Repairs and Maintenance Policy
6. What you can expect from us
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.