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Contents

1. Scope of Policy
2. Housing Plan/Corporate Plan/Service Plan
3. Objectives and Principles of the Policy
4. Response Times
5. Reporting Repairs
6. Performance Monitoring
7. Policy Review

Appendix 1

1.    Scope of Policy

1.1   This policy describes the activities and responsibilities involved in delivering a response repairs service.

1.2   Response repairs are defined in this policy as repairs which are requested by the tenant to existing elements of their property.

1.3   The Council will ensure that no individual is discriminated against on grounds of sex or marital status, on racial grounds, or on grounds of disability, age, sexual orientation, language or social origin, or other personal attributes, including beliefs, or opinions, such as religious beliefs or political opinions. The Council will ensure the promotion of equal opportunities by publishing information and documentation in different languages and other formats such as large print, tape and Braille as required.

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2.    Housing Plan/Corporate Plan/Service Plan

2.1   The Response Repairs Policy will assist the Council to meet the aims and priorities detailed in the Housing Improvement Plan, the Corporate Development Plan and Service Delivery Plan. In particular it will assist the Council to provide decent and well-maintained houses for all council tenants. The Response Repairs Service will also assist the Council to achieve ‘Best Value’ in the use of its resources.

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3.    Objectives and Principles of the Policy

3.1   The overall aim of the Response Repairs Policy is to contribute to the efficient and effective maintenance of the Council’s housing stock.

3.2   The specific objectives of the Response Repairs Policy are: -

• to provide an efficient, prompt and cost effective response repairs service, which is easily understood;
• to promote understanding of the Council’s legal responsibilities and mutual obligations in relation to response repairs issues;
• to achieve high standards of customer care;
• to monitor the performance of the response repairs service to seek continuous improvement;
• to provide a service which reflects the Council’s commitment to equality of access to the repairs service for all tenants and to take account in particular the needs of vulnerable groups.

3.3   The principles underpinning the Response Repairs Policy are: -

• that all tenants and stakeholders are involved and consulted in the development of the service and its operational procedures;
• that through supervision, monitoring and feedback from tenants the service is continuously improved;
• that communication with tenants is always clear appropriate, easily understood and easily accessible;
• that the repairs service is supported by appropriate training for staff; and
• the policy should be supported by detailed procedures and agreed practices applied uniformly across the service.

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4.    Response Times

4.1   Before work is issued to a contractor it is categorised into six specific categories. These are; Emergency, Urgent, Priority, Ordinary and Repairs by Appointment.  Each category has a timescale in which the contractor must respond.  Programmed repairs are organised and processed through the Planned Maintenance Programme.

4.2   The response times listed in the table below may in certain circumstances be flexible, to enable the needs of any tenant who has special needs such as visual impairment, physical disability etc, to be catered for.

4.3   From 30 September 2002, under the Housing (Scotland) Act 2001 and the  Scottish Secure Tenants (Right to Repair) Regulations 2002, Scottish secure and short Scottish secure tenants have the right to have small urgent repairs carried out by their landlord within a given timescale. This is called the Right to Repair scheme. If the Council fails to carry out the qualifying repair within the set timescale, the tenant is entitled to compensation and to use another contractor from an approved list provided by the Council. The Council will ensure that the tenant is aware of his/her rights under this scheme.

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5.   Reporting Repairs

5.1    Repairs can be reported to the Housing Service in a number of ways: -

• telephone;
• correspondence;
• local Elected Members;
• visit to the area housing office/access points;
• visit to a local surgery; or
• e-mail

5.2   The person reporting the repair should have the following information: -

• Tenants name, address and telephone numbers.
• Details of fault/repair: and
• Access details

5.3   Upon receipt of a repair a member of the housing service will assess the repair under the following criteria:

• Urgency – The first point of contact will determine the urgency of the repair.
• If it qualifies as a Right to Repair category repair.
• Responsibility – Certain repairs are the Councils responsibility while others are the tenants, these repair responsibilities are detailed in the Tenants’ Handbook. Where the repair is deemed to have been due to ‘fair wear and tear’ the council will be responsible. If however the repair is due to wilful damage, the council may make a charge. Appendix 1 lists the types of repairs and the repair obligations.
• Where a tenant has applied to buy their home only emergency, wind and watertight and make safe repairs will be carried out.
• Where information is incomplete or where a technical decision has to be made the repair request will be passed to the Area Housing Officer to determine whether an inspection is required.

5.4   On completion of the initial assessment by the front line staff, the following will apply: -

When a works order is raised a receipt will be given/sent to the tenant stating:

• A brief description of the repair.
• The priority assigned to the works order, including the date by which the repair should have been completed.
• A contact name and telephone number.
• Receipts will only be issued for priority work, ordinary work, right to repair and appointment categories.

5.5   If a repair requires a visit from the housing officer to inspect and clarify the works a convenient appointment will be arranged with the tenant

5.6   Where an inspection or an assessment identifies that a works order may not be required, the housing service will inform the tenant of the reason for the decision.

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6.    Performance Monitoring

6.1   To ensure that the response repairs service offers value for money and is continually improved the housing service will monitor:

• The performance of contractors in achieving targets.
• The expenditure on the response repair budgets.
• The quality of the works carried out by contractors.
• The tenants' satisfaction response slips (attached to each repairs receipt).

6.2   The monitoring information will be presented to  Housing Sub-Committee,  Tenants Core Group, Area Forums and  tenants.

6.3   As part of its Customer Care Policy, The Moray Council has published a booklet on "How to Lodge a Complaint", which is available at all public   Access Points.  If a tenant is not satisfied by the way in which their repair has been dealt with, or in the way in which the work has been carried out, a formal complaint may be made under the Council’s Complaints Procedure.

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7.   Policy Review

7.1  The Response Repairs Policy will be reviewed in 2011.

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Appendix 1

WHO IS RESPONSIBLE FOR WHAT REPAIR