Responsive Repairs Policy Responsible Officer Director of Customer Services PART 1- POLICY SCOPE Aim of the Policy 1.0 The Responsive Repairs Policy is set in the context of Phoenix s Vision to, Work together to build a better future for our Phoenix Community It has been developed taking account of the following Phoenix strategic priorities: 1 Resident Leadership and Ownership 2 People and Services 3 Homes and Environments 4 Sustainability 1.1 The development of this policy was undertaken in consultation with residents of Phoenix Community Housing. 1.2 The principal aim of the Responsive Repairs Policy is to ensure that Phoenix Community Housing s stock is maintained to a high standard by providing a responsive repairs service that allows for repairs to be completed to a high standard, within target times, whilst achieving value for money. 1.3 In providing its responsive repairs service, Phoenix will have due regard to the Homes and Communities Agency Standards, particularly the Home Standard and the Tenant Involvement & Empowerment Standard; as well as all relevant legislation and statute. Repair Responsibilities 2.0 In order to comply with regulatory and legislation requirements, Phoenix will:- Keep in repair the structure and exterior of all dwellings and common areas. Keep in repair and correct working order, installations for the supply of gas, electricity, water, sanitation and heating systems. Keep in repair and working order lifts and communal lighting. Offer assured residents a right to repair similar to that which Council tenants have. AM Policy Responsive Repairs Policy FINAL V2 May 2015 1
Key Principles of the Responsive Repairs Service 3.0 Phoenix is committed to delivering a fully responsive, high standard repairs service, which meets the needs of our residents in addition to meeting regulatory and legal obligations. 3.1 The principles underpinning the Responsive Repairs Policy are: To maximise opportunities for residents to be at the heart of developing the responsive repairs service. To provide an effective responsive repairs service to residents; aiming to complete repairs right first time. To ensure that repairs provide good value for money; providing the best value for residents from available financial resources To prioritise repairs that affect the safety, comfort and convenience of residents. To create opportunities within the local community for employment and training. To measure customer satisfaction and to learn from all customer feedback to continuously improve the responsive repairs service. To ensure that the principles of Health and Safety and equal opportunities are central to working procedures and practises. To ensure that access to the Responsive Repairs service is available to and understood by all residents. Phoenix is dedicated to acting as a responsible housing provider; we will consider the impact of our practises on the environment, the community, the workforce and the marketplace. PART 2- RESPONSIVE REPAIRS SERVICE Repair Categories and Response Times 4.0 Our aim is to offer a convenient service which meets the needs of our residents. Phoenix offers an appointment system for all responsive repairs, which includes weekday, weekday evening and Saturday appointment slots to maximise convenience for residents. 4.1 The timescale that a repair is attended to will depend on the repair category that the repair is allocated to. 4.2 The following repair categories have been set in consultation with residents: AM Policy Responsive Repairs Policy FINAL V2 May 2015 2
Out of Hours Emergency - Weekends and all Public Holidays. Attendance within 2hrs. Applicable to repairs which are categorised as emergencies and require immediate action outside of our office opening hours of 8am-5pm Mon-Fri. Emergency Same Day- Weekdays within office hours of 8am-5pm, Mon-Fri. Attended to within 4hrs. Applicable where the nature of the repair threatens the continued use or security of the building, where there are health and safety implications, where there is a partial loss of a service that affects the comfort or convenience of the resident or where failure to carry out the repair will result in further damage to the property. Everyday Repair- Weekdays within office hours of 8am-5pm, Mon-Fri. Attended within 28 calendar days. Appointment slots AM (8am-12noon) or PM (1pm-5pm). Saturdays in special circumstances. Applicable to day to day maintenance; usually of a minor nature which is unplanned. A routine repair that does not pose a health and safety risk to the resident. 4.3 Gas Urgent - For gas repairs, further to the responsive repairs categories, there is also an Urgent Priority. Gas Urgent repairs operate weekdays within office hours of 8am-5pm, Mon-Fri. Attended within 7 calendar days. Appointment slots AM (8am- 12noon) or PM (1pm-5pm). Applicable where the nature of the repair materially affects the comfort or convenience of the resident. 4.4 Staff will exercise discretion to prioritise emergencies and repairs that will be attended within a narrower timescale, in some instances. 4.5 Phoenix offers the facility to undertake repairs on Saturdays. This service is available for customers who are unable to arrange access to their homes during normal working hours. 4.6 Phoenix offers very early (VE- 7-8am) and early evening (EV- 5-7pm), at our discretion, for those residents who require them to due to other commitments outside of these appointment slots. These appointments can be used for minor repairs. 4.7 Phoenix will exercise flexibility whenever possible to accommodate resident s requests, such as avoiding school runs. 4.8 When a resident requests a repair, Phoenix will aim to ensure that the works are undertaken within the timescales as stated above, except where the resident has requested a later appointment, or when the resident has been notified by Phoenix that it will be carried out at a later date. 4.9 Phoenix will recharge residents for missing appointments which are repeatedly broken and where no reasonable notice of cancellation has been provided. A resident can AM Policy Responsive Repairs Policy FINAL V2 May 2015 3
cancel appointments within a minimum of 24hrs before the appointment. The standard recharge will be 10. Misuse of the emergency service may also be subject to a recharge of 20. 4.1.1 Residents can claim compensation of 10 ( 20 for emergencies) if an appointment is missed by an operative and contact is not made with the resident 24 hours prior to the appointment to cancel it. Pre-Repair 5.0 It is Phoenix Community Housing s aim to ensure that residents can report repairs easily. Therefore residents can report repairs in several ways: Email Web Form Telephone In Person at The Green Man Report a repair to a Gateway Local Advisor or any Phoenix member of staff Self Service Portal In writing 5.1 All out of office hour s emergency or urgent calls must be reported via telephone. 5.2 Once a resident has reported a repair, a receipt/satisfaction survey will be sent to them by post along with a prepaid envelope on the same day. The receipt will show the confirmed appointment details, job number, repair priority and completion target date. 5.3 Phoenix will send the resident a text message as confirmation when a repair is booked, a further text message reminder the day before an appointment and also a text message when the operative is on their way. 5.4 If access cannot be gained to the property during a scheduled appointment Phoenix will attempt to contact the resident by telephone. 5.5 If access cannot be gained to the property during a scheduled appointment and Phoenix is unable to get in touch with the resident, the repair will be cancelled and a calling card will be left providing details of the action that the resident must take to rearrange the appointment. Two attempts will be made to gain access for gas repairs before the repair is cancelled. 5.6 Most responsive repairs should be completed first time but there may be cases where an inspection appointment may be needed to determine what works are required, in addition to identifying parts or materials. In such instances the inspection will be carried out within an agreed appointment timescale. AM Policy Responsive Repairs Policy FINAL V2 May 2015 4
5.7 Following the inspection the resident will be informed of what will happen next. For everyday repair work, a repair will be raised within 2 days of the inspection appointment and the resident will receive a new repair job reference number and appointment time for the repair. For more extensive repairs, a repair will be raised within 5 days. 5.8 If no repairs are raised following an inspection, the resident will be informed of the reasons why, via a phone call, a letter or at the inspection stage. 5.9 Sometimes inspections may identify works that are to be covered by an improvement work programme. In this instance the resident will be given details for a contact officer who will keep the resident informed of progress. During the Repair 6.0 Our staff and contractors should treat residents with respect and courtesy at all times and treat all residents positively regardless of sexual orientation, sex, race, disability, religion or age and ensure we do not discriminate against any protected groups. 6.1 Staff and contractors will explain the nature of the repair that they are carrying out and give an indication of how long the repair/replacement will take. They will also o Use plain English, avoiding jargon, and technical language where possible. o Ensure minimal disruption for residents, throughout the duration of the works. o Make every effort to ensure that all trade waste is removed on the same day that the repair is carried out. 6.2 During repair appointments, further works may be identified by the operative to those than were scheduled. The operative will report this back to Phoenix and Phoenix will inform the resident of what actions will be taken. 6.3 After completing a repair the surface will be prepared around the repair so that it is ready to be decorated by the resident or if they prefer we will paint the surface white 6.4 In some instances the time required to complete the repair may exceed the time allotted. If further visits are required the resident will be kept informed. Repairs Service Commitments 7.0 We expect the contractor to complete the repair on the first visit, however, there may be some circumstances when this is not possible and in these instances the resident will be kept informed. 7.1 On some occasions repairs may require multiple visits, e.g. for measurements to be taken and for parts to be ordered. This may lead to an extended completion date. AM Policy Responsive Repairs Policy FINAL V2 May 2015 5
7.2 The Repairs Team will make every effort to keep resident informed of progress and provide feedback on any reported problems. 7.3 Phoenix will always attempt to repair, as opposed to replace, whenever financially viable. Complete replacements will only take place where there is significant wear and tear and where the components have passed their useful life. 7.4 Where a replacement sanitary component is necessary i.e. a wash hand basin, Phoenix will replace the single item with a standard white replacement, as is the case for wall tiles. 7.5 Where a kitchen component is necessary i.e. a wall unit, Phoenix will try to match the renewed component to the existing, however, this may not always be possible. 7.6 If damage caused to a room has substantially affected a rooms decor Phoenix may redecorate the affected area, at our discretion. 7.7 Where residents have applied to purchase their home under the Right to Buy Scheme, repairs will be restricted to emergencies and statutory repairs during this period. 7.8 Properties will be left weather tight in the interim in instances when a more permanent repair cannot be carried out within a reasonable timescale. 7.9 Electrical heaters will be provided when a repair to the heating system cannot be completed within 24 hours after it is reported or if required earlier because of the specific needs of the resident or a member of their household. 7.10 Dehumidifiers may be provided, at our discretion, when a property has excessive moisture, for example, when there has been flooding. 7.11 There are occasions when access may be required beneath floor coverings and wall coverings to undertake investigations. When required a resident will be asked to take up any floor covering that they have put down. 7.12 Phoenix will not be responsible for replacing or reinstating any floor or wall coverings that are disturbed as a result of investigatory/repair works. However, due discretion will be exercised. 7.13 If the extent of repairs required is deemed to be uneconomical a referral will be made to a planned works programme. Contractors AM Policy Responsive Repairs Policy FINAL V2 May 2015 6
8.0 All external services will be procured in accordance with Phoenix financial instructions, standing orders and Procurement Strategy. 8.1 Phoenix will seek assurances from its contractors that its staff are highly trained, and great emphasis will be placed on ensuring that repairs contractors have the necessary skills to deliver a wide range of repairs. 8.2 Contractors and all operatives must comply with the Contractors Charter, which specifies the required standards that they must meet. 8.3 Phoenix will use resident feedback to ensure that these standards are met and will undertake regular service reviews of its responsive repairs service through a process of challenge, comparison, consultation and open competition. Quality Assurance 9.0 Phoenix will use appropriate materials for all of its responsive repairs, ensuring that they are fit-for-purpose, long lasting and value for money. All materials used will conform to industry legislation and be to BSI standards. 9.1 To ensure that our Responsive Repairs service provides value for money and that high standards are maintained Phoenix Community Housing will post-inspect 10% of all responsive repairs. 9.2 Phoenix invites feedback on service delivery, especially comments on the quality of work, timeliness, attitude of operatives/ contractors and on care taken in residents homes, as this feedback will enable Phoenix to monitor contractors performance against the Contractor Charter. Repair receipts will include a section for residents to offer feedback upon completion of the repair. 9.3 Levels of satisfaction or dissatisfaction will be monitored and action will be taken to improve service delivery. Poor quality work will be dealt with appropriately, by one or a combination of the following: Having the repair re-done Raising all dissatisfaction issues with contractors Requesting that contractors review operational procedures and insisting that they change procedures to improve satisfaction levels. Rechargeable Repairs 10.0 More details in relation to rechargeable repairs are contained within a separate Recharges to Residents Policy. AM Policy Responsive Repairs Policy FINAL V2 May 2015 7
10.1 Phoenix reserves the right to recharge residents for any works required as a result of misuse, neglect or wilful damage (including accidental damage and some instances of forced entry). 10.2 Phoenix will actively seek to recoup the cost of any repair carried out which is the responsibility of the resident, as identified in the Tenancy Agreement and the Tenant s Handbook. The resident may be recharged for the cost of the work as well as any administrative costs. 10.3 Phoenix will recharge residents for any unauthorised alteration to the property or for the cost of the removal of items left in the property following the end of the tenancy. 10.4 The resident will be informed at the earliest opportunity when a recharge may be pursued. Communal Repairs 11.0 Phoenix is responsible for keeping the structure of the property, the common parts of the block and the external communal areas in a good state of repair. 11.1 Phoenix endeavours to ensure that best value is achieved in maintaining communal areas. To achieve this some communal repairs will be transferred to our planned maintenance teams for inclusion in planned programmes of work. 11.2 Residents are encouraged to assist in carrying out Estate Inspections to identify communal repairs and to report them for remedial action to be taken. Residents Responsibilities 12.0 There are certain responsibilities for the maintenance, repair and replacement of a variety of items within the home, which residents have and which are detailed in the Tenancy Agreement and the Tenancy Handbook. 12.1 Phoenix residents are responsible for reporting repairs to Phoenix as swiftly as possible in order to mitigate against potential damages to their home and/or possessions. 12.2 Residents are responsible for allowing Phoenix access to carry out responsive repairs, technical inspections, annual Gas Safety checks or stock condition surveys within timescales or as requested. Failure to do so will result in Phoenix pursuing a potential breach of tenancy, in line with the Tenancy Agreement. 12.3 Residents are responsible for keeping the interior of the property in a reasonable state of decoration (in accordance with Section J (3) of the Tenancy Agreement). At sign-up, residents may be offered a decorations voucher which can be exchanged for decoration materials. Otherwise, residents are wholly responsible for internal decorations except residents who meet the criteria for any internal decorations assistance schemes that may be established. AM Policy Responsive Repairs Policy FINAL V2 May 2015 8
12.4 It is the resident s responsibility to insure their home and its contents. The resident is responsible for any loss or damage to their home due to theft, flooding or accidental damage. The resident may be responsible for damage caused to another property, for example, caused by flooding from their property. 12.5 Phoenix actively promotes a Home Contents Insurance scheme, where insurance payments can be paid alongside rent; alternatively, residents can make their own insurance arrangements. PART 3- RESPONSIBILITY 13.0 The Phoenix Agency Services Board will be responsible for monitoring the performance of the Responsive Repairs service. 13.1 The Director of Customer Services will be responsible for all resident services relating to responsive repairs including the monitoring of effective repair reporting mechanisms. 13.2 Phoenix Community Housing will ensure that all staff are aware of and are trained in Phoenix Community Housing s Responsive Repairs policies and procedures. 13.3 Phoenix will ensure that its residents are fully aware of the legal and statutory obligations regarding repairs through information contained in the Tenant s Handbook and Tenancy Agreement. 13.4 Phoenix will ensure that all our employees and Board Members are aware of the Responsive Repairs policy. Phoenix will provide on-going training for officers on the procedures that they will need to implement. 13.5 All new officers responsible for the implementation of this Policy will be familiarised with the Policy and associated Procedure within two months of taking up the post. PART 4- EQUALITY & DIVERSITY 14.0 Phoenix Community Housing is committed to the equality of service delivery for all residents. Phoenix will aim to delivery a responsive repairs service that does not unfairly discriminate against anybody on any basis. 14.1 Phoenix will offer a tailored service when necessary to suit the needs of residents who may be less able to maintain their property. All cases will be considered individually. 14.2 Phoenix offers an enhanced service to support the needs of vulnerable residents, as detailed in the Supporting Vulnerable Residents Policy. AM Policy Responsive Repairs Policy FINAL V2 May 2015 9
14.3 Phoenix will correspond with a resident s family members, friends, social workers and other advocates, when requested/agreed to do so by the resident. 14.4 Phoenix uses translation services to ensure that all residents are able to understand important information. 14.5 Our contractors are expected to demonstrate high standards of customer care and to adopt our approach to upholding a commitment to Equality & Diversity. 14.6 Phoenix Community Housing publishes information and documentation in different languages and other formats, such as large print, audio tape and Braille, when required. PART 5- PUBLICATION, MONITORING AND REVIEW Publication 15.0 Phoenix Community Housing will publish its policy and standards on repairs and improvements within the Tenant s Handbook and on the Phoenix website. 15.1 Phoenix s Annual Report will include details of service standards achieved. Monitoring 16.0 Phoenix has put in place systems and process which allow it to monitor and evaluate performance to help to achieve Phoenix s aim of ensuring continuous improvement in the services it provides. 16.1 A postal satisfaction survey is sent out every time that a repair is raised. All returned surveys will be monitored and if a resident expresses dissatisfaction we will contact the resident and ensure that we investigate the complaint, remedy the problem where possible and advise the resident of any action. We will work towards minimising repeated mistakes. 16.2 Telephone satisfaction surveys are carried out daily to capture resident s feedback in real-time with a target of 12% of completed responsive repairs per month surveyed. 16.3 This feedback will enable Phoenix to monitor the contractor s performance against the Contractors Charter and ensure repairs are carried out to industry standard. 16.4 Phoenix will regularly monitor service standards and the performance of its repairs staff and appropriate action will be taken if the service works are not performed to the required standard. 16.5 A comprehensive suite of Key Performance Indicators is updated monthly and monitored monthly. AM Policy Responsive Repairs Policy FINAL V2 May 2015 10
16.6 Regular and comprehensive reports, covering responsive repairs and gas repairs, will be submitted to the Board of Phoenix Agency Services and the Board of Phoenix. 16.7 Phoenix Community Housing provides an easily accessible complaints procedure for residents to follow should they be dissatisfied with Phoenix s Responsive Repairs Service. Complaints about the responsive repairs service received or about the application of this Policy will be dealt with in accordance with our Complaints Policy. 16.8 Complaints about the content of this Policy will be dealt with outside of the Complaints Procedure. Review 17.0 Phoenix is committed to a policy of continuous service improvement under a best value framework and will undertake regular service reviews of its repair and maintenance service through a process of challenge, comparison, consultation and open competition. 17.1 Phoenix will formally review this Policy every 3 years or where legislative or case law changes dictate or in pursuit of best practice, in consultation with Phoenix stakeholders, including feedback from those who have used the service, to ensure that it achieves its aims for the residents of its communities. 17.2 The review will seek to ensure that the objectives and targets are being achieved in accordance with the association s required standards, quality, effectiveness, and achievement of target timescales and value for money. 17.3 Consultations for any revisions to the Responsive Repairs policy will be carried out in accordance with Phoenix s Community Housing s policies. 17.4 Residents groups, such as the Resident Policy Working Group, Resident Scrutiny Panel and individual residents will be consulted on the Responsive Repairs service generally and specifically where the repairs directly affect them. The views and wishes of residents will be incorporated into the development of the service wherever possible. PART 6- LEGISLATION AND REGULATORY COMPLIANCE Regulation 18.0 The Homes and Communities Agency (HCA) is the Social Housing Regulator and has set Consumer Standards that Phoenix has adopted and includes in our annual reports to tenants. These standards and how the regulator expects us to co-regulate them through residents and Phoenix working together are set out in our Regulatory Framework published by the HCA and are part of our approach as a Gateway AM Policy Responsive Repairs Policy FINAL V2 May 2015 11
Housing Association. Legislation 19.0 This policy takes into consideration; Landlord & Tenant Act 1985 Environmental Protection Act 1990 Health and Safety and related legislations Home Energy Conservation Act 1995 Control of Asbestos Regulation 2012 Housing Act 2004 Section 11 of the Landlord and Tenant Act 1985. The Occupiers Liability Acts of 1957 and 1984, and The Defective Premises Act 1972 Equalities Act 2010 Regulatory Framework 2015 Associated Documents, Policies and Procedures Asset Management Strategy Value for Money Strategy Community Empowerment Strategy Community Regeneration Strategy Contactors, Suppliers & Services Providers Charter Equality and Diversity Policy Rechargeable Repairs Guidance Gas Safety Policy Internal Decorations Policy Improvements, Cyclical Maintenance and Major Works Policy Phoenix Community Housing Tenancy Agreement Phoenix Community Housing Tenant s Handbook Recharges to Residents Policy AM Policy Responsive Repairs Policy FINAL V2 May 2015 12
Definitions Term/acronym Resident Phoenix Description Includes tenants and leaseholders. Phoenix Community Housing Document Type: Policy Title: Responsive Repairs Policy Author Partnership Manager Department Owned By Customer Services Equalities Impact Assessment: No Approval Date: 28/05/2015 Approved By: Board Implementation Date : Date implementation planned Status: Final Version No: V2 Last updated: 15/05/2015 Issue Date: 01/06/2015 File Path: S:\Policies and Procedures Manual\Department- Asset Management\Repairs & Maintenance\Policy AM Policy Responsive Repairs Policy FINAL V2 May 2015 13