Housing repairs policy

Under the terms of the tenancy agreement, we require reasonable access to homes to carry out works where necessary and we will work with tenants to agree a suitable time. Occasionally, where repairs or safety checks are required which could have a significant health and safety impact, when we have tried to arrange access but been unable to get entry to do checks or repairs, as a last resort, we may seek legal authorisation to gain entry.

Making an appointment

We will always aim to offer the next available appointment that suits each individual tenant, and we endeavour to:

• provide a range of appointments at times to suit tenants
• confirm all appointments where possible
• keep all appointments, but where that's not possible we will keep tenants informed about any likely delay, or change
• advise if an appointment is not required, or if somebody needs to be at home when we visit

Maintenance Inspectors

Some repairs require a surveyor to visit the property, for example, if the repair is difficult to diagnose remotely, or if there are multiple repairs, and in these instances the Council will send out a maintenance inspector to view the repair at the tenant's home. Again, we will offer this by appointment.

We will also carry out some post repair reviews, including inspections to ensure their quality is maintained at a high standard.

Changing, or missing appointments

If an appointment is missed, or needs to be re-scheduled, tenants should contact us to arrange another appointment for the repair to be completed. We will leave a calling card if no-one is in when we arrive and will normally make three attempts to gain entry to carry out the repair, or survey. Where we need to change an appointment for any reason, we will advise of any changes to an appointment and offer a suitable alternative time, if required, and if in the rare circumstances we miss the appointment, we will keep you informed and always try to reschedule it at your convenience.