Repair Code of Conduct

This Code of Conduct produced by the Repairs Panel, is designed for all repair tradesmen working in your home. It explains the minimum standards to be reached to minimise inconvenience to you, caused by the work they carry out.

 All tradesmen are aware of the Code's requirements and have agreed to conform to it.

The main points are:

• Visits should be made at reasonable times, except in emergencies. Working hours are to be between 8 am and 5 pm Monday to Friday. No weekend work or work outside these hours will be permitted without the Council's authorisation and your agreement. Where work is likely to cause major disruption to you, no less than 72 hours notice will be given before work starts.

• Where possible, appointments will be offered for repairs. Every effort is made to keep appointments. In the event that we are unable to attend an appointment, the tradesman is expected to:

i) apologise to you as quickly as possible (preferably before the appointment time)

ii) explain the reasons why the appointment cannot take place

iii) make a new appointment at the your convenience

iv) ensure that the subsequent arrangement is kept.

• All tradesmen will have an identity card. Identity cards should be shown to you, irrespective of whether you ask to see the card or not. If you are ever in doubt about the validity of an ID card you should not let the tradesman into your property and you should report your concern to the Council immediately.

While working in your homes, high standards of behaviour are essential.

We expect tradesmen to be:

• friendly

• helpful

• polite

• and ensure that their presence does not cause you any undue inconvenience or offence.

Whilst carrying out work:

• tradesmen will ask your permission to enter the property, including the garden, on each occasion.
• We will endeavour to protect all belongings. We will cover your furniture and carpets with dust sheets in order to protect them. You will be requested to move any breakable or valuable items to a safe place before the work starts.

• Equipment, materials, or tools should not be left in a hazardous or inconvenient position at the property and then only with your agreement.

• Tradesmen are expected to use their own equipment. They should not ask to borrow any items from the you  e.g. ladders, torches etc.

• If a hazard is created by the work, then the tradesmen must ensure that adequate warning is given. Particular attention needs to be given to young children and the elderly.

• If parts are required for a job and these are not readily available, then you should be advised of this and given an indication of the likely time scale for the final repair. An alternative access arrangement may also be required.

• All builders refuse produced as a result of the repair should be removed from the site as the work proceeds and totally cleared on completion.

• When the job is finished, the tradesman should make sure you are satisfied with the quality of work and check that all services are in working order. A Customer Satisfaction Form will subsequently be sent to you which provides an opportunity for you to advise the Council about how you think the repair was carried out and your level of satisfaction.

If you would like more information about the Repair Code of Conduct, please contact Tenant and Leaseholder Services on 01483 743830 or email T&L@woking.gov.uk