Draft Repairs Policy

Draft Housing Repairs Policy

This draft repairs policy set out what our tenants and leaseholders can expect from our repairs services. This includes how we will improve management and quality of our repairs service through, for example:

• Putting residents at the heart of the service and treating people with empathy and respect
• Improving data and record keeping
• Minimising disruption to residents
• Rigorous contract management and clear requirements for operatives
• Using inspections and satisfaction surveys, analysing and learning from data
• Pre-arranged appointments and regular updates to residents
• Listening to feedback to continuously improve our service

Time scales

The policy sets out target times for completing repairs in different circumstances:

• Within 24 hours: where there is an immediate threat to health and safety
• Within 1-7 days: where there is a negative impact on access to utilities and/or a need to repair; and where repair falls under the government’s Right To Repair legislation
• Up to 28 days: for non urgent / routine repairs
• Up to 50 days: for complex repairs that may require multiple trades, specialist materials and visits

 Working hours

Our contractors attend all repair priorities between 08:00 – 17:00 Monday to Friday.  Our contractors also attend immediate repairs outside of these hours.

 Vulnerable residents

We will take time to understand any reasonable adjustments needed for residents who are vulnerable and require additional support. When repairs are reported we will proactively identify vulnerabilities including children with disabilities and health conditions.