Responsive Repairs Policy

Contents

1.0 Introduction and scope

1.1 Feedback and improvement

1.2 Complaints

2.0 Wandle’s repair service and responsibilities

2.1 Wandle’s approach

2.2 Customer responsibilities

2.3 Repair Timescales and appointment slots

2.4 Communal areas

2.5 Repairs to properties let on a long lease or ownership

2.6 Domestic abuse

2.7 Defects in newly built homes

2.8 Pests

2.9 Disrepair

2.10 Right to repair

2.11 Aids and adaptations

3.0 Roles and responsibilities

4.0 Equality and Diversity

5.0 Appendix 1

1.0     Introduction and scope

This Repairs and Maintenance Policy has been developed in line with Wandle’s values, which are:

• Think customer
• Build relationships
• Work together
• Aim high
• Own it

It will ensure that actions we undertake will be underpinned by our vision of:

“Homes to be proud of and services you can trust”

This policy applies to general needs, supported housing and all communal areas of stock owned and managed by Wandle, including leasehold and shared ownership properties.

This policy covers our responsive repairs responsibilities and should be read alongside
the following policies:
 Planned and Major Works Policy
 Damp and Mould Policy
 Aids and Adaptations
 Gas Safety
 Electrical Safety
 Empty Homes

This policy sets out how Wandle will ensure that we provide an effective and efficient
responsive repairs service within our customer’s homes and communal areas.

It also covers right to repair, disrepair and pest control. Wandle will provide a repairs service
which both meets our landlord service obligations and agreed service standards.

1.1 Feedback and improvements

Wandle is committed to ensuring our customers’ voices are listened to within our repairs service and across our organisation. Methods include:

 Customer satisfaction surveys (including the TSM surveys) where levels of
satisfaction will be measured and analysed by customer profile when systems
allow.
 Customer journey mapping.
 Customer focus groups.
 Internal Audits.
 Scrutiny exercises.
 Research and discussion around sector best practice.
 Feedback from complaints about repairs.
 Customer feedback at Community Days.
 Feedback directly from the repairs team as part of ‘Toolbox Talks’ and team
meetings.

1.2 Complaints

Wandle is dedicated to ensuring a positive complaints culture on the occasions that
customers are not happy with our repairs service. We want to ensure that where
customers aren’t happy and chose to express this through a complaint that we look to
respond to these complaints promptly, courteously and ensuring we listen to our
customers to ensure that all elements of the complaint are responded to, with plans in
place to resolve outstanding issues. Complaints will be dealt with in accordance with our
complaints policy.

We will ensure that we learn from complaints where appropriate to improve our repairs
service and the overall experience for our customers.

2.0     Wandle’s repair service and responsibilities

2.1         Wandle’s approach

We will:
 Ensure our customers’ homes are safe, warm and secure.
 Make reporting repairs as straight forward as possible, through a multitude of
channels.
 Complete repairs as in as few visits as possible and to a high quality.
 Keep our customers informed of the progress of their repairs, including any
changes or follow on works. Follow on works will be rebooked on site with the
customer where possible.
 Where Wandle is responsible for the repair, make appointments at a mutually
convenient time, at the time the repair is reported for all internal non-emergency
works and pre-inspections.
 Treat customers and their homes with courtesy and respect.
 Clean up after work and follow safe working practices
 Rebook any appointment cancelled by Wandle at the customers convenience.
We will also make every effort to inform the customer of potential changes to an
appointment at the earliest opportunity
 Jobs will be closed when all appointments relating to that item of work are
completed.
 Only use contractors who are committed to providing high quality work and are
suitably qualified and experienced to complete the work they have been asked to
do.
 Ensure we take steps to recognise any additional support requirements our
customers may have, and where necessary make reasonable adjustments to our
approach to support these and ensure your customers have equitable access to
our services.

2.2 Customer responsibilities

Customers can report repairs by phone, by email, through their MyWandle account or in
person to a member of staff.

The rights and responsibilities of Wandle and Customers are addressed in the Tenant’s
Handbook. These are consistent with legal requirements. However, customers also
have an obligation within their tenancy agreement to report essential repairs to homes
and communal areas to Wandle. Customers must provide access for us to undertake
these repairs as part of mutually agreed appointments.

Where customers refuse access for essential repairs, Wandle will use appropriate
methods to ensure the completion of all necessary work, in line with our Health & Safety
responsibilities and/or tenancy agreement. We have the right in law to reasonable
access with notice and this is covered by the No Access Framework.

Wandle maintains buildings insurance which covers damage to our buildings, but not
customers’ contents. Claims for damage to customers or other third-party possessions
will only be considered where there is a clear legal liability or where Wandle could have
reasonably foreseen the need for repair and failed to act.

In other circumstances it is the responsibility of the customer to make a claim under their
home contents insurance. For this and other reasons we encourage all customers to
obtain home contents insurance.

2.3 Repair timescales and appointment slots

Details of what will be considered an appointed or emergency repair can be found in the
appendix 1 of this policy.

Heating and hot water
Repairs to gas heating and hot water will be carried out by Gas Safe Engineers and will
be carried out in line with our Gas Safety Policy. Where repairs are required to electrical
boilers or storage heaters, these will be carried out by our repairs team or where
required an approved servicing contractor in line with appropriate above timescales.
In some cases, a customer’s heating and hot water may be delivered by a managing
agent. Where this is the case, we will make clear to customers where Wandle or a third
party are responsible for any necessary repairs and will ensure customers are either
signposted to agent responsible for the repairs or where necessary Wandle will contact
them directly.

Appointment Slots
Wandle’s appointment slots are Monday – Friday between:
 8am -11 am
 11 am-2 pm
 2 pm – 6 pm

If an appointment has been cancelled by Wandle, every effort will be made to rebook the
appointment at the customers convenience. We may, at our discretion, and in agreement
with the customer, book in slots for Saturday morning and for Wednesday evening, this
will generally be where we have had to move an appointment.

We will provide either a text/call messaging service to remind customers of the
appointment and ring when we are on the way, to ensure availability.

If a customer is not present the repair will be rebooked and we will leave a no access
card, with instructions for the customer on how to rebook the appointment.

Appointments for inspection will be made where possible at point of contact and will be
undertaken by suitably qualified personnel.

Out of Hours repairs
 Between 6pm and 8am

Generally, only emergency repairs will be undertaken out of hours (OOH), and these will
be where there is a direct risk that cannot wait until normal operating hours. The work
will be limited to making the problem safe and returning to complete during normal
working hours. It is essential that the repair diagnosis and triaging approach ensures that
only appropriate jobs are referred for OOH work.

2.4 Communal areas

Wandle is responsible for repairs that are necessary to any communal areas.

We encourage customers to report any repairs identified in communal areas. We will
regularly inspect communal areas and the external areas of estates as part of estate
inspections. Any repairs identified will be recorded, completed and the outcome
reported. We will check that an insurance claim has been investigated to potentially
cover the cost of cleaning and remedial work and inform customers about this, including
any excess that may need to be considered for inclusion in service charges.

If we require a customer to provide access for a communal repair to be carried out, we
will always book a specific appointment convenient to the person providing access.
Occasionally communal repairs may be temporarily remedied, and the remaining work
will be included as part of a planned programme. Affected customers will be notified if
this is the case.

Where third parties such as managing agents or superior landlords have responsibility
for these repairs, Wandle will communicate and work closely with them to ensure the
service received by customers is within Wandle’s standards.

2.5 Repairs to properties let on a long lease or shared ownership

We will undertake repairs to leaseholders’ and shared owners’ properties where there is
a contractual or other legal obligation to do so. In most circumstances, the
leaseholder/shared owner is responsible for repairs to internal building components
(such as internal doors) subject to lease agreement specifics and services inside the
property. Wandle is responsible for maintaining the structure, common parts, and supply
of services to each flat, except where these are covered by a superior landlord or
managing agent.

Leaseholders and shared owners are required to pay a proportion of the cost of repairs
and maintenance to the structure and exterior of the block and the common parts as set
out in the lease.

2.6 Domestic abuse

To safeguard a survivor of domestic abuse, we may undertake additional repairs or
adaptations that may fall outside our normal repairs service standard. Such measures
might include security lights, extra locks, and fireproof letter boxes. In some cases, we
will work with partner agencies to deliver these. We will treat any security related repairs
that are related to a case of domestic abuse as emergency repairs.

2.7 Defects to newly built homes

We will ensure that the priorities outlined above will also apply in cases where a defect
arises in a newly built home. However, in these circumstances for a period after the
customers first move in, it is normally necessary for the contractor who built the property
to investigate and remedy the defect, as specified in the building contract defects liability
period. In these circumstances it is not always possible to complete works to the time
periods outlined in this section. Repairs covered as part of the defect process are
included as part of appendix 1 of this policy.

2.8 Pests

In general, it is the customer’s responsibility to deal with pests in their own properties.
However, we will deal with infestations that are due either to:

 A defect in the property allowing entry to the pest or providing an environment
which causes it to spread or thrive. Where the customer has taken reasonable
steps for a sustained period to deal with the infestation, but these have failed,
and where appropriate, we will inspect to assess whether a defect may be the
cause
 The infestation having clearly spread from a communal area
 It is part of a wider infestation affecting multiple properties in a block
When customers report pest problems, we will recommend appropriate actions to
them which may involve our Neighbourhood and Estate services team.

2.9 Disrepair

Wandle has a statutory obligation to keep our properties in a state of good repair.
Wandle’s repairs and maintenance service serves to mitigate against any potential
disrepair. Customers, colleagues, and contractors must promptly report to us any repairs
that we are responsible for. Wandle colleagues and contractors are expected to notify
the relevant teams where a disrepair is anticipated.

Generally, Wandle cannot be held liable for disrepair until we have been notified of the
need for a repair and have had a reasonable period to undertake the required repairs.
Any claims for disrepair will be dealt with in line with our disrepair procedure and in house Legal Services team

2.10 Right to repair

We give the right to repair, in line with the Secure Tenants of Local Housing Authorities
(Right to Repair) Regulations 1994, to all our customers.

2.11 Aids and adaptations

Aids and adaptations may cover improvements necessary in a property to help a
customer remain independent. The adaptation may be because of a disability or a
customer needing more help as they get older or to help them recover from a stay in
hospital. The adaptation may be minor such as a handrail fitting, or it could be a major
adaptation such as taking out a bath and installing a level access shower facility.
Minor adaptations are carried out by us in line with our Aids and Adaptations Policy.

3.0     Roles and responsibilities

Wandle will provide a repairs service which both meets our landlord service obligations and agreed service standards, while ensuring that tenants are provided with a safe and decent home that they can be proud of and a repairs service they can trust. To achieve this, we will:

Head of Repairs
The Head of Repairs is the policy owner and is responsible for ensuring this policy is
effectively implemented across Wandle and across all teams. In addition to this the Head
of Repairs is responsible for managing the repairs service and ensuring that we meet the
service standards set out in this policy.

Head of Property
The Head of Property is responsible for overseeing works that fall into the Planned and
Major Works category which is covered by a specific policy.

Repairs Service Managers (RSM)
Service delivery is configured over two geographical area (West and East) each led by
an RSM and supported by a supervisor. The RSM is responsible for operational
oversight and performance management in respect of KPI’s and key financial metrics for
their area.

All repairs’ colleagues
Repairs colleagues, including our contact centre staff are responsible for logging,
recording and scheduling repairs, ensuring that they are aware of repairs that are Wandle’s responsibility and for appropriately managing customers’ expectations on the
timescales of repairs.

Neighbourhood and Estate Services colleagues
These colleagues may be the first point of contact with customers and are able to raise
repairs directly, liaising with repairs colleagues to ensure a satisfactory outcome.

All Wandle Colleagues
All Wandle colleagues are responsible for reporting and raising repairs where they
identify them when out on site or in our customer’s homes.

4.0         Equality and Diversity

Equality & Diversity is central to our business; promoting fairness and opportunity for
customers and colleagues; helping provide the best services shaped by and for
customers; and right for recruiting and developing our colleagues.

We are committed to celebrating diversity. To ensure equal access to our services is
available, Wandle will comply with the Equality Act 2010 and all other legislative
requirements relating to equality. We will work to avoid exclusions or restrictions that are
not appropriate to the housing and support needs of our customers and that may lead to
discrimination. We will endeavour to ensure that all customers receive a consistent level
of quality service.

Equality Consideration
Under the Equality Act 2010 Wandle must consider whether our policies adversely affect
our customers and/or colleagues.
The following table identifies whether this policy disproportionately impacts upon any
individuals regarding the key protected characteristics, as identified in the Act:

As this policy may impact upon individuals regarding one or more of these protected
characteristics, an Equality Impact Assessment (EIA) has been completed and is held on
file.

5.0     Appendix 1

5.1 Appointed Repairs
Appointed repairs are all repairs which do not qualify as emergency and are dealt with
by appointment. These include but are not limited to:
 Minor leaks and blocked drains and pipes
 Faulty electrical fittings and minor electrical faults
 Repairs to outside walls
 Repairing and replacing individual kitchen units
 Replacing door and window furniture (if there is no safety or security risk)
 Repairs to plasterwork
 Replacing wall and floor tiles
 Other minor plumbing work and replacing taps
 Repairing and clearing guttering and down pipes
 Minor roof repairs
 Partial loss of water or electricity
 Partial loss of lighting to communal areas
 A complete loss of heating in the summer (1st April to 31st October) where no
alternate heat source is available.
 A complete loss of hot water during the summer (1st April to 31st October) – This
may be escalated to an urgent repair at our discretion.
 Partial loss of hot water or space heating in the winter heating season (temporary
action may include the provision of temporary heating)
 Blocked sink, bath or basin inside the dwelling unless the customer has been
unable to resolve the blockage with commercially available products
 Containable water leaks
 A tap that cannot be turned
 Door entry system is not working
 Extractor fan broken in internal bathroom or kitchen
 Leaking roofs (emergency works may be required dependent upon severity.)
5.2 Emergency Repairs
Emergency repairs: are those that are necessary to avoid danger to occupants or
similar serious effects on people, or serious damage to the property. This may only
mean making the property safe. They include, but are not limited to:
 A water leak that cannot be contained
 Total loss of electricity or water supply
 Fire damage and flooding
 Major structural damage
 Serious blockages to main drains (or blocked or broken toilet if it is the only one
and where the customer has attempted to clear the blockage)
 A complete loss of heating in the winter (October 31st – 31st March) where no
alternate heat source is available (emergency action may include the provision of
temporary heating)
 A complete loss of hot water during the winter months
 Any loss of lighting to communal areas
 Make safe dangerous structures, such as access paths and paving, walls,
parapets, ceilings staircases etc
 Loose or detached handrail, banister or similar item
 Insecure external doors or windows
 Unsafe electrical lighting or other fittings
 A blocked flue or unintended release of gas
 It may be necessary to return at a later date to complete a full repair for which a
further appointment would be made. This would be treated as a non-emergency
repair or where necessary we will upscale this to an urgent repair and look to
complete within seven days.