Empowering People, Inspiring Communities Responsive Repairs and Maintenance Policy Date submitted to the Quality and Standards Committee: January 2008 Policy to take effect from: January 2008 To be reviewed: January 2011 Version 1.0 Introduction Empowering People Inspiring Communities (EPIC) has in place a responsive repairs service for customers. This paper details EPIC s policy for the reporting, logging, conducting and assessment of responsive repairs. Aims of the Policy To ensure that our stock is maintained to a high standard, is comfortable and in good, safe condition. Objectives of the Policy 1. To comply with all legal and regulatory obligations in maintaining the structure, interior and exterior of the dwellings together with supplies and fixtures for the main services provided. 2. To maximise the useful life of the stock. 3. To be efficient and effective in requesting and carrying out repairs within set deadlines. 4. To provide a high quality repairs service for customers that achieves high levels of satisfaction. 5. To actively involve customers in setting standards and priorities. 6. To strive towards ensuring our stock is environmentally sustainable. 7. To achieve continuous improvement in all areas of the responsive repairs process. 1
Part I: Repairs & Maintenance Policy Responsibilities of Empowering People Inspiring Communities: 1. The plumbing and heating system, as well as all plumbing fittings supplied by the company. 2. The gas supply network within the dwelling, including gas fittings and appliances supplied by the company 3. Fitted electrical installations and power points. 4. Internal fixtures and fittings: Window sills and fittings Internal doors Architrave and skirting Staircases and balustrades Internal partitions and surfaces and their plastered finishes Floor finishes supplied by the Company 5. External fabric of building: Windows, window frames and sills, doors and frames, ironmongery, fittings, soffits and bargeboards Outside walls Rainwater system Soil sacks and vent pipes above ground level Roofs, chimney stacks and flues External painting 6. Boundary walls, fencing and gates supplied by the Company. 7. Pathways, steps and means of access. 8. Communal parts of the building: Staircases, landings, walls and finishes Doors, windows and ironmongery Bin stores Electrical services Store-sheds supplied by the Company Tenants Responsibilities: 1. All tenants are responsible for the following (full details are provided in the Tenancy Agreement): Maintaining the interior of the property in good and clean condition and decorate all internal parts of the premises as often as necessary to keep them in reasonable decorative order Sweeping of chimneys or flues in use at least every 12 months To carry out minor repairs to the property including: Easing internal doors (stated in Protected Tenancy Agreement only) Appliances, fixtures, fittings, extensions and additions, where installed by the tenant, unless formally adopted by the company Lost or damaged keys resulting in a need to change the locks Minor plaster cracks TV aerials or satellite dishes (unless communal) and any damage to property or neighbouring property caused by their installation Clothes posts and lines (unless communal). The cost of cleaning or repairing any damage done to the premises, fixtures, or Company s fittings caused by the tenant s neglect, wilful act or default, or that of anyone living with the tenant or visitors to the property. 2. Tenants who signed their tenancy agreement after 1 April 1999 are also responsible for minor repairs to the following (full details are provided in the Assured Shorthold and Assured Tenancy Agreements): Replacement of plugs and chains to sink, bath, and washhand basin 2
Replacement of fuses Repairs to fitted cupboards and wardrobes Loft insulation Lagging pipes and tanks Oiling and keeping free from rust, hinges, and fasteners of metal window frames Electric light switch pull cords Replacement of interior door latches and furniture Repair or replacement of slatted timber panels in airing cupboards and heated cupboards Reglazing of windows from damage caused by the tenant s negligence or default or that of their visitors or anyone living with them Repair Types The main classifications of repair type are: Responsive (i.e. day-to-day) Void Planned Cyclical Modernisations This policy is concerned with responsive repairs. There are other policies relating to the other processes. Reporting Responsive Repairs The tenant has a responsibility to report repairs when they occur, however, where appropriate, a member of staff or a third party may also report them. Repairs can be reported by phone, letter, e-mail or in person. Logging Responsive Repairs Where a tenant reports a repair, it will either be logged with a contractor or, should further investigation be required, referred for a pre-inspection. In some cases, our own staff will carry out certain repairs. Where the repair is to be carried out by our staff an appointment will be arranged, and the tenant informed. Where a contractor is to carry out the repair, attempts will be made to arrange an appointment where requested and possible. The repair will be acknowledged via a letter to the tenant. Financial Control Repairs must be logged and any relevant authorisation of expenditure sought in line with Financial Regulations. Repair Priorities Each repair should be allocated a priority as demonstrated below: Emergency Definition: Deadline: Examples: Any fault which threatens harm to persons or property response within 2 hours, repair completed within 24 hours: repairs to lighting or heating if have no power or light; major blockages of drains/toilets; serious water leak; temporary boarding up of windows or external door; unsafe gas or electrical fitting; offensive (including racist) graffiti 3
Urgent Definition: Deadline: Examples: Routine Definition: Deadline: Examples: Any fault which seriously affects the comfort and convenience of the occupier or causes damage to the property completed within 7 days or 14 if pre-inspection is required repairing locks to doors, frames and fittings; attending to minor leaks, bursts and blockages; repairing water and waste pipes; repairing/replacing electrical fittings; reglazing windows (where a crime reference number has been given or payment has been made in advance) A repair request which is of neither an emergency or urgent nature completed within 28 days or 35 if pre-inspection is required repairs to windows, doors, frames and fittings; repairs to gulley drains; repairs to gutters and rainwater pipes; repairs to WCs, baths and hand basins; repairs to electric fires and storage heaters; service to central heating; minor repairs to floor tiles; repairs to kitchen units and worktops; repairs to plaster, walls and ceilings Pre- and Post-Inspections Pre-Inspection Criteria A Pre-Inspection may be required if any of the following scenarios apply: The exact nature of the repair is unclear There is no obvious remedy The likely repair cost is particularly high. An individual repair should be considered to be at particularly high cost when priced over 150 The repair is due to a recurring fault The repair may have arisen due to tenant fault or neglect The property has had an unusually high number of repairs. The number of individual repairs should be considered high when more than six have been logged in an annual period The tenant should be informed where a repair is not to be logged and this will later be confirmed in writing. Post-Inspection Criteria The aims of the post-inspections are to: (a) Check that the work has been completed to a good standard (b) To obtain customer feedback and facilitate their completion of a satisfaction questionnaire Post-inspections will be carried out in at least 10% of all responsive repairs, chosen at random. Each quarter the sample should be checked for the following criteria, and amendments to the chosen sample made where possible: The split of emergency, urgent and routine repairs post-inspected reflects the proportions undertaken Post-inspections should be carried out for work carried out by all contractors that have conducted at least five repairs during the period The types of repair receiving post-inspections, as categorised on IBS, reflects the proportions undertaken Post-inspections should be carried for contractors for whom we have received complaints within the previous three months Post-inspections should be carried out to any properties for whom more than six separate repair jobs were logged at one time. The post-inspection should be conducted after all jobs have been completed 4
Right to Repair In accordance with the requirements of the Tenants' Charter (published by the Housing Corporation), Empowering People Inspiring Communities operates a right to repair scheme equivalent to the statutory right to repair scheme available to secure tenants of local housing authorities. The tenancy agreement gives tenants the right to have qualifying repairs carried out as if Section 96 of the Housing Act 1985 and subsequent regulations applied to the tenancy. A qualifying repair is a specific, urgent repair costing less than 250, which affects the tenant's health, safety, or security. The table below lists all qualifying repairs and prescribed time limits for carrying out the work, as laid down in the statutory right to repair scheme. If a qualifying repair is not completed within the prescribed time limit, and this is not down to the tenant not allowing access, the tenant can require EPIC to instruct another contractor to carry out the work. If the second contractor fails to complete on time, EPIC should pay the tenant 10 compensation, plus an additional 2 for each further days delay in completing the repair. This is subject to a maximum of 50 total compensation. Qualifying Repairs Type of Repair Prescribed period (days) Loss of electric power Partial loss of electric power 3 Unsafe power or lighting socket or electrical fitting 1 Total loss of water supply 1 Partial loss of water supply 3 Loss of gas supply Blocked flue open fire or boiler 1 Total or partial loss of space or water heating between 1 31 October and 1 May Total or partial loss of space or water heating between 3 30 April and 1 November Blocked or leaking foul drain, soil stack or toilet pan 1 (where no other WC) Toilet not flushing (where no other WC) 1 Blocked sink, bath or basin 3 Tap which cannot be turned 3 Leaking from water or heating pipe tank or cistern 1 Insecure external window, door or lock 1 Loose or detached banister or hand rail 3 Rotten timber flooring or stair tread 3 Leaking roof 7 Door entry-phone not working 7 Mechanical extractor fan in Internal kitchen or bathroom 7 not working Compensation will only be payable where tenants have followed correct procedures. Advice and information should be given to tenants to ensure that such procedures are known and easy to understand. Hostile Tenants If at any time a member of staff or contractor feels that a tenant is becoming hostile or aggressive, or if they feel in danger at all, they should leave the property or site immediately, ensuring that any emergency repair is made safe where possible. If a tenant is abusive or aggressive over the phone, it is not necessary for the contractor to attend to the repair, but they must ensure that any health and safety repairs, e.g. a 5
gas leak, are repaired by an external company. EPIC has in place a list of Tenants with Special Needs. This includes tenants who are aggressive and those who are vulnerable, including those that should not be visited alone. All relevant details will be passed onto contractors, and support will be arranged and provided as appropriate. Any potential or actual breaches of tenancy witnessed should be reported to the Housing Team at the earliest opportunity. Any criminal incidents should be reported to the Police immediately. Non-Access Where a tenant in not in the property when the contractor calls to carry out the repair then the tenant will be left a card asking them to call EPIC. Up to two cards will be left at the property and if the tenant has not responded up to the date of the repair then the repair will be cancelled. Where the tenant does not allow access to complete the repair, then the tenant will be sent a letter. If access is denied a second time then the job will be cancelled and if the repair poses a health and safety risk then the Tenancy Breach Procedure will be followed. Recharging Tenants Rechargeable repairs will be covered in the Recharge Policy. Aids and Adaptations If a tenant requests the installation of aids and adaptations to meet their specific needs or those of a family member, the Company will liaise with the Local Authority s Social Services to identify the necessary works required and availability of resources. The Company will also pursue funding from the Housing Corporation if appropriate. EPIC will maintain all aids and adaptations for which it is responsible and will, subject to availability of resources, replace such aids and adaptations at the end of their useful life, if still required by the tenant. Compensation There are a number of instances in which a tenant is entitled to compensation: Where a tenant has made a qualifying improvement to their home Where a tenant is adversely affected by the repair and improvement works Where a tenant s electricity is used for humidifiers Where a tenant s heating and/or hot water fails as a result of repairs and maintenance Where damage is caused by contractors or a member of staff. Where alternative short term accommodation is needed. Given that the circumstances relating to the above can relate to responsive, planned, modernisation or cyclical works, details relating to compensation are stated in a separate Repairs and Maintenance Compensation Policy. Ex-Gratia Payments When required, ex-gratia payments will be requested via use of exception reports, and each case will be assessed on an individual basis. No payment over 250 will be made except for exceptional reasons as stipulated in the exception report and when agreed by the Chief Executive. 6
Part 2: Out of Hours Policy Repair Responsibilities of Empowering People Inspiring Communities Empowering People Inspiring Communities will provide an out-of-hours repairs service for repairs of an emergency priority. Tenants Responsibilities Tenants responsibilities are as stated in part one, with the following additions: If a tenant locks himself or herself out, or loses their keys, the contractor is not obliged to attend, but should recommend a reputable locksmith. If a window is broken due to negligence or intentional damage by the tenant or anyone living with them or their visitors, it is at the contractor s discretion whether or not they decide to attend, and the tenant will be told that the contractor will recharge them for the repair. Where they are not at fault, the contractor will board up the window without recharging provided that the tenant has reported the incident to the police and has obtained an appropriate crime reference number. Reporting Out of Hours Repairs EPIC will have in place an out-of-hours telephone line for use by tenants in reporting a repair, with calls being taken by the organisation to whom out-of-hours repairs has been contracted to. If tenants phone the normal office number then the out-of-hours number will be presented on an answer phone message. A member of EPIC s Management Team will be on call to provide guidance to the out-ofhours contractor in dealing with any major incidents that may occur. Post-Inspections Out of hours repair work will be included in the 10% sample of post-inspections, and the criteria set out in the Post-Inspection Criteria section of part one will apply. Hostile Tenants If a contractor feels that a tenant is becoming hostile or aggressive, or they feel in danger at all, they should leave the property or site immediately, ensuring any emergency repair is made safe where possible. If a tenant is abusive or aggressive over the phone, then the organisation dealing with the repair should use its discretion in determining whether to send a contractor out, although they must ensure that health and safety repairs, e.g. a gas leak, are repaired by an external organisation. EPIC will provide a copy of the Tenants with Special Needs list to the organisation commissioned to deal with out-of-hours repairs, who will need to take precautions with certain tenants as necessary. Any potential or actual breaches of tenancy witnessed should be reported to the commissioned organisation who should report them to EPIC at the time of reporting the repair work. Any criminal incidents should be reported to the Police immediately, and the commissioned organisation should inform EPIC where this has taken place. Recharging Tenants As per section one of this policy, rechargeable repairs will be covered in the Recharge Policy. 7
Part 3: Repair Priorities for Exceptional Tenant Related Circumstances Purpose of Policy This policy sets out how Empowering People Inspiring Communities will alter its repair priorities for tenants deemed to have exceptional circumstances. All elements of parts one and two of this document will also apply to part three except where stated. Regulatory Guidance The Housing Corporation has stipulated the following guidance to Registered Social Landlords: [Repair] response times should take into account tenants special needs, such as older people, or very young children in the household. Right to Repair and Right to Compensation for Improvements. Housing Corporation Circular to all RSLs, August 2002. Repair services should avoid a one size fits all approach. They should distinguish between different categories of tenant, e.g. the elderly or disabled who might not be able to answer the door as quickly as others and might need a faster response for certain repairs. The safety and security concerns of vulnerable tenants and those living alone need to be considered. Inspection Uncovered: Repairs and Maintenance Services. Housing Corporation briefing examining the key findings from its inspections of RSLs, June 2003. Qualifying Criteria A tenant will be treated as having exceptional circumstances, and qualifying for upgraded repair priorities where: 1. They are over 65. 2. They are registered disabled. 3. They are currently a client of EPIC s Tenancy Support Service. 4. They are on the Tenants with Special Needs List for reasons for vulnerability. Please note: Tenants included on the list due to history of physical and/or verbal abuse who are not considered vulnerable will not qualify. Repair Priorities Upgraded repairs relates solely to repairs deemed to be of urgent priority as per the definition in part one. All urgent repairs reported by a qualifying tenant will be allocated an emergency level priority. Identifying a Qualifying Tenant EPIC should ensure there are processes in place to identify qualifying tenants when job are logged so as the appropriate action can be taken. 8
Customer Satisfaction Empowering People Inspiring Communities will seek feedback and measure customer satisfaction by various means, including through periodic issuing of questionnaires, its complaints procedure, questionnaires completed as part of post-inspections and through consultation exercises. Equality and Diversity Statement Empowering People Inspiring Communities is committed to ensuring and promoting equality of opportunity for all. We are therefore opposed to discrimination on any grounds, including race, religion, gender, marital status, sexual orientation, disability, age, or any unjustifiable criteria. We are committed to developing a culture that values people from all sections of society and the contribution that each individual can make. We will also seek to apply these values to work undertaken with our partners or on our behalf by our contractors. Monitoring and Reporting The Company will produce performance indicators. These will include Board Key Performance Indicators (KPIs) which will be reported quarterly to the Board. Other KPIs will be monitored in line with EPIC s performance management framework. An annual review of Property Services is also provided to the Board, and EPIC will also produce an annual summary of its performance for residents. Review Mechanism This Policy should be reviewed every three years. Related Policies Relets Policy Stock Inspection Policy Cyclical Maintenance Policy Modernisations Protocol Planned Maintenance Policy Asbestos Policy Compensation Policy 9