Housing repairs policy

We recognise that some of our tenants are vulnerable and experience difficulties with everyday living and/or may require additional support to ensure they can safely occupy their homes. In relation to repairs, this could include giving extra priority and we will assess a tenant's vulnerability in line with our Vulnerability Policy and act accordingly so that the vulnerable tenant is not disadvantaged in any part of the process and that Housing Repairs Policy and practice complies with the Equality Act 2010.

We encourage tenants to let us know about any support needs and vulnerability they have when a repair is reported, so that we can prioritise it correctly and we will hold this information on our repairs management system accordance with the Council's GDPR and Data Protection policy.

We will ensure our call centre staff are suitably trained and can make decisions to ensure risks are evaluated appropriately.

Staff and contractors may be able to assist in moving heavy or awkward items prior to work commencing, however, no liability will be accepted for any accidental damage caused and arrangements will need to be agreed in advance, where possible. The nature of support we provide will depend on the level of vulnerability and the household's circumstance.

If a contractor, repairs operative, or GYBC employee identifies a tenancy concern whereby the suitability of a property for a person's needs is questioned, such as meeting disability needs, then a referral will be made to the Tenancy Service Team who will contact the tenant and assess their needs.

Handy Person Service

We would like to offer a handyperson service to vulnerable tenants for small jobs which may be difficult for them to complete themselves, e.g. hanging curtain rails, building flat packed furniture, or putting up a shelf and we will be exploring the viability of this initiative during 2023.