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Responsive Repairs
Responsive works will be organised according to a priority rating, based broadly on the following categories:
- Emergency Works (respond within 2 hours, resolve immediate danger within 24 hours)
- Urgent Works (Resolve within 7 days or by agreed appointment)
- Routine Works (resolve within 28 days or by agreed appointment)
- Works to Empty Property (time scale depends of level of works needed)
Every effort shall be made to offer residents a fixed appointment for responsive works. The Association maintains up to date advice to explain “how to report a repair”, the standards we will work to and the anticipated timescale to respond. Works to empty homes will be based on those required to return the accommodation to the current standard as set out in “Our Maintenance Standard for Properties when Let to Tenants or when Returned To us”, a document that is made available to all new tenants and otherwise on request.
All requests for work to our property will be recorded and the response will be monitored according to the target timescales. Whenever work is carried out to a resident’s home, the occupant must be given the opportunity to comment on the quality of the workmanship and the general behaviour of the people providing the service. Discourteous behaviour of any description by staff, residents or contractors will not be tolerated.
