REPAIRS AND MAINTENANCE POLICY

Transcription

1 REPAIRS AND MAINTENANCE POLICY Lead Manager: Strategic Repairs Manager Responsible Senior Manager: Asset Manager Approved By: STAR Board Date Approved: Date for Review: Replaces Previous Version: 1, Version Number: 2 Linked Policies: Asset Management Strategy,Planned Maintenance Framework, Management of Asbestos Policy, Affordable Warmth Policy, Enabling Tenants to Live Independently Policy, Central Heating and Servicing Policy, Procurement and Contract Rules, Business Plan, Equality and Diversity Strategy, Disturbance Policy, Rechargeable Repairs Policy Repairs & Maintenance Policy Page 1 of 13

2 CONTENTS SECTION 1: Introduction 3 SECTION 2: Aims and Objectives 3 SECTION 3: Repair Responsibilities 4 SECTION 4: Rechargeable Repairs 4 SECTION 5: The Responsive Repairs Service 4 SECTION 6: Repair Categories and Response Times 5 SECTION 7: Inspections 6 SECTION 8: Void Repairs 7 SECTION 9: Asbestos Management 7 SECTION 10: Gas/alternative Fuels and Electrical Safety 7 SECTION 11: Property Alterations 8 SECTION 12: Access for Repairs and Maintenance 9 SECTION 13: Performance Management 9 SECTION 14: Complaints 9 SECTION 15: Training, Distribution and Policy Review 10 Appendix 1: Tenant Responsibilities 12 Repairs & Maintenance Policy Page 2 of 13

3 SECTION 1 Introduction 1.1 Shropshire Towns and Rural Housing was set up in April 2013 to manage approximately 4100 Shropshire Council owned properties in the county of Shropshire, split primarily between Oswestry in the north and Bridgnorth in the south. 1.2 Shropshire Towns and Rural Housing is committed to maintaining our properties and common areas to the highest possible standard, whilst providing an excellent service. This standard is achieved through our repairs and maintenance policy, rechargeable repairs policy, voids and letting standards and estate management policies. 1.3 The Repairs and Maintenance policy has been developed to take account of legislative, regulatory and good practice requirements in relation to service delivery in this area of operation. SECTION 2 Aims and Objectives 2.1 Every tenant and customer has their individual needs recognised, is treated fairly and with respect, and receives fair access to housing and housing services we provide. 2.2 All homes managed by Star Housing meet the minimum decent homes standards, and when they are allocated, are always clean, tidy and in a good state of repair, ready for immediate occupation. 2.3 To provide tenants homes that are well maintained, with repairs and improvements carried out when required, and tenants are given reasonable choices about when work is done. 2.4 To provide homes in a safe and high standard of repair that offer a warm, comfortable and healthy living environment for occupants; and which remain in demand in the face of ever growing competition. 2.5 To provide an efficient and responsive reactive repairs service that reflects tenant priorities and gets repairs done right, on time and were possible repairs completed first time. 2.6 To ensure practices and procedures are reviewed as a result of feedback through tenant feedback and our complaints procedure, to ensure a customer focused and driven repairs and maintenance service. 2.7 Provide customers with regular performance information and a range of Repairs & Maintenance Policy Page 3 of 13

4 opportunities to be involved in the development of the full range of maintenance repairs activities and services. 2.8 Ensure effective systems are in place to monitor all performance and financial aspects of the maintenance service which will underpin the planning of works and enable management to better control the service. SECTION 3 Repair Responsibilities 3.1 Our repairs obligations are summarised below; A. External building fabric - To repair and maintain the external fabric of the building and related common parts in a good condition, this includes, for example, roofs, external walls, gutters, downpipes, and entrance/exit doors. B. Internal common works To maintain common entrances, stairways, passageways and other common areas in a good condition and fit for use by the resident household and visitors. This includes for example stairs, windows, flooring and communal TV aerials. C. Internal fitments To repair and maintain installations that have been provided by Shropshire Council/Shropshire Towns and Rural Housing. This includes for example, kitchen and bathroom fitments, pipework for the supply of gas and water, heating systems and electrical wiring, windows and doors. D. Environmental repairs To repair and maintain environmental areas owned by us such as paving areas and paths, drainage, walls, fences, bin stores, garage sites, drying areas and hard and soft landscaping. 3.2 Tenants have obligations to report and allow access to carry out repairs to their home and the common areas. They also have a responsibility for specific areas of maintenance themselves. SECTION 4 Rechargeable Repairs 4.1 Charges will be levied where a repair becomes necessary as a result of the willful, negligent or accidental actions of a tenant, household member or visitor to a property as opposed to through fair wear and tear. Full details on the process and circumstances for charging are contained within the company s Rechargeable Repair Policy. Repairs & Maintenance Policy Page 4 of 13

5 SECTION 5 The Responsive Repairs Service 5.1 We will offer a wide range of methods to maximise ease of repairs reporting. Repairs may be reported by phone, , in person to one of our staff and by writing into the company. 5.2 For non-emergency repairs, we will operate a repair by appointment system on specific dates or days and at a time in either the morning or the afternoon to suit the customer. 5.3 With all repair works, we will aim to ensure that good quality materials are used by our own workforce as well as contractors and that high standards of workmanship are attained. We will clearly identify our expectations to our repairs operatives and also invite customer feedback via satisfaction surveys at individual repair level. 5.4 Internal decoration following a repair is the tenant s responsibility. Decoration vouchers maybe issued if the damage occurred as a consequence of a repair being carried out or following a repair due to poor workmanship. 5.5 We will publicise information about the service in a number of ways. The tenant handbook and website in particular will provide detailed information such as repair responsibilities and response times. Publications such as the quarterly newsletter will be used to provide general information such as practical tips, out of hours contact details and performance statistics. SECTION 6 Repair Categories and Response Times 6.1 The company will categorise reported faults according to the level and nature of the response required. We will endeavour to apply a consistent approach to this categorisation; however discretion will be applied where a tenant is significantly more inconvenienced as a result of their age, health or any other relevant factor. We currently operate 4 repair categories; A. Emergency repairs; An emergency repair is defined as something that could not have been foreseen and which could cause danger to health, residents safety, or serious damage or destruction to property. All emergency repair requests will be attended and made safe within 24 hours. The minimum emergency service provided will be a make safe solution with any associated Repairs & Maintenance Policy Page 5 of 13

6 outstanding repair work following on from the original visit. The company will have in place arrangements to ensure requests for emergency repairs can be received and responded to 24 hours a day, 7 days a week. It should be noted that this service is an emergency service only, and not an extension of the normal working day. Abuse of this service may result in charges under the Company s Recharge Policy being applied for out of hour s calls that are not deemed emergencies. B. Urgent Repairs; Where a repair is categorised as non-emergency, the company will offer a repair by appointment system where the repair (or inspection if necessary), is carried out and completed within 5 working days, (commencing with the day after the repair was reported). The response time for this category will be extended only where the tenant indicates that access will not be available until after the 5 working day response period, in these circumstances the repair will be re-categorised to a routine repair priority. C. Routine Repairs; Repairs that don t fall into the two preceding categories will be classified as routine repairs and be given a 28 calendar day priority. These repair types are deemed to be a non-urgent minor inconvenience to the tenant, causing no danger to health and safety and no risk to the property. D. Planned Repairs; Planned repairs could include misted double glazed unit renewal, gutter cleaning and non-urgent repairs to communal areas. Programming of repairs of this nature allows the company to get better value for money. These repairs are completed within 6 months. SECTION 7 Pre-inspections 7.1 As an organisation we understand the need for the repairs service to have technical expertise within our staff and to undertake assessments on our properties that determine the appropriate repair action to be taken. In general terms, we will pre inspect repairs in the following circumstances; A. Any reported structural defect that has potential to cause harm or deteriorate rapidly B. Inspections to paths, walkways and common areas C. Multiple repairs (e.g. four repairs reported in one occasion) D. Reports of damp or mouldy conditions E. Fire related repairs F. Potential insurance claims Repairs & Maintenance Policy Page 6 of 13

7 G. Any repair requests for any damage believed to be caused by the tenant or someone visiting their property. 7.2 Our contact centre staff are fully trained to determine the circumstances of when a pre-inspection should be requested and will advise the tenant accordingly when they believe this to be the case. It may be the case that a repairs operative determines whilst on site that due to the scope of work a further inspection is required and they will liaise with the contact centre and customer to arrange this. 7.3 Pre inspections will be carried out on an appointment basis within 5 working days of the report being made (or later if this suits the tenant). The repair will then be categorised under the standard response times. Following their inspection the inspector is able to raise jobs whilst on site with the relevant priority being determined by them. Post Inspections 7.4 Shropshire Towns and Rural Housing will carry out a percentage of post inspections to completed work to ensure that we are providing a high quality service which is also value for money. This is currently based on all completed repairs in excess of Post inspections will be linked to feedback from our repairs satisfaction surveys and customer complaints. We have previously asked for feedback from a percentage of tenants who have had a responsive repair carried out to their home, but there was limited responses. Following the Acuity Consultancy report (Coordinated Customer engagement strategy for satisfaction surveys) dated March 2017 these surveys are currently on hold whilst a review is carried out in how best to seek feedback from our tenants. 7.6 Post inspections will be carried out by appointment. They will not be included as part of the time taken to complete the repair. 7.7 Details of post inspections will be fed back to our repairs staff/contractors to assist us in continually improving the service we provide. SECTION 8 Void Repairs 8.1 The company has a Lettings Policy (check neighbours policy for title) which details our procedures to let void properties as effectively as possible in order to minimise loss of rental income. In order to achieve this we have adopted a lettable standard and, via Total Mobile a more systematic approach, to undertake inspections, instructing necessary repair work, monitoring progress towards completion and passing properties as fit to let. Repairs & Maintenance Policy Page 7 of 13

8 8.2 The Lettable standard defines, as far as practically possible, our expected standard for re-letting our houses. The time taken to carry out repairs on void properties will vary on an individual property condition and is banded according to the cost of necessary repairs. 8.3 It is our policy to instruct both a gas and electrical safety check to all void properties prior to a new tenant taking up residency. SECTION 9 Asbestos Management 9.1 The company recognises the dangers presented by asbestos and will adhere to Shropshire Council s Asbestos management Policy and STAR Housing s management of Asbestos procedures. SECTION 10 Central Heating and Electrical Installation Safety 10.1 The company has central heating servicing and maintenance policy and procedures in place, and the responsive repairs service complies with this The company carries out fixed wire electrical tests to all of our domestic properties on changeover of tenancy or otherwise at 5 year maximum intervals in line with the I.E.E. Wiring Regulations (17 th Edition) 10.3 The company carries out lighting inspection and emergency battery lighting discharge tests to all communal and common areas on a 2 monthly basis. SECTION 11 Tenant Alterations to their homes 11.1 As a landlord, we will not unreasonably withhold consent for requests to carry out alterations to the tenant s home, but will make it conditional that any proposed alterations meet the standards of safety and workmanship required by us. We will, however, not be responsible for supervising the installation process. See Tenant Alteration Request policy 11.2 In granting permission for alterations the company will be satisfied that the proposed works will not detract from the future letting of the property. In addition, it will be made clear that the tenant will accept the full installation costs as well as be liable for the any ongoing maintenance responsibilities. Where an alteration is removed, we will expect that the property be returned to its original condition. Repairs & Maintenance Policy Page 8 of 13

9 11.3 Certain requests for alterations may also require planning consent by the local authority. It is the responsibility of the tenant to ensure that all consents are in place before proceeding with the works, and on completion copies of any gas and electrical certificates, and building control completion certificates must be forwarded to Shropshire Towns and Rural Housing Alterations or improvement work to a property (other than internal decoration) should not be carried out without the written consent of the landlord. The following provides some examples of alterations where consent should be sought; Requesting structural changes or removal of walls Fitting conservatories and entrance porches Building extensions Loft renovations Installation of external doors or windows Installation of kitchens or bathrooms Laying of laminate flooring Fitting of gas fires, multi fuel burners or fireplaces Any alteration of the electrical circuits (Inc. fitting extra sockets etc.) Replacing Light fittings and switches This list is not exhaustive and if in doubt always seek permission before starting any alteration works to the property. SECTION 12 Access for Repairs and Maintenance 12.1 The company operates a repair by appointment system (except in emergencies) in order to minimise instances of no access being available. Where a tradesperson or repairs inspector calls at an appointed date and time and access is not available, the tenant will be notified by a card left at their address, by a telephone call, or text message. The onus is then on the tenant to rearrange a subsequent appointment. If no new appointment is made then the original order will be cancelled Where no access is available in extreme emergency or unexpected situations, such as a serious flood, we will make every effort to locate the whereabouts of the tenant. In the event of this not being possible access to the property will be gained in the presence of the police. SECTION 13 Repairs & Maintenance Policy Page 9 of 13

10 Performance Management 13.1 Shropshire Towns and Rural Housing will maintain internal information systems which are based around ensuring effective monitoring, control and reporting of its repairs and maintenance activities. Comprehensive records of all repairs and maintenance will be held with a view to demonstrating transparency in the way work has been carried out and authorised The company will monitor repairs and maintenance performance using performance indicators as follows; Average time taken to complete emergency and non-emergency repairs Number of appointments made and adhered to Number of repairs which were completed right first time Average void property re-letting time Average void repairs costs Number of properties with a valid gas safety certificate Number of properties with a current periodical electrical test certificate SECTION 14 Complaints 14.1 Any service user may submit a complaint, using the Shropshire Towns and Rural Housing s complaints procedure if it is felt that the company has failed to correctly apply this Repairs and Maintenance policy. SECTION 15 Training, Distribution and Policy Review 15.1 Shropshire Towns and Rural Housing is committed to training and developing staff and board members to their full potential in order to deliver a high quality of service in all areas. All staff are regularly appraised and training and development needs are identified and addressed This Policy will be approved by the board. It will be reviewed on a minimum 3 yearly cycle. The review will incorporate changes in legislation, learning from complaints, comments and feedback from our customers. Repairs & Maintenance Policy Page 10 of 13

11 15.3 This policy will be made available to every Shropshire Towns and Rural Housing employee, board members and will be made freely available to any tenant or interested party. Repairs & Maintenance Policy Page 11 of 13

12 Appendix 1: Tenants Responsibilities Tenants are responsible for carrying out the following repairs; Keeping inside and outside of your home in reasonable condition Internal decoration Replacing toilet seats Gardens, trees and hedges Minor plastering cracks and chips Fitting draught excluders Fitting door bells Renewal drawer handles Laminate flooring to include re instatement after essential repairs have been carried out Putting up curtain rails (but not battens) Replacement of hat and coat hooks Easing and refitting internal doors after carpets have been laid Replacing or repairing damaged internal doors Clearing minor blockages to sinks, baths wash hand basin and toilets caused by you, your family or visitors to your home. Repairs to domestic appliances such as dishwashers, washing machines etc. Servicing tenants own appliances such as gas fires Sweeping chimneys for open fire Replacement of light bulbs, fluorescent strips and starters except in communal areas. Telephone points and sockets TV aerials unless you are on a communal aerial system Cracked or broken glazing Repairs to gates and fencing (not fitted by us) Sheds not outbuildings Washing lines except for communal areas and sheltered schemes Repairs & Maintenance Policy Page 12 of 13

13 Paving other than main path Clearing leaves from external gullies or grids Repairs & Maintenance Policy Page 13 of 13