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.