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KINGDOM HOUSING ASSOCIATION LIMITED REACTIVE MAINTENANCE POLICY 1. Statement of Intent 1.1 Kingdom recognises the importance of implementing efficient and effective repairs and maintenance programmes, and is committed to maintaining our properties to a high quality standard through regular maintenance. 1.2 This policy aims to provide a good customer repairs service and ensure that our properties are well maintained to maximise their life; to provide a good quality home and environment for our tenants, and to protect the investment in our properties. 1.3 This policy is primarily intended to cover all tenanted properties owned by the Association, where the Association has a responsibility for repairs. It does not apply to other tenures where the Association may have an interest in the property, or where the maintenance responsibility is with a sharing owner or another party. 1.4 The policy covers reactive repairs, including the following. Routine Repairs Emergency Repairs Urgent Repairs Change of Tenancy 1.5 This policy does not include works related to the Development Programme, which is covered through our Strategy and Development plan, or Planned and Cyclical programmes, or our adaptations works, which are covered under a separate Asset Management Policy. 1.6 Kingdom is committed to sustainable development and will recognise sustainability aims and principles when implementing this policy. This will include, wherever possible, the use of sustainable materials, products and specification, which will maintain properties to a high standard of energy efficiency. 2. Definitions 2.1 Reactive Maintenance is essentially day-to-day repairs which are categorised as; emergency, urgent and routine repair works which cannot be left to the next cycle of programmed or planned maintenance, without posing a threat to the safety, health or security of the tenant, the deterioration of the building or the landlord s Repair obligations. Day-to-day repairs are mostly reported by tenants or arise from re-lets and inspections carried out by the Association. They are essentially reactive repairs and curative. 2.2 Emergency Repairs covers any situation where works are required to make a property safe, where there is a safety risk to the tenant or members of the public. Page 2 of 10
2.3 Urgent Repairs are works which are not classed as emergencies but which would cause a high degree of inconvenience to the tenant, but where there is no immediate threat to health or the security of the property. 2.4 Routine Repairs are works identified as not being urgent and not causing any immediate danger to the tenant or the public. 2.5 Change of Tenancy works are the repairs and maintence works carried out to our void properties, to reinstate the property to a lettable standard. 2.6 Defects are faults occurring with a new building or a major repair or renovation project within the defects liability period of the completed project. This period is generally 1 year but for smaller projects maybe less. These faults are generally due to material failures or poor workmanship or other issues within the control of the contractor or developer that must be put right by them at no additional cost. The full definition of a defect will be found in the conditions of contract for the relevant project. 3. General Principles 3.1 To provide a reactive maintenance service and undertake repairs works in a professional and cost effective manner. 3.2 To provide a prompt, efficient and effective service which is also sympathetic to the customer's needs. 3.3 To ensure compliance with all relevant legislation and regulations, and to maintain our stock in accordance with the landlord responsibilities set out in the tenancy agreements. 3.4 To maintain the Association s properties in a good, lettable standard at all times and to minimise void periods, to optimise rental income and make properties available for let as early as possible. 3.5 To clearly define the levels and standards of service for the reactive maintenance function. 3.6 To ensure that the works carried out through this policy are undertaken effectively and efficiently, in compliance with recognised good practice. 3.7 To undertake regular inspections and maintain updated maintenance records for all our properties. 3.8 To exercise tenant and resident consultation, encouraging them to monitor the service and provide constructive feedback. 3.9 To have in place an effective monitoring system of both staff and contractor s performance taking into account tenant and resident feedback. 3.10 To have appropriate procedures in place to ensure the aims of this policy are implemented. Page 3 of 10
3.11 To report regularly to the Committee of Management on performance, costs and other relevant issues. 3.12 Where the Association leases properties, the relevant works will be undertaken in accordance with the terms of the lease and this policy may not necessarily apply. 3.13 Where other owners properties are part of a project covered by this policy, the Association will apply procedures to recover all other owners costs as part of the contract. 4. Response Times 4.1 When a tenant reports a repair they will be advised of the category the repair falls into, therefore determining the timescale for the completion of repairs. The tenant will be advised of the last expected date for the completion of the reported repair. The tenant will be requested to contact the Property Services Section if the repair has not been completed by the stated date and the Association will then actively pursue the completion of the repair. 4.2 The following identifies the target response times for the various repairs categories. Emergency - Attend within 3 hours and repair or make safe. Urgent - 3 working days. Routine (1) -10 working days, for normal routine repairs. Routine (2) - 20 working days, for less urgent routine repairs or for non urgent external works. Change of Tenancy -14 working days of the contractor receiving the works order. 4.3 In accordance with our approach to continuous improvement the above response times will be reviewed on an annual basis. 4.4 The category into which a repair is categorised is solely determined by the Association. 4.5 Delays and exemptions to the above timescales may occur in circumstances outwith the control of the Association, such as extreme weather or non-availability of parts and materials, or where the extent of the work is so large that the timescale cannot realistically be achieved. 4.6 Flexibility may also be introduced in respect of the above categorisation of work or the timescales, particularly in the case of vulnerable tenants with particular needs. The decision to apply this flexibility will be at the discretion of the Association. 5. Pre & Post Inspections 5.1 Pre-inspections will be carried out where the following criteria applies: To assess the most effective and economic repair required. Where there is insufficient information to adequately issue a repairs order directly. If there is previous history of the same defect being reported. Page 4 of 10
Where there is a suspicion of misuse or malicious damage. Repairs which may be an insurance claim. Where particular quantities and specification are required. 5.2 Post-inspections will be carried out to assess contractor performance and ensure compliance with the Association s specifications. 5.3 20% of all reactive repairs will be post inspected. 6. Change of Tenancies Void properties will be subject to the following: 6.1 Pre-termination inspections will be carried out jointly where possible, with a representative of the Association and the tenant. 6.2 Where no notice has been given, the pre-termination inspection becomes the void inspection. The Association will inspect all voids in accordance with our Change of Tenancy procedures. 6.3 The tenant will be responsible for clearing out the property completely. Any costs incurred by the Association for clearing out will be recharged to the tenant. 6.4 The tenant will also be responsible for rectifying any damage and/or any alterations which have not been approved by the Association and are substandard. Any costs incurred by the Association for rectifying damage or alterations will be recharged to the tenant. 6.5 As part of the voids process the Association will: Complete all repairs that are the landlord s responsibility - including gas and electrical safety checks. Complete all repairs that are necessary to bring the property up to a lettable standard. Obtain an Energy Performance Certificate. Ensure that former tenants are recharged for repairs that are necessary to enable the property to be relet. Provide a decoration allowance where necessary in accordance with the Association s Decoration Allowance procedure. Secure vacant property to prevent damage by vandalism and prevent unauthorised access. 6.6 There may be some minor outstanding repairs at the time the property is allocated. Where this is the case the tenant will be advised of the outstanding repairs and access arrangements will be agreed for completion of the works. 7. Rechargeable Repairs 7.1 The tenant s and landlord s obligations regarding repairs are stated in the Tenancy Agreement and the Tenants Information Pack. Page 5 of 10
7.2 We can carry out repairs deemed to be a tenant s responsibility, however the cost of the work will be recharged to the tenant. The tenant will be advised that they will be recharged, and the likely cost of the repair. 7.3 We will allow tenants to make arrangements to repay rechargeable repairs over a period of time. This agreement will be made prior to any work being undertaken, where possible. 7.4 If any tenant subsequently fails to repay any outstanding debt, we will pursue the debt, in accordance with our Rechargeable Repairs and Debt Recovery procedures. 8. Repairs for Sharing Owners and Owner Occupiers 8.1 In normal circumstances sharing owners and owner occupiers are responsible for arranging and financing their own repairs. In the case of flatted developments, and in particular common repairs, the Association will arrange for the common repairs to be carried out by our own contractors and recharge for the works. 8.2 The Association will pursue any sharing owners and owner occupiers who fail to repay any outstanding debt, in accordance with our rechargeable repairs and debt recovery procedures. 9. Defects 9.1 Where ever possible defects will be treated in the same way as reactive repairs and will follow the response times within section 4 above. These timescales will be written into all contractual arrangements with the Associations building contractors and developers where appropriate. 9.2 Due to the nature of defects and the fact that they are a contractual liability there are clear procedures and contractual principles that must be applied to ensure liability is maintained. 9.3 Where contractors or developers fail to meet the above timescales the contracts will contain conditions allowing the Association to enforce these timescales. Failing this they will allow the Association to have the work carried out by others and recover any additional costs incurred. 9.4 In the case where the contractor or developer fails to meet the set timescales it will be necessary to give them notice of the Associations intention to enforce the timescales or employ others to do the work unless they undertake to repair the defects within a further reasonable period of time. Generally the time periods for notice and follow up action are proscribed within the standard contract conditions 9.5 Such notice periods will inevitably increase the timescales for completion of the defects, therefore, the timescales in section 4 above will not apply in these cases. The Association will however ensure that the additional time taken is minimised, within the constrictions of the contract requirements, and the defects will be completed in the quickest possible time allowed. Page 6 of 10
9.6 In the case of emergency defects, the contracts will allow the Association to undertake emergency work without giving prior notice to the contractor or developer, as soon as it becomes apparent that they have failed to meet the set timescales for emergency repairs. 10. Resident s Alterations 10.1 Any resident who wishes to make alterations to the property that they occupy must obtain the written permission of the Association and the Statutory Authorities, if applicable, before any work commences. 10.2 Our permission will not normally be withheld so long as the following conditions are met: - We are satisfied that any proposed improvement will meet relevant standards of safety and workmanship. All necessary warrants and consents are obtained, including Planning Permissions, Building Warrants, Electrical Regulations and any other relevant compliance requirements. Unreasonable maintenance expenditure will not be involved. The work will not detract from the future letting of the property. The alterations will not adversely affect neighbouring tenants. 10.3 Where the proposed alterations are deemed to be an improvement as defined in the Scottish Secured Tenants (Compensation for Improvements) Regulations, the tenant may be entitled to compensation under these regulations if their tenancy ends before the end of the notional life of the improvement. 10.4 Compensation can be claimed by the tenant in the period starting 28 days before and ending 21 days after the tenancy comes to an end. 10.5 Compensation will be calculated using the formula in the current regulations and taking into account any set offs due to the Association, where appropriate. 11. Right to Repair Scheme 11.1 The Right to Repair Scheme will comply with the Scottish Secure Tenants (Right to Repair) Regulations. 11.2 When a tenant notifies the Association of a repair which is a qualifying repair, as detailed in the regulations, they will be informed of this. 11.3 Where the maximum period for the repair cannot be achieved due to matters beyond the control of the Association, the maximum period is suspended until the matter is resolved. The tenant will be notified of any suspension of the maximum period. 11.4 If the repair is not completed on time and the failure is due to a problem caused by the Association or the contractor, then compensation will be paid to the tenant, as per the amounts required by the Regulations. Page 7 of 10
12. Performance Monitoring 12.1 To ensure that the reactive maintenance service offers value for money and is continually improved, the Association will manage and monitor the following: Our performance and the performance of contractors in achieving targets. Maintenance costs, in respect of value for money. The expenditure of the maintenance budgets. The quality of the works carried out. The tenant s satisfaction with the service provided. 12.2 Performance management and monitoring reports will be reviewed monthly and reported to the Association s Management Committee as part of the agreed reporting cycle. 13. Funding 13.1 The reactive maintenance works will be funded through the rental income and service charges. 14. Health and Safety & Insurance 14.1 Approved contractors must have either their own policy in place relating to health and safety or agree to adopt the Association s Policy. Where a contractor s existing policy fails to meet that required of the Association, they will be requested to adopt the Association s. 14.2 Contractors are expected to inform the Association immediately of any incident which constitutes a breach of health and safety regulations. 14.3 Contractors must maintain an adequate level of public liability and employers insurance and provide the Association with the relevant up to date documentation. 14.4 Contractors employed by the Association are responsible for any damage caused whilst working in a property. 14.5 The Association will maintain appropriate buildings insurance for our properties. 14.6 The Association does not insure home contents; this is the tenants responsibility. 15. Role of Development and Property Services Department The Property Services staff will be responsible for the following: 15.1 To develop and monitor procedures for the implementation of this policy. 15.2 To monitor the effectiveness of the policy and produce reports for the Committee of Management. 15.3 To implement effective liaison with other departments in the Association, to achieve high levels of customer service. Page 8 of 10
15.4 To update programmes and provide the Finance section with the necessary information for financial planning and budgeting. 15.5 To undertake regular pre and post completion inspections. 15.6 To maintain accurate stock, maintenance and expenditure records. 15.7 To procure works cost effectively and in accordance with the Association s procurement policy and procedures. 16. Equal Opportunities 16.1 In line with the Association s commitment to equal opportunities, this policy can be made available in a variety of formats, including large print, translated into another language or on audio tape. 16.2 We will ensure all contractors and consultants appointed by the Association operate an Equality & Diversity Policy. Where no policy exists, contractors & consultants must agree to adopt and operate Kingdom s Equality & Diversity Policy. 17. Complaints 17.1 If the tenant is unhappy with any aspect of the reactive maintenance service, a complaint can be made in accordance with the Association s Comments and Complaints Policy. Details of this policy are contained in the tenant s handbook and can be provided on request from the Association. 18. Monitoring and Review 18.1 This policy will be reviewed 5 years from the date the policy is approved by the Committee of Management, or earlier if deemed appropriate or required. Page 9 of 10
KINGDOM HOUSING ASSOCIATION LIMITED REACTIVE MAINTENANCE POLICY (DRAFT) Policy drawn up with reference to: The Scottish Secure Tenants (Compensation for Improvements) Regulations The Housing (Scotland) Act 2001 The Scottish Secure Tenants (Right to Repair) Regulations The Gas Safety (Installation and Use) Regulations 1998 Control of Asbestos Regulations 2006 Electricity at Work Regulations 1989 IEE Wiring Regulations 17 th Edition Management of Health and Safety at Work Regulations 1999 Provision and Use of Work Equipment Regulations 1998 The regulations will be also recognised as part of the development and implementation of the relevant procedures and when contracts are awarded. Reference made to the following sources and other guidance: Good practice and other RSL policies, which are available on the internet, including; Fairfield Housing Co-operative, Ochil View, Margaret Blackwood, Cordale, and Cassiltoun Housing Associations. SFHA Raising Standards in Maintenance Cross Reference to Performance Standards for social landlords and homelessness functions: Guiding Standards; GS1; Planning and managing performance; GS2; Social Inclusion, GS3; Service Delivery and Communication, GS4; Governance and Financial Management Activity standards; AS1.5; Void management; AS2.1 Repairs, AS2.2 Stock Management, AS2.3 Lifetime Maintenance, GS4.7; Financial Management Prepared by: Bill Banks; Depute Chief Executive and Director of Development and Property Services and Alan Simpson; Property Services Manager Previous Policy: This policy supersedes the Association s previous Repairs Policy; September 2005 Review Process: Previous policies issued to Director s Group, Managers and Departmental representatives for comment 7th 20th April Draft 1 - circulated to Property Services Staff for comment 14 th - 31 st April 2009 Draft 2 - circulated to Director Group, Managers for comment May 2009 Draft 3 - reviewed by Departmental Director and Departmental Managers May 2009 Sub Committee Review of Policy on 2nd June 2009 Presented for discussion and to Committee of Management on 15 th June 2009 Policy Approved: Yes Next review date: No later than June 2014 Page 10 of 10