Repairs and maintenance policy
Repair categories
To help deliver an efficient and cost effective service, repairs will be prioritised according to the nature of the work involved. This means that repairs required as a result of component failure or breakdowns that put tenants’ health and safety, or the property, at risk will be dealt with faster than those that can safely wait. Prioritisation will also reflect the vulnerabilities of the tenant and current weather conditions. Our current repair categories are:
|
Priority |
Time taken |
|---|---|
|
Emergency |
24 hours |
|
Urgent |
5 working days |
|
Routine |
20 working days |
|
Major works |
45 working days |
Emergency repairs
These are repairs that need to be carried out to avoid serious danger to the health and safety of the occupants or where a failure to carry out the repair could cause extensive damage to the property. These repairs are to make it safe. If further investigation is required, then follow reports will be ordered.
Examples of emergency repairs would include loss of all electrical power to the building, loss of all heating and hot water, blocked toilets or insecure main entrances to the building, or any issue that is defined as at Category (CAT) 1 Hazard according to The Housing Health and Safety Rating System (HHSRS), a CAT 1 hazard is where there is a serious and immediate risk to a person's health and safety for example where there is a risk or electric shock .
Urgent repairs
These are repairs that may affect the comfort of tenants and may cause damage to the property if not carried out urgently.
Examples include a leaking roof, blocked sink, bath or basin, or any urgent repair that is not defined as a CAT 1 HHSRS Hazard.
Routine repairs
Routine repairs are defined as work requested by the tenant to existing elements of their property due to fair wear and tear.
Examples of routine repairs include easing an internal door or clearing an overflowing gutter.
Major work repairs
Major work repairs refer to those where the work is more involved than a standard day- to-day repair and involves the replacement of elements of the building which need planning but where these works are not included in a forward-planned programme.
Examples of long term repairs include replacement of all the gutters on a property, replacement of fascias and / or soffits and damp proofing works.