Regions Centra Living Centra Support. General Needs Supported Housing Sheltered Housing. Outright Leasehold (unless specified in lease)

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1 Repairs By acting with a business head and social heart, together we achieve our mission to enhance life chances by helping people to fulfil their potential and live better, more independent lives. 1 Scope 1.1 This policy covers responsive repairs but is closely linked to our Planned Maintenance, Empty Homes, Property Alterations and Improvements and the R&M Contract Management policies. 1.2 This policy only applies to the new repairs contracts procured in 2012 which have been implemented. 1 Applies to Regions Centra Living Centra Support RPs 2 Tenure General Needs Supported Housing Sheltered Housing Other Rented Housing owned by Circle Housing Outright Leasehold (unless specified in lease) Temporary Accommodation (unless specified in management agreement) Shared Ownership Other Rented Housing managed by Circle Housing on behalf of third party 3 Other Commercial Property Curtilage Garages and Outbuildings Remote Plant Communal Areas, including those with Leasehold/ Shared Ownership properties Tenant Management Organisations (TMOs) (only repairs which are set out in the management agreement). 1.3 In this policy, Circle Housing ( we, us ) refers to all Circle Housing Registered Providers and Centra. Repairs Policy January 2014 Page 1 of 13

2 2 Policy Statement 2.1 We aim to provide safe, warm and secure homes of choice for all our customers by delivering a first rate, value for money repairs service to help ensure our customers can keep their homes in good condition. 2.2 We are committed to exploring new and innovative ways to create an excellent service for all of our customers. Since 2012, we have been developing a new strategy which is intended to improve our repairs and maintenance service, which will create better value for money for our customers, unify the standards of service we provide and improve efficiency for those using our services. 2.3 We will comply with all relevant legislation. 3 Our Responsibilities 3.1 As landlords, we have a statutory duty to carry out repairs to our customers homes which are our responsibility. Generally, this includes but is not limited to: the structure and exterior of homes including the roof, walls, windows, hard surfaces, external doors and loft and cavity insulation heating systems including central heating, gas fires, fireplaces, flues, ventilation and chimneys water including pipes, basins, sinks, toilets, baths, drains and guttering services to utilities including gas pipes, electrical wiring, and any appliances provided communal areas such as hallways, stairs, lifts, communal entrances and some specified external areas which we own garages other external areas (such as paths) where the landlord has responsibility. Organisational Responsibilities 3.2 At Circle Housing, each Regional Operations Director has overall responsibility in their region for the business plan, ensuring annual targets, performance standards and all customer health and safety requirements are met. 3.3 The Director of Property Services within each region is responsible for leading the repairs service for their region, for ensuring compliance with legislation and responsibility for the repairs budget. 3.4 The Contract Manager (Responsive) and Surveying Manager have further responsibilities for the day-to-day delivery of the responsive repairs service. Repairs Policy January 2014 Page 2 of 13

3 Home Standard 3.5 We ensure that our repairs service complies with the Regulator s Home Standard by providing a cost-effective repairs service to our homes that responds to the needs of and provides choice to our customers. We ensure that we meet all applicable statutory requirements that provide for the health and safety of our customers. Contractors 3.6 We are committed to providing the best standards of service for our customers, whether we use our own staff or contractors to deliver our repairs service. 3.7 Where contractors carry out repairs on our behalf, we ensure they are competent and suitably qualified. We monitor them as set out in the R&M Contract Management Policy. 3.8 All contractors must follow all relevant Circle Housing policies and our Contractor Code of Conduct to ensure the highest standards of service for our customers. This includes behaving in a professional manner at all times, respecting the privacy of all our customers and always wearing photo identification when entering any of our homes. 4 Prioritisation of Repairs 4.1 All customers should contact us to report a repair which is our responsibility. Customers can report repairs to us in many ways, including: in person, over the telephone, through our website or self-service portal, by text message, , fax, letter or through our digital channel. Repairs to communal areas will be reported and treated in the same way as repairs to customers homes. 4.2 When a customer contacts us to report a repair, we will: identify whose responsibility it is to carry out the repair identify whether the customer is vulnerable and if the repair should be prioritised tell the customer whether it will be dealt with as an emergency, urgent or routine repair identify if there is any upcoming planned work or if there liability period agreement, in which case the original contractor will be contacted provide the customer with the job reference number relating to the repair confirm the appointment with the customer using their preferred method of communication. 4.3 However, where customers raise out-of-hours emergency repairs, we will arrange for immediate action to address the defect but will not carry out all of the above steps. 4.4 Customers can request emergency out-of-hours repairs. However, routine and urgent jobs will be not be raised during out-of-hours. Repairs Policy January 2014 Page 3 of 13

4 4.5 The types of repair are split into three categories (depending upon the urgency of the work) which each have a maximum target to complete the job: emergency - 4 hours urgent 72 hours routine - 28 calendar days 4.6 The below lists provide examples of which category of response time different types of repair will usually be assigned. However, in all cases, the officer arranging the repair will use their discretion and consider factors such as whether the defect is posing an immediate health and safety risk or whether the customer is vulnerable. The list of exceptions to these timescales is set out in Emergency repairs within 4 hours 4.7 Emergency repairs are those that pose an immediate risk to a customer s health and safety or security, or if left incomplete, may cause immediate damage to the home. Emergency repairs include, but are not limited to: Inside the Home gas leaks blocked toilet if it is the only one leaking soil stack pipe collapsed or bulging ceilings a water leak that cannot be contained inside a property (or a bucket cannot contain it overnight) a loss of power and/or lighting to a part of the property total loss of electricity or a total loss of water checking electrics after flooding/ water penetration forced entry and replacement of lock where a person is locked out or inside the property (which will be recharged unless a crime reference number is provided) resecuring doors where the property is not secure repairs to dangerous or exposed wires, power, lighting sockets or fittings Outside the Home a leak/burst pipe outside the property and checks to electrics following this removal of broken glass Communal Areas serious blockages to main drains Repairs Policy January 2014 Page 4 of 13

5 removal of broken glass repairs to communal area floor covering removal of glass in communal areas a broken-down lift (where someone is trapped in it) offensive or discriminatory graffiti. 4.8 Customers should not have to wait more than 4 hours for a contractor to come to their home and make an emergency repair safe, although in some cases we may have to return at a later date to complete the full repair. 4.9 Once the problem has been made safe, the emergency repair job will be closed and if more work is needed, a new repair job will be opened immediately We aim to be clear about what will happen if a second visit is needed. Where possible, the second repair job will be scheduled while the operative is still in the home to give the customer the date and time of the next appointment. For out-of-hour emergencies, the customer will be contacted on the next working day. Urgent repairs within 72 hours 4.11 Urgent repairs are repairs that are inconvenient, affect the comfort of the customer and which, if left incomplete, may cause damage to the home. Urgent repairs include but are not limited to: Inside the Home loss of heating or hot water (emergency temporary heating units will be provided in the interim) repair/ replacement of defective locks to external doors loss of lighting repairs to immersion heaters defective smoke or carbon monoxide alarms that are permanently wired in rotten timber floor boards or stair tread (make safe) internal leaks that can be controlled using a bucket or bowl partial loss of water supply or a continuous overflow toilet not flushing or a loose, cracked or broken WC toilet seat, sink, bath or wash hand basin taps which will not turn off rain penetration from roof or guttering into property badly cracked glass broken or damaged banister rails Repairs Policy January 2014 Page 5 of 13

6 Outside the Home blocked chute or hopper making buildings safe after storm damage Communal Areas loss of lighting in external communal areas broken door entry systems dangerous walls or fences that divide residents individual gardens (make safe) pest infestations in communal areas broken paths or other paved areas provided by Circle Housing broken or damaged banister rails repairs to public staircases removal of glass in communal areas. Routine repairs within 28 calendar days 4.12 Routine repairs are repairs that cause inconvenience but do not pose an immediate risk to a customer s health and safety. Routine repairs include but are not limited to: Inside the Home replacement of internal doors, locks, handles and architrave re-plastering or patch repairs to ceilings chimney pot, cowl or stack inspection chamber cover / gulley grid missing /damaged broken extractor fan to internal kitchen or bathroom repair /replacement of skirting garage door locks or repairs to garages on planned basis once identified minor repairs to doors, drawers, shelves, worktops, curtain rails and battens replacement of doors, drawers and worktops re-plastering or patch repairs larger than can be filled with decorators filler bath panels repair, re-washer or replacement of dripping taps re-fix or replace tiles or slates or ridge tiles, flashings, etc which are not causing water ingress non-urgent repairs to staircases internal plastering repairs wall tiles and splash backs including mastic seal around fitments Outside the Home Repairs Policy January 2014 Page 6 of 13

7 clearance, repair or replacement blocked gutter or rainwater down pipes communal TV aerials and cables in most cases, securing window frames or ease and adjust if a window cannot be opened or closed repair / replacement of window catches, mechanisms, handles and stays We aim to complete routine repairs within 28 calendar days. We will always try to be flexible to our customers needs and offer convenient appointment slots. Exceptions 4.14 In certain situations, different timescales apply will apply. These include: works which immediately affect health and safety must be assigned a higher priority we take health and safety extremely seriously and will take the necessary action to reduce risks where the repair has been prioritised as the customer is vulnerable (see below) asbestos removal extensive internal damage extensive external damage structural damage preventing occupation major infestations and specialist cleans properties not achieving the Decent Homes Standard Where one of these situations applies, we will ensure that the customer is fully aware of these implications and the expected timescales for the work. Vulnerable Customers 4.16 We will provide additional support for those who are considered to be vulnerable or may have individual needs. This includes customers in sheltered and supported accommodation and vulnerable customers living in general needs properties. See our Vulnerability and Individual Support Policy which outlines our approach to vulnerability We aim to prioritise repairs jobs for vulnerable customers where the nature of their vulnerability means the repair has implications for the health and safety of themselves or others living on the premises. Officers will use their discretion professionally and consider the information available, including factors such as if the situation is affected by severe weather. The reasons for this decision must be recorded on the customer s file If a decision is made to prioritise a repair, the priority would be upgraded to a more urgent category. Repairs Policy January 2014 Page 7 of 13

8 4.19 We will ensure that where vulnerability is identified, we will comply with the Data Protection Act and our Data Protection policy. We will only inform the contractor of information on a customer s vulnerability if it is absolutely necessary and directly related to the repair Any information passed to the contractor should be for them to use practically in communicating with customers or providing services to them. For example, if the customer has limited mobility, the contractor would only be informed that they need to allow more time to answer the door. Communal Areas 4.21 Where customers identify necessary repairs to communal areas, they will be reported and treated in the same way as repairs to customers homes Where access is restricted, in most cases the customer should be present to provide access to the communal area. Pre-Inspections 4.23 In some circumstances, a routine repair will be pre-inspected before the work is carried out. The decision to pre-inspect will be determined by the risks and value of the repair but in all cases, the pre-inspection will not impact on the timescale to complete the repair. The Circle Housing Standard for Responsive Repairs details pre-inspection requirements. Adaptations 4.24 Repairs to adaptations which are outside their warranty period will be reported in the same way as responsive repairs. Planned Maintenance 4.25 In some cases, routine repairs (major components only) will be due to be covered by an upcoming Planned Maintenance programme and it may be appropriate to include the repair within this. Examples include but are not limited to: a minor repair on a kitchen that is due to be upgraded in the next six months a boiler replacement However, individual circumstances, vulnerability and timescales for completion must be considered in the decision, including potential implications on the customer s health and safety In all cases, the customer will be informed if the repair is to be scheduled into that programme. Repairs Policy January 2014 Page 8 of 13

9 Energy Saving and Warm Homes 4.28 We are committed to enabling all customers to be able to save energy and live in warm homes. We aim to promote energy efficiency measures in our repairs service and help customers to access affordable warmth and energy saving devices for their homes. We offer customers free energy saving advice leaflets and help them to access other initiatives which may be appropriate to them Where possible, we will record options for installing low cost energy saving measures when visiting customers homes, and where agreed by Circle Housing, offer to install low cost measures for our customers. Decants 4.30 Wherever possible works will be done around the customer, without the need to move them. Where it is necessary to move them, regional staff will work with local RP staff to ensure customers are fully informed about the extent of the works needed and the intended date they will be able to return. 5 Customer Responsibilities 5.1 Different customers have different repairing responsibilities for their homes. Full details of repairing responsibilities for leaseholders are set out in However, most customers are responsible for taking care of the inside of their homes and for certain repairs, including: the repair and/or replacement of their own appliances carrying out or paying for any repairs that are caused by accidental damage, misuse or neglect, including any damage caused by friends and visitors to the property carrying out routine household maintenance, like replacing light bulbs or unblocking a sink, where they have caused the blockage. 5.3 In addition to the above, most general needs customers are also responsible for: internal decorations, furniture, fixtures and fittings and any additional fixtures added by the customer replacing keys and locks to internal and external doors if lost, stolen or broken in the lock unless a crime reference number is provided TV aerials (except where these are maintained as part of a communal system), phone lines, satellite, cable TV and broadband to their own homes any outstanding actions which the customer is responsible for at the end of a tenancy including clearance of property, gardens and cleaning Repairs Policy January 2014 Page 9 of 13

10 general garden maintenance, including shrubs, patio areas and garden sheds within self-contained gardens. Recharges 5.4 Where a customer fails to carry out repairs for which they are responsible, we may carry out the work and recover the cost of the work from them. Once we have carried out the repair, it may then be appropriate to recharge the customer in line with our Recharges policy. Pests 5.5 Pest infestations in individual homes are usually the responsibility of the customer, unless otherwise specified by the tenancy agreement, lease or local arrangement with a local authority. See Circle Housing Standard for Responsive Repairs. 5.6 Where an infestation has spread from a communal area or another home we are responsible for the removal. 5.7 We will comply with notices and required actions issued by the local authority. Leaseholders 5.8 In general, leaseholders are responsible for their own repairs within their homes. However, we are responsible for keeping the structure and shared areas of blocks of flats in good repair and leaseholders can access our responsive repairs service to report repairs to communal areas and the block they live in. Responsibility for repairs, including those to the front doors of flats, is generally the responsibility of the leaseholder; however, in all cases responsibility is clarified in the lease. 5.9 Where a leaseholder reports a repair (including one which is in their home) it is essential to find out what caused the problem. If the repair is due to defects in communal areas or other properties where we do have repairing responsibilities, it may be our responsibility to carry out the repair We comply with the requirements of the Landlord and Tenant Act 1985 (as amended), when carrying out major repair works, and where appropriate, include leaseholders in consultation over planned improvement works Where leaseholders are expected to pay for or contribute to the costs of the repair if it is likely to be 250 or more inclusive of VAT, it is essential that Section 20 consultation is undertaken. Where Section 20 consultation is not undertaken, the maximum amount that can be charged to each leaseholder is 250 (inclusive of VAT) unless the Leasehold Valuation Tribunal has granted exemption from consultation. Service Charges 5.12 For some tenures, the costs of some repairs is covered in the service charge. However, the following items may not be covered: Repairs Policy January 2014 Page 10 of 13

11 TV aerials (unless it is a shared aerial we have provided) phone lines, satellite and cable TV, and broadband replacing keys and locks if they have lost their key or it has broken in the lock (unless it is a communal door) The terms of the individual occupancy or support agreement set out whose responsibility these are. Missed Appointments 5.14 Missed appointments cost time and money for both customers and us. Where customers miss two appointments, a warning letter will be sent. We reserve the right to charge 10 for each further appointment missed. See the Recharges policy For appointments missed by the service provider, the customer can claim up to 10 in compensation If there are difficulties with access in supported housing, the Support Provider, Managing Agent or Scheme Manager will be contacted. If there are continuing problems, the relevant officer can take action under the terms of the Management Agreement. 6 Customers Customer Involvement 6.1 We want customers to be happy with the work we do and the way we do it. We will ask for their views on the quality of our day-to-day repairs service we provide to them and follow-up on their feedback. 6.2 Customers will be directly involved in monitoring the repairs service we provide regionally, and will have representation at progress meetings to help monitor and improve the services we deliver. Reporting Concerns 6.3 All staff and contractors working in our homes must comply with our Safeguarding Children, Safeguarding Adults, Vulnerability and Individual Support and Domestic Violence policies by ensuring that they report concerns about the safety of our customers as soon as possible to a contact centre or by filling in a concerns card. Suspected criminal activity or illegal sub-letting should also be reported to the contact centre. Customers who pose a risk 6.4 We have a zero-tolerance policy to any kind of abuse or threatening behaviour towards our staff. If staff experience violence or threatening behaviour, no matter how minor the incident is perceived to be, it is vital that it is reported. Repairs Policy January 2014 Page 11 of 13

12 6.5 We will always take action when incidents are reported or where we become aware of any complaints or warnings about the occupants of the property and follow the Customers who pose a risk to safety policy. We will pass on relevant information in an appropriate way to our contractors to help ensure their safety too. Compliments, Complaints and Compensation 6.6 Our aim is to always provide the highest standards of service for our customers and we always welcome feedback, compliments and suggestions from those who use our services to make sure we continue to provide a good service. 6.7 However, we recognise that there may be occasions when it is necessary for our customers to make a complaint about staff, contractors or the quality of service they have received. In these situations, they can report a formal complaint. See our Complaints Policy or the relevant provider s complaints procedure. 6.8 Contractors must comply with our Complaints Policy and re-attend the site, where necessary, to rectify any issues as soon as they are aware of them. 6.9 The Right to Repair scheme gives some secure and assured tenants the right to claim compensation if certain small urgent repairs are not carried out within prescribed time limits. Disrepair 6.10 Disrepair claims may be made by tenants if we have failed to fix a repair after we have been notified that there is a problem We follow the pre-action protocol for disrepair to attempt to achieve an early and appropriate resolution of the issues with our customers and reduce the need to proceed to litigation. Should a claim proceed to litigation, the court has the power to order parties who have unreasonably failed to comply with the Protocol to pay costs or be subject to other sanctions For further details about handling disrepair claims, see Circle Housing s Standard for Responsive Repairs. 7 Performance Management 7.1 We undertake customer satisfaction surveys of our repairs service throughout the year to monitor feedback from our customers, which helps us to manage contractors and drive improvements across the service. We review questionnaires and targets with customers to ensure they continue to meet business needs and provide statistical data. 7.2 Repair performance data is extracted on a monthly basis and used regionally to monitor performance. A monthly cumulative summary for the year to date performance identifies the percentage of jobs completed in and out of target. Repairs Policy January 2014 Page 12 of 13

13 Post-Inspections 7.3 To ensure that we are providing value for money, we will carry out measures to assess the quality of the works, customer satisfaction and the value of works undertaken. We carry out post-inspections as set out below within 28 days of the work being carried out: a minimum of 5% of responsive repairs works orders under % of responsive repairs orders over We will maintain auditable accounts to demonstrate that such assessments are reasonable and appropriate to the nature of works undertaken. Analysis of postinspections will be reported on to scrutinise performance. 7.5 Further inspections may take place that arise from complaints to ensure satisfactory resolution. 8 Equality, Diversity and Inclusion 8.1 We ensure that we deliver a fair and appropriate repairs service to all our customers, which takes account of individual needs. 8.2 At Circle Housing, we have adopted equality, diversity and inclusion as core values and place all our policies in the context of the following objectives: ensuring that all our customers and staff are treated with dignity and respect ensuring that the opportunities we provide for learning, personal development and employment are made available on a non-discriminatory basis providing a safe, supportive and welcoming environment for staff, customers and visitors 8.3 We seek to be a genuinely inclusive organisation and our aim is to integrate equality and diversity in all aspects of our day-to-day activity. 8.4 We are committed to supporting customers and staff access information in a way that suits individual needs. Please get in touch with your local office to discuss this. 8.5 We welcome text relay calls. Customers should dial first and then the number that they require. Repairs Policy January 2014 Page 13 of 13