Repair and Maintenance Policy

Transcription

1 Repair and Maintenance Policy Implementation date: 7 April 2014 delivering promises, improving lives

2 Repair and Maintenance Policy Contents Repair and Maintenance... 1 Introduction... 1 Aims and Objectives of Policy... 1 Diversity and Inclusion... 2 Regulatory Requirements... 2 Property Portfolio... 3 Service Delivery... 3 Health and Safety... 4 Consultation... 4 Code of Conduct... 5 Responsibilities... 6 Repairs Access Arrangements Rechargeable Repairs Adaptations Alterations Right to Repair Right to Buy and Right to Acquire Applications Warranties and Guarantees Appendix 1: Emergency repairs Appendix 2: - Repairing obligations Appendix 3: Repair obligations for leaseholders Appendix 4: Right to Repair - Qualifying repairs and response time for completion Appendix 5: Tenant Repairing Responsibilities delivering promises, improving lives

3 Repair and Maintenance Introduction is committed to providing the best services possible for our 60,000 tenants who occupy over 31,000 properties throughout the district. In 2007 was rated by the Audit Commission as a three stars and excellent organisation and are constantly one of the top performing registered providers in the country. aims to deliver a continuously improving and responsive repair and maintenance service, by making sure that day to day repairs are carried out quickly, on time, to a high standard that customers are satisfied with whilst maintaining value for money in the service at all times, in line with published service standards set out in our Customer Charter Standards. will make sure that all properties are repaired and maintained promoting a safe home environment for all its residents and tenants. The service area will also contribute to the financial viability of the organisation through improvements in performance by aiming for first time fixes wherever possible. Aims and Objectives of Policy A Systems Thinking approach has been adopted by to deliver the whole repairs service. The system is based on customer demand with the emphasis on the nature of any work requested being considered from the customer s perspective. The aim of this proactive approach is to reduce multiple visits to a property for the same repair and minimise disruption to tenants. To complete the repair, and get it right first time. will continually look to improve the repair and maintenance service within available resources, and continually consult with tenants to seek their views on the quality of the service and the repairs carried out at their homes. The appendices at the end of this document highlight the responsibilities for the organisation, along with tenants, leaseholders and commercial tenants in respect of repairing obligations and act as a procedure guide to assist with applying the policy consistently to all who require a repair at their property. Repair and Maintenance Policy 1

4 Diversity and Inclusion will make sure that the principles of equality, diversity and inclusion are integral in the business planning and delivery of the repair and maintenance service. is committed to delivering a high standard repair and maintenance service which meets the diverse needs of local communities and will achieve this by treating people fairly and taking the nine protected characteristics of the Equality Act 2010 (age, disability, gender, gender re-assignment, marriage or civil partnership, pregnancy and maternity, race, religion or belief and sexual orientation) into consideration in all aspects of the repair service including access to the service. Regulatory Requirements The Home Standards contained in the revised Homes and Communities Agency regulations which came into effect on 1 April 2012 lay out the requirements for organisations in terms of repair and maintenance. The regulations state the following. Quality of accommodation Registered providers shall: ensure that tenants homes meet the standard set out in Section 5 of the Government s Decent Homes Guidance and continue to maintain their homes to at least this standard; meet the standards of design and quality that applied when the home was built, and were required as a condition of publicly funded financial assistance, if these standards are higher than the Decent Homes Standard; and in agreeing a local offer, ensure that it is set at a level not less than these standards and have regard for Section 6 of the Government s Decent Homes Guidance. Repairs and maintenance Registered providers shall: provide a cost effective repairs and maintenance service to homes and communal areas that responds to the needs of, and offers choice to, tenants and has the objective of completing repairs and improvements right first time ; and Meet all applicable statutory requirements that provide for the health and safety of the occupants in their homes. The specific expectations in relation to repair and maintenance is that: Registered providers shall ensure a prudent, planned approach to repairs and maintenance of homes and communal areas. This should demonstrate an appropriate balance of planned and responsive repairs, and value for money. The approach should include responsive and cyclical repairs, planned and capital work; work on empty properties and adaptations. Registered providers shall co-operate with relevant organisations to provide an adaptations service that meets tenants needs. Repair and Maintenance Policy 2

5 Involvement and empowerment Registered providers shall ensure that tenants are given a wide range of opportunities to influence and be involved in (including ) The management of repair and maintenance services such as commissioning and undertaking a range of repair tasks as agreed with landlords, and the sharing or savings made. This section of the regulations is the basis of Tenant Cashback offering - Making a House a Home. For more details of this scheme refer to Making a House a Home, Tenant Cashback. Property Portfolio The Wakefield district covers approximately 130 square miles. manage just over 31,000 homes, representing around 23% of the housing in Wakefield. Our homes are a mix of houses, bungalows, maisonettes and flats some of which are in high rise blocks. We also manage a number of independent living schemes. also has a repairing obligation for around 380 leaseholders and 127 commercial properties around the district. also manage a number of properties outside the Wakefield district that have been acquired through Section 106 agreements. Service Delivery The repair service is available 24 hours a day, every day of the year. A team of operatives (gas, electrical, plumbing and joinery trades) cover an 8 am to 8 pm shift pattern meaning that emergencies that are reported to OneCALL are not passed to the emergency call out team until after 8 pm each evening. The call out team then work between 8 pm and 8 am each day. The teams are complemented by another group of operatives who work the traditional hours of 8 am to 4.30 pm Monday and Tuesday, 8 am to 4 pm Wednesday and Thursday and 8 am to 2.30 pm Friday. How to report a repair A request for a repair can be taken 24 hours a day, every day of the week through OneCALL; at one of the service access points (SAPs); online at for non-emergency repairs at onecall@wdh.co.uk in writing to Merefield House, Whistler Drive, Castleford, WF10 5HX; and Repair and Maintenance Policy 3

6 When a request is received we will: contact the customer on the phone number given, to ask when it is convenient for us to do the work; tell the customer approximately how long they will have to wait for the repairs to be completed; complete repairs within 24 hours if it is an emergency; and complete all other repair requests within an average of 10 working days. Further information about the repairs service is available in our Customer Charter Standards, Service Standards and Tenants Handbook. Health and Safety is committed to providing a safe and healthy working environment at all times under the Health and Safety at Work Act. All employees (individually or collectively) must adhere to rules which are designed for the protection of themselves and other people who they may have contact with. In line with s Health and Safety Policy all managers have responsibility for the employees they manage to make sure that all working practices are in line with appropriate health and safety legislation and good practice making sure that employees, tenants buildings and stakeholders are safe. Consultation will continually work with tenants in a number of ways to continually improve the repairs service in a range of ways including, focus groups, service review groups and tenant inspections, in line with published regulatory standards. Further information on how tenants can become involved in shaping the way we deliver services is available in our Resident Involvement Policy. There is a Repairs section within the annual survey issued to tenant for their feedback on repairs issues. This is analysed to make sure that there is continuous improvement for the service area. Performance monitoring There are a number of monitors that take place in respect of repair and maintenance. Performance figures are presented to the Board and local management committees (LMCs) as well as being published in the weekly performance book. Targets for the team are as follows: an average end to end time of 10 days; an average response time for emergency repairs of less than one day; 90% of repairs completed right first time ; and 90% of tenants satisfied with the repairs service. Repair and Maintenance Policy 4

7 Tenants receive a text message, where has a mobile number to ask how satisfied they are with the repairs service, and if in their view the repair was completed first time. All feedback is evaluated and when a tenant is less than satisfied a follow up phone call is made to establish the issue to rectify. The Tenant Inspectors will also carry out some checks to make sure that the service standards for repairs are being kept. Code of Conduct employees When answering calls employees will answer them promptly and be polite, honest and helpful at all times. Employees will introduce themselves when calling the tenant by phone and will show photo identification before entering a tenant s home. Employees will be polite and wear PPE uniform at all times. Employees will explain what work is going to be carried out and discuss with the tenant how this might affect them. Employees will take care of all tenants belongings whilst working in their property, protecting them from damage and dust for example. Employees will make sure that materials and tools do not cause danger to anyone in the tenants home. Employees will make sure that when having to use tenants electricity we ask first but wherever possible use portable battery tools. Where this is not possible the use of electricity must be kept to a minimum. Employees will keep mess and rubbish to a minimum, making sure it is all removed at the end of the working day or when the job has been completed. Employees will make sure that electricity, water and gas are connected at the end of each day wherever possible. Employees will limit the use of their mobile phones. Employees are not allowed to smoke or play radios whilst working in a tenant s home or garden. Employees are not allowed to use a tenant s phone or toilet without asking for permission first. Employees are not allowed to make or receive personal phone calls during their work. Employees are not allowed to be in a tenanted property with children under 18 without a responsible adult being present. Employees are not allowed to accept gifts from tenants. Employees are not allowed to keep keys for tenants homes. Repair and Maintenance Policy 5

8 Responsibilities is responsible for the structure, services and common parts of the property including: drains, gutters and outside pipes; roof; external walls, doors and windows (excluding glass); communal aerials; the installations for supplying water, gas and electricity, and for disposing of sanitation and rubbish; the installations and appliances for heating the property and for hot water; fixtures and fittings has installed; pathways and steps which provide main access to the front and back door of the property; garages and outside store places; lifts and other communal amenities; painting the outside woodwork and metal work of properties including shared areas; and Servicing of stair lifts that were installed in properties prior to transfer in March Tenants The terms of the Tenancy Agreement state that there are a number of obligations for a tenant once they sign to accept the keys for the property. These include but are not limited to: Will keep the property in a reasonable condition. Will decorate the inside of their property. Will report a repair as soon as they notice that it is needed to avoid the situation getting worse. Will allow access to the property to carry out repairs, annual safety checks, services and any inspections necessary. Will repair and replace any fixtures and fittings that have been installed in the property. This will only apply for Assured Tenancies where permission for non standard or enhanced features has been granted. This does not apply to Starter Tenancies where permission is not granted for improvements within the first year of the tenancy. Will clear away rubbish from repairs or improvements that have been carried out. Will take action to prevent and control condensation. Will take action to prevent pipes from freezing or bursting. Repair and Maintenance Policy 6

9 Tenants are also responsible for minor repairs to their property these include but are not limited to: replacing electrical fuses and light bulbs; care and provision of electricity, gas and water meters; keeping the property and garden in good condition; internal decorations; replacing batteries in smoke alarms; draining of water supply when away from home (such as on holiday, in hospital) during the winter months, from October to April; maintaining a garage, driveway or shed which has been constructed by the current or previous tenants; clearing outside gullies; replacing plugs and chains to wash hand basins sinks and baths; repair and replacement of internal door furniture, locks latches and coat hooks; replacement of any items damaged by the tenant, member of their household or visitors; replacement of any lost keys; replacement of filters for cooker hoods; replacing clothes lines and posts (except in communal areas or part of an independent living scheme); and replacing floor coverings supplied in kitchens and or bathrooms as part of the Improvement Programme and all other fixtures and fittings being identified as tenants responsibility. In line with the Tenancy Agreement tenants also have a responsibility to: keep external air bricks and internal vents free of any obstruction in maintaining gas appliances; keep shared areas (including communal halls, staircases, landings, lifts, balconies, passageways and surrounding areas of any flats) in a tidy condition and not block them; only burn smokeless solid fuels if the home has solid fuel heating; take reasonable steps to prevent water pipes being damaged by frost; and report repairs such as blocked drains, water leaks, structural defects and problems with water, gas, electricity and fire appliances immediately to OneCALL. Repair and Maintenance Policy 7

10 Leaseholders is responsible for the structure of the building, communal areas, systems and installations in leasehold properties. The leaseholder is responsible for everything within the home, which is for their use and benefit. Rights and responsibilities for individual properties are contained within individual lease agreements. The Leaseholder service charge takes a retrospective view of the amount spent repairing a property for the previous two years which is then recovered as part of the ongoing service charge. Employees will have regard for this when deciding upon the repair required at a property, and should further clarity be required should contact the Leasehold Manager. However, the following information provides a general summary of responsibilities relating to repair and maintenance which include: the main structure, foundations, roof, guttering, communal drains, external pipe work and windows excluding glass; any communal services and any related machinery or installations connected with those services; this would include lifts and lighting in communal areas; and communal areas, including external doors, passageways, staircases, halls, landings and any grounds within the estate such as bin or drying areas, which are jointly used by the leaseholders. Further information about service changes is available in our Rents and Service Charges Policy. offer a responsive service in respect of a pay for use repairs service to our leaseholders and should any work be requested will receive appropriate attention by OneCALL. Details regarding repairing obligations are highlighted in the appendices and further information is available in the Leaseholder Handbook. Commercial tenants The individual lease agreement signed by each commercial tenant stipulates which repairs are the responsibility of and which are the tenant s responsibility. Generally these can be broken down as follows. has responsibility for the structure of the premises including all external walls and roofing repairs; window frames and external door frames and external doors except where they have been provided by the tenant; external decoration; flues and chimney stacks but excluding blocked flues caused by soot deposits; rainwater gutters and above ground drainage to include downpipes; drainage with the exception of water fittings and apparatus within the premises including the stop tap and including all waste pipes, outlets, traps, gullies and drains between the premises and the main drain and the clearing of electrical wiring up to switches socket outlets and fittings; and gas appliances (if any) except appliances installed by the tenant but including for the avoidance of doubt the installation pipe work to all gas appliances and gas flues. Repair and Maintenance Policy 8

11 Commercial tenants have responsibility for shop front but only in the event of the tenant having installed the shop front in the premises the duty to extend to internal and external maintenance and repair including decoration; glazing in the shop front and any shop signs; blinds and operating mechanism; floor finishes and coverings including quarry tiles and all other finishes but excluding floorboards which shall be deemed to be part of the structure of the premises; wall and ceiling finishes including repair and replacement of plaster and all other finishes; glazing repairs; electric switches, socket outlets and fittings; gas appliances (if any) in the ownership of the tenant and all installation pipe work and flues; sanitary fittings: all appliances and fittings in the premises at the commencement of this lease and any additional fittings installed by the tenant; water fittings and apparatus within the premises, including the stop tap, all waste pipes, outlets, traps, gullies and drains between the premises and the mains drain and ensuring any blockages are cleared; heating, water,heating and ventilation equipment other than gas equipment; internal doors and their frames and joinery items including cupboards, skirting boards, architraves and balustrade; damage to any part of the premises including the structure arising from neglect or misuse of the premises by the tenant or failure by the tenant to use the premises in a tenant-like manner; internal decoration; locks and catches on all doors and window frames; and shutters including any control and/or electrical equipment and /or operating mechanism. Please note that the specific terms of each lease may vary from the general terms. For clarity on any particular issue contact the Commercial Property Team. We do offer a responsive service in respect of a pay for use repairs service to commercial tenants and should any work be requested this will be passed onto the appropriate section by colleagues within OneCALL Repair and Maintenance Policy 9

12 Repairs Responsive These are repairs that are reported on an ad hoc basis, and are the responsibility of to rectify. Cyclical These are repairs that are carried out at agreed intervals and which usually involves some element of inspection, servicing or cleaning. Types of repairs falling into the category would for example be the Annual Gas Servicing Programme. Planned This type of work is programmed well in advance and usually involves the replacement of external or internal elements of the property. To ensure that the strategic partnership is delivering the investment programme, and its partners have implemented a range of systems to ensure delivery of the programme. The model used ensures that the programme has the correct probity and governance. Regular meetings are held with both the board and LMC members to discuss financial issues and scheme progress. Further information is available in the Quality Assurance Manual Capital Improvement and Strategic Partnership Alliance works. Repair with Care This service supports the existing repair and maintenance service for older and vulnerable tenants who have no immediate family to help them. It improves people s independence, encourages security and improves the comfort of tenants by carrying out minor repairs more quickly. This service does not however take the place of the day to day repair service. Although the scheme may be developed further in the future, at present it is provided to those tenants in independent living accommodation (accommodation that comes with support from a Scheme Manager or Community Support Worker), which would include managed bungalows surrounding a scheme and those tenants who have Care Link. Repair with Care will be provided to: older people who do not have immediate family support; people with disabilities who do not have immediate family support; tenants who have recently left hospital who do not have immediate family support; residents of independent living schemes including surrounding flats and bungalows that form part of the scheme who do not have immediate family support; residents of a designated disabled dwelling regardless of the tenants age who do not have immediate family support; and Any tenant with a Vulnerability Flag associated with their tenancy who does not have immediate family support. Request for works to be carried out can be made via the Scheme Manager, Community Support worker, OneCALL and Care Link to the Repair with Care Team at repair_with_care@wdh.co.uk Repair and Maintenance Policy 10

13 Target hardening This service is provided to vulnerable tenants who have been the subject of a crime at their home. The service also receives referrals from the Police for additional security to be provided at properties within the district some of which are private properties. Referrals can be made through the Police, OneCALL or Care Link to the Rapid Response Team. Access Arrangements The following need to be taken into consideration when access is required to properties to complete a repair. Tenants must allow authorised employees of or other agents of into their home at all reasonable hours to inspect its condition, do any repairs needed, or improvements or to service appliances or to carry out work consider necessary to make sure the property and surrounding properties do not put the tenant or anyone else at risk. Employees or contractors employed by must have access to carry out gas servicing as and when required. Where possible will give at least 24 hours advance notice, and all employees of or its agents will carry formal identification at all times. may need to gain access to homes to inspect, clean or repair a home or neighbouring dwellings, or any sewers, drains, pipes, wiring or cable serving a home or neighbouring dwellings. Authorised employees of may need to enter a property without notice in an emergency, using reasonable force if necessary, if feel there is a risk of personal injury or damage to property or surrounding properties. Rechargeable Repairs Tenants, their family members and any visitors to their home are responsible for any damage caused to the property, either caused deliberately or through neglect. aims to make sure that all tenants, leaseholders and commercial tenants are aware of their obligations not to damage or neglect property and that they are responsible for damage caused by their children, pets and visitors. This will be formally agreed when the Tenancy Agreement is signed. Damage that can be classed as rechargeable are for example: damage to sinks and toilets; floods from washing machines; and broken windows and doors; lost keys. Where damage or neglect has occurred (for which the tenant is responsible) then the tenant can arrange for the damage to be repaired themselves, however, if this does not meet current health and safety, building regulation requirements or in the case of gas and electricity the current legislation, will carry out further works and charge the tenant the additional costs. In addition will not be liable if a tenant has installed a defective system, fixtures or fittings without permission. Repair and Maintenance Policy 11

14 may carry out and charge for repairs considered necessary for health and safety reasons or in situations of emergency, arising from the misuse of the property. This does not include repairs undertaken as a result of fair wear and tear. These charges will continually be reviewed in line with current operating costs for the service area and updated in the Rechargeable Repair Policy. Adaptations Everyone s housing needs are different and offers permanent adaptations to resident s homes to make sure that it remains suitable for their needs. Through a joint protocol Wakefield Council and work in partnership to provide adaptations to disabled and vulnerable tenants. If an adaptation is assessed as being necessary and appropriate by Wakefield Council for a person in a property it will be referred to, who will determine whether the request is reasonable and practicable. If it is will install the adaptation. Permanent and semi permanent adaptations are provided by. Wakefield Council provides electro mechanical equipment such as stair lifts and ceiling track hoists through a Disabled Facilities Grant. However following the warranty period then these will become the responsibility of the tenant to maintain. Alterations recognise that tenants will want to make alterations and improvements to their homes. Where requests are reasonable they will not be refused. However written permission must be obtained if tenants wish to carry out any of the following types of improvements. The terms of the Starter Tenant Agreement does however mean that a starter tenant is not allowed to make alterations and improvements to their properties within the first 12 months of their tenancy. Decorate any part of the outside of their home. Make any structural changes or additions to the property. Erect a shed, garage or any other external construction. Remove, add or alter any part of a fence or garden wall. Add to or change or replace any fixtures and fittings provided by. Put up a satellite dish, television, radio or amateur radio aerial such as a Citizens Band aerial. Apply artex to a ceiling. Artex is not allowed on walls. Fit tiles to walls or floors. Alter the electrical, gas, heating or water installations including having a water meter installed. will not unreasonably refuse permission for such improvements or changes, but may impose conditions. If required, planning permission, building regulations approval or any other permission must be obtained before starting the work. Repair and Maintenance Policy 12

15 Right to Repair operates the Right to Repair Scheme. Tenants have a right to have small urgent repairs carried out within a certain time. If do not carry out the repair in time tenants can instruct an alternative contractor to carry out this work. If the alternative contractor does not carry out the work then the tenant is entitled to compensation. Qualifying repairs up to a value of 250 are included in this scheme if they are likely to affect the health, safety or security of the tenant and their home. Some examples of qualifying repairs are: unsafe power or lighting sockets or electrical fittings; blocked flue to an open fire or boiler; a leaking roof; toilets which don t flush; a blocked sink or basin; leaks from water or heating pipes, tanks or cisterns; and loose or broken banister handrails. must advise tenants if a repair that they are requesting is included in the scheme and how long we have to make sure that it is completed correctly. If the contractor does not complete the repair on time then 10 compensation will be awarded to the tenant. For every additional days wait 2 will be paid to a maximum of 50 for one job. If the tenant owes money however this will be used to repay some or all of the outstanding debt. Right to Buy and Right to Acquire Applications Once an application under the Right to Buy or Right to Acquire Scheme is received by then there becomes a legal responsibility for the organisation to carry out emergency repairs only. This will make sure that the property remains wind and water tight and is fit for human habitation. Examples of repairs that might be carried out are as follows: serious water penetration; no power; no heating; no bathing facilities; and not being able to use a toilet when there is only one in the property. Repair and Maintenance Policy 13

16 Complaints and compliments The Customer Charter Standards for repairs state that all repairs will be completed within: 24 hours for emergencies; and an average of 10 days for routine repairs All repairs will be completed right first time. Although every effort is made to resolve customer enquiries at the first point of contact, we recognise that some customers may remain dissatisfied with the service provided. Complaints will be dealt with from anyone who is unhappy with: policies as they apply to them as an individual; standards of service; something has done; or something has failed to do. People can complain in a variety of ways such as: by letter; by phone; in person; by ; through s website; by fax; through our OneCALL service, 24 hours a day every day; through a third party; and through a councillor or MP. Timescales for responding to complaints are contained in our How to Complain factsheet, available through the website or at a service access points. will aim to acknowledge complaints within two working days. Stage 1 to aim to take no more than 10 working days from receipt of complaint by the OneCALL Manager or equivalent. Stage 2 to aim to take no more than 15 working days from receipt of complaint by the appropriate Executive Director of Service. Stage 3 to aim to be heard by the Complaints Appeal Panel no more than 30 working days following a request for review of decision taken by the appropriate Executive Director of Service. The customer will be notified of the Panel s decision within seven working days of the case being heard. Further information is available in the Complaints and Compensation Policy. Repair and Maintenance Policy 14

17 Warranties and Guarantees Where new components are installed in properties the Asset Register will need to be updated by the appropriate operational team. Further information will be available following the outcome of the Warranty Service Review and an amendment to this policy will be made at that time. Repair and Maintenance Policy 15

18 Appendix 1: Emergency repairs If there is a Gas (smell or leak) call the Gas Emergency line immediately on Turn the handle at the meter to the flat (horizontal) position. If there is a problem with Electricity, turn the mains switch on the consumer unit to the off position. If the tenant has a power cut call Yorkshire Electricity (YEDL) on If there is a problem with Water, turn the main stop tap to the right (clockwise) or turn off the Sure stop. If the tenant has no water then call Yorkshire Water on Emergency repairs that are the responsibility of will be attended to within twenty four hours of the problem being reported unless there are factors that are outside of the organisation s control, for example in the event of severe weather conditions that are causing hazardous driving conditions, or where the number of emergencies impact on capacity and resources to deliver services. In such circumstances, tenants will be kept informed of any delays Emergency Repairs are those repairs that: remove immediate danger to the occupants of a property or an outside space; restore essential services such as heat and power; avoid major damage to a property such as a serious flood; make the property secure following a break in by changing locks or boarding a broken window; and remove any possible health and safety risk. Repair and Maintenance Policy 16

19 Appendix 2: - Repairing obligations Please see definition of vulnerability which is highlighted below and consider information within the Repair with Care section of this policy. Vulnerable tenants A Vulnerable Tenant is someone who is or may be in need of community care services by reason of mental health or other disability, age or illness, who is or may be unable to take care of him or herself, or unable to protect him or herself against significant harm or exploitation. This includes individuals who might be in receipt of social care or health services or those who do not receive these services. There may be times when it is difficult to decide if someone falls into the vulnerable tenant definition, to help try and define this further, people who fall into the list below could also be classed as vulnerable. They are: adults with low level mental health problems or borderline personality disorder; older people living independently within the community; adults with low level learning disabilities; adults with substance misuse problems; and adults self-directing their own care. This list is not exhaustive and each person should be considered individually, where there are concerns that someone is potentially vulnerable speak to a Manager. The Vulnerability Indicators available on the Capita IBS System will also help in making an assessment as to whether a customer of the repairs service is vulnerable. Repair Request Tenant for Vulnerable Tenants External Property Repairs Communal Areas Dustbins and the removal of household rubbish Shared areas such as lifts, stairs rubbish chutes and communal TV aerials Replacement or extra key fobs for communal door entry systems One additional for carer Door entry systems for shared areas Driveways and shared driveways not always provided by *1 *1 *1 Repair and Maintenance Policy 17

20 Repair Request Roof Tenant for Vulnerable Tenants Chimney and stacks Roof structure and coverings Guttering, rainwater pipes and clips Fascias, soffits and barge boards Walls and Canopies External walls and rendering Foundations Concrete canopies over doors or windows Foundations Rendering to property Windows and Doors Window frames, external cills if damage is fair wear and tear Glazing where caused by criminal damage and reported to the Police Repairing of faulty window or door locks *3 *2 Window ironmongery Security chains and spy holes External doors, frames, other boards and threshold strips External doors if the damaged was caused by fair wear and tear External door locks and ironmongery if damage is fair wear and tear Refer to Target Hardening Team Repair and Maintenance Policy 18

21 Repair Request Provision of additional door or window locks New or replacement keys Locked out of a property Pipes and Drains Soil and vent pipes and clips Clearing blocked gulley grids Tenant for Vulnerable Tenants Refer to Target Hardening Team Blocked gulley Blocked drains if affecting one property only Blocked drains affecting more than one property OneCALL to refer to Yorkshire Water Inspection chambers Gardens and Boundaries Work carried out to gardens Garden walls if built by Front fencing and gates Dividing fencing and gates *4 Paths steps and other means of access provided by Washing lines and posts (except in communal areas or part of an independent living scheme) Replacement or repairs to sheds provided by on new build sites Replacement water butts provided by on new build sites Repair and Maintenance Policy 19

22 Repair Request Garages and Outbuildings Garages or outbuildings if provided by Locked out of a garage Providing additional keys to garages Internal Property Repairs Windows Internal timber, upvc or tile window sill (unless affected by rot or woodworm) Skirting boards, picture rails, battens (unless affected by rot or woodworm) Doors Internal doors, ironmongery and threshold strips Walls Structural walls inside a property Tenant for Vulnerable Tenants If repairs found to be fair wear and tear Major plaster repairs Minor repairs to plasterwork for example small holes and cracks Wall tiles to match existing as closely as possible where damage due to fair wear and tear Repair and Maintenance Policy 20

23 Repair Request Floors Concrete floors (not including floor tiles) Vinyl fitted by Floor boards and joists but not including laminate flooring Fireplaces Fireplace and surround if fitted by Staircase Staircase, banister and handrails Bathroom Bath panels (unless damaged by whilst carrying out repairs) replacement may not match existing suite Slatted shelving to airing cupboard Internal pipe work boxing unless damaged by whilst carrying out repairs Kitchen Kitchen Cupboards, drawers, door catches, hinges and handles where damage in not fair wear and tear Worktops where damage is not fair wear and tear. Replacement will not necessarily match existing Tenant for Vulnerable Tenants Disabled wet rooms only Repair and Maintenance Policy 21

24 Repair Request Electrical Items Electrical wiring sockets and light fittings where fitted by Tenant for Vulnerable Tenants Hard-wired smoke alarms Plugs Electrical consumer units (fuse box) Electric storage heaters if installed by Electric fires if installed by Immersion heaters if installed by Cookers if installed by Extractor fans if installed by Electric shower unit if fitted by Plumbing Water service pipes (from boundary to stop tap/surestop) overflow pipes and water tanks Blocked toilet, sinks, bath and hand basin waste pipes where the tenant has previously tried to clear the blockage Taps, stop taps SureStops and wheel valves Sink units and wash hand basins where damage is not fair wear and tear Toilet flushing mechanism Toilet seats will supply one on start of tenancy only Repair and Maintenance Policy 22

25 Repair Request Bath or shower trays where supplied by Sink and bath plugs and chains Bath seals and two rows of splash back tiles Kitchen sink seals and two rows of splash back tiles Boxing in of new or existing pipe work if damaged caused by Gas Gas pipe work inside the property Supply of gas and gas meters Annual gas servicing of appliances Gas fires if supplied by Bleeding radiators (unless tenant has a combination boiler or pressurised system installed) Radiants for gas fires if supplied by Tenant for Vulnerable Tenants *5 Gas water heaters Radiator valves, time clocks and thermostats Gas boilers Repair and Maintenance Policy 23

26 Repair Request Other Heating Sources Ground Source Heat Pumps *6 Tenant for Vulnerable Tenants Heat Exchange Units District Heating Solar Panels *7 Adaptations Adaptations fitted to a property by Cookers if installed by in an adapted kitchen Shower tray or seat if fitted by Adapted toilet seats if fitted by Home Security Additional window and door locks Home Energy Efficiency Hot water cylinder jackets (first provided by ) Low energy light bulbs Refer to Target Hardening Team Loft insulation Pest Control *8 Insects internal Insects - external Mice internal Mice external Rats internal and external to property Spiders Bees and Wasps Ants internal to property Repair and Maintenance Policy 24

27 Notes 1* Driveways that are charged as part of the weekly rent will be maintained by. Where permission has been granted for a driveway and this has been approved by any repairing obligation on change of tenancy will fall to. However where a driveway has been installed without permission reserve the right to remove and recharge for making good the area or will recharge an appropriate amount for repairs carried out to shared driveways where remedial works have been unavoidable because of health and safety concerns. 2* If following inspection it is found that the glass has been broken from inside of the property then the appropriate recharge will be raised. If it is found that the glass has been broken from the outside of the property then a recharge will not be raised unless it becomes apparent that the damage was caused by the tenant, visitors or family of the tenant. 3* If following inspection of the lock foul play is suspected then following discussions with the tenant a recharge will be raised. 4* This would be the tenants responsibility unless there was a health and safety risk that prompted the works to be completed by. Dependant upon the circumstances found some of this works could be rechargeable. 5* Gas radiants will only be replaced if required by the regulations in force at the time. They will not be replaced for cosmetic reasons such as discolouration. 6* - When a new tenant accepts a tenancy with a Ground Source Heat pump arrangements need to be made with the Gas Operations Manager for a Team Leader to visit the tenant to provide awareness on how to set and operate the system so that the tenant can benefit from it working to maximum efficiency. 7* Solar Panels work by converting direct sunlight into electric giving tenants free electricity during the day. The panels require very little maintenance. They are self cleaning but do benefit from an annual clean to ensure that they are working at optimum efficiency. Once fitted on a property the manufacturers details should be left with the inverter as this includes shut down procedures should they ever be required. An electrician can check that the inverter is working correctly by doing a visual check. 8* Other treatments are available for further details contact the Pest Control Team. Consideration should also be given to the rights and responsibilities of and tenants in relation to any conditions attached to landlord permissions granted under Home Improvement Procedure Repair and Maintenance Policy 25

28 Appendix 3: Repair obligations for leaseholders Repair Leaseholder Exceptions External and communal External structure, foundation and brickwork External doors (communal) But excluding own external doors External window frames, sills and fittings But excluding glass Damp Proof Course Roofing, chimneys, guttering and down pipes Excludes chimney sweeping where applicable Communal drainage and water supply pipes Except pipe work within the flat Rain and soil pipes Communal hallways, stairs, lifts and balconies Communal lifts and lighting in lifts. Communal bin areas Communal drying areas Communal TV aerials and communal satellite antenna Paths, steps, fences, gates and garden areas Lighting to communal hallways and stairs External lighting to the building Door entry systems and closed circuit television Fire precautions, alarms and extinguishers External decorations (communal) Repair and Maintenance Policy 26

29 Repair Leaseholder Exceptions Internal within your flat Internal walls, ceilings and floors Except common areas, or joists which are shared between two or more homes Floor boards and coverings Glass in windows and doors But excluding external window frames Internal decorations Kitchen fixtures, fittings, units and Worktops Bathroom fixtures, fittings, sanitary ware Electric showers Cookers, fires and fire surrounds Tiling Internal doors (including front doors to individual flats), locks, fittings, door furniture and frames Smoke alarms Frames, architraves and skirting boards Wiring and circuitry Light fittings, fixtures, sockets, bulbs and fuses Heaters and appliances Central heating systems Water tanks Pest Control services Can pay for treatment to be carried out by For more information regarding leaseholder repairs refer to the Leaseholder Handbook. Repair and Maintenance Policy 27

30 Appendix 4: Right to Repair - Qualifying repairs and response time for completion Schedule Defect Response Time (working days) Total loss of electric power. 1 Partial loss of electric power. 1 Unsafe power or lighting socket, or electrical fitting. 1 Total loss of water supply. 1 Partial loss of water supply. 1 Total or partial loss of gas supply. 1 Blocked flue to open fire or boiler. 1 Total or partial loss of space or water heating between 31 October and 1 May. Total or partial loss of space or water heating between 30 April and 1 November. Blocked or leaking foul drain, soil stack, or (where there is no other toilet in the dwelling house) toilet pan. Toilet not flushing (where this is no other working toilet in the dwelling house). Blocked sink, bath or basin. 5 Tap which cannot be turned. 1 Leaking from water or heating pipe, tank or cistern. 1 Leaking roof. 5 Insecure external window, door or lock. 5 Loose or detached banister or hand rail. 5 Rotten timber flooring or stair tread. 5 Door entry phone not working. 5 Mechanical extractor fan in internal kitchen or bathroom not working Repair and Maintenance Policy 28

31 Appendix 5: Tenant Repairing Responsibilities Baths, basins, drains and waste Initially trying to clear blocked baths, sinks and basins. Tenant will be recharged if following the repair being carried out its cause has been found to be caused by the tenant. Replacing plugs and chains to baths, basins and sinks. Repairing any items that have been fitted by the tenant previously. Keeping gully grids clear of leaves and rubbish. Clearing blockages in washing machines or dishwashers. If the tenant is fitting this as a new appliance they are responsible for this work. could however do the work and recharge the tenant Any other repairs which investigations establish are not attributable to fair wear and tear. Doors and locks Replacing Keys or locks when keys have been lost or tenant has locked themselves out. Fitting and repairing any additional locks and latches. Replacing glass in any internal or external door. Adjusting door when a new carpet fitted. Any other repairs which investigations establish are not attributable to fair wear and tear. Electrics Resetting trip switches and if necessary turning off the mains supply. Replacing light bulbs, fluorescent tubes and starters. Replacing electrical plugs and plug fuses for tenants own appliances. Testing and cleaning of smoke detectors and replacing batteries. Any other repairs which investigations establish are not attributable to fair wear and tear. Floors and stairs Repairing and replacing any floor coverings, vinyl tiles sheeting, carpets or laminates that the tenant has fitted. Floor covering that have been supplied by as part of the Improvement Programme will only be provided once and so when ready for replacement this will be the responsibility of the tenant. Any other repairs which investigations establish are not attributable to fair wear and tear. Repair and Maintenance Policy 29

32 Garden and garages Repairing any fencing, patios, steps, sheds or other garden features, garages or driveways not originally provided by. Maintaining garden paths other than those giving main access to the front and back door of the property. Replacing keys or locks to garage or shed doors when the keys have been lost.. Renewing broken clothes lines and posts. Any other repairs which investigations establish are not attributable to fair wear and tear. Gutters Keeping gully grids clear from leaves and rubbish. Any other repairs which investigations establish are not attributable to fair wear and tear. Heating Checking that heating controls (room thermostat, timer or programmer) are set correctly. Keeping the home properly heated and ventilated to prevent condensation or the build-up of carbon monoxide. Keeping the home properly heated to prevent pipes from bursting particularly during cold weather, or whilst tenants are away from the property for a period of time. Any other repairs which investigations establish are not attributable to fair wear and tear. Kitchen fittings Installation of washing machines, dishwashers or tumble driers including waste, supply pipes and vents if not already provided by. Repairing any extra units that have been installed in the property by the tenant Any other repairs which investigations establish are not attributable to fair wear and tear. Pipes and taps Taking steps to prevent pipes from bursting during cold weather, particularly if the tenant is to be away from the property for any length of time. Turning off the water supply at the stop tap or sure stop if a water pipe has burst, and then turning all the taps on to allow all remaining water to flow out. Any other repairs which investigations establish are not attributable to fair wear and tear. Repair and Maintenance Policy 30

33 Roofs and chimneys Putting up and securing TV aerials (except communal aerials). Tenants need permission to put up a satellite dish. Any other repairs which investigations establish are not attributable to fair wear and tear. Toilets Cleaning toilet pans. Attempting to clear blocked toilets. If on repair it is found that the blockage is caused by the tenant, then the tenant will be recharged. Any other repairs which investigations establish are not attributable to fair wear and tear. Walls and Ceilings Decorating walls and ceilings inside the home. Filling minor cracks and holes in walls and ceilings. Keeping air vents clear and cleaning extractor fan vents. Any other repairs which investigations establish are not attributable to fair wear and tear. Windows Replacing broken or cracked glass where it is found that the glass has been broken from inside the property. Fitting additional security locks to windows. Keeping window trickle vents clear. Any other repairs which investigations establish are not attributable to fair wear and tear. Repair and Maintenance Policy 31