Fines introduced for persistent missed home repairs appointments
We have introduced a new No Access Policy as part of a broader strategy to improve the efficiency of our home repairs service, helping to reduce wastage and save money.
The new policy will help us tackle the significant issue of missed home repair appointments, where access to properties is repeatedly denied or delayed by residents. In 2024/25 alone, there were over 16,000 no access events, costing the council an estimated £25-£100 per visit in operative time, materials, and back-office processing.
To address this, we're introducing a £35 charge for missed appointments after proven repeated missed visits. This move will encourage tenants to keep appointments and reduce unnecessary delays - particularly for mandatory repairs like gas and electrical safety checks.
Councillor Chris Buckley, Cabinet Member for Housing, said:
"We are committed to providing a high-quality and responsive repairs service for all our tenants. By introducing this No Access Policy, we're making sure that we can carry out essential repairs more efficiently, avoid unnecessary costs, and reinvest those savings back into the services that matter most to our residents. Importantly, support will remain available for tenants who need help to manage appointments or who face genuine challenges in granting access."
If action is taken against a tenant for failure to grant us access, it will be clearly communicated in advance, and will include safeguards for those requiring additional support.
We have introduced a new No Access Policy as part of a broader strategy to improve the efficiency of our home repairs service, helping to reduce wastage and save money.
The new policy will help us tackle the significant issue of missed home repair appointments, where access to properties is repeatedly denied or delayed by residents. In 2024/25 alone, there were over 16,000 no access events, costing the council an estimated £25-£100 per visit in operative time, materials, and back-office processing.
To address this, we're introducing a £35 charge for missed appointments after proven repeated missed visits. This move will encourage tenants to keep appointments and reduce unnecessary delays - particularly for mandatory repairs like gas and electrical safety checks.
Councillor Chris Buckley, Cabinet Member for Housing, said:
"We are committed to providing a high-quality and responsive repairs service for all our tenants. By introducing this No Access Policy, we're making sure that we can carry out essential repairs more efficiently, avoid unnecessary costs, and reinvest those savings back into the services that matter most to our residents. Importantly, support will remain available for tenants who need help to manage appointments or who face genuine challenges in granting access."
If action is taken against a tenant for failure to grant us access, it will be clearly communicated in advance, and will include safeguards for those requiring additional support.
