Repairs and maintenance policy

• 
  Ashfield District Council is committed to providing high quality housing services and maintaining its homes in a safe, secure and good state of repair. The Council recognises that a well maintained home is fundamental to the health, safety and wellbeing of its residents.
• This Policy sets out the Council's approach to the repair, maintenance and improvement of its housing stock and establishes the responsibilities of both the Council and its tenants in maintaining homes and communities.
• The Council will fulfil its repairing obligations in accordance with relevant legislation, regulatory requirements, tenancy agreements, service standards and recognised good practice within the social housing sector. 
• The Council is committed to delivering a responsive, customer-focused repairs and maintenance service which seeks to complete repairs safely, efficiently and right first time wherever possible.
• The Council will take a proactive approach to identifying and addressing disrepair, building defects, damp and mould, property hazards and health and safety risks to ensure homes remain safe and suitable for occupation.
• The Council recognises that residents may have differing needs and circumstances and will take account of vulnerabilities, disabilities and individual household requirements when delivering repairs and maintenance services.
• Through effective communication, customer feedback, performance monitoring, service reviews and learning from complaints, the Council will continuously seek to improve the quality of the services it provides and the satisfaction of its residents.
• This Policy should be read in conjunction with the Council's Tenancy Agreement, Tenant Handbook, Responsive Repairs Service Standard, Damp and Mould Policy, Rechargeable Works Policy, Permission Procedures, Housing Complaints Policy, Lettable Standard and any other associated policies, procedures and guidance documents.

• This Policy aims to provide clear guidance on the Council's approach to repairs, maintenance and improvement works, setting out the responsibilities of both Ashfield District Council and its tenants.
• The Council is committed to delivering a responsive, reliable and customer-focused repairs and maintenance service that keeps homes safe, secure and in a good state of repair.
• The Council will seek to complete repairs safely, efficiently and right first time wherever reasonably practicable, whilst providing value for money and maintaining high levels of customer satisfaction.
• The Council will take a proactive approach to identifying and addressing property defects, damp and mould, building safety concerns and other hazards which may impact upon the health, safety and wellbeing of residents.
• The Council will ensure repairs and maintenance services are delivered fairly and consistently, whilst taking account of individual resident circumstances, vulnerabilities and any reasonable adjustments that may be required.
• The Council will continuously review service performance, customer feedback and complaints to identify opportunities for service improvement and enhance the customer experience. 

The Repairs and Maintenance Policy links to a number of other housing policies, procedures and service standards, including but not limited to:

• Tenancy Agreement
• Tenant Handbook
• Responsive Repairs Service Standard
• Compensation Policy
• Damp and Mould Policy
• Aids and Adaptations Policy
• Housing Complaints Policy
• Rechargeable Works Policy
• Gas Safety Procedure
• Electrical Safety Procedure
• Vulnerable Tenants Policy
• Decant Policy
• Reasonable Adjustments Policy
• Technical Services Permission Procedure
• Lettable Standard

The Council will ensure that its repairs and maintenance service is delivered in accordance with all relevant legislation, regulatory requirements, statutory guidance and recognised good practice.

The Council will comply with its legal obligations to maintain its housing stock, safeguard residents and ensure homes are safe, secure, habitable and fit for occupation.

In delivering repairs and maintenance services, the Council will have regard to the requirements of the Regulator of Social Housing Consumer Standards, the Housing Ombudsman and all other applicable regulatory bodies.

The Council will review this Policy and associated procedures where changes in legislation, regulation or good practice require amendments to service delivery. 

Relevant legislation, regulation and guidance includes, but is not limited to:

• Social Housing (Regulation) Act 2023
• Housing Act 1985
• Housing Act 2004
• Homes (Fitness for Human Habitation) Act 2018
• Landlord and Tenant Act 1985
• Defective Premises Act 1972
• Building Safety Act 2022
• Fire Safety Act 2021
• Building Regulations 2010
• Equality Act 2010
• Health and Safety at Work etc. Act 1974
• Control of Asbestos Regulations 2012
• Gas Safety (Installation and Use) Regulations 1998
• IET Wiring Regulations BS7671
• Procurement Act 2023
• Data Protection Act 2018 and UK GDPR
• The Secure Tenants of Local Authorities (Right to Repair) Regulations 1994
• Awaab's Law and associated regulations
• Housing Health and Safety Rating System (HHSRS)
• Regulator of Social Housing Consumer Standards
• Housing Ombudsman Complaint Handling Code

Repairs can be reported by contacting the Repairs and Maintenance section using one of the following methods:

• Online via the tenant portal
  • link: Tenant Portal
• Online via an online repair request form via the Council's website
  • link: Request a repair
• Through the Council's chatbot on any page of the Council's website
• By phone: 01623 457999
• By email: adcrepairs@ashfield.gov.uk 

The Repairs Call Handling Centre is open Monday to Friday between 8:00am and 5:00pm for the reporting of repairs and maintenance issues.

The Council's online chatbot service is available Monday to Friday between 9.30am and 3.30pm and can be used to report repairs, obtain information and access housing services.

The repairs and maintenance service operates Monday to Thursday 8.30am to 4.30pm and Friday 8.30am to 4.00pm.

Outside normal working hours, the Council provides an emergency repairs service to make safe issues that present an immediate risk to people, property or security. Emergency repairs can be reported by contacting 01623 457999. 

Residents should report repair issues as soon as they become aware of them and take reasonable steps, where safe and practicable to do so, to minimise any further damage until repairs can be completed.

When reporting a repair, residents should provide as much information as possible to assist with the diagnosis, prioritisation and completion of the repair.

Where available, residents may submit photographs and other supporting information through the Council's digital reporting channels, including the chatbot service and Tenant Portal. This information may be used to assist with the diagnosis of repairs, improve service delivery and increase the likelihood of achieving a first-time fix.
 
The Council recognises that some residents may require assistance when reporting repairs. Reasonable adjustments will be considered and support provided where required to ensure all residents can access repairs services fairly and effectively. This may include alternative communication methods, home visits or assistance completing repair requests. 

The Council will maintain accurate records of repair requests, appointments and communications to support effective service delivery, performance monitoring and continuous service improvement.

The Council aims to accurately diagnose repairs at the first point of contact wherever reasonably practicable in order to provide an efficient service and increase the likelihood of achieving a first time fix.

When a repair is reported, residents may be asked a series of questions to help identify the nature, severity and priority of the repair.

Where appropriate, residents may be asked to submit photographs, videos or other supporting information through the Tenant Portal, chatbot service or other approved digital channels to assist with the diagnosis of the repair and avoid unnecessary visits.

If the repair is straightforward or can be diagnosed remotely, the Council may arrange for a Repairs Technician or approved contractor to attend directly and complete the required works. 

The Council may also provide advice, guidance or access to self-help information where appropriate to assist residents in resolving minor issues safely.

Where a repair is complex, specialist knowledge is required, or there is uncertainty regarding the cause of the defect, an inspection may be undertaken by a Housing Surveyor or other suitably qualified officer prior to raising a works order.

Reports relating to damp and mould, water ingress, structural concerns, property hazards or recurring repairs may require inspection by a Housing Surveyor to determine the root cause of the issue and identify any remedial works required.

The Council will take account of any vulnerabilities, health conditions or other relevant circumstances disclosed by the resident during the diagnosis process when determining the most appropriate course of action.

Where necessary, additional inspections, specialist surveys or investigations may be commissioned to support accurate diagnosis and ensure appropriate remedial action is identified.

Where access to a property is required to complete inspection, repair or maintenance work, the Council will offer an appointment wherever reasonably practicable.

Appointment availability may vary depending upon the nature, urgency and anticipated duration of the repair.

The Council will normally offer the following appointment options:

• Morning appointment
• Afternoon appointment
• School run appointment
• All day appointment

Appointment times and availability may be reviewed periodically to reflect service demand and operational requirements.

The repairs and maintenance service normally:

• Monday to Thursday: 8:30am to 4:30pm
• Friday: 08:30am to 4:00pm

Whilst the Council will seek to provide appointment dates, times and reminders wherever reasonably practicable, some repairs and maintenance activities, particularly external works, inspections or works undertaken by specialist contractors, may be completed without a pre-arranged appointment where access to the property is not required. In such circumstances, residents may not receive appointment confirmations or reminders, although advance notice will be provided where appropriate and reasonably practicable.

The Council will make reasonable efforts to keep appointments and to notify residents where appointments require rescheduling due to unforeseen circumstances. 

Residents are expected to provide access at the agreed appointment time and to ensure that the working area is reasonably accessible and safe for employees and contractors to undertake the required works.

Where appointments are missed because access is unavailable, the work order may be cancelled, and the resident may be required to contact the Repairs Call Handling Centre to arrange a further appointment.
 
The Council recognises that some residents may require additional support when arranging appointments. Reasonable adjustments will be considered where appropriate and appointment arrangements may be adapted to support individual needs and circumstances. 

Where a resident has identified vulnerabilities, caring responsibilities, mobility issues or other circumstances that may affect access arrangements, they are encouraged to advise the Council when reporting the repair so that appropriate arrangements can be considered.

The Council requires reasonable access to residents' homes to inspect, service, maintain and repair its properties and to meet its legal and regulatory obligations. Residents are expected to provide access for agreed appointments and cooperate with reasonable requests for entry.

Where access is not available for a non-urgent repair, inspection or maintenance appointment, the operative or contractor will normally leave a calling card advising that attendance was attempted and requesting that the resident contacts the Council to rearrange the appointment. The work order may be cancelled until further contact is received.

Where a repair, inspection or safety concern is considered urgent, relates to a property hazard, statutory compliance requirement, damp and mould investigation, health and safety risk, or where the Council has a legal duty to gain access, additional attempts may be made to obtain access. The Council will normally make up to three attempts to visit the property and will maintain records of all access attempts.

If access continues to be refused or cannot be obtained, the Council may work with housing management services, tenancy management officers, support agencies or legal services to seek access. This may include the service of formal notices, requests for access under the terms of the tenancy agreement, or legal action where necessary and proportionate.

The Council will take account of individual circumstances, vulnerabilities and reasonable adjustment requirements when seeking access and will seek to work with residents to agree suitable arrangements wherever possible.

The Council delivers repairs and maintenance services through a combination of directly employed Repairs Technicians and approved contractors. The method of delivery will be determined by the nature, complexity and volume of work required. 

The Council will utilise suitably qualified, competent and authorised employees and contractors to undertake repairs, maintenance and improvement works.
 
Most day to day repairs will be completed by the Council's own Repairs Technicians. However, specialist works, planned maintenance activities, external repairs or periods of increased demand may require the use of approved contractors.

All employees and contractors undertaking work on behalf of the Council must carry appropriate identification and produce this upon request. Residents who are unsure of the identity of any individual claiming to represent the Council should contact the Repairs Call Handling Centre for verification before allowing access.
 
Employees and contractors will be expected to treat residents courteously, professionally and with respect at all times and will seek to minimise disruption whilst undertaking works.

Employees and contractors will take reasonable care of residents' homes, follow relevant health and safety requirements and maintain safe working practices whilst carrying out repairs and maintenance activities.

The Council will seek to complete repairs safely, efficiently and right first time wherever reasonably practicable.
 
Where works cannot be completed during the initial visit, residents will be advised of any follow-on works required and the next steps necessary to complete the repair.

Employees and contractors will take reasonable steps to leave work areas clean and tidy following completion of repairs.

The Council will only utilise contractors who have been appropriately procured, approved and authorised in accordance with the Council's procurement arrangements and contract management procedures.

The Council is committed to ensuring that all homes are safe, healthy and free from hazards that may adversely affect the health, safety or wellbeing of residents.

Reports of damp and mould, water ingress and other associated property hazards will be managed in accordance with the Council's Damp and Mould Policy and Damp and Mould Procedural Document.

Damp and mould reports will be subject to a formal triage and risk assessment process to determine the appropriate response, investigation and remediation timescales.

In accordance with statutory requirements and Awaab's Law, damp and mould cases may be subject to alternative priority classifications and response timescales that differ from the standard repairs priorities detailed within this Policy.

Where hazards are identified, the Council will seek to identify and address the root cause of the issue and may implement interim safety measures, temporary accommodation or decant arrangements where appropriate.

The Council will take account of property conditions, health impacts, vulnerabilities and household circumstances when assessing property hazards and determining the most appropriate course of action.

The Council recognises that some residents may be more adversely affected by repair issues due to age, disability, health conditions, caring responsibilities or other vulnerabilities.

When determining repair priorities and service delivery arrangements, the Council will consider any identified vulnerabilities and the impact that the repair issue may have on the resident or household.

Reasonable adjustments will be considered where required to ensure that repairs and maintenance services are accessible and responsive to individual needs.

Reasonable adjustments may include alternative communication methods, home visits, adapted appointment arrangements, additional support during repairs or liaison with support agencies where appropriate.

The Council will work with residents and support services to ensure vulnerable households receive appropriate support throughout the repairs process.

The Council is committed to keeping residents informed throughout the repairs process.

Residents will normally receive confirmation of appointments, updates regarding repair progress and notification of any delays where reasonably practicable.

Where repairs cannot be completed within the expected timescale, the Council will seek to provide information regarding the reason for the delay and any revised arrangements.

The Council will communicate with residents in a clear, timely and accessible manner and will consider any reasonable adjustment requirements when doing so.

For more complex repairs, property hazards, damp and mould cases or major works, additional communication may be provided throughout the investigation and repair process.

The time taken to complete repairs depends upon the nature, severity and urgency of the repair 
reported. We have a range of repair priorities, from emergencies where there may be a 
danger to life, serious risk to health, significant property damage or security concerns, through 
to planned maintenance and improvement works.

The Council will seek to complete repairs within the timescales detailed within this Policy and 
may, where operationally practicable, attend repairs sooner than the published target times.

When determining repair priorities, the Council will take account of any vulnerabilities, health
 conditions, safeguarding concerns or household circumstances which may increase the 
impact of the repair issue on the resident

Repair priorities may be varied where vulnerabilities, property hazards, damp and mould, health and safety concerns, statutory obligations or other exceptional circumstances require an alternative response to the standard repair categories detailed within this Policy.

Reports of damp and mould, water ingress and other housing hazards will be risk assessed in accordance with the Council's Damp and Mould Policy and may be assigned an alternative priority where an increased risk to health or safety is identified.

The Council will provide updates where repairs are delayed or where timescales change.

These list examples of different priority of repairs, and is for example only and not exhaustive.

Priority 1 - emergencies within 24 hours

This is where there is likely to be a danger to life or major damage to the property or surrounding homes. We will try to get to attend as quickly as possible to make the situation safe. The complete repair might take longer to carry out.

Examples of priority 1 repairs include:

• Total or partial loss of gas supply (where there is currently a working supply).
• Total loss of water supply (where there is currently a working supply).
• Total loss of heating between dates 1st November to 30th April
• Blocked flue or chimney to an open flued appliance
• Blocked or leaking drain or sewer (not gully’s) (please note you may be asked to refer this to Severn Trent Water in the first instance)
• A toilet that cannot be used – but only if there is no other working toilet in your home
• Severe leaking water or heating pipe, tank, cistern or toilet  
• Tap or overflow running full bore
• Make safe insecure window, external door or external locks. Lost keys are the responsibility of the tenant.
• Rotten timber flooring or stair tread causing potential health and safety hazard (our initial action will be to make safe and secure)
• Faulty staircase and corridor lighting in blocks of flats or sheltered accommodation (unless adequately lit by other sources)
• Dangerous structures such as loose cast iron rainwater gutters, unsafe chimney stacks or roofs
• Dangerous electrical wiring, sockets or switches
• Total loss of electric power (where there is currently a working supply)

Priority 3 - urgent repairs where we will attend within 3 working days

This is for urgent repairs that do not fall into the priority 1.

Examples of priority 3 repairs include:

• Total loss of heating between dates 1st May to 31st October
• Partial loss of heating between dates 1st November to 30th April (partial loss of heating is considered to be more than one radiator not working on the same level within your home or more than two in total
• Partial loss of hot water (one tap left working only)
• Leaking water or heating pipe, tank, cistern, toilet (dripping or slight)
• Blocked bath or shower waste
• Repair or replace smoke or Carbon Monoxide ( CO) alarms
• Loose or detached banister or handrail for stairs
• Electric shower or shower pump not working - and this is the only form of bathing

Priority 7 - urgent repairs where we will attend within 7 working days

This if for urgent repairs that do not fall into the priority 1 or 3 categories.

 Examples of priority 7 repairs include:

• Electrical fitting not working but it is not a danger to health or safety
• Leaking hot water tanks and other sanitary or water appliances, not dealt with under priority 1 or 3 – i.e. a leaking tap which can be contained 
• Partial loss of water, one tap not working
• Taps dripping
• Overflow dripping
• A toilet that cannot be used – where there is another working toilet in your home 
• Holes in a roof where rain is coming in (weather permitting for health and safety reasons)
• Partial loss of heating between dates 1st May to 31st October  
• Extractor fan is not working
• Door entry system is not working

Priority 30 - non-urgent repairs where we will attend within 30 days

Examples of priority 30 repairs include:

• Sanitary or water appliances that need replacing but are not leaking 
• Re-hanging, easing or replacing internal doors and fittings if effected by rot or woodworm, or due to fair wear and tear
• Letterboxes
• Weatherboards
• Window repairs including broken glass in windows and doors where we are responsible for the repair (our initial action will be to make safe and secure) 
• Kitchen units – replacement and repairs (individual units)
• Repair to garage doors and frames
• Non-urgent floor repairs
• Non-urgent roof tiling
• Skirting boards
• Rainwater gutters and fall pipes that are leaking 
• Non-urgent electrical works

Priority 90 - non-urgent routine maintenance work or other specialist work where we will attend within 90 working days

This is for non-urgent routine maintenance work or other specialist work.

• Examples of priority 90 repairs include:
• Major joinery repairs
• Complete replacement of garage doors
• Replacement gates that are the Council’s responsibility
• Repointing works or rendering brickwork (small areas)
• Chimney stack pointing
• Washing line posts
• Plastering Repairs
• Garden walls and fencing (small areas)
• Concrete footpaths and drives (small areas)

Priority 249 - Annual planned maintenance, large works, or other specialist work where we will attend within 249 days

This is for annual planned maintenance, large works or other specialist work.

Examples of priority 249 works include:

• Maintaining common areas
• Outhouse store doors
• Large scale fencing, pointing and brickwork, paths and paved areas, etc.
• Complete overhaul of rainwater gutters and pipes
• Chimney stack pointing

Eligible tenants have a legal Right to Repair under the Secure Tenants of Local Authorities (Right to Repair) Regulations 1994. The scheme applies to certain qualifying repairs where specified timescales are not met.

The Right to Repair Scheme generally applies to small urgent repairs that may affect the health, safety or security of the resident and where the estimated cost of the repair does not exceed £250. 

The Council must be provided with reasonable access to inspect and complete the repair before any rights under the scheme can apply.

Not all repairs qualify under the Right to Repair Scheme and the Council will advise residents where the scheme applies.

• Where requested, the Council will provide information relating to:
• Whether the repair qualifies under the Right to Repair Scheme.
• The target timescale for completion.
• The arrangements for carrying out the repair.
• The name of any contractor appointed to undertake the work.
• What action can be taken if the repair is not completed within the prescribed timescale.
• Any other relevant information relating to the repair.

Residents who believe a qualifying repair has not been completed within the prescribed timescale should contact the Repairs Call Handling Centre in the first instance so that the Council can review the circumstances and advise on the next steps. 

Tenants are responsible for taking reasonable care of their home and complying with the conditions of their Tenancy Agreement.

Tenants are responsible for reporting repairs promptly and taking reasonable steps to prevent further damage where safe to do so.

Tenants are responsible for repairs and maintenance identified within the Tenant Handbook, Tenancy Agreement and associated Council policies as their responsibility.

Tenants must provide reasonable access for repairs, inspections, safety checks and servicing appointments.

Tenants must obtain written permission before undertaking any alterations, improvements or additions where permission is required by the Council.

The Council may recharge tenants for repairs arising from neglect, misuse, deliberate damage or unauthorised alterations in accordance with the Rechargeable Works Policy.

The Council will prepare empty properties in accordance with its Lettable Standard prior to being offered for occupation.

The Lettable Standard sets out the condition that a property must achieve before a new tenancy commences and ensures that homes are safe, secure, clean and contain functioning services. 

Prior to re-letting, properties will undergo appropriate inspections and remedial works to ensure that they meet the requirements of the Lettable Standard and relevant health and safety obligations. 

Where damp and mould is identified within a void property, the Council will investigate and address the underlying cause in accordance with the Council's Damp and Mould Policy and associated procedures prior to re-letting wherever reasonably practicable.

The Council will seek to complete all necessary repairs before a property is re-let. However, in exceptional circumstances, a property may be offered before all works have been completed where this is considered appropriate and does not compromise resident safety.

Examples may include:

•    Urgent housing need.
•    Delays in obtaining specialist materials or components.
•    Works forming part of a planned improvement programme.

Tenants remain responsible for internal decoration except where otherwise provided for within the Lettable Standard or associated Council schemes.

The Council undertakes planned maintenance and improvement programmes to maintain its housing stock, ensure homes remain safe and compliant, and improve the quality and sustainability of its properties. 

Planned maintenance programmes help the Council replace building components and undertake improvement works before failure occurs, reducing the need for reactive repairs and providing better value for money.

The Council will use stock condition information, compliance requirements, property performance data and available resources to inform planned maintenance and investment decisions.

Planned maintenance works may include, but are not limited to:

•    Roof replacements and repairs.
•    Window and door replacements.
•    Kitchen and bathroom replacements.
•    Heating system upgrades.
•    Electrical improvements.
•    Energy efficiency improvements.
•    External fabric repairs and decorations.

Where appropriate, works may be grouped together and delivered as planned programmes to improve efficiency, reduce costs and minimise disruption to residents.

Residents will be provided with information regarding planned works affecting their home and will be consulted where appropriate.

The Council is committed to ensuring that its homes remain safe, compliant and fit for occupation.

To meet its statutory and regulatory obligations, the Council will undertake periodic servicing, testing, inspections and compliance activities to building elements and safety systems within its housing stock.

The Council will arrange appointments to undertake Property Health and Safety Checks and any associated servicing, inspections or testing required by legislation, regulation or good practice.

Compliance activities may include, but are not limited to:

• Gas servicing and safety inspections.
• Electrical inspections and testing.
• Smoke alarm and carbon monoxide alarm inspections.
• Heating, hot water and ventilation system inspections.
• Fire safety inspections.
• Any other statutory or regulatory compliance requirements. 

Residents are required to provide reasonable access for servicing, testing, inspections and associated remedial works.

Where access is not provided, the Council will take reasonable steps to gain access and may take further action where necessary to fulfil its legal obligations and ensure resident safety.

The Council will take account of individual circumstances, vulnerabilities and reasonable adjustment requirements when arranging compliance activities and access appointments.

Failure to provide access may result in the Council taking enforcement action and seeking recovery of any associated costs where permitted by law and Council policy.

On occasion, repairs, maintenance works or property conditions may make it unsafe or unreasonable for residents to remain in their home whilst investigations, repairs or improvement works are undertaken.

Where necessary, the Council may consider temporary accommodation or decant arrangements in accordance with its Decant Policy.

Decisions regarding temporary accommodation or decants will be based upon the nature of the works required, health and safety considerations, identified vulnerabilities and the individual circumstances of the household.

Where a temporary move is required, the Council will seek to minimise disruption to residents and provide appropriate information and support throughout the process.

Further information regarding decants and temporary accommodation can be found within the Council's Decant Policy.

The Council may provide a range of aids and adaptation works to support residents to live safely and independently within their homes. Such works are subject to eligibility, available funding and resources. In the vast majority of cases, adaptation requests will only be considered following receipt of an Occupational Therapy assessment or other appropriate professional recommendation.

Aids and adaptations may include:

Minor adaptations

• Grab rails
• Additional stair rails
• Half steps

Major adaptations

• Access ramps
• Level access showers
• Stair lift installations
• Property alterations and extensions

The council will consider individual circumstances, vulnerabilities and housing needs when assessing requests for aids and adaptations.

Further information regarding eligibility, assessment and delivery arrangements can be found within the Council's Aids and Adaptations Policy.

Tenants wishing to make alterations, improvements or additions to their home must obtain the Council's written permission before any works commence where permission is required under the terms of their Tenancy Agreement. 

Requests for improvements and alterations will be considered on their individual merits, taking account of factors including health and safety, property condition, technical suitability, statutory requirements and the long-term management of the housing stock. 

Any approved works must be completed at the tenant's expense and to a satisfactory standard using appropriately qualified persons where required. 

Tenants will normally be responsible for the future maintenance, repair and replacement of any alterations, additions or improvements that they have installed unless otherwise agreed in writing by the Council.

The Council may refuse permission where the proposed works could:

• Compromise resident safety
• Adversely affect the structure or condition of the property
• Impact upon future maintenance or improvement programmes
• Invalidate warranties, guarantees or regulatory compliance requirements
• Conflict with the Council's policies or statutory obligations

The Council reserves the right to inspect approved works during and after completion to ensure that the required standards have been achieved.

Where alterations or improvements have been undertaken without permission, or are not completed to a satisfactory standard, the tenant may be required to undertake corrective works, remove the alteration or reimburse the Council for any associated costs incurred. Where alterations, additions or improvements are required to be returned to the original standard upon termination of the tenancy and this has not been completed by the tenant, the Council may undertake the necessary works and recharge the associated costs in accordance with the Rechargeable Works Policy.

The Council will seek to recover costs where repairs, maintenance works or services are required as a result of tenant neglect, misuse, deliberate damage, unauthorised alterations or failure to meet responsibilities set out within the Tenancy Agreement.

Rechargeable costs may arise during a tenancy or following termination of a tenancy where works are required to rectify damage, reinstate unauthorised alterations, remove belongings, clear rubbish, address garden maintenance issues or return a property to the required standard.

The Council may also recharge costs where repairs or works are required as a consequence of actions or omissions by tenants, members of their household, visitors or pets. 

Where alterations or improvements have been undertaken without permission, or are not completed to a satisfactory standard, the Council may require corrective works to be undertaken and may seek recovery of any associated costs incurred.

Where alterations, additions or improvements are required to be returned to the original standard upon termination of the tenancy and this has not been completed by the tenant, the Council may undertake the necessary works and recharge the associated costs in accordance with the Rechargeable Works Policy.

The Council will apply rechargeable costs fairly, reasonably and consistently and will provide information regarding any recharge that is being pursued.

Further information regarding rechargeable works, appeals and recovery arrangements can be found within the Council's Rechargeable Works Policy.

Once a Right to Buy application has been received, the Council will continue to undertake statutory, compliance and essential repairs in accordance with its legal obligations. 

Following receipt of a Right to Buy application, the property will be valued, and the valuation will reflect the condition of the property at the time of valuation. 

The Council may defer or suspend certain planned maintenance; improvement works and component replacement programmes whilst a Right to Buy application is being progressed. This may include works such as kitchen replacements, bathroom replacements, window renewals or other major improvement works.

Where a Right to Buy application is completed and the property is purchased, any outstanding repair obligations will be reviewed in accordance with the terms of the sale and relevant legislation.

If a Right to Buy application is withdrawn, it will remain the responsibility of the tenant to notify the Council of any outstanding repair issues or previously deferred planned maintenance works.

Any outstanding rechargeable costs must be settled in accordance with the Council's Rechargeable Works Policy and Right to Buy procedures. 

Further information regarding the Right to Buy process can be obtained from the Council's Right to Buy team.

The Council is committed to delivering high-quality repairs and maintenance services and will regularly monitor performance to ensure services remain effective, efficient and customer focused.

Performance information will be used to assess service quality, identify opportunities for improvement and support informed decision making.

The Council will monitor a range of performance indicators relating to repairs, maintenance, customer satisfaction, service standards and regulatory requirements.

Performance monitoring may include measures relating to:

• Repairs completed within target timescales.
• Emergency response performance.
• Customer satisfaction.
• First time fix performance.
• Damp and mould performance.
• Complaints and service requests.
• Tenant Satisfaction Measures (TSMs).
• Compliance and property safety activities.

Performance information will be reviewed regularly and used to drive continuous service improvement and improve outcomes for residents.

The Council will seek feedback from residents and will use customer insight, complaints, compliments and lessons learned to review and improve service delivery.

Further information regarding service standards and performance measures may be published through the Council's performance reporting arrangements and resident communications.

The Council recognises that complaints, compliments, customer feedback and service reviews provide valuable opportunities to improve service delivery.

Learning from complaints and customer feedback will be used to identify trends, address service failures and improve repairs and maintenance services.

Where appropriate, improvements may be made to policies, procedures, service standards, training programmes or operational practices.

The Council is committed to promoting a culture of continuous improvement and will seek to share lessons learned across relevant service areas.

Service improvements resulting from complaints, customer feedback or performance monitoring may be communicated to residents through appropriate resident engagement and performance reporting arrangements.

The Council is committed to delivering a high-quality repairs and maintenance service and aims to resolve concerns promptly and effectively wherever possible.

Where residents are dissatisfied with the repairs and maintenance service they have received, they are encouraged to raise their concerns with the Council at the earliest opportunity so that issues can be investigated and resolved.

Complaints relating to repairs and maintenance services will be managed in accordance with the Council's Housing Complaints Policy and associated procedures.

The Council will investigate complaints fairly, objectively and in accordance with the Housing Ombudsman Complaint Handling Code and any applicable regulatory requirements.

The Council welcomes complaints, compliments and customer feedback as an important source of learning and service improvement.

Residents who remain dissatisfied following completion of the Council's complaints process may refer their complaint to the Housing Ombudsman Service.

Further information regarding housing complaints can be found within the Council's Housing Complaints Policy and on the Council's website.

The Council is committed to ensuring that repairs and maintenance services are delivered fairly, consistently and without discrimination.

In developing and implementing this Policy, the Council will have due regard to its obligations under the Equality Act 2010 and will consider the needs of residents with protected characteristics, vulnerabilities or additional support requirements.

The Council will seek to identify and address any barriers that may prevent residents from accessing repairs and maintenance services and will consider reasonable adjustments where appropriate.

An Equality Impact Assessment (EIA) has been undertaken for this Policy and will be reviewed periodically alongside the Policy review process.

The Council will ensure that this Policy remains relevant, effective and compliant with current legislation, regulatory requirements and good practice.

The implementation and effectiveness of this Policy will be monitored through performance management arrangements, customer feedback, complaints, service reviews and other relevant monitoring processes.

The Council will periodically review this Policy to ensure that it continues to support the delivery of high-quality repairs and maintenance services and meets the needs of residents.

This Policy may be reviewed and updated where changes occur to legislation, regulatory requirements, service delivery arrangements or Council priorities.

Responsibility for the strategic oversight and implementation of this Policy rests with the Housing Operations Service.