RESPONSIVE REPAIRS POLICY & STANDARD
Introduction
The development of this policy has been undertaken in full consultation
with tenant representatives of the Tenants’ & Leaseholders’
Forum and with Officers.
The aim is to ensure that tenants continue to receive a high standard
of service focused upon the main areas of repairs that the Council
undertakes. Furthermore the policy identifies areas of repair as
being the responsibility of residents.
The Council has a statutory duty to undertake certain areas of repair
works in accordance with section 11 of the 1985 Landlord and Tenant
Act.
The Council also has a duty to ensure repairs are undertaken in
accordance with the right to repair legislation.
This repairs policy compliments the agreement already made with
tenants to undertake repairs to their homes, within the Tenants’
Handbook and clarifies previously ambiguous areas of the repairs
service
TENANTS' IMPROVEMENTS
All improvements or alterations by the tenant will be their
responsibility to maintain. The Council will reserve the
right to recharge the tenant for any damage caused to their
own property as a result of any work the tenant undertakes.
Recharges
Where wilful damage or neglect of the Council’s property
by the tenant, their family or a visitor results in the
Council having to replace or repair items as a result in
all cases a rechargeable account will be issued to recoup
from the tenant the costs the Council incurred.
In addition a 15% administrative charge will be added to
the total account.
Furthermore the Council will recharge tenants for the following
areas of work:-
- Reglazing, unless a crime number has been provided
- Force entry and lock changes
- Clearance of rubbish from property or Council land where it can be identified it belongs to a current or former tenant
The Council will apply this policy across all
tenure and occupancy types.
Service Standards
- The Council will publish monthly performance information in relation to the repairs service
- Tenant representatives will be invited to attend all the main repair service contract monitoring meetings
- An appointment system for all routine repairs will be in place to allow tenants to know when a contractor will be calling
- Results of tenant satisfaction surveys in relation to repairs will be published
- On selecting contractors for new contracts tenant representatives will be invited to join selection criteria panels.
EXTERNAL WORKS
All rubbish in gardens and the maintenance of them is
the tenants’ responsibility.
Dangerous structures (damaged greenhouses and sheds),
which the tenant has erected will be their responsibility
to repair, dismantle and clear from site.
Sheds
The Council will maintain all brick Council owned sheds
including the doors and windows. These will determined
as a low priority and orders for repairs will be issued
on priority 4.
Wooden sheds will not be maintained. Any remaining Council
wooden sheds will be gifted to tenants, or alternatively
removed but not replaced on the tenants request.
Paths
Uneven and dangerous paths and steps serving as a main
access or exit route from the property will be maintained
by the Council.
Repairs to paths, where there is no potential health
and safety issue will be deemed a low priority and assigned
the appropriate repair priority.
Hardstandings
Parking bays provided within the curtilage of the property
will not be maintained by the Council, except where these
have been specifically provided under the Council’s
adaptation programme for the current tenant.
Garden Ponds
Maintenance, repair and infilling of ponds will not
be undertaken by the Council.
Clothes lines
Clothes line posts and rotary lines, except where these
are provided within communal areas will be the responsibility
of tenants. Where a line pole requires removal as it
is dangerous or likely to fall this will be removed by
the Council but not replaced.
Rainwater goods
Works to gutters and downpipes will be raised as standard
repairs on priority four works order.
Fencing
The Council aims to ensure that estate security is maintained
and where possible enhanced through the repair and replacement
of fences.
Where a fence only needs to be repaired, it will be repaired
to match the existing fencing and not replaced with different
type of fencing.
Where a fence needs to be replaced the following criteria
will apply:
Location Proposed Fence:
Rear side fences adjacent to public roads or footpaths
1.8m high close board fencing on concrete posts where
planning permits
Back garden side dividing boundary fencing Two 1.8m privacy
panels with 1.2m chain link on concrete posts.
Back and front garden boundary 1.2m high chain link on
concrete posts
Where no boundary mark exists the Council will supply
fencing depending on location as per above.
If a tenant prefers a different type of fencing other
than stated above, they may request permission to erect
their own fencing at their cost on the correct boundary
line. Where the design of the estate is one of open plan
design this will be retained.
If a former tenant has erected their own fencing having
gained permission and erected it to a good standard with
quality fencing, the Council will accept future maintenance
of it rather than removing it when the property is empty.
Nuisance from dogs will not be regarded as grounds for
exceptions to the policy. If dogs cause nuisance this
will be dealt with using the tenancy agreement and with
the help of the Dog Warden.
Hedgerows on and denoting boundaries are considered reasonable
and fencing will not be provided unless the hedge is
dead. Alternatively, the tenant may request permission
to remove the hedge and erect their own fencing at their
cost.
The target time for repairs to fencing should be low
priority from initiating the order.
Gates/Gate posts
The Council will not provide or maintain any individual
garden gates to occupied premises.
Gate posts will be repaired/renewed by the Council.
Gates to communal entrances will be repaired as necessary
by the Council. A low repair priority will be assigned.
TV Aerials and Satellite dishes
Individual aerials and dishes will not be maintained
by the Council. Communal TV aerial dishes will be repaired
and maintained by the Council. These will be repaired
as a matter of urgency.
Roofs/Chimney Stacks
The Council will maintain all roofs/chimney stacks to
its own properties. Renewal of roofs will be undertaken
on a planned maintenance programme of work.
Overflows
The Council will undertake repairs to stop or prevent
overflows from tanks and other water outlets. The priority
assigned will be dependant on any damage or danger the
overflow may be causing to the remainder of the property
or neighbouring property.
External door locks
Residential property door locks
Tenants who require the Council to force entry to their
premises in the event of them being locked out will be
recharged for this service at current rates plus administration
fee. The Council will assign priority 1 category for
this type of repair.
Locks requiring renewal as a result of fair wear and
tear will be renewed by the Council. The priority assigned
will be assessed in accordance with the security risk
to the building.
Otherwise external locks will be the responsibility of
tenants to renew.
The exception to this will be sheltered accommodation
where the Council will renew locks, and where applicable
recharge the tenant.
Shed locks
Residents will be responsible for the renewal of all
locks to sheds regardless of the circumstances.
Garage door locks
Tenants who require the Council to force entry to their
premises in the event of them being locked out will be
recharged for this service at current rates plus administration
fee.
Additional Security Locks/Spy holes
These will be the responsibility of the tenant to provide.
Communal sheds/entrance doors
Where the necessity arises for a communal shed or main
door entry lock to be replaced this will be undertaken
by the Council. Residents requiring keys for these in
the event of loss of keys by themselves which have previously
been provided will be recharged any costs that the Council
may encounter in providing these.
Where the need arises for a communal entrance lock to
be renewed as a result of the loss of keys by one or
more resident the costs will be recharged to the resident
concerned in full.
Door entry systems
The Council will maintain all its door entry systems and intercoms. The
Council will endeavour to undertake routine repairs to these within 7
working days of notification.
Windows
The Council will ensure all rooms have windows which can be securely shut.
Where the property is insecure a high priority will be issued to resecure
the building.
Glazing
The renewal of broken glazing to windows and doors will only be repaired
where this has resulted due to a crime, for which a crime number can be
provided. In all other circumstances the Council will arrange for renewal
of glazing however a rechargeable account will be issued to the tenant
for this and all associated works.
Communal stairwells, lighting and estate maintenance
The Council will undertake a rigorous repairs regime of all its communal
areas and estates. In undertaking repairs to communal areas the Council
will use its best endeavours to ensure that best value is achieved in maintaining
these areas. This may involve some works being packaged and dealt with
on a planned maintenance basis. All repairs which are identified as being
required as a result to avoid causing or likely to cause a health and safety
problem will be dealt with speedily.
INTERNAL WORKS
Electric and gas installations
The Council will ensure that all its own appliances, including pipework,
fuse boards and wiring are maintained in safe working order at all times.
This includes light switches and electric sockets
The provision of light bulbs and fluorescent light bulbs will be the tenants
responsibility to replace at their own expense.
Water tanks/cylinders
The Council will repair and renew all water tanks in its ownership as necessary.
Where possible the renewal of these will be undertaken on a planned maintenance
basis.
Internal Decoration
No internal decorations will be undertaken as part of the responsive repairs
service.
Where damage is caused to decorations as a result of fire, where the insurance
assessor agrees, redecorations may be carried out.
Decorations required as a result of flood where there is no negligence
on the Council’s part will not be undertaken. A contribution towards
redecorating may be made via the Council’s Decoration Allowance scheme.
Tenants will be instructed that the costs encountered in redecorating should
be reclaimed via household contents insurance policy.
Where walls are artexed redecoration/replastering will not be undertaken
this will be deemed the responsibility of the resident to remove if the
general area of the wall is in a good state of repair. Where the artex
is badly cracked or in need of substantial replastering the Council may
replaster the affected area. A decoration allowance will be provided towards
cost of redecoration of the newly replastered wall.
Heating and Hot water systems
The Council will maintain one form of heating and hot water system.
Where a secondary form of heating or hot water supply fails the Council
will not be responsible for maintaining it. All gas Council gas appliances
will be annually serviced by the Council’s gas servicing contractor.
The provision of cylinder jackets will be provided by the tenant.
The Council may from time to time undertake a planned maintenance programme
of providing or improving upon insulation to lofts, loft hatches and loft
tanks.
Repair priority assigned will be as advertised in the tenant handbook.
Floors
The Council will ensure that floors are level without holes or breaks.
The repair priority will be medium priority 3. Floor tiles or any other
floor coverings will not be provided by the Council. This is to be the
responsibility of the tenant.
Laminated Flooring
The Council will not maintain laminated flooring. This will be treated
as a floor covering and where access to pipework and flooring beneath laminated
flooring is required the tenant must arrange for this to be lifted and
relayed. The Council will not be held liable for any damage to this type
of flooring as a result of it needing to be removed for repair works to
areas nearby
Walls/ceilings
Repairs will be completed by the Council to a standard that all wall and
ceiling finishes will be sound, free of holes, and prepared for simple
decoration, this includes the inside of any built-in larders. Repair priority
will be medium priority 3.
Splashbacks/tiling
Splashbacks to sinks, basins, baths and all work tops will be the responsibility
of the tenant to repair or renew.
Tiling in shower areas requiring renewal/replacement will be undertaken
by the Council, if it is likely to cause water penetration damage as a
result of this work not being undertaken.
Electric sockets
Additional electric sockets required will not be part of the responsive
maintenance service to provide.
Blocked sinks/baths
The Council will unblock sinks. However, where the blockage is within the
pipework of the sink unit/bath and the cause is as a result of the tenants
actions a rechargeable account will be issued.
Blockages as a result of the need for clearance of main drainage or external
pipework will be undertaken by the Council
Smoke Alarms
The Council may periodically undertake to provide either by means of a
joint initiative with another organisation or as part of its planned maintenance
programme smoke alarms. The provision of alarms under these circumstances
will be a ‘one off’ gift to the resident.
However the provision of these on an individual basis will not form part
of the responsive maintenance service. Furthermore the maintenance repair
or renewal of smoke alarms within Council properties, including
replacement of batteries will be the responsibility of the tenant. This
will include alarms provided originally by the Council under one of the
previously mentioned schemes.
Bath, basin and kitchen sink plugs
The Council will not provide these.
Internal door furniture
The Council will not repair or renew internal door furniture including
door handles and internal door locking mechanisms.
Internal doors
The Council will only repair or renew internal doors where the door acts
as a fire break between either the kitchen and other rooms or between the
upper and lower floors or the dwelling.
Where a tenant needs an internal door shaved as a result of new floor coverings
being fitted this will be the tenants responsibility to arrange and fund.
Curtain tracks, back boards and blinds
The fitment of these will not be undertaken as part of the responsive maintenance
service.
KITCHEN
Kitchen Units
The Council in arranging for repairs and renewals of kitchen units will
endeavour to undertake these works as part of its Decent Homes works programme.
Where a property is in need of new kitchen units, the Council wherever
practicable will undertake temporary repairs to the units, if the property
is to be included in a forthcoming planned programme of works for kitchen
upgrades. Only where a planned maintenance programme of work is more than
18 months away will the Responsive Repairs team consider renewing a kitchen
unit.
In considering whether to undertake a full or temporary repair the Council
will ensure cupboards and worktops are in such a condition for immediate
food storage and preparation. Any replacement floor units will be drawer
line and at least one drawer line unit should exist in every kitchen. All
worktops where possible will be matching and undamaged.
Kitchen units should ideally be matching but some co-ordinating colour
schemes may remain.
Cooker outlets
Gas and electric cooker points where provided will be maintained by the
Council. Where the need arises for an alternative cooker supply outlet
to be installed the resident must make their own arrangements for a qualified
fitter to undertake this work at no cost to the Council.
Plumbing for washing machines/dishwashers
Plumbing for washing machine and dishwashers will not be provided by the
Council as part of its repairs service.
Tap washers
The Council will renew these. The priority assigned will be medium.
BATHROOM
Bath, basin and WC will be maintained by the Council to
be in proper working order.
The Council in arranging for repairs and renewals of bathroom
attributes will endeavour to undertake these works as part
of its Decent Homes works programme.
Where a property is in need of new bathroom suites, the
Council wherever practicable will undertake temporary repairs
to the units, if the property is to be included in a forthcoming
planned programme of works for kitchen upgrades. Only where
a planned maintenance programme of work is more than 18
months away will the Responsive Repairs team consider renewing
a bathroom fitment.
WC Seats
These will not be provided by the Council as part of its
repairs service.
LIVING/DINING ROOM
Repairs or removals to fireplaces will only be
undertaken if
(a) specified by a gas fitter
(b) in poor condition which is likely to be a hazard to
the occupant
(c) the old back boiler has had to be removed.
Where fireplaces are removed the Council will ensure these
are vented and plasterwork made good. A decoration allowance
will be awarded to contribute towards the cost of redecorating.
Missing or damaged tiles to the fireplace will be the responsibility
of the tenant to renew/repair.
BEDROOMS
Fireplaces
The same policy regarding fireplace will apply as for living
rooms.
HALL, STAIRS, LANDING, LOBBY
Front and rear entrance doors to be secure with properly
operating locks and at least one bolt to the back door.
Stairs and handrails to be sound and secure. Banisters
must exist, and balustrade rails must match.
ADAPTATIONS FOR THE DISABLED
Where a property has been adapted and repairs arise the
repairs team will ensure that these are undertaken by the
most appropriate means. This includes arranging for regular
servicing of mechanical aids such as stairlifts.
