Repairs & Maintenance Policy

2022 - 2025

Monitoring and review

Document owner	Approved by	Authorised by	Effective date	Review date
Shaun Mulloy, Head of Repairs & Maintenance	Ian Gardner, Director – Property Services

Document history

Version	Summary of changes	Document status	Date
V1.0	Draft for consultation	Archived	Feb 2022
V2.0	Post Customer Consultation	Live	July 2022

1.0 Background

This policy sets out Wolverhampton Homes’ approach to Repairs and Maintenance and how the company will fulfil its responsibilities and duties to ensure the homes and assets, under its management control, remain safe and serviceable for its residents, communities and colleagues.

This policy forms part of a suite of documents that underpins the company’s Building Safety Strategy, as below;

The scope of this policy includes all areas of repairs and maintenance to existing assets and components, that are the responsibility of Wolverhampton Homes to maintain.

The Strategic Assessment Management Plan and the City of Wolverhampton Council’s investment programmes set out investment priorities where key components have reached the end of the expected lifecycle and/or are beyond uneconomical repair. In addition, separate programmes or policies may exist where homes or estates require major improvements, upgrading or demolition.

2.0 Statement of Intent

Wolverhampton Homes considers health and safety as paramount and takes its responsibilities seriously. This policy outlines the company’s responsibilities and legal obligations prescribed within the Health and Safety at Work Act 1974, and associated specific & themed regulations and guidance documents, with the aim of eliminating risks where reasonably practicable and managing any residual risks to all affected persons.

This policy demonstrates the company’s commitment to ensure compliance with all legal, regulatory and statutory requirements associated with the repairs and maintenance with all homes, communal areas and assets managed by Wolverhampton Homes.

Wolverhampton Homes will endeavour to carry out effective repairs at the time agreed with the tenant in a safe and effective manner.

All colleagues and contractors working within the field of repairs and maintenance will be competent to effectively manage and deliver each area of activity within the scope of this policy.

3.0 Scope

This policy sets out how property repairs and maintenance related service requests, submitted by tenants or colleagues or partners, will be managed to meet statutory & regulatory standards. The policy balances the efficient delivery and maintains value for money to meet the needs of the tenant(s) and ensure homes are appropriately maintained, remain safe, secure and functionable.

The main aims of the policy are to:

• Meet minimum housing standards and regulatory requirements, particularly the Home Standard of the Regulatory Framework
• Ensure compliance with statutory instruments for housing including, Homes (Fitness for Human Habitation) Act 2018, Housing Act 2004, etc.
• Maintain properties to the Decent Homes Standard
• Meet contractual requirements set out in the Tenancy Agreement or Lease
• Deliver a cost effective and customer focused service
• Undertake as many repairs as possible as planned or packaged work to deliver improved value for money
• Allocate requests for repairs to a category based on information provided by the tenant, but at the final discretion of Wolverhampton Homes

The Regulator of Social Housing defines ‘Consumer Standards’. Its role is to intervene where failure to meet the standards has caused, or could have caused, serious harm to tenants. This policy sets out how Wolverhampton Homes will ensure compliance with the relevant Consumer Standards.

Responsive Repairs Definition

Responsive Repairs are defined as service requests made by the tenant to existing elements/components of the property.

Responsive Repairs are not part of:

• Planned cyclic maintenance, e.g. lift maintenance, electrical testing, gas servicing or cyclical painting
• Planned work, e.g. external painting, guttering or fencing repairs
• Planned and programmed work, e.g. plastering, guttering, extensive roof repairs, paving and fencing repairs etc.
• Planned improvements, e.g. new kitchens, bathrooms, rewiring, heating upgrades
• Void Refurbishments (work to empty homes)
• Aids or Adaptation works to support occupants continuing to live in their homes

4.0 Requesting Repairs

Tenants will be offered a range of ways to make requests for repairs including:

• Via telephone, calls received outside normal office hours will process emergency service requests only
• Via self-serve on Wolverhampton Homes Website
• Via webchat via Wolverhampton Homes Website
• Via e-mail
• In writing to Wolverhampton Homes head office

Tenants will be encouraged to use digital channels to make service requests for repairs but a range of communication methods will be available to meet the needs of our diverse communities.

5.0 Landlord and Tenant Responsibilities

The Landlord and the tenant have different responsibilities in relation to repairs. It will be made clear to the tenant at the time they request a repair whose responsibility it is. Responsibility will be determined in accordance with the Tenancy Agreement. Where a repair is the tenant(s) responsibility, wherever possible, the tenant will be signposted to another organisation that could help, which would be at the tenant’s own expense. Alternatively, Wolverhampton Homes will undertake the work and charge the tenant in accordance with the Chargeable Works Policy.

Landlord responsibilities include the structure and elements of the exterior, and components that have been installed by the landlord.

Tenants are responsible for keeping the interior of their homes in good order and well decorated. Tenant responsibilities include items they have installed themselves and minor repairs, for example changing light bulbs, unblocking sinks and replacing WC seats.

Tenants are responsible for Maintaining the gardens, including trees, (except in circumstances outlined in the Tenancy Agreement), shrubs, garden paths (not providing access to the home), patios and clearing rubbish.

The Landlord will maintain paving from the highway to each main access door (front and rear, where applicable) to the property.

The Landlord will maintain fencing that;

• backs onto open land
• is next to a main ‘A’ road
• borders an alleyway, canal or railway embankment
• backs onto a garage site or car park
• surrounds communal areas to all flats in a building
• subject to a service charge

Requests for general property improvements, e.g. installing additional electric sockets and repairing damage to a property caused by the occupants will normally be considered as tenant responsibility.

Tenants who wish to make alterations or improvements to their home will normally be required to seek permission from Wolverhampton Homes in advance. Any specialist surveys or inspections that may be required to facilitate a tenant own improvement, may be chargeable.

Permissions may be granted subject to conditions or declined. Unauthorised alterations or improvements may be removed or rectified by Wolverhampton Homes and any costs incurred will be recoverable from the tenant(s).

Where the fault is not an emergency and has occurred as a result of tenant damage, neglect or abuse the tenant(s) will be required to pay the cost of repair before any work is undertaken.

Tenants are responsible for reporting any repairs, defects, damp or damage to Wolverhampton Homes as soon as possible.

Tenants are responsible for undertaking regular testing of smoke alarms and carbon monoxide detectors within their home and report any faults to the landlord. The landlord will provide guidance and instruction how to test alarms within their home.

More details regarding landlord and tenant responsibilities are contained within the Tenancy Agreement.

6.0 Prioritising Repairs and Inspections

Requests for repairs that are the landlord’s responsibility will be prioritised as follows:

6.1 Emergency Repairs

Emergency repairs are attended to within 24 hours, but most service requests will receive a same day response and will be prioritised based on risk, i.e. the impact of the repair on the occupant’s vulnerability. We class a repair as being an ‘emergency’ if it is likely to cause an immediate health and safety risk to the occupants, neighbours or the public or if serious damage to the property is likely.

Emergency repairs include, but are not limited to;

• Blocked flues to an open fire or boiler
• Blocked or leaking foul drains or soil stacks
• Burst pipes or water leaks that cannot be contained or controlled
• Carbon Monoxide alarm activations
• Exposed electrical wires, connections, fixtures or fittings
• Faulty smoke alarms, detectors, or safety devices
• Gas leaks
• Insecure windows, doors or locks
• Toilets not flushing, where no other working toilet is available
• Total loss of electricity – excluding network or metering issues not in under Wolverhampton Homes control
• Total loss of heating or hot water

If we are unable to complete the repair, we will make the situation safe before leaving the property and will return to complete the repair at an agreed later date.

6.2 Routine Repairs

Routine Repairs are day to day repairs that are not urgent and do not present an immediate health & safety issue for the occupants.
Routine repairs include, but are not limited to;

• Cracked glass or misted double glazed units
• Faulty doors and windows (that are secure)
• Faulty electrical fittings and appliances, that do not pose a hazard
• Faulty internal joinery and stairs
• Faulty kitchen units
• Minor leaks to sanitary ware, water or waste systems
• Plaster patches
• Repairs to existing fencing and gates
• Replacing parts after gas servicing, where not the primary heat source

We aim to complete all routine repairs within 20 working days with a pre-agreed appointment. These will normally be started and completed the same working day. However, on occasions additional visits may be required.

6.3 Programmed Repairs

These are larger projects that normally require replacement of existing major components.

Programmed repairs include, but are not limited to;

• Any works that that require asbestos removal
• Plastering walls and/or ceilings
• Renewing electrical appliances
• Renewing fence panels and/or gates
• Renewing floors
• Renewing gas appliances
• Renewing stair treads and/or balustrades
• Replacing bath or sinks
• Replacing kitchen units or worktop

We aim to complete programmed repairs within 90 calendar days from the initial service request or property inspection.

Some service requests may result in major work or wholescale replacements, or upgrades being undertaken in a future Council work programme and not as a programmed repair. Timescales will vary depending on approved budgets. The property, however, will be maintained in accordance with minimum habitation standards and any Category 1 hazards remedied until the improvements take place.

Wolverhampton Homes will communicate with the affected residents to keep them informed of future planned works and timescales determined by the City of Wolverhampton Council’s investment programmes.

Where tenants have submitted a Right To Buy Application, Programmed Repairs may be postponed where the works will impact on the property’s valuation.

6.4 Inspections

Wolverhampton Homes aim is to allocate all service requests for repairs based on the information provided by the tenant at the first point of contact. Most repairs will receive an initial visit from a trades person or contractor.
Based on the nature of the service request an inspection by a competent surveyor may be necessary to obtain more information or to undertake a more detailed investigation or determine the scope of the work.

When an inspection is required, an appointment will be offered within 20 working days (excluding for reports of damp, condensation and/or mould).

Non-emergency repairs works orders or instructions for work will not be raised until the inspection has taken place. Any resulting repairs will be raised for the appropriate timescales or programmed into future planned or batched works.

6.5 Reports of Damp, condensation and/or Mould

Homes can experience dampness and/or condensation for a range of reasons, including building defects (e.g. leaking pipes or roofs), poor construction design, (e.g. concrete construction or low levels of insulation), inadequate heating and/or ventilation or high internal humidity levels. These scenarios can create environments that exacerbate condensation forming and mould spores to grow.

Wolverhampton Homes will adopt a ‘fabric first approach’ and initially assume reports of dampness, water penetration and/or mould growth relate to a property related cause.

Where tenants report dampness, water penetration and/or mould growth, where this is not considered requiring an emergency response, i.e. burst pipes, an inspection by a competent person will be undertaken within 10 working days.

Any remedial works will be completed within 20 working days. The competent person may also provide the tenant with advice to minimise the effects of condensation, where appropriate.

Condensation on or within glazing units will be processed as a Routine Repair.

Where the property is subject to future planned improvements, energy efficiency upgrades or demolition, all reasonable measures will be employed to ensure the home continues to be a safe and healthy environment for the tenant(s).

The vulnerability of the occupants will be carefully considered when determining the response to reports of damp, condensation and/or mould growth, i.e. the extent and location of the mould growth etc.

Wolverhampton Homes will be proactive and take reasonable steps to prevent atmospheres occurring that encourage mould growth through its use of materials & specifications and by analysing property data and patterns of service requests. Colleagues and contractors will also be encouraged to look for signs of dampness, water penetration and/or mould growth when undertaking home visits, for any reason, and report these to the company for action.

We will use data from contacts, service requests, repairs activity, complaints and stock condition information to inform future planned investment programmes.

Where homes are identified for future major investment or disposal, Wolverhampton Homes will closely liaise with the tenant(s) to ensure their home remains habitable and we will continue to undertake essential repairs and maintenance, based on the individual needs of the occupants. Temporary repairs may be undertaken prior to the major improvements or rehousing of the tenant(s) occurring, where appropriate.

We will use appropriately trained colleagues to record and investigate reports of dampness, water penetration and/or mould growth, schedule remedial works or provide appropriate advice to tenant(s). Wolverhampton Homes will also utilise external independent specialists to investigate or arbitrate where appropriate.

Wolverhampton Homes will regularly communicate with tenants to raise awareness of the effects and causes of dampness, water penetration and/or mould growth and provide advice & guidance reduce occurrences. The company will also support tenant(s) by providing specialist advice or connecting them to appropriate support networks.

6.6 Appointments

Individually agreed appointment timeslots will be made with tenants for all routine and major repairs and inspections where access inside or to the rear of the home is required. For communal area responsive repairs and external works, where no controlled access is required, appointments will not normally be made.

We will endeavour to keep all appointments made or give the tenant prior notice if this is not possible and a new appointment will be agreed. Appointments will normally be offered for Monday to Friday (excluding Bank Holidays) for AM, PM, all day or all-day avoiding school run slots.

Where appointments need to change for operational reasons, Wolverhampton Homes we will provide as much notice as reasonably possible. Similarly, if tenants need to change an appointment we request as much notice as possible to enable us to make new appointments for other customers. If a pre-arranged appointment is missed due to tenant unavailability or refusal to allow us access, the repair call order will be closed and the tenant will need to contact Wolverhampton Homes for the repair to be rebooked. Rebooked repairs will be treated as a new repair for calculating repairs timescales.

7.0 Completion at First Visit and Right First Time Commitments

Wolverhampton Homes is committed to providing value for money services and maximising tenant satisfaction. We are committed to providing a repairs service that completes as many repairs at the first visit to the tenants home, wherever possible, and completed works are ‘right first time’ i.e. the repair undertaken is of satisfactory quality and free from defects.

Some repairs cannot be completed in one visit for technical reasons or where specialist materials may be required. Where possible, we will advise the tenant in advance if more than one visit will be necessary and we will keep the tenant informed of progress.

To manage the quality of repairs, inspections, audits or surveys may be undertaken. Tenants can also report concerns or defects to us for investigation.

8.0 Decoration

Internal decoration is normally the tenant’s responsibility. Care will be taken to minimise damage to any decoration resulting from repairs work. Where decorations have been substantially affected, Wolverhampton Homes will offer a range of remedies, including;

• Decoration vouchers for the tenant to purchase materials for their application
• Decoration works to be undertaken by Wolverhampton Homes or their appointed contactor

9.0 Right to Repair

Wolverhampton Homes will meet its legal requirements under the Right to Repair. The relevant statutory timescales are set out in Appendix A.

10.0 Service Standards

Wolverhampton Homes aims to;

• Attend Emergency repairs within 24 Hours
• Complete Routine/non-urgent day-to-day minor repairs within 20 working days of report or inspection
• Complete Major/Planned Repair within 90 calendar days after inspection
• Where these timescales cannot be met, the customer will be informed with reasons for the delay and estimated timescales

11.0 Voids (Empty Homes)

All new homes (excluding Mutual Exchanges) will be;

• Free from mould
• Meet minimum statutory repair standards
• Reasonably clean
• Safe (no Category 1 hazards present)
• Secure (lockable external doors and latchable windows)

12.0 Interdependences and related policies

This policy should be read in conjunction with the following company documents and statutory instruments (see Appendix C).

• The Asbestos Policy
• Asbestos Management Plan
• Fire Safety Policy
• Control of Contractors Policy
• Repairs and Maintenance Policy
• Strategic Asset Management Plan
• Health and Safety Policy
• Complaints Policy

13.0 Monitoring

Exception reporting will be presented to the management team, Audit and Business Assurance Committee and/or Board as required.

Performance against the service standards defined within this policy will be reported to tenants via Wolverhampton Homes Annual Report.

This policy will be regularly reviewed, at intervals no greater than 3 years and adapted accordingly to respond to future legislative or regulatory changes.

14.0 Equality Analysis

This policy sets out how the company will comply with existing housing repairs related legislation, regulatory standards and best practice.

The policy applies equally to all tenants homes and communal areas, regardless of the resident’s age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.

Due consideration will be given to tenants who require different forms of communication and we will take account of individual needs and preferences to ensure all tenants have access to our services.

An Equality Analysis was reviewed by the Equalities Forum on 26 August 2022 and the policy was approved.

Appendix A

Right to Repair (statutory timescales)

Qualifying repairs and timescales are set out in the table below.

Repairs type	Prescribed period (in working days)
Total loss of electric power	1
Partial loss of electric power	3
Unsafe power or lighting socket, or electrical fitting	1
Total loss of water supply	1
Partial loss of water supply	3
Total or partial loss of gas supply	1
Blocked flue to open fire or boiler	1
Total or partial loss of space or water heating between 31st October and 1st May	1
Total or partial loss of space or water heating between 30th April and 1st   November	3
Blocked or leaking foul drain, soil stack, or (where there is no other working toilet in the dwelling-house) toilet pan	1
Toilet not flushing (where there is no other working toilet in the dwelling-house)	1
Blocked sink, bath or basin	3
Tap which cannot be turned	3
Leaking from water or heating pipe, tank or cistern	1
Leaking roof	7
Insecure external window, door or lock	1
Loose or detached banister or handrail	3
Rotten timber flooring or stair tread	3
Door Entryphone not working	7
Mechanical extractor fan in internal kitchen or bathroom not working	7

Extract from; https://www.legislation.gov.uk/uksi/1994/133/made

Appendix B

Empty Homes (Void) Standard

We will:

• treat any areas of mould growth
• clean and disinfect sinks, toilets, baths and wash basins
• sweep and clean all floors
• clear away any rubbish, including that in gardens, outbuildings and communal areas (during periods of inclement weather this may be undertaken after the tenant has taken moved in)
• remove any sheds or outbuildings that are unsafe or in very poor condition

The property will be safe.

We will:

• complete gas (where applicable) and electrical safety checks and provide a copy of the safety certificates
• repair or replace missing or unsafe flooring and floor treads on stairs
• repair or replace missing or damaged handrails
• remove polystyrene ceiling tiles
• replace missing or damaged glazing (some cracked glass or misted double glazed units may be undertaken after the tenant has taken moved in)
• check for asbestos and take action to remove it or manage its presence in accordance with current regulations
• remove alterations or fixtures and fittings that we think pose a health and safety risk
• offer options of keeping any alterations if they can be made safe, provided the tenants assumes any ongoing maintenance liability
• remove garden ponds, unless there is an environmental need to keep them or the incoming tenant specifically requests they remain
• ensure there are no visible signs of infestation and undertake treatment where appropriate
• ensure there is satisfactory paving from the public highway to external doors
• ensure existing patios or paths to gardens are free from trip hazards or are removed

The property will be secure.

We will:

• change main entrance door locks (wherever possible) and provide at least two keys for all locks, including lockable windows
• ensure at least one smoke alarm is equipped on each storey of their homes where there is a room used as living accommodation
• ensure a carbon monoxide alarm is equipped in any room used as living accommodation which contains a fixed combustion appliance (excluding gas cookers)
• make sure any rear gates are safe and securable with a bolt
• replace missing existing fencing that forms a boundary between the property and open land, such as railway lines or canals. Unsafe fencing or gates between homes may be removed and will normally be replaced as part of our future planned fencing programme (service charges may apply)

The property will be in a reasonable state of repair.

We will:

• ensure doors and windows open and close correctly
• ensure kitchen and bathroom fittings are usable and fit for purpose
• maintain washable floor coverings in kitchens and bathrooms, if already provided
• ensure that there is either a gas or electrical cooker supply 
• supply washer connections for washing machines, where reasonably practicable
• ensure all plumbing is working properly
• ensure gullies and drain grids are clean and free from obstruction
• explain how to operate the heating system, upon occupation
• ensure visible plaster work is in a reasonable condition and can accept decoration, (i.e. wallpaper)
• ensure that the property is wind and weather tight
• ensure any gardens are provided in a manageable condition, i.e. overgrown gardens are reduced & cleared to enable maintenance with normal domestic garden tools/equipment (during periods of inclement weather this may be undertaken after the tenant has taken moved in)

Appendix C

Statutory Instruments relating to this policy;

• Building Act 1984
• Building Regulations 2010
• Construction (Design and Management) Regulations 2015
• Control of Asbestos Regulations 2012
• Defective Premises Act 1972
• Environmental Protection Act 1990
• Fire Safety Act 2021
• Gas Safety (Installation and Use) Regulations 1998
• Health and Safety at Work Act 1974
• Homes (Fitness for Human Habitation) Act 201
• Housing Act 2004 – Housing Health & Safety Ratings System
• Lifting Operations and Lifting Equipment regulations 1998
• Management of Health and Safety at Work Regulations 1999
• Occupiers Liability Act 1984
• Regulatory Reform (Fire Safety) Order 2005
• The Electricity at Work Act 1989
• The Landlord & Tenant Act 1985
• The Secure Tenants of Local Housing Authorities (Right to Repair) Regulations 1994
• The Smoke and Carbon Monoxide Alarm (Amendment) Regulations 2022