Service standards (Repairs and maintenance)

Repairs service

We will:

provide a 24-hour emergency service
publish our timescales for doing repairs. The more urgent the work, the sooner we will do it
offer a range of ways to report repairs
tell you what work will be ordered and when it will be done by
offer appointments for all repairs except emergencies
send you a receipt stating what repair has been ordered and confirming the appointment, unless the work is to be done within 3 working days
send you a text message confirming your appointment
arrange an appointment for an inspection within 3 working days, if we need to look at the repair before ordering any work
publish a list of the repairs that you are responsible for. We will do these repairs if you want us to, but will charge you for the work
before the work starts, give you an estimate of the cost of any work you want us to do
make sure a qualified person carries out your repair
leave your home clean and tidy after the repair is completed, wear foot covers, and protect your property and possessions with dust sheets
aim to complete your repair in one visit. If we can’t, we will tell you why and arrange a convenient time to finish the work
leave a calling card if we call while you are out. If the work is outside your home and we can do the repair, we will leave a card to tell you what we have done
arrange an appointment for an inspection within 3 working days for any home improvements you want to do
decide within 10 working days whether to approve or reject your application to carry out a home improvement
tell you how to appeal if you don’t agree with our decision
check 10% of all repairs to make sure they have been completed to a good standard
monitor the performance and quality of our repairs service and publish the results.

Gas safety and solid-fuel service

We will:

carry out a safety check on all gas and solid-fuel appliances once a year
confirm your appointment in writing
confirm your appointment by text message
make sure a qualified person carries out your safety check
leave your home clean and tidy after the repair is completed, wear foot covers, and protect your possessions with dust sheets
explain what work has been done, and tell you about any problems and what we will do about them
give you a copy of the safety certificate
complete a safety check when you move in.

Aids and adaptation service

We will:

publish our timescales for doing aids and adaptations. The more urgent the work, the sooner we will do it
give you 7 days’ written notice before we start work on your home
make sure a qualified person carries out the work
wear foot covers, protect your property and possessions with dust sheets, and leave your home clean and tidy at the end of each day
make sure that at the end of each day you will be able to use your gas, electricity and water services
always try to complete the work as agreed. However, if we have to delay the work, tell you by writing to you, phoning you or visiting you at home
show you how to use any new fittings and fixtures
check 10% of all completed aids and adaptaions to make sure they have been completed to a good standard.

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Document Created: 01/09/2009 11:30 , last modified: 15/08/2012 16:40