life for calculating compensation is shown in the second column: QUALIFYING IMPROVEMENTS AND NOTIONAL LIFE OF IMPROVEMENT Qualifying improvement Life 1. Bath or shower Wash-hand basin Toilet Kitchen sink Storage cupboards in bathroom or kitchen Work surfaces for food preparation Space or water heating Thermostatic radiator valves Insulation of pipes, water tank or cylinder Loft insulation Cavity wall insulation Draught proofing of external doors or windows. 8 Page 26 of 46

27 13. Double glazing or other external window replacement or secondary glazing. 14. Rewiring or the provision of power and lighting or other electrical fittings (including smoke detectors). 15. Any object which improves the security of the dwelling-house, but excluding burglar alarms To be eligible for compensation you should let us have three estimates from bona fide contractors, and tell us which estimate you would like to choose and why. Only when we have agreed the estimate should you get the contractor to start work. If and when you leave compensation will be paid for the proportion of time left in the improvement's life. So if you have put more storage cupboards into your kitchen at a cost of say 200 with our permission, and they were put in 5 years ago when you leave, we would pay you compensation of 100 (ten years notional life divided by five years left equals half 200). This sum may be offset against any sum you then owe us. You will not normally be entitled to compensation if we have to get a court order for possession because of a breach of the Tenancy Agreement. Compensation will not be paid for past work, only for work approved by us from now on. Page 27 of 46

28 22 : Voids Policy Central & Cecil depends on rental income from our properties in order to be able to provide services for our tenants. This policy has been developed in order to effectively manage our void and lettings systems. Policy Statement Central & Cecil recognises that an efficient and effective void policy is essential both in terms of maximising the potential rent income and in making the best use of its limited resources. Central & Cecil aims for efficient and customer orientated procedures and seeks to continually improve the services consistent with our aims and objectives. Aims and Objectives 1. To maximise the use of Central & Cecil s housing stock by minimising the number of empty properties the number of refusals the time that properties stand empty the rent loss repair expenditure 2. To continually improve upon key Performance Indicators. 3. To ensure that all empty properties are offered for letting at an appropriate high standard. 4. To comply with all statutory legislation regarding the termination of tenancies. 5. To comply with the contractual agreement between Central & Cecil and its tenants in the tenancy agreement, that sets out Central & Cecil s tenant s rights and responsibilities. At the change of tenancy it is the organisations policy to return the property back into a lettable condition as soon as possible in order to minimise the loss of rental income during the void period. Central & Cecil s turnaround letting period is 28 days all staff must ensure that voids are let strictly within this period. Central & Cecil s Housing Team has lead responsibility in ensuring that voids are let, and should follow the procedure as outlined below. Definitions: Void: A void is a property, which has no tenant for any period in the year. Management Void: This is a property, which is available for letting and is pending occupation. Maintenance Void: This is a property which is not available for letting and is having repairs carried out to bring it to a lettable standard. Page 28 of 46

29 Accessibility and publicity: Central & Cecil will make this policy known to all relevant staff. Key responsibilities: Housing Officer/Tenancy Support Officer: Getting keys/surrender form from tenant Managing the key register and ensuring that duplicate keys are available Notifying Housing Management Team /Property Services of the void Arranging a pre/viewing Arranging (with the MO/Caretaker) void inspection. Agreeing void works (with the MO) Issuing clear instruction to Property Services to clear abandoned goods. Maintenance Officer Ordering repairs and ensuring they occur within target timescales Weekly progress reports from contractors Liaison with contractors Tenancy Support Officer / Housing Officer Receiving referrals from agencies and coordinating all voids and lettings Arranging interviews of prospective tenants Arranging viewings Sending weekly void progress reports to management Housing Manager: To oversee the whole process and ensure that voids are let within the 28-day target time. VOID PROCEDURES: Operations To be added VOID PROCEDURES: Property Services RELET VOIDS Page 29 of 46

30 STANDARDS UNIMPROVED FLATS The scale of work carried out on void units is largely dependent on two factors. The need to relet and the likelihood of funding for full-scale refurbishment in the foreseeable future. Where future funding for refurbishment is likely it would not be prudent to carry out extensive void works unless these works can be integrated into the scheme. As most refurbishment schemes entail the combining of existing units to produce larger units this exercise becomes increasingly difficult and it is generally not a practical proposition to carry out extensive voids works to these units. Where future full scale refurbishment of a scheme is being considered, void works will be limited to that work which is necessary to enable the flat to be re-let on a short-term tenancy or license SUPERVOIDS This term relates to major refurbishment works carried out to the sheltered flats in the 8 large blocks in inner London over the last 6 years or so. The works included complete refitting of bathrooms and kitchens, all electric circuits are rewired, new floor coverings are laid and the thermoplastic floor tiles in the living rooms are replaced with carpets and full redecoration is carried out. In some flats asbestos was removed and radiators replaced. Because of the extent of the works these voids are known as Supervoids. The original programme which has now been suspended included all unimproved flats as they became void. Some elements of the Supervoid specification may be applied to flats in a poor condition. REFURBISHED and NEWLY BUILT FLATS The void works carried out in newly built or refurbished property is usually limited to cleaning, carpet cleaning and other necessary minor repairs. VOID REDECORATIONS Central & Cecil does not normally carry out redecoration to void properties and outgoing tenants are requested to leave properties in good decorative order. In some circumstances however, redecoration by Central & Cecil or a decoration allowance to the new tenant will be necessary. This will occur when: Page 30 of 46

31 It would be unfair to expect a new tenant to take on a property in very poor decorative order. Central & Cecil would have great difficulty in letting the property unless it is decorated or an allowance for redecoration is given to the in-going tenant. Where it is agreed that redecoration is necessary, either: Redecoration of some or all rooms will be carried out by Cara while the property is empty. This will only be carried out where the property is in very poor decorative order and likely to be hard to let, or if the incoming tenant is unable to carry out the work him/herself due to disability. An allowance of up to per specified room will be given to the incoming tenant on production of receipts and where the work has been inspected by the Housing Officer. Where tenant has no funds, decorating vouchers will be supplied. The Housing Officer and Housing Team Manager will decide the exact amount that a tenant can claim the amount will be calculated on the basis of materials required to bring each room up to a reasonable decorative standard. Tenants owing arrears of rent to Central & Cecil may not have monies reimbursed but may have any allowance off set against arrears owing. TARGETS The management committee has set a target of 21 working days for void works to be carried out. Where flats contain asbestos and this is to be removed the target may be extended to take account of the current notification period 25 working days. In order to achieve these targets we must be in a position to start works immediately a flat is vacated. Information on voids should be made available to maintenance staff as soon as there is an indication that a flat is to become vacant and Void forms should be faxed or ed to the Maintenance Section at Central London Office at least one week before the flat becomes void. Where a full four weeks notice has been given, arrangements should be made with the tenant for a void inspection to be carried out during the period of the notice. Page 31 of 46

32 It is recognized that voids may arise suddenly from death of a tenant, emergency transfer or abandonment or eviction and that in these circumstances it might not be possible to give the full notice. VOID FORM /INSPECTION Please ensure that all Void forms are dated and signed. Where there is prior notification of a void Operations staff should inform the maintenance department using PART ONE of the VOID FORM at ANNEXE 1 Permission should be obtained from the outgoing tenant to allow an inspection to take place while they are still in occupation. A Maintenance Officer should carry out an inspection of the flat within 7 days of the notification and a report compiled describing the condition of the property and detailing the required void works. This information will be used to complete PART TWO of the VOID FORM SCHEDULE OF DILAPIDATIONS Where a flat is being left in poor condition Operations staff, or Caretaker and the Maintenance Officer should agree with the tenant on site which repairs are the tenant s responsibility. This should be confirmed in writing by Operations staff. Where the outgoing tenant is being transferred Operations staff must ensure that the tenant understands that the move/ allocation will not go ahead unless there has been an inspection to confirm that the agreed works have been carried out. It is the responsibility of the Housing officer or scheme manager to ensure that the tenant has carried out the work and to arrange for a final inspection by a Maintenance Officer or Caretaker before the tenant moves out. KEYS/VACANT POSSESSION Keys to a void property must be made available by Operations staff to a representative of the Maintenance Section within 24 hours of the vacation of the property. If the ex-tenant has not returned the keys, the Caretaker or Maintenance Officer should arrange for the locks to be changed as soon as possible. Where an inspection has not already been carried out, the Maintenance Officer will have 7 days from receipt of the keys to draw up a specification of work for the void unit on PART TWO of the VOID FORM Where the type and scale of repairs is such that the unit may need to be Included In one of the larger repair programs or where funding for full-scale Page 32 of 46

33 refurbishment of the site is being sought. A referral should be made to the Property Services Director. Where void works are likely to cost below 5000 a contractor may be instructed to complete the work within 21 days. Where a price has been previously established by tender or negotiation, or by agreement on schedule of rates, works may be awarded to the successful contractor, otherwise normal procurement procedures will apply. Maintenance Officers or Caretakers are responsible for informing Operations of the anticipated completion date on PART THREE of the VOID FORM. At least 7 days notice should be given so that Operations staff may prepare for viewing/allocation. Maintenance Officers are responsible for ensuring the return of keys to Operations. Page 33 of 46

34 23: VOID FORM NOTIFICATION OF VOID & VOID WORKS ADDRESS PART ONE Date Complete by Ops staff (Pass To Property Services) Manager name Void date One bed Bedsit Clear furniture and rubbish etc General clean (for immediate re-let only) Meter reading Fittings: (Aids & Adapts etc.) Key meter Shower cubicle O/bath shower Grab rails Others(specify) PART TWO Complete by Ops staff ( Pass to Property Services) WORKS REQUIRED Date As agreed with prospective tenant Required by Page 34 of 46

35 One bed Bedsit Full clean including carpets Part redecorations Full redecorations PART THREE Complete by Caretaker (Pass to Scheme Manager & Maintenance) Property ready for re-let Date Comments Dated Caretaker Page 35 of 46