Housing repairs policy

Responsive repairs are defined as those repairs which are carried out on a responsive basis, as the need arises. Some repairs are more urgent than others, such as a burst water pipe needing urgent attention, compared to a dripping tap which is not an emergency repair. To enable us to prioritise repairs and carry them out in a timely manner, we have divided responsive repairs into three categories.

1. Emergency Repairs - Any defect  that puts the health, safety or security of the tenant, or a third party, at immediate risk; or that adversely affects the structure of the building.
   
   Target timescale: attend in 4 hours, completed within 24 hours
2. Routine Repairs - A repair that can be deferred without serious discomfort, inconvenience or nuisance to the tenant or a third party, or long-term deterioration of the building, and can await the next convenient maintenance visit.
   
   Target timescales: completed within 28 days
3. Planned Non-Urgent Repairs: A defect which requires the replacement rather than a repair of a component; these can be internal or external.
   
   Target timescales: completed within 3 months

(For a list of common repairs under each category please see Appendix B)

First Available Appointment

Regardless of the target timescale, we recognise the best way to maximise tenant satisfaction with repairs, as well as get more work completed on the first visit, is to strive to offer tenants an appointment of their choice.

Fix First Time

To maximise tenant satisfaction and minimise unnecessary waste and cost, we will aim to successfully complete repairs on the first attempt as often as possible.

In addition, to ensure we can fix repairs on the first visit as often as possible, we will introduce the use a diagnostic tool called Repair Finder, which will enable call centre staff to more accurately diagnose the repair and trade required to complete it.  Where additional repairs work is discovered that cannot be fixed first time, trades staff will also call from site and request appointment availability for the customer.

Some routine repairs may be prioritised for earlier completion where there is a Right to Repair, such as leaking roof, door entry phone not working, or mechanical extractor fan.