Repair and Maintenance Policy

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Repair and

Maintenance

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Repair and Maintenance Policy

Repair and Maintenance ... 1

Introduction ... 1

Aims and Objectives of Policy ... 1

Diversity and Inclusion ... 2

Regulatory Requirements ... 2

Property Portfolio ... 3

Service Delivery ... 3

Health and Safety ... 4

Consultation ... 4

Code of Conduct ... 5

Responsibilities ... 6

Repairs ... 10

Access Arrangements ... 11

Rechargeable Repairs ... 11

Adaptations ... 12

Alterations ... 12

Right to Repair ... 13

Right to Buy and Right to Acquire Applications ... 13

Warranties and Guarantees ... 15

Appendix 1: Emergency repairs ... 16

Appendix 2: WDH - Repairing obligations ... 17

Appendix 3: Repair obligations for leaseholders ... 26

Appendix 4: Right to Repair - Qualifying repairs and response time

for completion ... 28

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Repair and Maintenance

Introduction

WDH is committed to providing the best services possible for our 60,000 tenants who occupy over 31,000 properties throughout the district. In 2007 WDH was rated by the Audit Commission as a ‘three stars and excellent’ organisation and are constantly one of the top performing registered providers in the country. WDH aims to deliver a continuously improving and responsive repair and

maintenance service, by making sure that day to day repairs are carried out quickly, on time, to a high standard that customers are satisfied with whilst maintaining value for money in the service at all times, in line with published service standards set out in our Customer Charter Standards.

WDH will make sure that all properties are repaired and maintained promoting a safe home environment for all its residents and tenants. The service area will also

contribute to the financial viability of the organisation through improvements in performance by aiming for first time fixes wherever possible.

Aims and Objectives of Policy

A Systems Thinking approach has been adopted by WDH to deliver the whole

repairs service. The system is based on customer demand with the emphasis on the nature of any work requested being considered from the customer’s perspective. The aim of this proactive approach is to reduce multiple visits to a property for the same repair and minimise disruption to tenants. To complete the repair, and get it right first time.

WDH will continually look to improve the repair and maintenance service within available resources, and continually consult with tenants to seek their views on the quality of the service and the repairs carried out at their homes.

The appendices at the end of this document highlight the responsibilities for the organisation, along with tenants, leaseholders and commercial tenants in respect of repairing obligations and act as a procedure guide to assist with applying the policy consistently to all who require a repair at their property.

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Diversity and Inclusion

WDH will make sure that the principles of equality, diversity and inclusion are integral in the business planning and delivery of the repair and maintenance service.

WDH is committed to delivering a high standard repair and maintenance service which meets the diverse needs of local communities and will achieve this by treating people fairly and taking the nine protected characteristics of the Equality Act 2010 (age, disability, gender, gender re-assignment, marriage or civil partnership, pregnancy and maternity, race, religion or belief and sexual orientation) into consideration in all aspects of the repair service including access to the service.

Regulatory Requirements

The Home Standards contained in the revised Homes and Communities Agency regulations which came into effect on 1 April 2012 lay out the requirements for organisations in terms of repair and maintenance. The regulations state the following.

Quality of accommodation

Registered providers shall:

 ensure that tenants’ homes meet the standard set out in Section 5 of the

Government’s Decent Homes Guidance and continue to maintain their homes to at least this standard;

 meet the standards of design and quality that applied when the home was built, and were required as a condition of publicly funded financial assistance, if these standards are higher than the Decent Homes Standard; and

 in agreeing a local offer, ensure that it is set at a level not less than these standards and have regard for Section 6 of the Government’s Decent Homes Guidance.

Repairs and maintenance

 Registered providers shall: provide a cost effective repairs and maintenance service to homes and communal areas that responds to the needs of, and offers choice to, tenants and has the objective of completing repairs and improvements ‘right first time’; and

 Meet all applicable statutory requirements that provide for the health and safety of the occupants in their homes.

The specific expectations in relation to repair and maintenance is that:

 Registered providers shall ensure a prudent, planned approach to repairs and maintenance of homes and communal areas. This should demonstrate an appropriate balance of planned and responsive repairs, and value for money. The approach should include responsive and cyclical repairs, planned and capital work; work on empty properties and adaptations.

 Registered providers shall co-operate with relevant organisations to provide an adaptations service that meets tenants needs.

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Involvement and empowerment

 Registered providers shall ensure that tenants are given a wide range of opportunities to influence and be involved in (including…)

 The management of repair and maintenance services such as commissioning

and undertaking a range of repair tasks as agreed with landlords, and the sharing or savings made.

This section of the regulations is the basis of WDH Tenant Cashback offering -

Making a House a Home. For more details of this scheme refer to Making a House a Home, WDH Tenant Cashback.

Property Portfolio

The Wakefield district covers approximately 130 square miles. WDH manage just over 31,000 homes, representing around 23% of the housing in Wakefield. Our homes are a mix of houses, bungalows, maisonettes and flats some of which are in high rise blocks. We also manage a number of independent living schemes. WDH also has a repairing obligation for around 380 leaseholders and 127 commercial properties around the district. WDH also manage a number of properties outside the Wakefield district that have been acquired through Section 106 agreements.

Service Delivery

The repair service is available 24 hours a day, every day of the year. A team of operatives (gas, electrical, plumbing and joinery trades) cover an 8 am to 8 pm shift pattern meaning that emergencies that are reported to OneCALL are not passed to the emergency call out team until after 8 pm each evening. The call out team then work between 8 pm and 8 am each day. The teams are complemented by another group of operatives who work the traditional hours of 8 am to 4.30 pm Monday and Tuesday, 8 am to 4 pm Wednesday and Thursday and 8 am to 2.30 pm Friday.

How to report a repair

A request for a repair can be taken

 24 hours a day, every day of the week through OneCALL;

 at one of the service access points (SAPs);

 online at www.wdh.co.uk

 e-mail for non-emergency repairs at onecall@wdh.co.uk

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When a request is received we will:

 contact the customer on the phone number given, to ask when it is convenient for us to do the work;

 tell the customer approximately how long they will have to wait for the repairs to be completed;

 complete repairs within 24 hours if it is an emergency; and

 complete all other repair requests within an average of 10 working days. Further information about the repairs service is available in our Customer Charter Standards, Service Standards and Tenants Handbook.

Health and Safety

WDH is committed to providing a safe and healthy working environment at all times under the Health and Safety at Work Act. All employees (individually or collectively) must adhere to WDH rules which are designed for the protection of themselves and other people who they may have contact with.

In line with WDH’s Health and Safety Policy all managers have responsibility for the employees they manage to make sure that all WDH working practices are in line with appropriate health and safety legislation and good practice making sure that

employees, tenants’ buildings and stakeholders are safe.

Consultation

WDH will continually work with tenants in a number of ways to continually improve the repairs service in a range of ways including, focus groups, service review groups and tenant inspections, in line with published regulatory standards.

Further information on how tenants can become involved in shaping the way we deliver services is available in our Resident Involvement Policy.

There is a Repairs section within the annual survey issued to tenant for their

feedback on repairs issues. This is analysed to make sure that there is continuous improvement for the service area.

Performance monitoring

There are a number of monitors that take place in respect of repair and maintenance. Performance figures are presented to the Board and local management committees (LMCs) as well as being published in the weekly performance book. Targets for the team are as follows:

 an average end to end time of 10 days;

 an average response time for emergency repairs of less than one day;

 90% of repairs completed ‘right first time’; and

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Tenants receive a text message, where WDH has a mobile number to ask how satisfied they are with the repairs service, and if in their view the repair was completed first time. All feedback is evaluated and when a tenant is less than satisfied a follow up phone call is made to establish the issue to rectify.

The Tenant Inspectors will also carry out some checks to make sure that the service standards for repairs are being kept.

Code of Conduct

WDH employees

 When answering calls employees will answer them promptly and be polite, honest and helpful at all times.

 Employees will introduce themselves when calling the tenant by phone and will show photo identification before entering a tenant’s home.

 Employees will be polite and wear WDH PPE uniform at all times.

 Employees will explain what work is going to be carried out and discuss with the tenant how this might affect them.

 Employees will take care of all tenants’ belongings whilst working in their property, protecting them from damage and dust for example.

 Employees will make sure that materials and tools do not cause danger to anyone in the tenants’ home.

 Employees will make sure that when having to use tenants’ electricity we ask first but wherever possible use portable battery tools. Where this is not possible the use of electricity must be kept to a minimum.

 Employees will keep mess and rubbish to a minimum, making sure it is all removed at the end of the working day or when the job has been completed.

 Employees will make sure that electricity, water and gas are connected at the end of each day wherever possible.

 Employees will limit the use of their mobile phones.

 Employees are not allowed to smoke or play radios whilst working in a tenant’s home or garden.

 Employees are not allowed to use a tenant’s phone or toilet without asking for permission first.

 Employees are not allowed to make or receive personal phone calls during their work.

 Employees are not allowed to be in a tenanted property with children under 18 without a responsible adult being present.

 Employees are not allowed to accept gifts from tenants.

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Responsibilities

WDH

WDH is responsible for the structure, services and common parts of the property including:

 drains, gutters and outside pipes;

 roof;

 external walls, doors and windows (excluding glass);

 communal aerials;

 the installations for supplying water, gas and electricity, and for disposing of sanitation and rubbish;

 the installations and appliances for heating the property and for hot water;

 fixtures and fittings WDH has installed;

 pathways and steps which provide main access to the front and back door of the property;

 garages and outside store places;

 lifts and other communal amenities;

 painting the outside woodwork and metal work of properties including shared areas; and

 Servicing of stair lifts that were installed in properties prior to transfer in March 2005.

Tenants

The terms of the Tenancy Agreement state that there are a number of obligations for a tenant once they sign to accept the keys for the property. These include but are not limited to:

 Will keep the property in a reasonable condition.

 Will decorate the inside of their property.

 Will report a repair as soon as they notice that it is needed to avoid the situation getting worse.

 Will allow access to the property to carry out repairs, annual safety checks, services and any inspections necessary.

 Will repair and replace any fixtures and fittings that have been installed in the property. This will only apply for Assured Tenancies where permission for non standard or enhanced features has been granted. This does not apply to Starter Tenancies where permission is not granted for improvements within the first year of the tenancy.

 Will clear away rubbish from repairs or improvements that have been carried out.

 Will take action to prevent and control condensation.

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Tenants are also responsible for minor repairs to their property these include but are not limited to:

 replacing electrical fuses and light bulbs;

 care and provision of electricity, gas and water meters;

 keeping the property and garden in good condition;

 internal decorations;

 replacing batteries in smoke alarms;

 draining of water supply when away from home (such as on holiday, in hospital) during the winter months, from October to April;

 maintaining a garage, driveway or shed which has been constructed by the current or previous tenants;

 clearing outside gullies;

 replacing plugs and chains to wash hand basins sinks and baths;

 repair and replacement of internal door furniture, locks latches and coat hooks;

 replacement of any items damaged by the tenant, member of their household or visitors;

 replacement of any lost keys;

 replacement of filters for cooker hoods;

 replacing clothes lines and posts (except in communal areas or part of an independent living scheme); and

 replacing floor coverings supplied in kitchens and or bathrooms as part of the Improvement Programme and all other fixtures and fittings being identified as tenants responsibility.

In line with the Tenancy Agreement tenants also have a responsibility to:

 keep external air bricks and internal vents free of any obstruction in maintaining gas appliances;

 keep shared areas (including communal halls, staircases, landings, lifts,

balconies, passageways and surrounding areas of any flats) in a tidy condition and not block them;

 only burn smokeless solid fuels if the home has solid fuel heating;

 take reasonable steps to prevent water pipes being damaged by frost; and

 report repairs such as blocked drains, water leaks, structural defects and problems with water, gas, electricity and fire appliances immediately to OneCALL.

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Leaseholders

WDH is responsible for the structure of the building, communal areas, systems and installations in leasehold properties. The leaseholder is responsible for everything within the home, which is for their use and benefit. Rights and responsibilities for individual properties are contained within individual lease agreements.

The Leaseholder service charge takes a retrospective view of the amount spent repairing a property for the previous two years which is then recovered as part of the ongoing service charge. Employees will have regard for this when deciding upon the repair required at a property, and should further clarity be required should contact the Leasehold Manager. However, the following information provides a general summary of responsibilities relating to repair and maintenance which include:

 the main structure, foundations, roof, guttering, communal drains, external pipe work and windows excluding glass;

 any communal services and any related machinery or installations connected with those services; this would include lifts and lighting in communal areas; and

 communal areas, including external doors, passageways, staircases, halls,

landings and any grounds within the estate such as bin or drying areas, which are jointly used by the leaseholders.

Further information about service changes is available in our Rents and Service Charges Policy.

WDH offer a responsive service in respect of a pay for use repairs service to our leaseholders and should any work be requested will receive appropriate attention by OneCALL. Details regarding repairing obligations are highlighted in the appendices and further information is available in the Leaseholder Handbook.

Commercial tenants

The individual lease agreement signed by each commercial tenant stipulates which repairs are the responsibility of WDH and which are the tenant’s responsibility. Generally these can be broken down as follows.

WDH has responsibility for

 the structure of the premises including all external walls and roofing repairs;

 window frames and external door frames and external doors except where they have been provided by the tenant;

 external decoration;

 flues and chimney stacks but excluding blocked flues caused by soot deposits;

 rainwater gutters and above ground drainage to include downpipes;

 drainage with the exception of water fittings and apparatus within the premises including the stop tap and including all waste pipes, outlets, traps, gullies and drains between the premises and the main drain and the clearing of

 electrical wiring up to switches socket outlets and fittings; and

 gas appliances (if any) except appliances installed by the tenant but including for the avoidance of doubt the installation pipe work to all gas appliances and gas flues.

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Commercial tenants have responsibility for

 shop front but only in the event of the tenant having installed the shop front in the premises the duty to extend to internal and external maintenance and repair including decoration;

 glazing in the shop front and any shop signs;

 blinds and operating mechanism;

 floor finishes and coverings including quarry tiles and all other finishes but excluding floorboards which shall be deemed to be part of the structure of the premises;

 wall and ceiling finishes including repair and replacement of plaster and all other finishes;

 glazing repairs;

 electric switches, socket outlets and fittings;

 gas appliances (if any) in the ownership of the tenant and all installation pipe work and flues;

 sanitary fittings: all appliances and fittings in the premises at the commencement of this lease and any additional fittings installed by the tenant;

 water fittings and apparatus within the premises, including the stop tap, all waste pipes, outlets, traps, gullies and drains between the premises and the mains drain and ensuring any blockages are cleared;

 heating, water ,heating and ventilation equipment other than gas equipment;

 internal doors and their frames and joinery items including cupboards, skirting boards, architraves and balustrade;

 damage to any part of the premises including the structure arising from neglect or misuse of the premises by the tenant or failure by the tenant to use the premises in a tenant-like manner;

 internal decoration;

 locks and catches on all doors and window frames; and

 shutters including any control and/or electrical equipment and /or operating mechanism.

Please note that the specific terms of each lease may vary from the general terms. For clarity on any particular issue contact the Commercial Property Team.

We do offer a responsive service in respect of a pay for use repairs service to commercial tenants and should any work be requested this will be passed onto the appropriate section by colleagues within OneCALL

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Repairs

Responsive

These are repairs that are reported on an ad hoc basis, and are the responsibility of WDH to rectify.

Cyclical

These are repairs that are carried out at agreed intervals and which usually involves some element of inspection, servicing or cleaning. Types of repairs falling into the category would for example be the Annual Gas Servicing Programme.

Planned

This type of work is programmed well in advance and usually involves the replacement of external or internal elements of the property. To ensure that the strategic partnership is delivering the investment programme, WDH and its partners have implemented a range of systems to ensure delivery of the programme. The model used ensures that the programme has the correct probity and governance. Regular meetings are held with both the board and LMC members to discuss financial issues and scheme progress.

Further information is available in the Quality Assurance Manual – Capital Improvement and Strategic Partnership Alliance works.

Repair with Care

This service supports the existing repair and maintenance service for older and vulnerable tenants who have no immediate family to help them. It improves people’s independence, encourages security and improves the comfort of tenants by carrying out minor repairs more quickly. This service does not however take the place of the day to day repair service.

Although the scheme may be developed further in the future, at present it is provided to those tenants in independent living accommodation (accommodation that comes with support from a Scheme Manager or Community Support Worker), which would include managed bungalows surrounding a scheme and those tenants who have Care Link. Repair with Care will be provided to:

 older people who do not have immediate family support;

 people with disabilities who do not have immediate family support;

 tenants who have recently left hospital who do not have immediate family support;

 residents of independent living schemes including surrounding flats and bungalows that form part of the scheme who do not have immediate family support;

 residents of a designated disabled dwelling regardless of the tenants age who do not have immediate family support; and

 Any tenant with a Vulnerability Flag associated with their tenancy who does not have immediate family support.

Request for works to be carried out can be made via the Scheme Manager,

Community Support worker, OneCALL and Care Link to the Repair with Care Team

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Target hardening

This service is provided to vulnerable tenants who have been the subject of a crime at their home. The service also receives referrals from the Police for additional security to be provided at properties within the district some of which are private properties. Referrals can be made through the Police, OneCALL or Care Link to the Rapid Response Team.

Access Arrangements

The following need to be taken into consideration when access is required to WDH properties to complete a repair.

 Tenants must allow authorised employees of WDH or other agents of WDH into their home at all reasonable hours to inspect its condition, do any repairs needed, or improvements or to service appliances or to carry out work WDH consider necessary to make sure the property and surrounding properties do not put the tenant or anyone else at risk.

 Employees or contractors employed by WDH must have access to carry out gas servicing as and when required.

 Where possible WDH will give at least 24 hours advance notice, and all employees of WDH or its agents will carry formal identification at all times.

 WDH may need to gain access to homes to inspect, clean or repair a home or

neighbouring dwellings, or any sewers, drains, pipes, wiring or cable serving a home or neighbouring dwellings.

 Authorised employees of WDH may need to enter a property without notice in an emergency, using reasonable force if necessary, if WDH feel there is a risk of personal injury or damage to property or surrounding properties.

Rechargeable Repairs

Tenants, their family members and any visitors to their home are responsible for any damage caused to the property, either caused deliberately or through neglect.

WDH aims to make sure that all tenants, leaseholders and commercial tenants are aware of their obligations not to damage or neglect WDH property and that they are responsible for damage caused by their children, pets and visitors. This will be formally agreed when the Tenancy Agreement is signed.

Damage that can be classed as rechargeable are for example:

 damage to sinks and toilets;

 broken windows and doors;

 floods from washing machines; and

 lost keys.

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WDH may carry out and charge for repairs considered necessary for health and safety reasons or in situations of emergency, arising from the misuse of the property. This does not include repairs undertaken as a result of fair wear and tear.

These charges will continually be reviewed in line with current operating costs for the service area and updated in the Rechargeable Repair Policy.

Adaptations

Everyone’s housing needs are different and WDH offers permanent adaptations to resident’s homes to make sure that it remains suitable for their needs.

Through a joint protocol Wakefield Council and WDH work in partnership to provide adaptations to disabled and vulnerable tenants. If an adaptation is assessed as being ‘necessary and appropriate’ by Wakefield Council for a person in a WDH property it will be referred to WDH, who will determine whether the request is

‘reasonable and practicable’. If it is WDH will install the adaptation. Permanent and semi permanent adaptations are provided by WDH. Wakefield Council provides electro mechanical equipment such as stair lifts and ceiling track hoists through a Disabled Facilities Grant. However following the warranty period then these will become the responsibility of the tenant to maintain.

Alterations

WDH recognise that tenants will want to make alterations and improvements to their homes. Where requests are reasonable they will not be refused. However written permission must be obtained if tenants wish to carry out any of the following types of improvements. The terms of the Starter Tenant Agreement does however mean that a starter tenant is not allowed to make alterations and improvements to their

properties within the first 12 months of their tenancy.

 Decorate any part of the outside of their home.

 Make any structural changes or additions to the property.

 Erect a shed, garage or any other external construction.

 Remove, add or alter any part of a fence or garden wall.

 Add to or change or replace any fixtures and fittings provided by WDH.

 Put up a satellite dish, television, radio or amateur radio aerial such as a Citizens Band aerial.

 Apply artex to a ceiling. Artex is not allowed on walls.

 Fit tiles to walls or floors.

 Alter the electrical, gas, heating or water installations including having a water meter installed.

WDH will not unreasonably refuse permission for such improvements or changes, but may impose conditions. If required, planning permission, building regulations approval or any other permission must be obtained before starting the work.

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Right to Repair

WDH operates the Right to Repair Scheme. Tenants have a right to have small urgent repairs carried out within a certain time. If WDH do not carry out the repair in time tenants can instruct an alternative contractor to carry out this work. If the alternative contractor does not carry out the work then the tenant is entitled to compensation. Qualifying repairs up to a value of £250 are included in this scheme if they are likely to affect the health, safety or security of the tenant and their home. Some examples of qualifying repairs are:

 unsafe power or lighting sockets or electrical fittings;

 blocked flue to an open fire or boiler;

 a leaking roof;

 toilets which don’t flush;

 a blocked sink or basin;

 leaks from water or heating pipes, tanks or cisterns; and

 loose or broken banister handrails.

WDH must advise tenants if a repair that they are requesting is included in the scheme and how long we have to make sure that it is completed correctly.

If the contractor does not complete the repair on time then £10 compensation will be awarded to the tenant. For every additional days wait £2 will be paid to a maximum of £50 for one job. If the tenant owes WDH money however this will be used to repay some or all of the outstanding debt.

Right to Buy and Right to Acquire Applications

Once an application under the Right to Buy or Right to Acquire Scheme is received by WDH then there becomes a legal responsibility for the organisation to carry out emergency repairs only. This will make sure that the property remains wind and water tight and is fit for human habitation. Examples of repairs that might be carried out are as follows:

 serious water penetration;

 no power;

 no heating;

 no bathing facilities; and

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Complaints and compliments

The Customer Charter Standards for repairs state that all repairs will be completed within:

 24 hours for emergencies; and

 an average of 10 days for routine repairs

All repairs will be completed right first time.

Although every effort is made to resolve customer enquiries at the first point of contact, we recognise that some customers may remain dissatisfied with the service provided. Complaints will be dealt with from anyone who is unhappy with:

 WDH policies as they apply to them as an individual;

 WDH standards of service;

 something WDH has done; or

 something WDH has failed to do.

People can complain in a variety of ways such as:

 by letter;

 by phone;

 in person;

 by e-mail;

 through WDH’s website;

 by fax;

 through our OneCALL service, 24 hours a day every day;

 through a third party; and

 through a councillor or MP.

Timescales for responding to complaints are contained in our ‘How to Complain’ factsheet, available through the website or at a service access points.

 WDH will aim to acknowledge complaints within two working days.

 Stage 1 to aim to take no more than 10 working days from receipt of complaint by the OneCALL Manager or equivalent.

 Stage 2 to aim to take no more than 15 working days from receipt of complaint by the appropriate Executive Director of Service.

 Stage 3 to aim to be heard by the Complaints Appeal Panel no more than 30 working days following a request for review of decision taken by the

appropriate Executive Director of Service. The customer will be notified of the Panel’s decision within seven working days of the case being heard.

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Warranties and Guarantees

Where new components are installed in properties the Asset Register will need to be updated by the appropriate operational team.

Further information will be available following the outcome of the Warranty Service Review and an amendment to this policy will be made at that time.

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Appendix 1: Emergency repairs

 If there is a Gas (smell or leak) call the Gas Emergency line immediately on 0800 111999. Turn the handle at the meter to the flat (horizontal) position.

 If there is a problem with Electricity, turn the mains switch on the consumer unit to the off position. If the tenant has a power cut call Yorkshire Electricity (YEDL) on 0800 375675.

 If there is a problem with Water, turn the main stop tap to the right (clockwise) or turn off the Sure stop. If the tenant has no water then call Yorkshire Water on 0845 1242424.

Emergency repairs that are the responsibility of WDH will be attended to within twenty four hours of the problem being reported unless there are factors that are outside of the organisation’s control, for example in the event of severe weather conditions that are causing hazardous driving conditions, or where the number of emergencies impact on capacity and resources to deliver services. In such circumstances, tenants will be kept informed of any delays

Emergency Repairs are those repairs that:

 remove immediate danger to the occupants of a property or an outside space;

 restore essential services such as heat and power;

 avoid major damage to a property such as a serious flood;

 make the property secure following a break in by changing locks or boarding a broken window; and

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Appendix 2: WDH - Repairing obligations

Please see definition of vulnerability which is highlighted below and consider information within the Repair with Care section of this policy.

Vulnerable tenants

A Vulnerable Tenant is someone who is or may be in need of community care services by reason of mental health or other disability, age or illness, who is or may be unable to take care of him or herself, or unable to protect him or herself against significant harm or exploitation. This includes individuals who might be in receipt of social care or health services or those who do not receive these services. There may be times when it is difficult to decide if someone falls into the vulnerable tenant definition, to help try and define this further, people who fall into the list below could also be classed as vulnerable. They are:

 adults with low level mental health problems or borderline personality disorder;

 older people living independently within the community;

 adults with low level learning disabilities;

 adults with substance misuse problems; and

 adults self-directing their own care.

This list is not exhaustive and each person should be considered individually, where there are concerns that someone is potentially vulnerable speak to a WDH Manager. The Vulnerability Indicators available on the Capita IBS System will also help in making an assessment as to whether a customer of the repairs service is vulnerable.

Repair Request WDH Responsible

Tenant Responsible

WDH Responsible for

Vulnerable Tenants

External Property Repairs

Communal Areas

Dustbins and the removal

of household rubbish 

Shared areas such as lifts, stairs rubbish chutes and communal TV aerials

 

Replacement or extra key fobs for communal door entry systems

 One additional for carer Door entry systems for

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Roof

Chimney and stacks  

Roof structure and

coverings  

Guttering, rainwater pipes

and clips  

Fascias, soffits and barge

boards  

Walls and Canopies External walls and

rendering  

Foundations  

Concrete canopies over

doors or windows  

Foundations  

Rendering to property  

Windows and Doors Window frames, external cills if damage is fair wear and tear

 

Glazing where caused by criminal damage and reported to the Police

 *2

Repairing of faulty window

or door locks  *3 

Window ironmongery  

Security chains and spy

holes _

 Refer to Target Hardening Team External doors, frames,

other boards and threshold strips

 

External doors if the damaged was caused by fair wear and tear

 

External door locks and ironmongery if damage is fair wear and tear

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Provision of additional door or window locks



Refer to Target Hardening Team

New or replacement keys 

Locked out of a property 

Pipes and Drains Soil and vent pipes and

clips  

Clearing blocked gulley

grids  

Blocked gulley  

Blocked drains – if

affecting one property only  

Blocked drains – affecting more than one property

OneCALL to refer to Yorkshire Water

Inspection chambers  

Gardens and Boundaries Work carried out to

gardens 

Garden walls if built by

WDH  

Front fencing and gates  

Dividing fencing and gates  *4

Paths steps and other means of access provided by WDH

 

Washing lines and posts (except in communal areas or part of an independent living scheme)

 

Replacement or repairs to sheds provided by WDH on new build sites

 Replacement water butts

(22)

Garages and Outbuildings Garages or outbuildings if

provided by WDH  

Locked out of a garage 

Providing additional keys

to garages 

Internal Property Repairs

Windows

Internal timber, uPVC or tile window sill (unless affected by rot or woodworm)



Skirting boards, picture rails, battens (unless affected by rot or woodworm)



Doors

Internal doors, ironmongery and

threshold strips 



If repairs found to be fair wear and

tear Walls

Structural walls inside a

property  

Major plaster repairs  

Minor repairs to

plasterwork for example small holes and cracks

  

Wall tiles to match existing as closely as possible where damage due to fair wear and tear

(23)

Floors

Concrete floors (not

including floor tiles)  

Vinyl fitted by WDH _ Disabled wet

rooms only Floor boards and joists but

not including laminate flooring

 

Fireplaces

Fireplace and surround if

fitted by WDH  

Staircase

Staircase, banister and

handrails  

Bathroom

Bath panels (unless damaged by WDH whilst carrying out repairs) replacement may not match existing suite



Slatted shelving to airing

cupboard  

Internal pipe work boxing unless damaged by WDH whilst carrying out repairs

 Kitchen

Kitchen Cupboards, drawers, door catches, hinges and handles where damage in not fair wear and tear



Worktops where damage is not fair wear and tear. Replacement will not necessarily match existing

(24)

Electrical Items

Electrical wiring sockets and light fittings where fitted by WDH

 

Hard-wired smoke alarms  

Plugs 

Electrical consumer units

(fuse box)  

Electric storage heaters –

if installed by WDH  

Electric fires – if installed

by WDH  

Immersion heaters – if

installed by WDH  

Cookers – if installed by

WDH  

Extractor fans – if installed

by WDH  

Electric shower unit if

fitted by WDH  

Plumbing

Water service pipes (from boundary to stop

tap/SureStop) overflow pipes and water tanks

 

Blocked toilet, sinks, bath and hand basin waste pipes where the tenant has previously tried to clear the blockage

 

Taps, stop taps SureStops

and wheel valves  

Sink units and wash hand basins where damage is not fair wear and tear



Toilet flushing mechanism  

Toilet seats – WDH will supply one on start of tenancy only

(25)

Bath or shower trays

where supplied by WDH  

Sink and bath plugs and

chains 

Bath seals and two rows

of splash back tiles  

Kitchen sink seals and two

rows of splash back tiles  

Boxing in of new or existing pipe work if

damaged caused by WDH

 

Gas

Gas pipe work inside the

property  

Supply of gas and gas

meters 

Annual gas servicing of

appliances  

Gas fires – if supplied by

WDH  

Bleeding radiators (unless tenant has a combination boiler or pressurised system installed)

 

Radiants for gas fires – if

supplied by WDH  *5 

Gas water heaters  

Radiator valves, time

clocks and thermostats  

(26)

Other Heating Sources Ground Source Heat

Pumps  *6 

Heat Exchange Units  

District Heating  

Solar Panels  *7 

Adaptations

Adaptations – fitted to a

property by WDH  

Cookers – if installed by WDH in an adapted kitchen

 

Shower tray or seat if

Adapted toilet seats if

Home Security

Additional window and

door locks 

Refer to Target Hardening Team Home Energy Efficiency

Hot water cylinder jackets

(first provided by WDH) 

Low energy light bulbs 

Loft insulation  

Pest Control *8

Insects – internal  

Insects - external 

Mice – internal  

Mice – external 

Rats – internal and

external to property  

Spiders 

Bees and Wasps  

(27)

Notes

1* Driveways that are charged as part of the weekly rent will be maintained by WDH. Where permission has been granted for a driveway and this has been approved by WDH any repairing obligation on change of tenancy will fall to WDH. However where a driveway has been installed without permission WDH reserve the right to remove and recharge for making good the area or will recharge an appropriate amount for repairs carried out to shared driveways where remedial works have been unavoidable because of health and safety concerns.

2* If following inspection it is found that the glass has been broken from inside of the property then the appropriate recharge will be raised. If it is found that the glass has been broken from the outside of the property then a recharge will not be raised unless it becomes apparent that the damage was caused by the tenant, visitors or family of the tenant.

3* If following inspection of the lock foul play is suspected then following discussions with the tenant a recharge will be raised.

4* This would be the tenants responsibility unless there was a health and safety risk that prompted the works to be completed by WDH. Dependant upon the circumstances found some of this works could be rechargeable.

5* Gas radiants will only be replaced if required by the regulations in force at the time. They will not be replaced for cosmetic reasons such as discolouration. 6* - When a new tenant accepts a tenancy with a Ground Source Heat pump

arrangements need to be made with the Gas Operations Manager for a Team Leader to visit the tenant to provide awareness on how to set and operate the system so that the tenant can benefit from it working to maximum efficiency. 7* Solar Panels work by converting direct sunlight into electric giving tenants free

electricity during the day. The panels require very little maintenance. They are self cleaning but do benefit from an annual clean to ensure that they are working at optimum efficiency.

Once fitted on a property the manufacturers details should be left with the

inverter as this includes shut down procedures should they ever be required. An electrician can check that the inverter is working correctly by doing a visual check.

8* Other treatments are available for further details contact the Pest Control Team. Consideration should also be given to the rights and responsibilities of WDH and tenants in relation to any conditions attached to landlord permissions granted under WDH Home Improvement Procedure

(28)

Appendix 3: Repair obligations for leaseholders

Repair WDH

Responsible

Leaseholder Responsible

Exceptions

External and communal External structure,

foundation and brickwork

 External doors

(communal) 

But excluding own external doors External window frames,

sills and fittings  But excluding glass

Damp Proof Course 

Roofing, chimneys, guttering and down pipes

 Excludes chimney sweeping where

applicable Communal drainage and

water supply pipes 

Except pipe work within the flat

Rain and soil pipes 

Communal hallways,

stairs, lifts and balconies 

Communal lifts and

lighting in lifts. 

Communal bin areas 

Communal drying areas 

Communal TV aerials and communal satellite antenna

 Paths, steps, fences,

gates and garden areas 

Lighting to communal

hallways and stairs 

External lighting to the

building 

Door entry systems and

closed circuit television 

Fire precautions, alarms

and extinguishers 

External decorations

(29)

Repair WDH Responsible

Leaseholder Responsible

Exceptions

Internal within your flat Internal walls, ceilings

and floors _

Except common areas, or joists which are shared between two or

more homes Floor boards and

coverings 

Glass in windows and

doors 

But excluding external window frames

Internal decorations 

Kitchen fixtures, fittings,

units and Worktops 

Bathroom fixtures,

fittings, sanitary ware 

Electric showers 

Cookers, fires and fire

surrounds 

Tiling 

Internal doors (including front doors to individual flats), locks, fittings, door furniture and frames



Smoke alarms 

Frames, architraves and

skirting boards 

Wiring and circuitry 

Light fittings, fixtures,

sockets, bulbs and fuses 

Heaters and appliances 

Central heating systems 

Water tanks 

Pest Control services _ _ Can pay for treatment to

be carried out by WDH For more information regarding leaseholder repairs refer to the Leaseholder

(30)

Appendix 4: Right to Repair - Qualifying repairs and

response time for completion

Schedule Defect Response Time

(working days)

 Total loss of electric power. 1

 Partial loss of electric power. 1

 Unsafe power or lighting socket, or electrical fitting. 1

 Total loss of water supply. 1

 Partial loss of water supply. 1

 Total or partial loss of gas supply. 1

 Blocked flue to open fire or boiler. 1

 Total or partial loss of space or water heating between 31 October and 1 May.

1

 Total or partial loss of space or water heating between 30 April and 1 November.

5

 Blocked or leaking foul drain, soil stack, or (where there is no other toilet in the dwelling house) toilet pan.

1

 Toilet not flushing (where this is no other working toilet in the dwelling house).

1

 Blocked sink, bath or basin. 5

 Tap which cannot be turned. 1

 Leaking from water or heating pipe, tank or cistern. 1

 Leaking roof. 5

 Insecure external window, door or lock. 5

 Loose or detached banister or hand rail. 5

 Rotten timber flooring or stair tread. 5

 Door entry phone not working. 5

 Mechanical extractor fan in internal kitchen or bathroom not working.

(31)

Appendix 5: Tenant Repairing Responsibilities

Baths, basins, drains and waste

 Initially trying to clear blocked baths, sinks and basins. Tenant will be recharged if following the repair being carried out its cause has been found to be caused by the tenant.

 Replacing plugs and chains to baths, basins and sinks.

 Repairing any items that have been fitted by the tenant previously.

 Keeping gully grids clear of leaves and rubbish.

 Clearing blockages in washing machines or dishwashers. If the tenant is fitting this as a new appliance they are responsible for this work. WDH could however do the work and recharge the tenant

 Any other repairs which investigations establish are not attributable to fair wear and tear.

Doors and locks

 Replacing Keys or locks when keys have been lost or tenant has locked themselves out.

 Fitting and repairing any additional locks and latches.

 Replacing glass in any internal or external door.

 Adjusting door when a new carpet fitted.

Electrics

 Resetting trip switches and if necessary turning off the mains supply.

 Replacing light bulbs, fluorescent tubes and starters.

 Replacing electrical plugs and plug fuses for tenants own appliances.

 Testing and cleaning of smoke detectors and replacing batteries.

Floors and stairs

 Repairing and replacing any floor coverings, vinyl tiles sheeting, carpets or laminates that the tenant has fitted. Floor covering that have been supplied by WDH as part of the Improvement Programme will only be provided once and so when ready for replacement this will be the responsibility of the tenant.

(32)

Garden and garages

 Repairing any fencing, patios, steps, sheds or other garden features, garages or driveways not originally provided by WDH.

 Maintaining garden paths other than those giving main access to the front and back door of the property.

 Replacing keys or locks to garage or shed doors when the keys have been lost. .

 Renewing broken clothes lines and posts.

Gutters

 Keeping gully grids clear from leaves and rubbish.

Heating

 Checking that heating controls (room thermostat, timer or programmer) are set correctly.

 Keeping the home properly heated and ventilated to prevent condensation or the build-up of carbon monoxide.

 Keeping the home properly heated to prevent pipes from bursting particularly during cold weather, or whilst tenants are away from the property for a period of time.

Kitchen fittings

 Installation of washing machines, dishwashers or tumble driers including waste, supply pipes and vents if not already provided by WDH.

 Repairing any extra units that have been installed in the property by the tenant

Pipes and taps

 Taking steps to prevent pipes from bursting during cold weather, particularly if the tenant is to be away from the property for any length of time.

 Turning off the water supply at the stop tap or sure stop if a water pipe has burst, and then turning all the taps on to allow all remaining water to flow out.

(33)

Roofs and chimneys

 Putting up and securing TV aerials (except communal aerials). Tenants need permission to put up a satellite dish.

Toilets

 Cleaning toilet pans.

 Attempting to clear blocked toilets. If on repair it is found that the blockage is caused by the tenant, then the tenant will be recharged.

Walls and Ceilings

 Decorating walls and ceilings inside the home.

 Filling minor cracks and holes in walls and ceilings.

 Keeping air vents clear and cleaning extractor fan vents.

Windows

 Replacing broken or cracked glass where it is found that the glass has been broken from inside the property.

 Fitting additional security locks to windows.

 Keeping window trickle vents clear.

Repair and Maintenance Policy

Repair and

Maintenance

Repair and Maintenance Policy

Contents

Repair and Maintenance ... 1

Appendix 1: Emergency repairs ... 16

Appendix 2: WDH - Repairing obligations ... 17

Appendix 3: Repair obligations for leaseholders ... 26

Appendix 4: Right to Repair - Qualifying repairs and response time

for completion ... 28

Repair and Maintenance

Introduction

Aims and Objectives of Policy

Diversity and Inclusion

Regulatory Requirements

Property Portfolio

Service Delivery

Health and Safety

Consultation

Code of Conduct

Responsibilities

Repairs

Access Arrangements

Rechargeable Repairs

Adaptations

Alterations

Right to Repair

Right to Buy and Right to Acquire Applications

Complaints and compliments

Warranties and Guarantees

Appendix 1: Emergency repairs

Appendix 2: WDH - Repairing obligations

Appendix 3: Repair obligations for leaseholders

Appendix 4: Right to Repair - Qualifying repairs and

response time for completion

Appendix 5: Tenant Repairing Responsibilities