Repairs and Maintenance Policy

1.1. We aim to provide quality homes and customer-focused services within Gateshead. Delivering cost effective repair solutions plays a key part in our decision making within the repairs and maintenance service.

1.2. This policy sets out the services that customers can expect from our repairs and maintenance service, including the responsibilities of us and our customers.

1.3. This policy sets out how we will meet our legal and regulatory duties as a landlord in respect of repairing and maintaining our housing stock; all as part of a wider Asset Management Strategy. This policy should therefore be read in conjunction with the other policies and documents referred to within this policy.

1.4 As a landlord and employer, we are responsible for meeting all of our statutory obligations. In addition, as a landlord and social housing provider, we must meet the Consumer Standards of the Regulatory Standards contained within Homes England Regulatory Framework for Social Housing 2015.

2.1. The objective of this policy is to enable an efficient and effective repairs service that maintains the properties we let as a decent place to live. To achieve this, we will: -

• be clear about the repair and maintenance responsibilities for the landlord and the tenant
• provide multiple reporting options to customers
• organise repair priorities that balances operational needs and tenants' requirements; aiming to deliver a right first-time approach that achieves good value for money
• deliver a consistent and equitable service to our tenants
• make best use of performance information to continually improve the service
• ensure that the health and safety of all concerned are at the forefront of what we do

3.1. This policy covers the responsive repairs and maintenance service to council housing and communal areas owned and/or managed by us.

4.1. We will deliver a repairs and maintenance service that complies with regulatory and statutory obligations to ensure the health, safety and security of people and property are maintained at all times.

4.2. The Regulator of Social Housing (RSH) is an independent body, responsible for setting standards that all registered providers of Social Housing must meet and holding Landlords to account for compliance with these standards. They provide The Regulatory Framework for Social Housing in England including 'The Home Standard'.

4.3. The key areas of legislation in this policy are:

• Building Regulations Act 1984 (as amended)
• The Building Safety Act 2022
• Defective Premises Act 1972
• Landlord and Tenant Act 1985
• Commonhold and Leasehold Reform Act 2002
• The Secure Tenants of Local Authorities (Compensation for improvements) Regulations 1998
• Gas Safety (Installation and Use) (Amendment) Regulations 2018
• Management of Health and Safety at Work Regulations 1999
• Housing Act 2004
• Housing Health and Safety Rating System 2006
• Equality Act 2010
• Data Protection Act 2018
• Control of Substances Hazardous to Health 2002 (COSHH)
• Control of Asbestos Regulations 2012
• Health and Safety at Work Act 1974
• Reporting of Injuries, Diseases and dangerous Occurrences Regulations 2013
• Construction (Design and Management) Regulations 2015
• The Environment Protection Act 1990

4.4. Other legislation that may apply:

• The Human Rights Act 1998
• Party Wall Act 1996
• Water Supply (Water fittings) Regulations 1999
• Protection from Harassment Act 1997

5.1. The Service Director (Repairs and Building Maintenance) will have overall responsibility for the implementation of this policy.

5.2. The Service Manager (Repairs and Voids) will ensure that the policy and associated procedures are embedded within the operational delivery of the repairs service and that all staff are aware of their responsibilities and are adequately trained to carry them out.

5.3. Service Manager (Repairs and Voids) will ensure that the policy and associated procedures are shared with the wider services in housing.

5.4. Our repair and maintenance service staff and customers will follow the repair policy guidelines.

5.5. We will comply with its duties under the Public Sector Equality Duty and will consider the needs of all individuals in service delivery and policy formation.

6.1. We will:

• effectively manage the repairs and maintenance obligations for Gateshead Council customers
• ensure our customers live in a safe home, where you are protected from harm or danger
• comply with legislation
• evaluate our performance to identify trends and continuously improve service delivery
• use personal information and data in line with General Data Protection Regulations (GDPR).

Our promise to you

6.2. Aims

• help you identify the repair needed
• tell you the maximum time we will take to complete the repair
• confirm details of your repair, as well as any appointments we make for you
• treat you and your home with respect
• take care to protect your furnishings while doing repairs and keep your home tidy
• remove rubbish within a maximum of five working days of completing the repair

6.3. Objectives

• provide a reliable repairs and maintenance service
• ensure a value for money service
• maintain high levels of customer satisfaction
• engage customers about the repairs we complete to their home

6.4. Repair service standards

• 24 hours, 7 days a week ability to report emergency repairs
• attend and complete repairs within timescale
• offer a range of mutually convenient appointment times
• Carry out landlord responsibility statutory repairs.

6.5. Repairs - Customer Promise

• Be polite and Courteous and always behave in a professional manner.
• Inform the customer if we are running late or unable to keep an appointment.
• Take care with possessions and protect both furnishing and gardens from damage.
• Comply with all current health, safety and environmental legislation and always wear correct PPE.
• Take into account any physical impairment and offer appropriate support services where required, for example translation services,  BSL, and so on.

View our full customer promise

7.1. Tenant behaviours

Tenants must comply with all conditions laid out in section 7 of the tenancy agreement, relating to repairs and maintenance. It is the tenant's responsibility to report repairs promptly, to avoid causing further damage to the property or risk of injury to tenants or others. Failure to report repairs may be considered neglect of the property and is a breach of the tenancy agreement.

7.2. Tenants' responsibilities

• you must take proper care of your home and report any faults or damage immediately
• if arrangements have been made to visit your home to carry out a repair or safety check, you must keep the appointment
• not to obstruct or refuse works to your home or any communal areas
• ensure a responsible adult is present for any appointment at your home
• you must ensure pets are removed from the area requiring repair in advance of our arrival
• clear the repair work area of personal items or valuables prior to any scheduled appointments
• you must ensure that we are updated with any disabilities or change of circumstance in the household that could mean additional support or a quicker attendance is required. It is best to provide this information at the point of reporting a repair

7.3. We ask that you ensure that a responsible person is present at the time of any inspection, repair or service completed in your home. Please note, if a responsible person is not present throughout our visit, then the repair to your home may not be complete. There are some external repairs that can be carried out without you present, this will be explained to you at the point of reporting a repair to us.

7.4. We have a zero-tolerance approach to abuse towards any employees and contractor by customers or any visitors to your home. There must be mutual respect between employees, contractors, and customers. Customers should refrain from any behaviour that could be seen as aggressive, threatening, abusive or insulting. We will take reasonable measures to protect our staff from such behaviours as and when appropriate. We will use a wide range of powers and tools to protect employees and contractors, including where there is a breach of tenancy.

Tenant repair responsibilities

7.5. Some repairs are the responsibility of the tenant and not us. Such repairs should be carried out or arranged by yourself, using competent and qualified trades persons where applicable.

Examples of such repairs include:

• sinks, wash hand basin and baths unblocked
• renew plug/chain to sink, wash hand basin and bath
• replacement, repairs and adjustments to toilet seats (unless provided as part of an adaptation)
• shower curtains (unless provided as part of an adaptation)
• divisional fencing between two council homes
• minor gate repairs including latches, locks and bolts
• minor cracks in wall plaster
• repair doorbell (excluding communal door access systems)
• minor repairs to kitchen cupboards and drawers
• connection and disconnection of gas cookers (unless deemed necessary during our works)
• repairs to internal door handles (excluding bathroom door)
• replacement keys
• TV aerials, broadband connections and Sky/Virgin Media installs (unless communal)
• internal decoration
• battery operated smoke alarms (changing of batteries)
• repair/replace fuses
• washing poles (excluding in communal areas)
• rotary driers (excluding in communal areas)
• garden paths, patios and sheds not provided by Gateshead Council
• removal of all floor covering prior to work starting and reinstatement upon completion of work (includes carpets and laminate flooring)

7.6. If you are unable to carry out the 'tenants responsibility' repairs, we do offer a handyperson service. There is qualifying criteria to be able to use this service, you can enquire about this by contact repairs or your housing officer.

7.7. Gas cookers must be fitted and installed by a Gas Safe registered engineer. If during a safety check or repair, we identify any defects with your gas cooker we may isolate your cooker for safety reasons. It will be your responsibility to arrange the repair or replacement of your gas cooker.

It is the customers responsibility to pay for works undertaken by us that are deemed as rechargeable repairs due to poor workmanship, neglect, carelessness or deliberate action by you or any visitors to your home. Refer to our Recharge Policy for further details.

Reporting repairs

1.1. For responsive repairs, our aim is to provide customers with the ability to report repairs via a number of routes.

Ways to contact us

1.2. Customers can report repairs by the following means:

• phone - all emergency repairs must be reported via our 24-hour freephone telephone service on 0800 408 6008
• online - via My Housing Account (opens new window), our online service for council housing tenants - view details of your former and current tenancies including rent statements and repair history, contact housing services with queries and manage your personal details
• we encourage all our customers to report non-emergency repairs online as our online repair reporting service is available to our customers 24 hour a day, 7 days a week
• by text to 0762 480 4167 and start your message with "REPAIR".
• email to: repairs@gateshead.gov.uk

1.3. Please note during normal working hours (Monday to Friday, 8am to 4pm) we operate a customer repair reporting centre.

9.1. Outside of the normal working hours, including bank holidays, your call will be diverted to our out of hours customer repair reporting centre.

9.2. Customers should contact Home Repairs via phone on 0800 408 6008 to be given advice on what action to take to make the property safe. Where this advice cannot be actioned by the tenant, neighbour, family or friend, an operative will visit the home within 24 hours and will make the property safe.

9.3. Emergency repairs are deemed as repairs which if not dealt with quickly, could cause injury to the occupants, public or further damage to the home.

9.4. For tenants that are vulnerable or have specific needs, reasonable measures may be taken in addition to the make safe policy. For example, temporary heating may be provided in certain circumstances.

9.5. Where the operative makes safe, a return visit will be required to finish the repair. This return visit will be arranged according to the urgency of the repair and in line with our timescales. We will aim to complete the repairs at the earliest opportunity. In some cases, parts or materials may be required which may delay the repair. In these circumstances the customer will be advised of progress until the repair is complete.

9.6. Outside of normal working hours we will only accept repairs categorised as emergency repairs. If the reported repairs are not deemed as an emergency, then the customer may be asked to call back during normal working hours.

9.7. If customers request an out of hours work service that is greater than is considered reasonable, then they will be advised that if the service could have been dealt with reasonably within normal working hours, then they may be required to pay for the service provided.

9.8. Emergency repairs include:

• board up a window or a external door - when all panes of glass are broken
• electrics (dangerous)
• gas heating out of order (November to February only)
• electric heating out of order (November to February only)
• pipe has burst inside property
• change lock to door if the door is insecure or the tenant locked out
• alarm sounding continuously
• main drain blocked
• no lighting or power to whole property
• toilet blocked "unusable and no alternative"
• internal soil pipe leaking
• fumes from gas appliance
• make safe external wall, where a risk to the household or public
• emergency lighting out of order
• refuse chute blocked
• supply temporary heating (November to February only)
• lift malfunction (passenger)

9.9. It is your responsibility to pay any associated repair charges for works undertaken by us that are deemed as rechargeable repairs due to carelessness or deliberate action by you or any visitors to your home.

9.10. Details of holiday periods over Christmas and New Year and repair reporting arrangements are published on our website.

10.1. We will aim to complete all repairs in line with the category timescales listed below:

10.2. Emergency repair - timescale 24 hours

Attend and make safe within 24 hours, if possible complete the repair. Any further works will be raised as a new job and placed within the appropriate repair category.

Emergency repairs are any defects that put the health, safety or security of properties, customers, or anyone else at immediate risk. These are things like burst pipes, blocked drains, non-secure external doors, and total loss of power.

Where possible a full repair will be carried out, if this is not possible, we will arrange a new appointment at a time convenient for the customer.

If parts are not available or it is not an emergency, we will finish the repair within the relevant category and timescale.

10.3. Routine repair - timescale 20 working days

Attend and complete the repair within 20 working days. All appointments will be made for the 'next convenient appointment'.

These are less urgent repairs such as leaks to a gutter, repairing a noisy heating system or fitting a light switch. 

By law, we must fix urgent problems in your home which could affect your health, safety, or security within a certain period. There are certain qualifying repairs for this category and must be attended within a set time frame:

• heating and hot water (March to October only) - attend within 3 working days
• leak from water pipe, tank, or cistern - attend within 3 working days
• loose or detached banister or handrail - attend within 3 working days
• partial loss of electrical supply - attend within 3 working days
• leaking Roof - attend within 7 working days

All the above are highlighted to employees by a right to repair indicator within our housing system. This ensures that the repair is attended within the correct response time.

10.4. Major repair and planned repair - timescale 90 working days

Repairs within this category may need a planning visit prior to works commencing.

Some repairs require specialist materials and/or equipment and further time to complete, these will be categorised as major or planned repairs.

Major and planned works are less urgent repairs such as renewing floor tiles/floorboards or supplying and fitting a new kitchen. Some work to your home may be carried out as part of a planned maintenance or investment programme. This covers things like outside painting, replacement windows and annual gas servicing.

We will tell you in advance when any work like this will happen.

Major and planned works may need to be inspected before the work can start. The inspector will call at your property at an agreed time.

When an item in your property needs replacing, we will try our best to use materials which are the same as the existing ones.

If this is not possible, we will replace with the items we hold in stock.

For example, if you have a coloured bathroom suite and you need a new bath, we may replace it with a standard white bath which we hold in stock.

We would not replace all items, only the ones that are required.

Major and planned works may be batched to achieve value for money. In this instance we will communicate a new timescale to you.

If your repair can't wait until the programme we will carry it out within the normal timescales. 

All rubbish will be removed from the property within a maximum of five working days of completing the repair.

Planned repairs will be carried out within 90 working days. We will keep you informed of any visits to your home.

10.5. Additional support for our customers

A customer indicator is also used to identify repairs in households where there is a registered disability, protected characteristics or circumstances that need to be considered when arranging the repair appointment.

These households may require a sooner appointment or additional support to carry out the repair.

A customer care officer may be allocated to support you through more invasive repairs.

A customer can update us at any time regarding their household or individual needs.

We will work with our customers where feasible to support them during the repair process,

10.6. Batched repairs

For value for money purposes certain repairs may be batched to achieve economies of scale in delivery. In these instances, repairs such as rebuilding of brick walls, fence and boundary maintenance and non-essential roof repairs may be completed outside of the planned 90 working day timescales. We will aim to communicate new timescales to you.

10.7. Investment works

Where replacement items are required that include major works to your home such as kitchens, bathrooms, or roof replacements we may complete minor repairs only. The replacement will then be arranged via our investment team and completed as a one off or in a programme of works to your estate. 

A full replacement will only be completed by the repair service if we deem there to be a significant health and safety risk, the element is beyond repair and/or repairs cannot be completed to make the element safe. Partial replacement of elements may be completed, and these may not be a like for like replacement or match.

10.8. Demolition of structures

While we will aim to complete repairs to structures such as outhouses, garages and some walls, there may be times where we deem them as uneconomical to repair.

In these instances, we may decide to safely demolish the structure. 

If you are renting garage from us, you will be offered an alternative garage should one be available.

Please note that for outhouses and some walls we will not be held responsible for any provision of a replacement.

11.1. While we will aim to provide our customers with an appointment, not all repairs will be appointed at the first point of contact or completed at our first visit to your home. There are instances when we will make safe and then return to complete the repair, when we will need to inspect and plan the works or where works will be batched for completion by area.

11.2. Appointment slots available:

• all-day appointment (8am to 4.30pm)
• school run (10am to 2pm)
• morning
  • 8am to 12noon
• afternoon
  • 12.30 to 4.30pm
• evening (Monday to Thursday)
  • 4.30 to 6.30pm

11.3. All external and communal repairs where there are no access concerns will result in an all-day timeslot.

11.4. Upon making an appointment with us you may be sent a text message to keep you updated as the repair progresses. You will receive:

• text message when repair is first appointed
• text message the day before the appointment
• text message on the day of appointment

11.5. If at any stage, you realise you are not going to be available for your appointment please contact us, so we can re-arrange our visit.

12.1. On contacting the service to report a repair, we will advise you of the timescale for the repair and arrange an appointment with you.

12. 2. If we hold a mobile number on our system for you, we will send you an automated text to confirm the appointment and remind you of the appointment the day before.

12.3. If we do not hold a mobile number for you but you or your advocate would like a text about the repair, then we can arrange for one to be sent to you. This is not an automated system.

12.4. If the repair is of a larger scale, we will make the appointments with you in advance and go through what work will be carried to help you prepare. These appointments could be confirmed by telephone, email or letter.

12.5. If we are unable to attend a repair at the agreed date/time we will always try to contact, you by telephone in the first instance.

12.6. If we are unable to contact you by telephone, we may leave a message or issue a text message or email to advise.

12.7. A new appointment will be arranged with you.

12.8. If we are at your home and unable to carry out the works, for example, additional materials are required that need to be ordered this will be explained to you and a new appointment agreed for the operative to return.

12.9. If our service is disrupted in anyway, for example by extreme weather conditions, we will update out telephony line and issue a statement on our social media platforms to let you know.

13.1. Where requested, customers must allow access for pre-arranged appointments. Should the customer fail to allow access then the repair will not go ahead.

13.2. If a customer fails to keep an appointment, they will be informed by a card being left providing instructions as to next steps. If no response is received, the repair may be closed.

13.3. Where the repair is of an emergency or health and safety matter, we will continue to attempt to make contact and gain access to complete the repair and or make safe. We will take appropriate steps to gain access if not completing the repair or make safe poses a safety risk to other customers or the property. This could mean forcing entry into your home.

13.4. We will, where possible, work with the customer on obtaining access to carry out works and ensure they have the correct support.

13.5. Where there are repeated failures to gain access, if necessary, we may take enforcement action by way of injunction or possession proceeding to gain access to the property.

13.6. By not permitting access, we experience considerable costs and inconvenience. We reserve the right to charge customers for the call out costs should no access be a continuous issue at the property. This will only be done following an investigation into the circumstances and frequency of no access instances.

14.1. There are times when items in your home in need of repair are covered by a warranty. Timescales to attend on a warranty repair may sit outside of the category timescales identified in this repair policy.  In this instance we will communicate a new timescale to you.

14.2. For newly constructed homes the repairs will be completed by the original contractor for a designated period. You should continue to report your repairs to us, at which point we will arrange for the required works direct with the contractor. In this instance we will communicate a new timescale to you.

15.1. It is your responsibility to pay any associated repair charges for works undertaken by us that are deemed as rechargeable repairs due to neglect, carelessness or deliberate action by you or any visitors to your home.

15.2. Where damage is caused to your home, but a crime has been committed and you are able to provide us with an official crime reference number then the cost of the rechargeable repair may be waived.

15.3. Examples of rechargeable repairs include:

• repairs needed because of damage caused by the tenant (accidental or intentional) to any part of the structure or fabric of the building that extends beyond normal wear and tear
• repairs undertaken in an emergency on behalf of the tenant, for example lock replacement to gain entry due to lost or misplaced keys
• alterations made to a property without permission or not carried out to a reasonable standard - this includes reinstatement work made necessary by unsatisfactory tenant improvements
• repairs (including safety checks) required following alterations and improvements carried out to the property by the tenant or remedial works required due to the actions of a contractor employed by the tenant
• rechargeable items resulting from neglect, carelessness or deliberate action include:
  • window glass and glazing - all damaged glass
  • waste removal and disposal following alterations and improvement work carried out by the tenant
  • internal doors - fittings and repairs not deemed as reasonable wear and tear
  • kitchen - installing, disconnecting, and repairing tenant's own appliances including cookers and washing machines; replacing handles, hinges and drawers and drawer fronts to any kitchen units installed by the tenant
  • bathroom fittings - accidental damage to bathroom fittings
  • fire surrounds and any repairs that arise from their fitting

15.4. If it is deemed that the damage is in relation to you, a named person on the tenancy or a visitor to the property, then the charge may still be applied.  In the instance of Police gaining entry to your home for investigation you will be liable for any associated costs if arrested and charged.

15.5. Where tenants request us to replace items that are deemed rechargeable, payment will be sought in advance of the work being undertaken. Where replacement of the rechargeable item is required urgently, or the customer is vulnerable then payment plans can be arranged that will enable the repair to be carried out without delay.

15.6. We retain the right to recover costs for any damaged elements and or clearance costs from customers on the departure from their tenancy (see rechargeable repair policy).

16.1. Customers should regularly check for condensation and damp and report any issues to the council as soon as the problem is discovered. This can be reported online. Alternatively, customers can report damp and mould issues, or check on the progress of a repair by calling 0800 408 6008, or emailing repairs@gateshead.gov.uk.

16.2. Condensation occurs when moisture held in warm air meets a cold surface and then condenses, producing water droplets.

16.3. Controlling water vapour levels is important. It is hard to prevent condensation in your home completely, but there are things we can all do to reduce it to a level so that it doesn't cause problems.

16.4. We will respond to a report of damp and condensation and complete any remedial repairs and actions in accordance with processes and procedures including the following steps:

• initial report from a customer regarding condensation and damp in their home
• a thorough clean of the surfaces affected will take place within 3 working days, including applying an anti-fungicidal treatment
• an inspection is arranged to assess the type of damp, potential causes, and any repairs required - if necessary, we will install extractor fans and Positive Input Ventilation (PIV) units to improve airflow and reduce moisture
• a Building Technician will produce a scope of work and arrange any repairs
• if necessary, find you alternative accommodation while we fix your home
• offer simple advice and guidance on what causes damp and mould and simple steps you can take to stop future issues developing
• refer you to our Housing Advice and Support Team if appropriate, who will make sure you are maximising your income and if necessary direct you to specialist support to help you afford to heat your home

17.1. Where our customers have no heating and or hot water we will attend within the urgent category timescale of 3 working days. During the winter period (deemed as 1 November to 28 February) we will attend within the emergency category timescale of 24 hours.

17.2. In periods of severe inclement weather, outside of the winter working dates specified above, we may revert to the winter working policy timescales.

17.3. A level of additional priority will be offered to our more vulnerable customers including those who are over the age of 70, have a recognised disability or who have dependent children under the age of 12 months registered with us as living at the property.

17.4. Additional priority will be granted where the impact of not completing the repair sooner would have an adverse effect on the person(s). Such additional priority will only be granted in instances of total loss of power, total loss of heating and hot water, to ensure the property is wind/watertight and secure.

17.5. Additional priority will not be granted where the repair is for heating in a communal area and there is no significant health and safety risk to a person or the building.

18.1. We advise our customers not to install fixed wall or floor coverings (tile, hardwood, or laminate) in their homes. If you do wish to install this type of flooring, permission from us is required. This is due to the difficulty in removing them to complete repair works such as under floor pipework repairs. You do not require permission to install carpets.

18.2. Where tenants have installed fixed wall or floor coverings, they are responsible for ensuring they have been installed correctly with a sufficient sound barrier and for removing them to allow repairs deemed as essential by us.

18.3,. Should the flooring require lifting to enable works it is the responsibility of the customer to ensure this is removed in preparation for the appointment date.

18.4. Should the customer refuse to remove the flooring to enable a repair to be carried out, we will remove without liability and will not reinstate.

19.1. Divisional fencing is fencing that divides the gardens of two council owned property at the back and sides.

19.2. Boundary fencing is fencing that separates a garden from a public area such as a footpath or field.

19.3. Dividing fencing is the responsibility of the customer. We do not carry out repairs to dividing fences between two council owned homes.

19.4. A fence that separates a garden from a council owned property and one that is privately owned is deemed a boundary fence. If there is clear evidence the ownership of the fence is ours, we will carry out repairs. We hold and archive of boundary plans that can be checked for ownership.

19.5. If the fence is the responsibility of the owner occupier and there are health and safety concerns, we may 'make safe' the fence with the owner's consent. If the owner occupier refuses to give consent, then the existing fence will stay in situ. In these cases, legal advice may be sought.

19.6. Where there are health and safety concerns, we will carry out a 'make safe' to divisional fencing. This will often result in removing the fencing. It will then be the responsibility of the council tenants to repair/maintain.

19.7. We do not need to provide boundary or dividing fencing where there is already a visible boundary in place. This may be hedging, or small boundary walls.

19.8. For properties where hedging provides the boundary, it is the responsibility of the customer to maintain.

19.9. We will not install fencing on top of boundary or divisional walls.

19.10. We will not provide boundary or dividing fencing in areas that are currently open plan - that is, where there are no obvious individual garden areas or where fencing has never been in place. These areas will remain open plan.

19.11. We will only consider repairing/replacing fencing where it is needed to provide:

• protection for people entering a garden where the boundary fence line borders a thoroughfare or public space
• separation of a garden from hazards such as streams or severe changes in ground level at the edge of a property (in excess of 900mm)

19.12. Where a decision is made to repair or replace fencing, the style of fencing will be based on which offers best value for money.

19.13. Any decision to repair or replace divisional or boundary fencing is at our discretion and subject to budgetary control and individual case management.

19.14. If we replace divisional fencing as part of a programme or provide it for health and safety reasons, then we may gift this fence to you. This means that it would become the responsibility of the council tenants to maintain.

20.1. You will be asked when raising a roofing repair if you have any visible signs of water ingress. Roof repairs with no visible signs of water ingress may not require immediate attention. In these instances, we may decide to batch repairs for efficiency reasons or ask you to contact us again should water ingress become apparent.

20.2. Where it is identified that scaffolding is required to complete a repair, a pre-work survey will be completed to ensure the safety of the existing gas appliance, installation, flueway, pipework, or gas meter within a property (or adjoining properties).

20.3. If the erection and/or dismantling of scaffolding has the potential to affect the safe operation of any gas appliances, the appliance will be isolated before any work will commence and re-connected and tested on completion (please refer to the procedure for Regulation 8 Existing Gas Fittings).

20.4. Should scaffold be required to safely complete a repair then we will communicate timescales with you for the erection and removal of the scaffold. We aim to erect scaffold a maximum of 2 weeks prior to the works starting and remove it within 2 weeks of completion. There may be instances where we are required to inspect the property before or after the works. In these instances, scaffold may remain at your property for longer than the timescales stated above.

20.5. Upon notification of scaffold, it is your responsibility to clear the area of your personal belongings accordingly to an estimated 1.5 meters from your external wall.

20.6. While scaffold is in place at your property, satellite television signals may be affected. We will not be held responsible for this and will not relocate satellite dishes or aerials during this period. 

20.7. Should the position of the satellite dishes or aerials impact on the erection of scaffold to allow a safe working area then we will arrange relocation at no cost to you.

21.1. All repairs to plasterwork in your home will be patch repairs only. We will make good and decorate damage caused by the repair in the form of painting the plastered area.

22.1. The lighting element may fail on an electric fire. This is a common repair fault but does not mean the fire is not functioning correctly. We will aim to repair the lighting element, but should this not be possible and the heating element remains in working order then we will not renew the fire.

23.1. Tenants must report the presence of rats, cockroaches, vermin or pests in their home to us.

23.2. Following a pest control officer attending, the Repairs and Maintenance service will liaise with the pest control officer to ensure that any recommendations are carried out.

23.3. The Repairs and Maintenance service will only contact pest control if an issue with pests is preventing works from going ahead. We will arrange for the pests to be cleared at no cost to you.

23.4. Some pest control issues are the responsibility of the tenant.  

23.5. Some pests may be protected, this includes bees, bats, and nesting birds. As a result, repair timescale may be delayed.

24.1. Tenants can only park a vehicle within the boundaries of their home if there is a garage, driveway or car hard standing and there is an appropriate dropped kerb entrance.

24.2. You must obtain our written permission before building a garage, car hard standing or driveway. There may be a charge for any associated planning and building regulation applications. Please refer to the Tenancy agreement (Section 8).

25.1. All alterations to fixtures, fittings and appliances to your home are subject to permission being pre-agreed in writing by us. Customers must seek permission in all instances prior to any work being started.

25.2. Where written permission has been granted then we accept responsibility and will carry out all repairs in line with this policy. Repairs and or replacements will be completed to our standard specifications and not like for like.

25.3. Whenever you carry out work you must make sure that it is carried out to a good standard. You are required to contact your neighbourhood housing team upon completion of the approved works. In some instances, an inspection of the works may be completed by one of our representatives. If it is not completed to an acceptable standard, then you will be liable to pay the cost of any subsequent corrective work.

25.4. Any works to gas and electrical supplies will require full certification and must be carried out by a competent and registered person. All certifications must be provided to us within 7 days after completion. Failure to do so may result in us carrying out our own tests and a recharge being applied.

25.5. Upon an audit of certification and the installation, should any defects be found, it will be the responsibility of the customer to rectify the issues within an appropriate and agreed timescale.

25.6. We reserve the right to correct any unsafe installations without notice.

25.7. We do not give permission for customers to install their own gas fires, range cookers, wood burning stoves or electronic heating controls, for example HIVE controls (smart thermostats) within their properties. If any of the above appliances and/or controls are installed by a customer where permission has not been granted, this will result in the enforced removal of the appliance/controls at the customers expense including making good costs. All completed work will be inspected by one of our representatives including any required certification.

26.1. Minor repairs to aids and adaptations will be completed by us. If we are unable to complete a value for money repair and an adaptation is still seen as required, then a renewal will be completed. If a like for like renewal cannot be given, then the customer may have to have a further referral from Adult Social Care.

26.2. Renewals will be completed outside of the repairs and maintenance service.

What repairs you can ask for while you are waiting to buy your home

27.1. If you apply to buy your home, we still have a duty (as your landlord) to carry out maintenance repairs to your home. Tenancy agreement point 5.6 states if you apply to buy you home, we will continue to repair until you have bought your home, but we will not carry out any improvements such as kitchen or bathroom renewals. 

27.2. We will carry out repairs during this time as per our statutory duty.

27.3. We have an obligation to carry out an annual gas safety check or a bi-annual solid fuel safety check until the date that the house is confirmed as sold. Access must be granted until completion of the sale. Failure to grant access could result in delays or withdrawal of the right to buy application.

27.4. From the date of purchase, you will be responsible for costs of all repairs and maintenance, regardless of the condition of the property when you bought it.

27.5. Should you require any further guidance on repair responsibilities during your right to buy application then please speak directly with a Home Ownership Team.

28.1. We are responsible for keeping the structure of the building and any communal areas of your block in good repair.

28.2. The law states that we must consult with leaseholders about work when the potential contribution from an individual leaseholder is going to be more than £250 per repair.

28.3. For more information on the rules and regulations, please refer to Section 20 of the Landlord and Tenant Act 1985 and section 151 of the Common hold and Leasehold Reform Act 2002.

28.4. The term 'consultation' used in leasehold legislation differs from the traditional meaning of the work. In this case leaseholders have the legal right to be informed about any work, the estimated cost and why we need to do it. This legal right to consultation does not give leaseholders the option to decide if they want the work done or not.

28.5. A section 20 notice is a legal notice to tell all leaseholders about any new contracts, works or services they must pay for. We must also send a copy to any registered resident association that is connected to the building or the estate it is on. It is not an invoice or demand for payment.

28.6. In line with the terms and conditions of your lease you have to pay a share of the cost to complete these repairs.

28.7. It is important to report any repairs where accidental damage, vandalism or crime has taken place. You must, where possible, obtain a crime reference number and advise us of this.

28.8. Should you require more information on types of repairs and who is responsible contact our Leasehold Team.

29.1. We will collate and monitor performance information in relation to repairs strategic key performance indicators. This includes the Regulator of Social Housing (RSH) requirements set out in Tenant Satisfaction Measures.

29.2. We will publish/share performance information with tenants on our website and Annual Tenant Report.

29.3. Customer satisfaction testing will be conducted regularly and independently on a random selection of completed repairs.

29.4. Customer insight will be analysed to identify trends to continually improve service delivery.

29.5. We want you to be completely satisfied with the standard of the repairs carried out. However, we accept that sometimes things do go wrong. Please let us know if this happens and give us the opportunity to put it right. This will not prevent you from making a complaint.

29.6. In every case, we will try to sort out your complaint and use the information you give us to improve our service. We have a formal complaints procedure which we will help you to use if you are not satisfied with any of our services.

29.7. We will aim to investigate and respond to your complaint within 10 working days. If we are unable to respond within that time we will contact you explaining why and provide a further response date.

29.8. If you are unhappy with the investigation of your complaint, you can take you case to the Housing Ombudsman.

29.9. The Housing Ombudsman Service is set up by law to look at complaints about housing organisations that are registered with them, including housing associations and local authorities.

30.1. This policy will be reviewed every three years (from the date approved), to ensure its continuous suitability, adequacy, and effectiveness. An intermediate review may be required by the introduction of new legislation, regulations or operational changes.