The Community Housing Group & all subsidiaries. Executive Business Manager (Repairs & Voids)

Transcription

1 Business Units: The Community Housing Group & all subsidiaries Date of Document: March 2015 Date for Next Review: March 2018 Authors: Executive Business Manager (Repairs & Voids) Introduction This document has been developed in partnership with residents and sets out the Groups Repairs and Maintenance Policy. It details the aims of the policy, sets out service standards and outlines the responsibilities of both residents and the Landlord, The Community Housing Group (the Group).The Group aims to provide a service that is efficient, provides value for money and most importantly meets the needs of tenants and leaseholders. The Policy covers all properties owned by the Group including Shops and Offices. 1.0 Policy Statement We have developed this policy to ensure that all residents receive an excellent Repairs and Maintenance service through the provision of a policy that has clear aims and objectives to: Provide a prompt, efficient and economic responsive repairs service for all Group residents. Ensure that Group Homes are maintained to a high standard and that residents live in safe and warm houses. Complete all repairs on a Right First Time basis where possible; if that is not possible the resident will be provided with an agreed follow up appointment indicating when the repair will be completed. Ensure through consultation that the Service responds to the wishes and needs of residents and leaseholders and provides them with opportunities to influence and make decisions about the way the responsive repairs service are provided. Achieve high standards of Customer Care and Customer Satisfaction by monitoring our contractors and partners performance regularly and encouraging residents to comment on every repair undertaken. Comply at all times with current legal responsibilities and codes of good practise. Page 1 of 5

2 Through consultation with residents and leaseholders have planned maintenance and property improvement programmes that meet the Groups Decent Homes Standard plus. Provide values for money in the Repairs Service, Planned Maintenance and Property Improvement Programmes. To promote social inclusion, respect for others and equal access for all; in doing so the Group will endeavour to tailor repairs and maintenance service to suit the individual circumstances of our residents; in particular for those residents that need additional help and support either permanently or for a short period of their tenancy, every effort will be made to provide a service that meets their needs. This Policy also applies to Contractors and Partners who are undertaking Maintenance Work on Company Properties. 2.0 Legislative and Regulatory Context This policy has regard to the following legislation: Landlord and Tenant Act 1985 Housing Act 2004 Secure Tenants of Local Housing Authorities (Right to Repair) Regulations 1984 Defective Premises Act 1972 Commonhold and Leasehold Reform Act 2002 Gas Safety (Installation and Use) Regulations 1998 Building Regulations Act 1984 Housing Health and Safety Rating System 2006 Equality Act 2010 RSH The Regulatory Framework for Social Housing in England Decent Homes Standard 2006 Housing Act Policy Responsive Repairs Means all Response Repairs completed by Building Trades and it can include the Planned Delivery of Response Repairs or the batching of Repairs to achieve economies of scale. Right to Improve The Group will permit tenants, with prior written permission, to improve their homes as provided for in the Housing Act 1985 (as amended). The Group will inspect the work and if satisfied with the standard will undertake to maintain and service the Page 2 of 5

3 improvement at the end of the tenancy. It will be the tenants responsibility to ensure the work is up to the required standard and to meet the cost of rectification or removal and reinstatement if at the end of the tenancy it has not previously become the responsibility of the Group. Right to Compensation for Improvements The Group will honour the provisions of section 172 of the Leasehold Reform, Housing and Urban Development Act Details of the qualifications are in the Tenant s Handbook. Where the improvements adhere to the Regulations compensation will be paid at the end of a tenancy. Annual Maintenance The Group will undertake annual servicing of all its solid fuel, gas and electrical appliances, fire fighting equipment and lifts. Programme of works will be established for these areas of work and performance monitored by the Group against the programme. Cyclical (Planned) Maintenance The Group will normally undertake a 6-year cycle of external repairs and decoration, to the housing stock, and internal decorations to communal areas of flats and sheltered housing. Group will also ensure a 10 year programme of electrical tests is in place for each property in its ownership. Rechargeable Work When notice is given to vacate a property, or at any other inspection any improvement carried out by the tenant which is not satisfactory will either be the responsibility of the tenant to rectify to an acceptable standard or the tenant will be liable for the costs of rectification work carried out by the Group. At any time during the tenancy, damage or neglect caused by tenants or visitors to the property will be charged to the tenant in line with the Groups Tenant Recharge Policy. Payment will usually be required prior to any rectification work carried out by the Group. Equipment and Adaptations The Group will maintain all equipment and adaptations which it has installed and will liaise with appropriate agencies to identify future requirements. The only exception being equipment fitted under a Disabled Facility Grant such as a hoist/stair rider where the tenant has not agreed to pay the appropriate Service Charge to cover any on-going maintenance costs. Under these circumstances the tenant will be responsible for the maintenance of the equipment. The Group will install equipment and adaptations up to a value of 2,000. Improvement and Replacement Programmes The Group will develop an Asset Management Strategy that drives programmes of work based on the results of the Stock Condition and the Energy Surveys having regarded to and seeking compliance with the Government s Decent Homes Standard and other such regulatory requirements. Page 3 of 5

4 Defect Liability Repairs This clause will require a Contractor to Repair or make good defects which are a result of the Contractors Default. In Domestic arrangements this is normally for a period between 6 and 12 months.the Group will receive and process all requests for repair work within the defect liability period. This will involve contacting the relevant Contractor to undertake the work and monitoring progress. The Group will also deal with any queries relating to the work from the Contractor such as the work being beyond the scope of the Defects Liability. 4.0 Equality Impact Assessment 4.1 We will ensure that our services reflect the customers and communities that we work with and are in line with our policies on Equality and Diversity. 4.2 An Equality Impact Assessment has been undertaken in respect of this policy to understand the impact that it may have on groups or individuals. 4.3 The Group is committed to equal opportunities and as such all complaints will be dealt with fairly, consistently and no one will be discriminated against. 5.0 Performance Measurement and Targets 5.1 A group wide database is maintained on all repair requests. 5.2 We report through to all Boards and Committees and our customers through the Annual Report, Streets Ahead publications, Central Tenants Forum, Scrutiny Panel and other customer groups information on our performance in relation to the Repairs Service. They will include: Customer Satisfaction Repairs Service Appointments made and kept Emergency repairs completed within target Oakleaf Commercial Services income per operative Number of indicators and dangerous occurrences reportable to the Health and Safety Executive Responsive repair jobs completed right first time Oakleaf Commercial Services operating supplier Performance against construction and refurbishment programme Performance against asset budget 6.0 Monitoring and Review Page 4 of 5

5 This policy and associated procedures will be reviewed every 3 years to ensure its continued relevance and effectiveness or as required by the introduction of new legislation or regulation. 7.0 Associated Documents / Policies Internal: Corporate Plan Energy Efficiency and Affordable Warmth Policy Void Management Procedure Compensation Policy Tenant Recharge Policy Tenants Handbook Appointment and Use of Contractors and Technical Consultants Procedure Tender Procedure Code of Conduct for Contractors Equality and Diversity Policy Development Handover Procedure Insurance Policy External: Regulator of Social Housing Performance Standards Human Rights Act 1998 Current Legislation Government s Decent Homes Standard NHF Schedule of Rates Page 5 of 5