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Repairs and Maintenance Policy
February 2013
Approved: February 2013
2 Repairs and Maintenance Policy February 2013
CONTENTS 1. INTRODUCTION 3 2. POLICY OBJECTIVES 4 3. LEGAL AND REGULATORY REQUIREMENTS 5 4. CONSULTATION 7 5. RESPONSIBILITY FOR REPAIRS 8 5.1 The Associations Responsibility for Repairs 8 5.2 The Tenants Responsibility for Repairs 10 5.3 Division of Responsibility 12 6. SERVICE STANDARDS 12 6.1 Service Standard Summary 12 6.1.1 SS1 - Equal Opportunities 13 6.1.2 SS2 - Reporting Repairs 14 6.1.3 SS3 - Repair Response Times 15 6.1.4 SS4 - Emergency Service 17 6.1.5 SS5 - Contractor Performance 17 6.1.6 SS6 - Rechargeable Repairs 18 6.1.7 SS7 - Complaints 19 6.1.8 SS8 - Alterations and Improvements 19 6.1.9 SS9 - Tenant Participation 20 6.1.10 SS10 - Medical Adaptations 22 6.1.11 SS11 - Planned and Cyclical Maintenance 22 6.1.12 SS12 - Repairs and Maintenance Funding 24 7. MANAGING THE REPAIRS & MAINTENANCE SERVICE 24 7.1 Summary of Roles and Responsibilities 24 7.2 Procurement, Tendering and Contracts 25 7.3 Insurance 27 7.4 Record Keeping 28 7.5 Performance Management & Continuous
Improvement
28
Appendix 1 - Legal Requirements Appendix 2 - Right to Repair Appendix 3 - Division of Responsibility Appendix 4 - Compensation for Improvements Annex 1 Appendix 5 - Delegated Authority
30 31 33 36 40 41
3 Repairs and Maintenance Policy February 2013
1 INTRODUCTION
Thistle Housing Association Limited is a Registered Social Landlord established in
2001 to take over the housing stock owned by Scottish Homes in Toryglen through a
Large Scale Voluntary Transfer.
Thistle Housing Association owns 892 houses and provides a Factoring Services to
841 Owner Occupiers in Toryglen, a small residential estate approximately 2 miles
south of Glasgow City Centre.
Thistle provides its tenants and owner occupiers with a Repairs and Maintenance
Service through contracts which deliver high quality, efficient and value for money
services.
This policy outlines the broad principals that will be used by Thistle Housing
Association in the completion of
Repairs and Maintenance
Cyclical Maintenance
Medical Adaptations
Voids
Minor and Capital Investment Works
in conjunction with best current practice and legislation.
4 Repairs and Maintenance Policy February 2013
2 POLICY OBJECTIVES
1 TRODUCTION
In providing the repairs and maintenance service, the Association’s aims are:
To be as responsive as possible to tenants’ needs and views
To provide houses which are safe and maintained to the highest possible
standards
To meet the associations’ legal obligations and the rights which tenants have
under their tenancy agreement
To sustain demand for our houses, thereby contributing to the Associations’
wider community regeneration objectives
To manage our services effectively and efficiently, and take action to ensure
continuous improvement in the quality of services.
To ensure that these aims are met, the Policy sets out in detail the service
standards which the Association is committed to achieving.
5 Repairs and Maintenance Policy February 2013
3 LEGAL AND REGULATORY REQUIREMENTS
Policy Statement
The Association is committed to delivering its services in accordance with the
Scottish Social Housing Charter and with all applicable statutory and common law
obligations.
The Scottish Social Housing Charter will help to improve the quality and value of the services that social landlords provide, and supports the Scottish Government’s long-term aim of creating a safer and stronger Scotland. It will do so by:
Stating clearly what tenants and other customers can expect from social landlords, and helping them to hold landlords to account;
Focusing efforts of social landlords on achieving outcomes that matter to their customers
Establishing a basis for the Scottish Housing Regulator to assess and report on how well landlords are performing. This assessment will enable the Regulator, social landlords, tenant and other customers to identify areas of strong performance and areas needing improvement.
The Charter includes 16 Outcomes and standards that social landlords should aim to
achieve, 4 of these outcomes detailed below, relate directly to this policy:
Outcome 4: Quality of Housing
tenants’ homes, as a minimum, meet the Scottish Housing Quality Standard (SHQS) by April 2015 and continue to meet it thereafter, and when they are allocated, are always clean, tidy and in a good state of repair.
Outcome 5: Repairs, maintenance and improvements
tenants’ homes are well maintained, with repairs and improvements carried out when required, and tenants are given reasonable choices about when work is done.
Outcome 6: Estate management, anti-social behaviour, neighbour nuisance and tenancy disputes tenants and other customers live in well-maintained neighbourhoods where they feel safe.
Outcome 13: Value for money
Tenants, owners and other customers receive services that provide continually
improving value for the rent and other charges they pay
Social landlords are responsible for meeting the standards and outcomes set out in
the Charter. They are accountable to their tenants and other customers for how well
they do so.
6 Repairs and Maintenance Policy February 2013
Legal Requirements
The Policy is designed to meet all the requirements of current legislation, the list at
Appendix 1 is not intended to be either comprehensive of exhaustive.
7 Repairs and Maintenance Policy February 2013
4 CONSULTATION
This Policy has been developed in consultation with service users who will inform its
implementation and will contribute to its ongoing review.
Consultation was undertaken through:
Consultation with South Toryglen Tenants Association
Tenant Satisfaction Surveys
Quarterly Newsletters
Open Days
Customers will be involved in ongoing monitoring of service delivery through
feedback, post inspections and periodic, independent satisfaction surveys.
8 Repairs and Maintenance Policy February 2013
5 RESPONSIBILITY FOR REPAIRS
5.1 THE ASSOCIATIONS RESPONSIBILITY FOR REPAIRS
The associations repairs and maintenance responsibilities are decribed fully in every
individual tenant’s Tenancy Agreement with further information provided in the
Tenants Handbook.
This section of the Policy provides a summary of Thistle Housing Associations’ main
responsibilities.
5.1.1 The Associations General Repairs Responsibilities
Any repairs or other work necessary to put the house into a state which is wind and
watertight, habitable and, in all respects, reasonably fit for human habitation. This
includes a duty to carry out repairs relating to water penetration, rising dampness
and condensation dampness.
Repairs to the common parts of our houses, for example boundary walls and fences.
As part of its duty to care, the Association will take into account the extent to which
the house falls short of the current building regulations by reason of disrepair.
5.1.2 Repairs to the Structure and Exterior of the House
This includes:
Drains, gutters and external pipes (but not clearing of blockages caused by
tenants negligence);
The roof;
Outside walls, outside doors, window cills, window catches, window frames,
including external painting and decorating
Internal walls, floors and ceilings, doors, door frames and internal staircases
and landings (but not including decoration).
Chimneys, chimney stacks and flues
Pathways, steps or other means of access
Plasterwork
Pram stores/cellars
Boundary walls and fences
9 Repairs and Maintenance Policy February 2013
5.1.3 Installations Provided by the Association
The Association is responsible for keeping in repair and in proper working order any
installation we have provided for space heating, water heating, sanitation and for
supply of water, gas and electricity including:
Baths, basins, sinks, toilets, flushing systems and waste pipes, showers and
water tanks.
Electrical wiring, fireplaces, fitted fires, and central heating installations, door
entry system communal TV aerial or IRS systems and extraction fans
Electric showers (excluding ancillary items such as shower curtains, poles,
hoses and heads).
Clearing choked sinks or sanitary ware
Fitting/renewing tap washers
Internal door handles
Window Ironmongery
Along with this the association will annually inspect and service any gas installations
in the house which it has provided and visually inspect any gas cookers and provide
safety information to the tenant.
The above will be repaired and maintained where the Association are satisfied that
repairs are not required as a result of tenant neglect.
The Association is not responsible for:
Any fixtures or fittings not belonging to it which make use of gas, electricity or
water
The repair or maintenance of anything installed by, or belonging, to the tenant
5.1.4 Access
Tenants are entitled to receive at least 24 hours notice of access being required for
routine maintenance which the Association wishes to carry out. In case of an
emergency, the Association reserves the right to gain immediate entry to the
property.
5.1.5 Insurance
The Association will maintain comprehensive Buildings Insurance although this does
not cover accidental damage.
10 Repairs and Maintenance Policy February 2013
The Association is not responsible for the arrangement of contents insurance cover.
5.1.6 Repairs which are the Responsibility of Other Public Service Providers
Some types of repairs are the responsibility of other providers of public services, for
example, repairs to adopted roads and footpaths, streetlighting repairs and repairs to
the water supply. The Association will provide the tenant with information about how
to report repairs to other service providers. Where tenants report problems in having
repairs carried out, the Association may contact the responsible authorities to
support the repair requests made by the tenants and to safeguard its own property.
5.2 THE TENANTS RESPONSIBILITES FOR REPAIRS
Tenants’ repairs and maintenance responsibilities are detailed in the Tenancy
Agreement and are summarised below.
5.2.1 Notice of Damage and/or Repairs
Tenants are responsible for reporting as soon as possible any damage to the house
and the common parts, including any repairs for which the Association is
responsible.
5.2.2 Responsibility for Care of the House and for Repairs
Tenants are responsible for taking reasonable care of their house. This includes
carrying out minor repairs and internal redecoration, as well as keeping the house in
a good and clean condition.
The Tenancy Agreement obliges tenants to inform the Association as soon as
possible of emergencies and for taking reasonable care during cold weather to avoid
the water pipes freezing.
Tenants are not responsible for repairs which are the result of fair wear and tear, or
of vandalism by others (provided that the damage is reported to the Police and the
Association as soon as possible).
Tenants specific repairs responsibilities include:
Replacing lost or broken keys and any costs incurred through forcing entry as
a result of lost keys;
Repair or replacement of items damaged through neglect or carelessness on
the part of the tenant, a member of their household or a visitor
11 Repairs and Maintenance Policy February 2013
If the Association agrees to carry out work which is the tenant’s responsibility a
recharge of the total cost will be made to the tenant.
5.2.3 Access for Repairs
The Tenancy Agreement requires tenants to allow access to the Associations’
maintenance contractors when appropriate notice is given. In the case of an
emergency, the Association reserves the right to gain immediate entry to the
property.
Where a tenant fails to grant access on two agreed access dates, then the repair
order will be cancelled and the tenant will be responsible for any payments due to
the contractor as a result of the abortive call outs.
5.2.4 Insurance
Tenants are responsible for the arrangement of house contents insurance cover in
their home. The Association encourages all tenants to ensure that they have
appropriate contents insurance and will provide advice on how to obtain low cost
insurance, if required.
Tenants are responsible for paying any Building Insurance Excess where the
insurance claim is a result of negligence by the tenant, a member of the household
or visitor.
5.2.5 Ceiling/Attic Hatches
Where appropriate, tenants are responsible for making sure that no ceiling or attic
hatch is removed and for ensuring that no one enters the roof space or stores any
items in the roof space.
5.2.6 Alterations and Improvements
Tenants wishing to carry out any alterations or improvements to their home must
follow the associations policy and procedures. Information on the procedures is
provided in the Tenants Handbook. Where approval for improvement works is
obtained in advance, and other qualifying conditions are met, the Association will
deal effectively with tenant requests to make alterations or improvements to their
home. These arrangements reflect the statutory compensation scheme introduced
as a result of the Housing (Scotland) Act 2001.
5.2.7 Right to Repair
12 Repairs and Maintenance Policy February 2013
Tenants may also have a legal entitlement to compensation or to instruct an
alternative contractor where the Association fails to carry out certain urgent repairs
within the timescales set out in the statutory regulations. More information and the
qualifying repairs and timescales relating to Right to Repair is contained in Appendix
2.
5.3 DIVISION OF RESPONSIBILITIES
There is a clear division of responsibilities between the Association and its tenants.
This means that we will carry out all repairs reported to us so long as they are our
responsibility, Appendix 3 provides details of the “Division of Responsibility”, i.e.
repairs which the Association carry out and those that are the responsibilit6y of the
tenant.
6 SERVICE STANDARDS
This section of the Repairs and Maintenance Policy sets out the standards the
association aims to deliver.
6.1 SERVICE STANDARD SUMMARY
The Association will:
a. Treat everyone using the service fairly, and with courtesy and respect.
b. Enable tenants to report repairs easily, including out of hours.
c. Provide a quick and effective response to repair requests.
d. Ensure that emergencies are made safe speedily and fully repaired as soon
as possible.
e. Make sure that work is of a high standard.
f. Use the Tenancy Agreement as the basis for recharging any repair costs to
tenants.
g. Respond positively to all concerns and complaints made by tenants.
h. Deal effectively with tenant requests to make alterations and improvements.
i. Inform and consult tenants on all major aspects of the service, and act upon
feedback received.
j. Carry out adaptations works, wherever possible, to meet the changing needs
of tenants.
k. Invest in planned and cyclical maintenance, to maintain the quality of the
Associations’ stock and the local community.
l. Ensure that adequate funding is available for repairs and maintenance
services.
13 Repairs and Maintenance Policy February 2013
Specific Standards for Repairs and Maintenance
1. All members of staff will receive appropriate training, promoting awareness of the needs of tenants with particular needs and/or from different ethnic or cultural backgrounds.
2. The Association will maximise its ongoing programme of property adaptation works, to meet the needs of tenants with disabilities or tenants changing needs.
3. Where necessary, we will make adjustments to the way we provide services, to take account of the particular needs of our service users. For example, when scheduling and carrying out repairs, we will be particularly sensitive to the needs of elderly or disabled tenants, or tenants with children. We will also ensure that any tenants who have problems with sight, hearing or literacy, or whose first language is not English, can receive information about our services, in a form that meets their needs.
4. The Association will ensure that tenant satisfaction surveys allow the quality of service provided to equalities groups to be identified and assessed.
5. The Association will confirm its commitment to equal opportunities to all approved contractors and consultants. We will require contractors and consultants to meet the standards we have set, as described in our Equal Opportunities Policy and conditions of contract.
The Association will take any complaints regarding discrimination or unfair treatment seriously, whether the complaint relates to a member of our staff, or to a contractor or consultant working on our behalf. Any such complaints will be thoroughly investigated. Where the Association is satisfied that any material breach of our equal opportunities standards has taken place then the contractor or consultant will be removed from the approved list immediately. In these circumstances, we will also submit a report to the appropriate trades or professional body
6.1.1 Service Standard 1 – The association will treat everyone using the
service fairly and with courtesy and respect
The Association has a statutory duty to promote equal opportunities and to tackle
discrimination in all aspects of its work.
In delivering the repairs and maintenance service, the Association will strive to
ensure equality of opportunity and service quality for all persons. Therefore, in
dealing with individual tenants and in the procurement of services the Association
will not discriminate on the grounds of gender, religion, ethnic or national origin,
sexual orientation, disability, marital status or social background.
14 Repairs and Maintenance Policy February 2013
The Association will abide by the Race Relations Act 1976 and the Disability
Discrimination Act 1995 (and the related Codes of Practice published by the
Commission for Racial Equality and the Disability Rights Commission), to ensure
that all groups and individuals receive an equally high level of service.
The Association’s commitment to fairness and equal opportunities also form part of
our standard conditions of contract for repairs and maintenance contractors.
6.1.2 Service Standard 2 – The Association will enable tenants to report
repairs easily, including out of hours
Reporting Repairs
Tenants can report all repairs to the Association’s office during normal working
hours. Repairs can be reported either by telephone, email or in person.
Out of office hours (including weekends and public holidays), emergency repairs are
reported to a specialist repairs call centre.
Guidance for tenants on how to deal with emergency situations is provided in the
Tenants Handbook, quarterly newsletters and on the Association’s telephone
answering service.
Repairs receipts
Tenants will be issued with a copy of the works order for the repair they have
reported. The works order specifies:
the contractor being used
agreed access arrangements, if applicable
the repair required
the category of repair and the target date for completion.
Where the repair is an emergency, the tenant may not receive their copy of the
works order until after the repair has been completed.
If the repair is a qualifying repair under the Right to Repair scheme, tenants will be
notified of this in writing, along with the timescale for completing the repair, and
arrangements for paying compensation and/or instructing an alternative contractor.
Access and appointments
Access arrangements are generally made direct by contractors, and monitored by
the Association.
15 Repairs and Maintenance Policy February 2013
The Association will also offer appointments to tenants who are not normally at home
during the day. Where required, this can include appointments outside normal
working hours for tenants.
Keeping tenants informed
If we become aware of any reason why a repair might be delayed, the maintenance
team will advise the tenant. The team will also be happy to respond to requests from
tenants for information about the status of repairs they have reported, and
anticipated timescale for completion.
Completion of Repairs
Tenants will be asked to sign the contractor’s copy of the works order to confirm the
time and date of the contractor’s attendance and that the work has been completed.
Tenant Satisfaction
Tenants will be sent a Customer Satisfaction Form along with the repair receipt for
completion. A stamped address envelope is provided and results are monitored by
the Association.
6.1.3 Service Standard 3 – The Association will provide a quick and effective
response to repair requests
Categorisation of repairs and target timescales
The Association places responsive repairs into three categories, each with its own
target timescale for response and/or completion. These are:
Emergency repairs
Urgent repairs
Routine repairs
The targets give the highest priority to works which present risks to tenants’ health,
safety and comfort and/or the Association’s property. They also help ensure
effective use of resources.
The targets do not apply to repairs during the defects liability for refurbishment works
– more information is provided below about these types of repairs.
Repairs categories and target response/completion times
Emergency Repairs (including emergencies out of office hours)
16 Repairs and Maintenance Policy February 2013
Emergency repairs are problems which put at risk health, safety or security or where
delay could result in significant damage to the property.
Where emergency repairs cannot be fully completed at a first visit, the property will
be made safe and the repair completed as soon as possible.
Examples of Emergency Repairs are:
Serious Water/Rain Penetration Unsecure external entrance door
Boarding of Broken Windows Gas Leaks
Loss or partial loss of Gas Supply Serious Storm Damage
Target Response Time Attendance within 4 hours to make safe or if possible complete Urgent Repairs Urgent repairs are problems which cause a serious loss of facility to the tenant of where delay will cause further deterioration. Examples of Urgent Repairs are:
Problems with Controlled Entry Doors Running Overflows
Faulty Internal Doors Minor Electrical Faults
Problems with Communal TV aerial or satellite systems
Loose or detached banister or handrail
Target Response Time Complete within 24 hours Routine Repairs Routine repairs are problems which can be deferred without serious inconvenience to the tenant and without further adverse effects of the property. Examples of Routine Repairs are:
Loose Floorboards Damaged hinges to a fitted kitchen cupboard
Minor cracking to plasterwork Repair to a controlled entry handset
Faulty Shower, where a bath is in situ Replacement of an internal door
Target Response Time Complete within 10 days
17 Repairs and Maintenance Policy February 2013
Defects Liability Period Repairs Different arrangements apply to works needed to rectify defects in newly modernised houses. These works are normally covered by a 12 month defects liability period, during which the contractor is responsible for repairing and making good any defects which occur. The Associations’ normal target timescales for completion do not apply to defects, since these are the contractors’ responsibility. However, the Association manages the reported defects and monitors contractors performance in completing them, to ensure that works are completed as quickly as possible and that inconvenience to tenants is kept to a minimum. Right to Repair Some repairs are also covered by the statutory Right to Repair Scheme, which specifies the maximum completion times for certain types of small urgent repairs. The association complies fully with this legislation full details of the repairs covered under the Right to Repair Scheme are detailed at Appendix 2. 6.1.4 Service Standard 4 – The association will ensure that all emergency
repairs are made safe speedily and fully repaired as soon as possible. Emergency repairs are as defined in section 6.1.3. The Association will regularly review its systems and performance, to ensure a quick and effective response to emergencies. Emergency repairs will normally be instructed in accordance with the delegated authority arrangements, see Appendix 5. In the event of unforeseen emergencies, (e.g. damage caused by flooding or adverse weather conditions) Senior Staff in consultation with a Management Committee Member can instruct works to make a property safe without reference to expenditure limits or tender procedures. 6.1.5 Service Standard 5 – The Association will make sure that work is of a
high standard and that contractor performance is closely monitored. The Associations’ quality assurance methods are based on pre and post inspecting a sample of repairs to ensure that work is clearly identified, satisfactorily completed and that any tenant complaints are fully investigated. Pre- Inspections
The Association will pre-inspect a minimum of 10% of routine and urgent repairs.
Pre-inspections will be carried out if the nature of the repair is not clear, or if there is
doubt about the need for the work. All void properties and all repairs with an
18 Repairs and Maintenance Policy February 2013
estimated higher value, for example a request for a new kitchen installation will be
pre-inspected. Void repairs are not be included in the 10% pre-inspection target.
A quarterly report on the number and percentage of pre-inspections will be submitted
to the Technical and Property Services Sub-Committee.
Post Inspections
The Association will post inspect a minimum of 10% of all repairs carried out.
Post inspections will always be carried out in the following circumstances:
If a tenant complains about the contractor or the quality of workmanship.
A sample of repairs carried out by new contractors
A quarterly report on post-inspections carried out, and the level of unsatisfactory
work, will be submitted to the Technical and Property Services Sub Committee.
6.1.6 Service Standard 6 – The Association will use the tenancy agreement as the basis for recharging any repair costs to tenants
Repair works which are the responsibility of the tenant under the tenancy agreement
may be carried out by the Association and re-charged to the tenant.
The full cost of any repair works will be re-charged to the tenant in the following
cases:
Repairs which are a result of deliberate damage or neglect by the tenant, a household member or a visitor (excluding fair wear and tear).
Call out charges for an emergency repair, where the tenant has failed to provide access to the contractor.
Call out charges where the tenant has agreed access arrangements on two occasions but access has not been achieved.
Repairs where the fault is the result of the tenant’s fixtures, fittings, appliances or installations.
Gaining access to the property where the tenant has lost the keys.
End of tenancy repairs where a property has not been left in an acceptable condition and/or keys have not been returned.
Where possible the tenant’s agreement to pay will be sought prior to instructing any
repairs.
The Association reserves the right to proceed with works without a tenant’s prior
agreement to pay for the re-charge in the following circumstances:
19 Repairs and Maintenance Policy February 2013
If there is a risk of material damage to the Association’s property
If there are risks to health and safety
If delaying the repairs until agreement is obtained will result in inconvenience or will have an adverse effect on other tenants.
6.1.7 Service Standard 7 – The Association will respond positively to all concerns or complaints made by tenants
The Association encourages all tenants to let us know if they are dissatisfied with any aspect of our service. All expressions of dissatisfaction and concern will be fully investigated in line with the Associations Complaints Handling Procedure. The Complaints Handling Procedure deals with complaints about service, staff, contractors and committee. 6.1.8 Service Standard 8 – The Association will deal effectively with tenant
requests to make alterations or improvements to their home The Association recognises that on occasion, tenants may wish to make alterations
or improvements to their home. For example:
fitting a new kitchen or bathroom
putting up a shed or other structure
putting up a fence or wall
Applications for permission
Under the Tenancy Agreement, tenants may only carry out alterations or
improvements with the Association’s prior permission. The Association is obliged to
accept or reject any applications for permission within 28 days. If we do not respond
within this timescale, tenants may assume that our permission has been granted.
Applications to carry out alterations or improvements (other than interior decoration)
should be made in writing on the Association's standard form. We will not turn down
any request for permission which is reasonable.
The Association may make permission conditional upon the work being carried out to
an acceptable standard and/or conditional on the property being reinstated to its
original condition at the end of the tenancy. As a matter of policy, the Association
will not approve requests to erect satellite dishes, since the majority all of the
Association’s properties are served by common satellite systems.
Permission to carry out alteration or improvement works will normally be granted
subject to the following conditions.
20 Repairs and Maintenance Policy February 2013
Any proposed improvements will meet relevant standards of safety and workmanship (for example, if changes to the electrical wiring or gas installation are required, we will specify that a competent and qualified tradesperson must carry out the work).
The works will not result in unreasonable future maintenance costs to the Association.
The works will not detract from our ability to let the property in future.
The tenant has obtained all the necessary approvals (e.g. planning permission or building regulations approval, if required).
Compensation for improvements
Under the Housing (Scotland) Act 2001, tenants may be able to receive
compensation from the Association for improvements they make to their homes.
The Association operates a separate Policy on compensation for improvements,
which reflects the statutory compensation scheme. The Policy also describes the
circumstances in which the Association may pay compensation on a discretionary
basis, ie in cases which fall outside the statutory compensation scheme.
Appendix 4 details what improvements are included in the Right to Compensation for Improvements and the formula used to calculate the level of compensation which maybe awarded. 6.1.9 Service Standard 9 – The Association will inform and consult tenants on
all major aspects of the service, and act upon the feedback received Tenant Participation Strategy The Association’s Tenant Participation Strategy and Action Plan sets out its overall
approach to promoting tenant participation and meets our obligation set out in
Outcome 3 of the Scottish Social Housing Charter.
Through the Strategy, and in line with the Charter, the Association will meet its
obligations to provide information about changes to repairs and maintenance policies
which will have a material effect on tenants, and about performance standards and
targets relating to repairs and maintenance.
This will include information made available to all Thistle HA tenants, and the South
Toryglen Tenants Association. This group plays a valuable role in providing
feedback on the Association’s standards and performance across all a range of
service areas, including repairs and maintenance.
21 Repairs and Maintenance Policy February 2013
Tenants Handbook and other information
The Association’s Repairs and Maintenance Policy and procedures are freely
available to anyone who wishes to see them. However, we recognise that most
tenants prefer to receive summarised information rather than the full detail of our
procedures.
The Association will provide good quality, summarised information about repairs and
maintenance matters in the Tenants Handbook which is provided to all tenants.
We will also provide information about the repairs and maintenance service in
leaflets, newsletter articles and letters.
Tenancy Agreement
Landlord and tenant responsibilities for repairs are fully described in each tenant’s
Tenancy Agreement. We will provide new tenants with an explanation of the
agreement during sign-up’s, as well as a copy of the Tenants Handbook and
information about how to report repairs, including emergency contact numbers.
Tenant feedback about the repairs and maintenance service
The Association will use a range of methods to obtain feedback from tenants about
the quality of the repairs and maintenance service.
We will conduct surveys of all Thistle HA tenants periodically to obtain feedback about the full range of our services, normally every 3 years.
We will seek feedback for all individual repairs, by posting a customer satisfaction questionnaire to every works order, included with this is a Stamped Addressed Envelope.
We will conduct regular telephone surveys with a sample of tenants, to obtain more qualitative information from tenants about their experience of using the repairs service.
We will carry out a separate satisfaction survey for all tenants whose homes have been included in modernisation or significant planned maintenance works.
We will monitor comments and complaints made about the service in line with the Complaints Handling Procedure.
All feedback provided will be analysed to identify how services can be improved, for
individual customers who have provided feedback, and at an overall level.
22 Repairs and Maintenance Policy February 2013
Reporting on the Association’s performance
The Association will provide tenants with regular information about its performance,
in tenant newsletters and in the Association’s annual report.
In particular, we will ensure that tenants receive information about our performance
in the following areas:
Completion of responsive repairs in relation to the Association’s targets
Expenditure on repairs and maintenance
Consultation about changes to policy and service standards
Planned maintenance works. 6.1.10 Service Standard 10 – The Association will carry out adaptation works,
whenever possible, to meet the changing needs of its tenants The Association prioritises adaptation works on the basis of definitions agreed with
the occupational therapy service. Assessment of individual cases is based on
reports by the occupational therapists.
To minimise waiting times for tenants who have been assessed as having a priority
need for adaptations, the Association will front-fund the cost of the works, and seek
to recover the costs from Glasgow City Council up to the level agreed by Glasgow
City Council at the start of each financial year.
Other works will be carried out as and when funds are made available by Glasgow City Council. 6.1.11 Service Standard 11 – The association will invest in planned and cyclical
maintenance, to maintain the quality of its housing stock and the local community
Major repairs and planned renewals
Major repairs and planned renewals contracts will be identified in accordance with
stock condition and life cycle costings information, and will also reflect the pre-
transfer commitments given to tenants.
An annual programme of works will be presented for approval by the Technical and
Property Services Sub Committee and the Management Committee.
Works will be procured in accordance with the Association’s Procurement Policy,
which is based on Best Value.
23 Repairs and Maintenance Policy February 2013
Other planned maintenance work
The Association will carry out an annual programme of planned maintenance work,
as approved by the Technical and Property Services Sub Committee. The main
types of work in this category will be as follows:
Services relating to Multi Storey Flats
For example, lift maintenance and special services.
Cyclical Maintenance
Landscape Maintenance
This will cover regular maintenance to the landscaped areas surrounding the blocks
owned and factored by the Association along with individual garden maintenance
where requested by residents. Where a request for garden maintenance is received,
a separate charge will be levied to the resident for this service.
Servicing of Gas Appliances
This will involve annual servicing and safety checks of gas central heating systems
owned by the association.
Maintenance painterwork
A 5 yearly cycle is in place to maintain and protect the internal closes along with the
externals of timber windows, soffits and facias.
Tenant information and consultation
We will always provide tenants with advance notification in writing of any works that
directly affect their home.
For larger-scale works, the Association will provide all affected tenants with
information about the proposed works, and about any choices or options available to
them, on a personal basis (for example through home visits, open days or meetings
with groups of tenants).
The Association will also follow up the works, by obtaining and assessing tenant
feedback (for example, for works relating to replacement of kitchens), this provides
the Association with useful feedback which it will use to identify any opportunities for
improving the way it plans and manages future works.
24 Repairs and Maintenance Policy February 2013
6.1.12 Service Standard 12 – The Association will ensure that adequate funding is available for repairs and maintenance services
Responsive repairs and service charges
Reactive and cyclical repairs will be funded directly from rental income. The
projected cost of repairs is therefore a key element in the Association’s annual
budget-setting process and in decisions about future rent levels.
Budgetary provision for cyclical maintenance which is not fully spent will be carried
forward for future works.
The cost of some maintenance items, such as landscaping works are met by
separate service charges. The Association will monitor service expenditure, to
ensure that service charges cover costs and that they provide value for money for
tenants and other service users.
Financial planning for major repairs and renewals
The Association will make repairs and maintenance services an integral part of its
financial management and planning. The Association will do this by:
Making adequate provision for all aspects of repairs and maintenance in the annual budget;
Carrying out regular surveys of the condition of its housing stock, and using the results to develop life cycle costings and related funding strategies.
The associations is a debt funded organisation and as such is governed by the
information contained within the Business Plan. The repairs and maintenance,
cyclical maintenance and major works are a large proportion of the Associations
business plan spending and as such, a major part of the funding strategy for the
association.
7 MANAGING THE REPAIRS AND MAINTENANCE SERVICE
7.1 SUMMARY OF ROLES AND RESPONSIBILITIES
The Management Committee has delegated responsibility to the Technical and
Property Services Sub Committee for monitoring the overall performance of the
repairs and maintenance service.
Responsibility for the operational management of the service lies with the Technical
and Property Services Team, led by the Maintenance Manager who in turn reports to
the Director.
25 Repairs and Maintenance Policy February 2013
The Association will ensure high quality internal communication between the
Technical and Property Services Team, Housing Management and Finance on
“cross cutting” issues such as void management, budgeting and financial planning,
and specifications and briefs for future major works.
The scheme of delegated authority at Appendix 5 provides full information about
committee and staff responsibilities for decision-making, including the financial and
other limits which apply.
7.2 PROCUREMENT, TENDERING AND CONTRACTS
Contractor selection and appointment
The Association’s approach to maintenance procurement will be informed by its
overall Procurement Policy, which:
Promotes value based selection, in which both cost and quality are considered to identify how best value can be achieved;
Seeks to achieve transparency in how decisions are made about procurement methods and choice of suppliers.
For responsive repairs:
The bulk of the Association’s responsive repairs are carried out under a contract with a single appointed contractor.
In addition, the Association will maintain an approved list of contractors, to provide access to specialist contractors and/or to provide additional contractor capacity where required.
Higher value works will be subject to estimates, competitive quotations and competitive tenders, as specified in the Scheme of Delegated Authority for repairs and maintenance works.
For planned and cyclical works, the Association will select procurement methods
which meet the needs of the individual commission.
Competitive tendering will be used where the nature of the work is sufficiently clear
to enable suppliers to provide a detailed fixed price. The Association will also make
use of alternative methods (for example, partnering and negotiation), for long-term
cyclical maintenance contracts and multi-phased planned maintenance works, where
it can be clearly demonstrated that this represents best value and can be achieved in
an accountable and transparent way.
The Association will make an assessment of the most suitable procurement methods
based on the nature of the work, and will identify the most effective procurement
option with reference to the following principles:
26 Repairs and Maintenance Policy February 2013
Best value – the optimum balance between quality and cost
Accountability – taking account of The Scottish Housing Regulators and EU Guidance and requirements where applicable
Transparency – with the cost of non traditional procurement methods tested against comparable works obtained through competitive tendering wherever possible, and the use of such methods approved by committee where the value of the works exceeds £15,000.
The approved list of contractors
All contractors wishing to be admitted to the Association’s approved list will follow the
application process as detailed in the Procurement Policy. The application process
is designed to ensure that potential contractors’ competence, rates and track record
are assessed, and that they meet the Association’s requirements in relation to
matters such as equal opportunities, health and safety management and customer
service standards.
Where non traditional procurement methods are being considered, potential
contractors will be required to demonstrate that they meet these criteria by applying
for admission to the approved list of contractors.
Contractors on the approved list may be appointed to carry out responsive repairs,
and will also be considered when the Association is seeking estimates, competitive
quotations and competitive tenders for larger-scale works or services.
Conditions of Contract
All contracts for maintenance and repair works will be subject to formal written
agreements.
Monitoring contractor performance
The performance of contractors will be monitored on a continual basis by officers in
the Technical and Property Services. This performance will be presented to the
Technical and Property Services Sub Committee quarterly, and to the Management
Committee for information purposes.
Works which are subject to partnering arrangements will be reviewed regularly with
reference to the key performance indicators and quality measures agreed with
partner contractors.
Where the Association intends to extend an existing contract on the basis of
negotiation, a formal review of the contractor’s performance under the existing
27 Repairs and Maintenance Policy February 2013
contract will be carried out and the results reported to the Technical and Property
Services Sub Committee.
The approved list will be reviewed annually, with a report made to the Technical and
Property Services Sub Committee recommending any changes to the list. Where
relevant, the annual review report will comment on any aspects of a contractor’s
performance which give cause for concern (for example, in relation to completion
performance, quality of workmanship, customer satisfaction and complaints,
adherence to the Association’s procedures).
Tendering Limits
Where quotations or tenders are the Association’s preferred procurement method,
the following limits will apply:
£1000-£5000, 3 quotations or 3 tenders, approved by Maintenance Officer
£5001-£15000, 3 tenders, approved by Maintenance Manager
Over £15,000, 3 tenders, approved by Management Committee
More information is provided in the scheme of delegated authority contained at
Appendix 5.
7.3 INSURANCE
Cover maintained by the Association
The Association maintains Building Insurance cover for all properties it owns and
manages. Where applicable the Association will claim recoverable losses from the
the insurers as quickly as possible.
Excepting primary damage by fire, store and vandalism, only consequential damage
will be funded. For example, assessing and repairing a burst pipe is not covered but
damage to a ceiling and decoration arising as a consequence of the water ingress is
covered.
When the loss is the result of vandalism the police should be contacted by the
Association and details of the Police Station should entered onto the insurance claim
form.
Instructing repair works
Repairs likely to cost less than £4,500 (excluding VAT) will be processed in a similar
way to routine repairs.
28 Repairs and Maintenance Policy February 2013
Works likely to cost more than £4,500 (excluding VAT) will be notified to the
insurance company for initial intimation of the claim and advice on how to proceed.
Where a loss adjuster is appointed by the Insurance Company their advice should be
accepted and followed to ensure as quick a solution to the claim as possible.
Claims and invoicing
On completion of the repairs and on receipt of the relevant invoice(s) the formal
insurance claim will be completed by the Finance Manager for acceptance and
settlement, along with the copy invoice(s).
Any insurance excess or shortfall in settlement will be highlighted and if appropriate
will be processed as rechargeable repairs.
7.4 RECORD KEEPING
The Association’s systems and procedures will record all maintenance requests,
orders instructed and associated costs.
In addition, the records maintained by the Association will include:
a property register, recording all properties in ownership and management a repair record for each individual property a record of all repairs instructed and the subsequent cost arising details on all contractors included on the approved contractors list a record of all insurances held by the Association and any claims made a record of any known asbestos in the Association’s properties records relating to the inspection and servicing of gas installations,
including copies of inspection certificates, correspondence relating to access requests, and action taken in cases where tenants fail to provide access
details of all alterations and improvement works for which permission has been requested and approved or rejected
a tender register a record of all contracts entered into by the Association.
7.5 PERFORMANCE MANAGEMENT AND CONTINUOUS IMPROVEMENT
The Association will set targets for service performance in its Business Plan, and will
monitor all aspects of its performance closely.
29 Repairs and Maintenance Policy February 2013
Regular reports on performance in relation to targets and service standards will be
provided to the Technical and Property Services Sub Committee, which meets
quarterly.
Quarterly reports to the sub-committee will provide information about:
Expenditure on repairs, compared with the approved budget.
Performance in meeting the Association’s target response times.
Tenant feedback results.
Stock management and safety issues – for example gas servicing.
Reports will be submitted to the sub committee as required on:
Major repairs or renewals
Property adaptations
Rechargeable repairs
Contracts subject to competitive tendering.
Additionally, annual reports will be submitted on approved contractors, to review their
performance and to make any revisions to the list for use over the forthcoming year.
The sub committee will monitor progress in implementing the service development
and improvement priorities set out in the Business Plan, which provides the focus for
addressing continuous improvement within the repairs and maintenance service.
The Association will regularly assess service outcomes and performance in relation
to The Scottish Social Housing Charter, to measure service quality and the extent to
which services are improving and meeting policy objectives and customers’ needs.
This Policy will be reviewed every 3 years, or earlier if required.
30 Repairs and Maintenance Policy February 2013
Appendix 1 – Legal Requirements
Thistle Housing Associations’ Maintenance Policy complies with all the legislation.
Guidance and best practice in respect of maintenance and repair of our housing
stock and are encompassed in the following statures as detailed below:
Health and Safety at Work Act
Control of Asbestos Regulations 2006
The Gas Safety (Installation and Use) Regulations 1998
The Housing (Scotland) Act 1987
The Housing (Scotland) Act 1988
The Housing (Scotland) Act 2001
The Housing (Scotland) Act 2010
Building Standards (Scotland) Amendment Regulations 2001
Deeds and Conditions of Occupancy Agreements
The Scottish Social Housing Charter
Scottish Housing Quality Standard
Equal Opportunities Legislation
Data Protection Act 1998
Disability Discrimination Act 1995
Disability Discrimination Act 2005
Property Factors (Scotland) Act 2011
The Policy is designed to meet all the requirements of current legislation, the list
therefore is not intended to be either comprehensive of exhaustive.
31 Repairs and Maintenance Policy February 2013
Appendix 2 – Right to Repair When a repair is received by the association, the tenant is advised whether it is a
Qualifying Repair under the Right to Repair Scheme. An inspection of the home
may be required to confirm if the repair is a qualifying repair or not.
Below is a detailed list of the faults and repairs which qualify under the Right to
Repair Scheme.
Type of qualifying repair and maximum time for completion
(number of working days)
Blocked flue to open fire or boiler. 1
Blocked or leaking foul drains, soil stacks or toilet pans where there is no other
toilet in the house.
1
Blocked sink, bath or drain. 1
Loss of electric power. 1
Partial loss of electric power. 3
Insecure external window, door or lock. 1
Unsafe access path or step. 1
Significant leaks or flooding from water or heating pipes, tanks, cisterns. 1
Loss or partial loss of gas supply. 1
Loss or partial loss of space or water heating if there is no alternative heating. 1
Toilet not flushing where there is no other toilet in the house. 1
Unsafe power or lighting socket, or electrical fitting. 1
Loss of water supply. 1
Partial loss of water supply. 3
Loose or detached banister or hand rail. 3
Unsafe timber flooring or stair treads. 3
Mechanical extractor fan in internal kitchen or bathroom not working. 7
32 Repairs and Maintenance Policy February 2013
Note
The maximum time for completion starts on either:
the next working day, after the tenant reports the repair, or
the next working day, after the Association has carried out an inspection (if an inspection is required).
33 Repairs and Maintenance Policy February 2013
Appendix 3 – Division of Responsibility
ITEM LANDLORD TENANT EXCEPTIONS
Back Boiler
Balconies
Banister (internal)
Baths
Bin Shelters
Brick/block work
Ceilings
Chimney stacks/pots, cowls etc
Cisterns
Fixed Clothes Poles
Coal Bunkers Retaining boards of internal store
Cookers Maintained where provided/adopted by us
Communal areas to flats
Communal TV system Not provided/adopted by us
Cupboards
Damp-proof courses
Decoration, internal
Doorbell
Doors to common areas
Door/door fittings, external
Door locks, (including bathroom door)
Doors, internal, fire
Doors, internal, pass
Door name plate
Down pipes, rain and soil
Drainage (including blockages)
Driveways
Drying areas
Drying cabinets
Electric heaters provided/adopted by us
Electric plugs
34 Repairs and Maintenance Policy February 2013
Electric wiring, sockets & switches
Entry systems
Fascia, soffit boards etc
Fences – garden boundaries When a hazard
Fences – between boundaries When a hazard
Fences – other
fire baskets, grates and surrounds
Fires (electric/gas) Those provided by you
Fireplace tiles Decorative tiles provided by you
Floor tiles Decorative tiles provided by you
Floorboards
Foundations
Fuse box, ELCB fuses, MCB
Fuse to plug
Garages Timber garages erected by tenants or unauthorised installations
Garden huts
Gas central heating, pipes, radiators, timer, thermostats, pumps etc
Unauthorised installations/those not adopted by us for maintenance
Gas piping
Gates Where not provided/adopted by us
Glass, external
Glass to internal doors/screens
Your negligence
Greenhouses
Guttering
Handrails, external
Hatch to loft (communal/individual)
Immersion heaters Unauthorised installations
Keys (replacement)
Kitchen fittings and worktops
Lifts
Light bulbs
Lighting pendants and roses
Outbuildings
Overflow pipes
Painting, external
Painting, internal
Parking areas, communal
Path to main access
35 Repairs and Maintenance Policy February 2013
Path to garden
Paths, public
Plaster and plasterboard
Porch Unauthorised structure
Pumps
Radiators Unauthorised installation
Refuse chutes
Retaining walls (adopted by Thistle)
Roofs, tiles/slates, roof lights
Ropes for clothes drying
Rotary clothes drier Where for communal use
Roughcast
Sheds
Shower unit Ancillary items such as poles, curtains, hoses and heads
Sink base unit
Sink bowl and drainer
Skirting boards
Smoke detectors (mains)
Smoke detectors (battery) You are responsible for renewing batteries
Socket (electrical)
Soft furnishings provided/adopted by us
Spin driers for communal use
Spin/tumble driers for individual use
Where provided/adopted by us
Stairs (common or internal)
Stair Lighting
Steps
Switches, electrical
Taps
TV aerials
TV aerials communal sockets
Ventilators
Wash hand basin
Washer on taps
Washing machines for communal use
Waste plugs, chains to basin/bath/sink
Water heating Unauthorised installations
Water supply
WC
WC seat
36 Repairs and Maintenance Policy February 2013
Window frames, sills and fittings
Appendix 4 – Compensation for Improvements
The tenant must have the written consent of the Association prior to making the
improvement.
The improvement must be a qualifying one in terms of the list at Annex 1.
Tenants applying for consent to make improvements must complete the Association’s
standard form and provide
a) A description of each improvement proposed
b) The proposed start/end date for each improvement
c) An estimate of the cost of each improvement
d) Details of any grants applied for.
The Association will examine the improvements proposed, and will consent subject to
an assessment of the quality of the work, once completed.
Tenants will be required to provide receipts for completed work
Compensation can only be paid at the end of the tenancy
Compensation will not be paid if the calculated amount is less than £100.
The maximum compensation payable will be £4,000.
A qualifying tenant must be:
a) The tenant of the house and the person for whom the qualifying
improvement was carried out, or
b) A tenant or joint tenant which existed at the time when the qualifying
improvement was carried out, or
c) A tenant who succeeded to the tenancy, which existed when the qualifying
37 Repairs and Maintenance Policy February 2013
Improvement was carried out.
It is assumed that, in the case of a joint tenant, the right to compensation will be
resolved between those who jointly qualify for compensation, at the time they join or
leave the joint tenancy. If one joint tenant cannot be traced when compensation falls
to be paid; the full amount of compensation will be paid to the remaining joint tenant.
It is for the missing tenant to recover his/her share from those to whom it was paid.
Tenants will not qualify for compensation under the scheme if:
a) They exercise their Right to Buy
b) The house is repossessed by the Association
c) The Association grants a new tenancy for the same property to the
qualifying tenant, whether or not with anyone else
d) The qualifying tenant or successor has already received compensation
for the improvement.
At the end of the tenancy the Association will check the tenancy files for details of
any qualifying improvements, and will remind the tenant of their right to compensation
if appropriate.
To qualify, a tenant must submit a claim, on the appropriate form, within the period
starting 28 days before and ending 21 days after the tenancy comes to an end. The
Association will respond to the claimant within 28 days of the date of the claim.
VAT will be excluded from any calculation for compensation
Compensation will be calculated on ONLY the real cost to the tenant. It will exclude:
a) Any costs attributed to the tenant’s own labour
b) Any grants received by the tenant towards the cost of the improvement
c) VAT paid
d) The cost of any professional fees paid
e) The cost of obtaining planning consent or consent under building
regulations.
The basis for calculation compensation will be the tenant’s original cost, discounted
over the notional life of the improvement that has elapsed since the improvement was
completed. The Association can also deduct a notional amount for excessive wear
and tear or can increase compensation if the condition of the improvement is
noticeably better than could be expected.
38 Repairs and Maintenance Policy February 2013
Depreciation for the elapsed time since installation of the improvement will be
calculated is:
C x 1-(Y/N)
C = the cost of the improvement works from which shall be deducted the amount of any grant received for the works
N = the notional life of the improvement
Y = the number of years that have elapsed from the date of the improvement to the date of the end of tenancy (part of year shall be counted as one year).
If the result of this process is less than £100, compensation is not payable.
If the amount payable after the calculation exceeds £4,000, the Association is not
required to pay in excess of this, although it retains the discretion to do so.
In making an offer of compensation, the Association will state how the figure was
calculated, including details of any deductions or supplements made and how the
offer may have been affected by the upper or lower limits.
Having calculated the compensation payable, the Association reserves the Right to
apply this to any amounts owing by the tenant e.g. rent arrears.
If the tenant is dissatisfied with the compensation calculation, he/she may apply to
have this reviewed by the Management Committee. The Management Committee
may seek the advice of an independent valuer or surveyor appointed for this purpose.
39 Repairs and Maintenance Policy February 2013
ANNEX 1
Qualifying Improvement – Right to Compensation for Improvements
ITEM IMPROVEMENT NOTIONAL LIFE (Years)
1 Bath or shower 12
2 Sound insulation 20
3
Wash hand basin 12
4
Toilet (WC complete) 12
5
Kitchen sink (including base unit) 10
6
Storage cupboard in bathroom/kitchen 10
7
Worktops 10
8
Space/water heating 12
9
Thermostatic radiator valves 7
10
Insulation of pipes, water tank or cylinder 10
11
Loft insulation 20
12
Cavity wall insulation 20
13
Draught proofing of external doors/windows 8
14
Double glazing/other window replacement/secondary glazing
20
15
Installation of mechanical ventilation in bathrooms 7
16
Rewiring/provision of power and lighting/other electrical improvements (including mains wired smoke detectors)
15
17
Security measures, excluding burglar alarm systems
10
40 Repairs and Maintenance Policy February 2013
Appendix 5 – Delegated Authority
The Association’s Management Committee must approve all works costing over
£15,000 excluding VAT. For all other works, the following staff have delegated
authority to issue instructions. These limits derive from the Association’s financial
regulations and must be strictly observed. (Where the works are classed as
emergency and it is therefore not appropriate to risk the well-being of our tenants and
others by delaying approval, the works to rectify the emergency situation should be
ordered immediately with any follow-up work being subject to the delegated authority
limits).
Estimated Works Cost
Procedure Required Delegated Authority to Instruct Work
Up to £1000
Works Order Repairs Assistant
£1001-£5000 3 Quotes or 3 Tenders Maintenance Officer
£5001-£15000 3 Tenders Maintenance Manager
Over £15,000 Minor Contract/Major Contract 3 Tenders
Management Committee
The Maintenance Manager or his designate will offer works (except Voids)to
competitive quotes from three contractors; where possible will obtain at least two
quotes for the work. Void repairs with the exception of essential safety checks such
as Electric and Gas are carried out by the Association’s o wn in-house team.