Idea Transcript
Repairs and Maintenance Policy
Policy objectives This policy has been set out to cover all responsive, cyclical and planned works undertaken by our Housing Management Team and our contractors. The repairs policy will ensure that we: • Meet the high standards expected of us by our tenants, • Continually review our work and planning in conjunction with our tenants point of view, • Maintain our properties so that they are in good condition and are in line with our Stock Condition Survey • Safeguard the future of our properties to make full use of the housing stock • Comply with legal requirements • Are cost effective, and adhering to our goals providing good quality homes
Types of Repairs When a repair is raised, it will be categorised into one of the following areas: Responsive Repairs A responsive repair is something that is already present but needs repairing or replacing, depending on what is necessary Planned repairs Planned repairs are carried out either following a responsive repair which has been made safe, of information from our Stock Condition Survey Cyclical Repairs Cyclical repairs are required to maintain equipment and services for health and safety purposes. Eg gas servicing, fire equipment servicing. Void Repairs A void repair takes place before a new tenant moves into the property or when no one is occupying the property.
Responsive Maintenance A repair can be reported either by using our “Report a Repair” section of the website, telephone, text message, email, via supporting staff, in writing or by personally visiting our offices. Emergency repairs can be reported 24 hours a day, throughout the year through our Landlord On-Call number: 07514 452326 Our maintenance team endeavour to complete a repair in the first visit, however where this is not possible, we will arrange a convenient time with the tenant to come back and sort this as soon as possible. Accommodation YES’ responsive maintenance responsibilities: • Structure of the building including foundations, walls, windows, external doors, roofs, gutters, chimneys, floor, stairs. • Structural fittings and fixtures of the building including internal doors, kitchen units, sanitary ware. • Service installations including drains, inspection chambers, wastes, water pipes, electrical installations, gas pipes, central heating, communal lights, fire alarms, door entry phones, communal aerials. • External works including paths, fences, driveways • Communal facilities of flats including laundry rooms, communal lounges/rooms, bathrooms, gardens. Head Office: Accommodation-YES Ltd, 123 Boxley Road, Maidstone, Kent ME14 2TJ
Tel: +44 (0) 1622 324 500
Tenants responsive repairs responsibilities: • Any repairs caused by neglect, misuse, or wilful damage by a tenant, or their visitors. All our responsive repairs will fall under two categories: • Emergency response (within 24 hours) • An appointment at the convenience of the tenant
Planned Maintenance At Accommodation YES we aim to maintain all our properties in good condition through planned works which are drawn together mainly from information on the Stock Condition Survey, but also from tenant consultation, maintenance staff recommendations and made safe responsive repairs. We are committed to undertake programmes of improvements to our homes and properties to ensure that they meet the expectations of our tenants. We will look to renew certain aspects and component parts of our properties that have or are reaching the end of their useful life. Please see below for estimated life cycles: • Kitchen: 20 years • Bathroom: 10 years • External doors: 30 years • Boiler: 15 years • Central heating carcass: 25 years • Door entry system: 50 years Other planned maintenance includes: • External decorations including re-decorations externally and to communal areas every 10 years and renewal of joinery • Reroofing • The installation of double glazing • Fencing and paving • Energy efficiency works • The provision of door entry systems and additional lighting • Fire risk assessment recommendations Cyclical Maintenance Accommodation YES is responsible for: • Water hygiene and legionella testing • Thermostatic mixer valve servicing/ testing • Gas safety servicing • Fire alarm and equipment servicing • PAT Testing • Electrical installation testing • Garden Maintenance Cyclical maintenance is organised in a advance of the servicing being due and is featured in our yearly schedule
Head Office: Accommodation-YES Ltd, 123 Boxley Road, Maidstone, Kent ME14 2TJ
Tel: +44 (0) 1622 324 500
Void Maintenance We inspect all our properties before a tenant’s tenancy is surrendered, when notice is given or a transfer is proposed. For properties requiring only minor works we aim to re-let within 2 weeks, when major works are required we aim to re-let with 4 weeks.
Stock Condition Survey We keep an up to date register of the condition of our properties know as the “ stock condition survey”. The register is “live” and is updated as planned maintenance works are completed. 10% of all the properties will be resurveyed annually to ensure the accuracy of the register. The stock condition survey will be used to programmed planned maintenance and improvement programmes. Tenants can request to view their stock condition survey information at any time and this is easily accessible by a member of the Accommodation YES team. Stock condition will also be provided upon sign up of a new tenancy.
Repair appointments We will provide an appointment service for responsive repairs carried out by our in-house maintenance team where access to the property is required. We work closely with our contractors and tenants to ensure that we can provide a time slot to suit both the tenant and contractor. If a communal repair is reported and does not require access, this will be attended to as soon as possible. An appointment will not be offered.
Quality Assurance Accommodation YES aims to carry out pre and post inspections on 10% of all responsive repairs and 100% of those costing in excess of £500 including all voids to ensure that they have been carried out to a high quality and to monitor value for money. Below sets out targets for post maintenance visits: Responsive (under £500) – 10% - conducted by Housing Manager Responsive (over £500) – 100% - conducted by Housing Manager Cyclical – 10%- conducted by Housing Manager Planned – 100% - conducted by Housing Manager The above will be carried out on a random basis. Additionally an inspection will be carried out if the tenant finds the contractors work unacceptable.
Damp and Mould The effects of damp and mould can be a challenge particularly during the winter months and in most cases is one that needs to be managed by the tenant through effective use of heating and ventilation systems. We provide our tenants with information regarding this through: • Easy read leaflets and documents • Visit to the property to find the cause • Advice In some cases the Damp and mould may be caused by building defects and will therefore be remedied by Accommodation YES immediately.
Head Office: Accommodation-YES Ltd, 123 Boxley Road, Maidstone, Kent ME14 2TJ
Tel: +44 (0) 1622 324 500
Contractors Accommodation YES is committed to engaging additional contractors for its planned maintenance and improvements. Contractors will be selected by our standard procurement procedure. Where possible, tenant input will be sought. Work carried out by a contractor will not be paid for unless Accommodation YES is content that the work has been completed per the specification and that any extra works claims are justified. Where work has not been carried out to a satisfactory standard by a contractor they will be expected to return to rectify the fault as soon as possible. All successful contractors will provide us with a certificate of valid third party insurance and compliance with all relevant current regulations.
Tenant Satisfaction We monitor tenant satisfaction through feedback cards, handed out at the end of every job. This feedback is imperative to help us make informed decisions regarding service improvement. The information collected from the tenants is investigated and analysed. If our tenants feel they have been aggrieved or treated unfairly throughout the repairs process they can appeal in accordance with our complaints process.
Health and Safety In is the responsibility of all the Accommodation YES team and its contractors to ensure that they are working in a safe and controlled manner at all times. It is the responsibility of the Company Director to ensure that implementation of this Policy is monitored. It is the responsibility of the Housing Manager to deliver the policy and they will be accountable for its implementation and colleague training. All staff, contractors, consultants, and partner organisations are responsible for operating in accordance with this policy when delivering services on behalf of Accommodation YES.
Equality and Diversity Accommodation YES will apply this policy consistently and fairly, and will not discriminate against anyone based on relevant characteristics, including those set out in the Equalities Act 2010 Accommodation YES will make this policy available in other languages and formats upon request. Accommodation YES will carry out an equality impact assessment on this policy, in line with our corporate procedure.
Review Accommodation YES will monitor this policy to ensure it meets good practice and current legislation and will review it in accordance with our review timetable for all policies.
Head Office: Accommodation-YES Ltd, 123 Boxley Road, Maidstone, Kent ME14 2TJ
Tel: +44 (0) 1622 324 500