Repairs

Responsive Repairs Review

Over the past 12 months we have undertaken a responsive repairs review to ensure that the service we offer is up to date and achieves value for money.

There were a number of findings that have stemmed from this review and over the coming months we will implement changes to the service.

On the whole, residents were generally satisfied with the service offered, however, we feel we can improve things in certain areas. This would include:

  • Appointments given to you on the day that you report your repair and at a time/date that is convenient to you.

  • Works completed within 2 weeks from the time you report the repair but within an average of 1 week overall.

  • Certain repairs given greater priority, including repairing broken boilers and loss of hot water, now being completed within 1 day.

In addition, to simplify the way that repairs are prioritised, we will be introducing a new two category service that allows for repairs to be completed within either 24 hours or 14 days. Currently there are 6 categories and these are believed to be confusing and possibly misleading.

The tables below detail our revised Repair Priorities that we will introduce in April 2017.

COMPLETED WITHIN 24 HOURS

 

 

 

Previous

 

 

Revised

E1

Doors

External door if the only one and jammed shut, or if external doors cannot be made secure. Includes faulty locks where not secure.

1

E1

Drains

Blocked sewers / main drains, soil pipe (not gulleys).

1

E1

Electrical

Complete failure of plug/lighting circuits or total loss of electrical supply.

1

E1

Fire Damage

Assessment.

1

E1

Gas

All gas leaks to be reported to Transco immediately. Leaks to internal gas service repaired by Vectis following Transco's attendance.

1

E1

Heating

Boiler malfunction

1

E1

Water Leaks

Pipes/cylinders/tanks/cisterns - serious leaks and bursts or running taps.

1

E1

Windows

If broken, boarded up the same day. Faulty locks, if cannot be secured.

1

E1

WC Pan

If blocked. However, if another toilet is available in the property, a blocked WC is not an emergency.

1

R1

Ceilings

Fallen down (survey required)

1

R1

Garages

Doors if jammed and cannot be used.

1

R1

Hot Water

Loss of hot water.

1

R1

Manholes

If covering is broken or in dangerous condition.

1

R1

Overflows

If water running.

1

R1

Pipes

If frozen or broken.

1

R1

Roof

Leaks (subject to inclement weather conditions)

1

R1

Staircase

Faulty stair treads, handrails or banisters.

1

R1

Taps

If running.

1

R2

Boilers

Minor repairs.

1

E1

Toilet Seats

Broken - elderly and disabled only.

1

 

 

 

 


COMPLETED WITHIN 14 DAYS

 

 

 

Previous

 

 

Revised

R1

Doors

Enterance doors if jammed shut and another is available.

2

R1

Glass

Broken windows (subject to availability of glass)

2

R1

Gulleys

If blocked or damaged.

2

R1

TV Aerials

Communal Systems Only

2

R1

Windows

Latches/stays if difficult to secure.

2

R2

Basins

If leaking or cracked.

2

R2

Cisterns

If loose, handle broken, overflowing or leaking.

2

R2

Electrical Faults

Minor repairs if not hazadous.

2

R2

Fencing

Damaged - Urgent repairs (ie storm damage) or to remove hazard if no repair required.

2

R2

Garage Door

Locks if faulty but not jammed shut.

2

R2

Gutters / Downpipes

If blocked.

2

R2

Lights

Broken pendants etc, unless in bathroom or kitchen where priority 1

2

R2

Radiators

If some only are cold (not whole system)

2

R2

Stopclock

If sticking.

2

R2

Taps

Dripping.

2

R2

Walls / Floors

Defects / severe dampness (survey required).

2

R3

Ceiling / Wall Cracks

Where minor works required.

2

R3

Floor Covering

Repairs / Replace.

2

R3

Gutters / Downpipes

Repair / renew if required.

2

R3

Locks and handles.

Repairs to locks or door handles not working.

2

R3

Sanitary Ware

Replacement if broken (unless WC pan).

2

R3

Windows / Doors

Easing / adjusting / minor repairs.

2

R4

Garages

Repairs

2

R4

Kitchen

Repair units / cupboards.

2

R4

Paths

Repairs and trip hazards

2

R5

Airbricks & Vents

Repairs / Renew.

2

R5

Outbuildings

Repairs

2

R5

Plasterwork

Minor repairs.

2

R5

Wall Tiles

Repair / Replacement.

2


In addition to this, we will be tendering our Responsive Repairs contract in April 2017, where we aim to appoint 2 contractors to deliver all our responsive repairs and void property works. As a part of the process we will seek to ensure that contractors perform to a higher standard to improve quality, efficiency, health and safety and the general level of service offered to residents.

We hope to have this in place within the next 6 months.