Responsive repairs

1. Statement of intent

1.1 Woking Borough Council aims fully and effectively to discharge its obligations to its tenants to carry out responsive repairs as required by legislation and set out in its tenancy agreement.

1.2 The Council seeks to offer its tenants a high quality, customer orientated service. It will:

(i) operate an appointments system for the carrying out of repair work

(ii) ensure that all contractors undertaking housing repairs abide by a code of conduct designed to ensure high standards of customer care

(iii) aim to adhere to the priority timescales described in this policy for the completion of repair work

(iv) ensure that tenants are aware of the priority timescales

(v) monitor tenant satisfaction with the repairs service, and ensure that any complaints about the service are investigated promptly

(vi) ensure effective liaison with Residents' Associations and other tenant groups.

(vii) it will offer compensation for service failure

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2. Detail

2.1 The Council's repairing obligations, and those of the tenant, are set out in the conditions of tenancy.

2.2 Where a tenant is unsure of the exact nature of the repair required, an appointment for an inspection will be arranged to determine what work is necessary.

2.3 The repair priority time scales are:

R1 Out of Hours and Making Safe - within 2 hours of report.

R2 Emergency/Urgent - on the day of report to include carried over work from the out of hours service.

R3 Routine - All other repsonsive repairs to be completed within 15 working days of report.

P Programmed - all other repairs wintin capital programme.

2.4 The Council will aim to complete all repairs within the timescales specified. Woking Borough Council has adopted and aims to work to the Secure Tenants and Local Authorities (Right To Repair) Regulations 1994. This entitles the tenant to compensation if a repair is not completed within the stipulated timescales.

2.5 All work to be undertaken will be confirmed to the tenant by letter. Tenants will be asked to say whether or not the work was completed satisfactorily. Where tenants express dissatisfaction, a surveyor will investigate and any remedial work required will be undertaken.

2.6 The Council may agree to carry out work which is the responsibility of the tenant, if requested to do so by the tenant. The tenant will be advised of the estimated cost of the repair which includes an administration fee and VAT. This charge must be accepted in writing and full payment made before any work is undertaken unless a matter of Health and Safety. In these cases payment in full in advance can be waived and a suitable arrangement for payment can be made.

2.7 If a tenant fails to carry out a repair caused by their negligence or that is their responsibility under the tenancy agreement, the Council will inform the tenant that the work will be undertaken, stating the cost and giving the tenant a further opportunity to carry out the repair. If the work still remains outstanding the Council will undertake the work and recharge the cost of doing so to the tenant.

2.8 Woking Borough Council recognises its legal responsibility to make good decorations if these are damaged after repairs have been carried out. Often tenants wish to take the opportunity of undertaking the decorations themselves. In these circumstances, decorating vouchers will be issued, which tenants can use to cover the cost of materials from specified DIY stores.

2.9 Woking Borough Council will inform tenants of their right to compensation for certain qualifying improvements introduced in the Secure Tenants of Local Authorities (Compensation for Improvements) Regulations 1994. The Council will ensure that claims are dealt with promptly when a tenant moves from their home.

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3. Key targets / standards

3.1 The percentage of urgent repairs completed on target.

3.2 Levels of tenant satisfaction on responsive repairs to be at least 90%.

3.3 Average time taken to complete non-urgent responsive repairs to be less than 15 working days.

3.4 Percentage of repairs completed on first call to be more than 80%.

Date approved: 18 September 1995
                              23 March 2005

Date Amended: 8 January 2004
                                  March 2005 (Amalgamation 17 Rechargeable Works)     Ammended may 2009

March 2005 (Amalgamation 77 Forced Entry to Property by Police)
March 2005 (Amalgamation 6 Right to Repair)
March 2005 (Amalgamation 13 Decorations)
March 2005 (Amalgamation 12 Right to Compensation for Improvement)March 2005 (Amalgamation 37 Disqualification on Grounds of Rent Arrears)
February 2008