Introduction

Phoenix Community Housing Association (Phoenix) believes that a high quality repairs, maintenance and improvements service is vital to achieving tenant satisfaction and also to protecting the value of its housing stock and other properties.

Phoenix will deliver a high quality responsive repair service along with planned programmes of cyclical maintenance. It is also committed to undertaking a major improvement programme as outlined in its offer document and as contained in its Business Plan.

In providing its repairs service, Phoenix will have due regard to the Housing Corporation's Regulatory Code, and to the legal requirements for repairs, including: -

• Section 11 of the Landlord and Tenant Act 1985.
• The Occupiers Liability Acts of 1957 and 1984, and The Defective Premises Act 1972.

In order to comply with these requirements, Phoenix will: -

• Keep in repair the structure and exterior of all dwellings and common areas.
• Keep in repair and correct working order, installations for the supply gas, electricity, water, sanitation and heating systems. Phoenix will ensure annual gas servicing in all properties.
• Keep in repair and working order lifts and communal lighting.
• Ensure that all dwellings are fit for human habitation.

Offer assured tenants a ‘right to repair' similar to that which Council tenants have, under the Phoenix's repairs guarantee.

Policy Statement

Phoenix is committed to achieving high standards for its tenants and leaseholders and to obtaining the best value for its investment.

Phoenix believes that its tenants have a right to expect high standards in relation to repairs and maintenance and will ensure that service delivery meets those expectations. Phoenix is fully aware of the potential impact that its investment could have on the environment and is committed to meeting its environmental responsibilities and re-investing in the environment to create sustainable communities for our residents

Phoenix will ensure that the organisation and the delivery of its repairs and maintenance service will be adequately resourced to deliver the standards required of Housing Associations' repairs and maintenance services in the Housing Corporation's Regulatory Code as a minimum.

Phoenix will:

• prioritise all day-to-day response repairs
• set targets and timescales for achieving them
• place a high priority on completing repair jobs first time

ensure that tenants understand the repair priorities and that prioritisation is necessary to ensure that resources are available to deliver repairs within a reasonable time 

Phoenix will set targets for repairs and maintenance performance in line with its legal obligations and its statutory duties. Phoenix will also offer tenants similar rights to those enjoyed by Council tenants in relation to the Right to Repair (a system of giving compensation to a tenant where a

housing association has failed to carry out certain repairs within the target time and has failed to do so again after a further request is made by the tenant) and the Right to Compensation for Improvements (through which, at the end of their tenancy, tenants are able to claim compensation for improvements they have carried out to their home provided they had the written permission of their landlord).

Phoenix will ensure that its tenants are fully aware of the legal and statutory obligations regarding repairs through information contained in its Tenant's Handbook and Tenancy Agreement.

Phoenix will undertake regular property and estate surveys so as to have and maintain up to date records about its stock condition, to assist in developing effective planned and cyclical maintenance programmes.

Phoenix will seek assurances from its contractors that its staff are highly trained, and great emphasis will be placed on ensuring that repairs and maintenance contractors have  the necessary skills to deliver the range of repairs. Phoenix will develop a Contractors' Charter with which all Contractors will be required to comply.

The Contractors' Charter will clearly set out the required high standard of customer care that all contractors are required to adhere to, especially when undertaking repairs and improvements within people's homes. All contractors will be required to agree to respect people's homes, whilst working within them. Phoenix will use tenant feedback to ensure that this commitment is being met. 

Phoenix will use appropriate materials in all of its repair and maintenance and improvement programmes, ensuring that they are ‘fit-for-purpose', long lasting and value for money. All materials used will conform to industry legislation and be to BSI standards.

Phoenix is committed to a policy of continuous service improvement under a best value framework and will undertake regular service reviews of its repair and maintenance service through a process of challenge, comparison, consultation and open competition.

Implementation of day-to-day repairs

Phoenix believes that the process of reporting and progressing day-to-day repairs should be made as simple and as accessible as possible for its tenants.

The following options will be offered to tenants for reporting repairs: -

• In person at Phoenix's local housing offices.
• Via a ‘Repairs Hotline' - we are considering providing a freephone service but this will be done in consultation with residents
• In writing.
• Via Phoenix's web-site. (Via Emails)

A repair receipt will be provided, detailing: -

• The repair reported.
• Agreed Appointment details.
• The repair job number.
• The appropriate repair priority.
• Repair target date for completion.

Repairs will be prioritised according to the following criteria: -

 

	Target timescales
Priority 1	Out of Hour Repairs e.g. no power, severe leak or flood 5pm - 8am Weekdays. Weekends and all Public Bank Holidays	Make safe as soon as possible, then in accordance with the target timescales set out below
Priority 2	Emergency Repairs (repairs that threaten the tenants health, safety or security) e.g. securing property after break-in, clearing blocked wc.	Same day response.
Priority 3	Urgent repairs e.g. toilet not flushing, plug socket not working.	Completed within 5 days
Priority 4	Routine repairs e.g. repair UPVC window, clear gutter/downpipe.	Completed within 28 days.

 

Details of the ‘Repairs Guarantee' and the types of repairs covered in the guarantee will be set out in the Association's Tenant's Handbook.

Where possible appointments will be offered to tenants for all works and inspections. Appointment slots will be set in consultation with residents. Initial proposals are to provide the following slots:

- AM    8.30am - 12noon.     (Early morning appointments between 7am and 8.30am
may be booked upon request, if available)

- PM    12noon - 5pm           (Early evening appointments between 5pm and 7pm may be booked upon request, if available).

Narrower appointments slots may be arranged if requested. Phoenix will contact tenants the day before the appointment via phone calls and/or text message to act as a reminder, to keep abortive calls by the contractor to a minimum.

Phoenix believes that quality of workmanship is extremely important and will undertake post-work inspections of a minimum of 10% of all completed repairs. Phoenix welcomes feedback on service delivery, especially comments on the quality of work, timeliness, attitude of operatives/ contractors and on care taken in tenants' homes, as this feedback will enable Phoenix to monitor contractors' performance against the Contractor Charter. Repair receipts will include a section for tenants to offer feedback upon completion of the repair.

Levels of satisfaction or dissatisfaction will be monitored and action will be taken to improve service delivery. Poor quality work will be dealt with appropriately, by one or a combination of the following:

• having the repair re-done
• raising all dissatisfaction issues with contractors

requesting that contractors review operational procedures and insisting that they change procedures to improve satisfaction levels.

Phoenix will, where necessary, look to terminate contracts where contractors consistently fail in service delivery.   

Cyclical Repairs. 

Phoenix will undertake annual gas servicing of gas installations in all tenanted properties in addition to regular periodic inspections to lifts and other communal facilities.

Phoenix will undertake planned and cyclical maintenance programmes as identified via property surveys and tenant consultation.

Phoenix recognises that some tenants need support to comply with their obligations in respect of internal decorations. Phoenix will consider establishing a fund that can provide this support for tenants meeting specific criteria which may include: -

• Being of pensionable age.
• Being disabled and in receipt of housing benefit.
• Being a single parent and in receipt of housing benefit.
• And in all the above cases is not living with an able-bodied adult aged between 18 and 65.

The scope and frequency of decoration will depend on the financial resources available in each year and will be subject to consultation with individual tenants. Tenants in rent arrears will not be included in the scheme.

Phoenix will undertake a comprehensive 7-year external decoration programme to properties identified by surveys and tenant consultation and will include pre-painting maintenance repairs.

Property Improvements.

Phoenix Community Housing will undertake major improvements works as detailed in the offer document and within its Business Plan, within 5 years of transfer.

Adaptations.

Phoenix Community Housing will make provision in its Business Plan for a budget for adaptations to properties occupied by tenants with disabilities. (See Phoenix's policies on Equality and Diversity and Services for Elderly and Disabled Residents and those with Other Support Needs).

Tenants Responsibilities and Rights.

Rechargeable repairs

Phoenix has a clearly defined policy regarding repairs that are the responsibility of the tenant.

Where Phoenix Community Housing has to carry out any necessary repairs, which are the responsibility of the tenant as identified in the tenancy agreement and the tenant's handbook, the tenants will be recharged for the cost of the work and any administrative costs.

More details in relation to rechargeable repairs are contained in a separate Rechargeable Repairs Policy.

Right to Repair

Phoenix Community Housing Tenants will have a Right to Repair that is equivalent to the Right to Repair enjoyed by Council tenants. This gives tenants the right to have certain repairs done within a fixed period of time. The Right to Repair granted to Phoenix tenants is explained further in the Repairs Guarantee.

Tenant Improvements to Homes

Phoenix Community Housing will allow tenants to improve their homes as though the Housing Act 1985, Right to Improve applied to their tenancies, provided that approval is obtained in advance. Phoenix, where necessary, will undertake pre-inspections in relation to the proposed improvements and will advise tenants of potential ongoing maintenance implications

Any improvement or addition made to a Phoenix property in this way will become the property of Phoenix Community Housing and may not be removed without permission. Tenants who undertake improvements without approval will be liable for the full cost of reinstatement should the improvement need to be rectified either during or at the end of the tenancy.

Phoenix will honour the provisions of Section 99A of the Housing Act 1985, as amended by Section 122 of the Leasehold Reform, Housing and Urban Development Act 1993 in relation to compensation for tenants' own improvements. Details of qualifying improvements under the Right to Compensation scheme are contained in the Tenant's Handbook. Where improvements comply with the requirements in this legislation, compensation will be paid at the end of the tenancy.  

Complaints about repairs

Phoenix will provide an easily accessible complaint procedure for tenants to follow should they be dissatisfied with Phoenix's repair service. The complaints procedure will be publicised within the tenant's handbook and contained within the Customer Care Policy.

Responsibility.

The Director of Operations will be responsible for the day-to day repairs service and planned and cyclical maintenance. The Director of Operations will be responsible for monitoring performance of both the Association's housing maintenance service and any external contractors engaged by Phoenix Community Housing.

The Director of Operations will be responsible for the planning, implementation and monitoring of Phoenix Community Housing's improvements and cyclical maintenance programmes. This will include monitoring of any external contractors.

The Director of Operations will be responsible for all tenant services relating to repairs and maintenance including the monitoring of effective repair reporting mechanisms within the local Housing office, via Freephone repairs reporting, with reporting repairs in writing, and through Phoenix's web-site(via emails).

Phoenix Community Housing will ensure that all staff are aware of and are trained in the association's Repairs, Maintenance and Improvements policies and procedures.

Consultation.

Phoenix Community Housing will publish its policy and standards on repairs and improvements within the Tenant's Handbook and the Association's website. The Annual Report to tenants will include details of service standards achieved. Consultations for any revisions to the Repairs, Maintenance and Improvement policy will be carried out in accordance with the Phoenix's Community Housing's tenant participation and consultation policy. This will include reference to the Association's board members and local representative structures.

Tenants' groups and individual tenants (and leaseholders) will be consulted on improvement programmes generally and specifically where the improvement programmes directly affects them. The views and wishes of tenants will be incorporated into improvement schemes wherever possible.

Phoenix Community Housing will endeavour to provide tenants with as much choice as possible in the selection of fixtures and fittings, consistent with the need to give value for money, ease of future maintenance and the association's responsibilities.

Phoenix Community Housing will consult with its housing maintenance service, external contractors and any partners in relation to the effective implementation of this policy.

Review.

The Repairs, Maintenance and Improvements Policy will be reviewed by Phoenix Community Housing annually, taking into consideration the views of all consulted. The review will seek to ensure that the objectives and targets are being achieved in accordance with the association's required standards, quality, effectiveness, and achievement of target timescales and value for money.

Regular and comprehensive reports will be submitted to the board of Phoenix Community Housing and tenant area boards detailing: -

• Planned Maintenance proposals.
• Budget monitoring.
• Performance monitoring including:

-  Levels of tenant satisfaction with the repairs service.

-  Completion of repair orders within the timescales set.

-  Details of post inspections in relation to day-to-day response repairs.

-  Updates and completion reports of improvement programmes.

Levels of tenant satisfaction with regard to planned maintenance and improvement programmes.

Associated Documents.

Equality and Diversity Policy

Customer Care Policy

Tenant participation and Consultation Policy

Rechargeable Repairs Policy.

Wider Regeneration Policy

Caretaking and Environmental Maintenance Policy

Phoenix Community Housing Tenancy Agreement

Phoenix Community Housing Tenant's Handbook

Contractor Charter

Phoenix Community Housing - Repairs Guarantee

The repairs guarantee is part of Phoenix's commitments to tenants. Phoenix Community Housing promises to:

• Carry out repairs notified to it resulting from fair wear and tear and breakdowns. (with the exception of the repairs on the list of exclusions from the policy - see below).
• Identify if the repair is covered by the Repairs Guarantee and inform the tenant whether it does or not (If the repair does meet the Repairs Guarantee criteria, its priority listing will be marked with an  ‘R' to indicate this).
• Inform the tenant if an inspection is required before a repair can be logged.
• Supply the tenant with a repair job or inspection reference number, and/or a job or inspection receipt.  
• Advise the tenant of the target timescale for completion of the work ordered, in accordance with its priority rating.

Give the tenant an appointment when they report the repair for all work to be carried out (unless the repair is an emergency), or an inspection if a visit is required to inspect the works. Appointments offered will include:

- AM    8.30am - 12noon.     (Early morning appointments between 7am and 8.30am may be booked upon request, if available.)

- PM    12noon - 5pm           (Early evening appointments between 5pm and 7pm may
be booked upon request, if available).     

N.B Phoenix staff will ensure that correct contact numbers are taken.

• Allow tenants the opportunity to change appointments, as long as they are changed giving one full day's notice.
• Keep all pre-arranged appointments unless one full day's notice is given to the tenant.
• Take appropriate action in all cases where the tenant informs the Association that service delivery fails to meet the standards outlined in the guarantee.
• Keep tenants informed of delays and changes to repairs.
• Be polite and helpful, and treat the tenant and their home with respect, ensuring that properties are clean and tidy after repairs have been completed.

Compensate tenants with a £10 gift voucher (£20 if an emergency job is not made safe within 24 hours).

Repair times:

When a tenant requests a repair, Phoenix will aim to ensure that the works are undertaken within the following times except where the tenant has fixed a later appointment, or when the tenant has been notified by Phoenix that it will be carried out at a later date.

 

Priority 1	Out of Hour Repairs (5pm - 8am Weekdays. Weekends and all Public Bank Holidays)	Make safe as soon as possible, then in accordance with the target timescales set out below
Priority 2	Emergency Repairs (repairs that threaten the tenants health, safety or security)	Same day response.
Priority 3	Urgent repairs	Completed within 5 days
Priority 4	Standard repairs	Completed within 28 days.

 

Inspections:

• An inspection appointment may be needed to determine what works are required, in addition to identifying parts or materials.

• Tenants will be supplied with an inspection reference number.
• Following the inspection the tenant will be informed of what will happen next.
• For normal repair work, a repair will be raised within 2-days of the inspection appointment, and the tenant will receive a new repair job reference number and appointment time for the repair.
• If no repairs are raised, the tenant will be informed of the reasons why, via a phone call or letter or at the inspection stage.

 

Urgent Inspections	U	2 days
Routine Inspections	I	2 weeks

 

Sometimes inspections may identify works that are to be covered by the Improvement work programme. In this instance the tenant will be given details for a contact officer who will keep the tenant informed of progress.

Compensation claims under the guarantee. The tenant can claim compensation if: -

• A repair was not carried out in the time indicated.
• An inspecting officer, operative or contractor, fails to keep an appointment.
• Phoenix Community Housing failed to reply to a letter about a repair, within 3 weeks of receiving it.
• If any of the above apply, the tenant will be given a £10 gift voucher (£20 for a emergency job not made safe within 24 hours).
• Tenants in arrears will receive a credit to their rent account.
• This will not affect the tenant's right to sue the Association in the courts for disrepair or statutory nuisance, should they wish to take the matter further.

If the tenant wishes to claim, a compensation claims form (which contains details of how compensation can be claimed) must be completed, recording all detail of the claim. Forms will be available from the local Housing office. Completed forms should be returned as soon as possible, and always within 10 days of the appointment date or other event that is the subject of the complaint.

Repairs excluded from the repairs guarantee.

• Replacement batteries for smoke alarms.
• Renewing indoor fluorescent tubes and other light bulbs.
• Redecoration (although some special schemes may operate for vulnerable and disabled tenants).
• Replacing toilet seats and broken toilet chains.
• Repairs to fixtures and fittings and equipment not supplied by the Association (e.g. curtain rails etc.)
• Fencing repairs unless a health and safety risk.
• Repairs to things broken by the tenant or the household whether by negligence or deliberately. (See Rechargeable Repairs Policy)

Glazing repairs to internal doors and cupboards. Internal Decorations.

The tenant is responsible for keeping the interior of the property in a reasonable state of decoration (in accordance with Section J (3) of the Tenancy Agreement).

Phoenix Community Housing has an internal decorations policy outlined in the tenancy agreement at Section J (3). At sign-up, tenants may be offered a decorations voucher which can be exchanged for decoration materials. Otherwise, tenants are wholly responsible for internal decorations except tenants who meet the criteria for any internal decorations assistance schemes that may be established (see Repairs, Maintenance and Improvement Policy).

External Decorations.

These will be carried out on a cyclical basis (see ‘Repairs, Maintenance and Improvement Policy').

Gas Servicing.

Phoenix Community Housing, as landlord, has an obligation to service any gas installation in the dwelling, on an annual basis. (Section H (4) - Tenancy Agreement).

The Right to Repair.

Phoenix Community Housing Tenants will have a ‘Right to Repair' as though Section 96 of the Housing Act 1995 applies to their tenancy. (See Section H (1)- Tenancy Agreement).

Under the Right to Repair offered by Phoenix Community Housing, if Phoenix does not complete certain repairs within specified timescales, the tenant can request that the work be placed with a designated back-up contractor.

The tenant will also be able to claim compensation of £10 plus £2 for every day late, up to a maximum of £50, if the works are not started 1 day after the time limit lapsed. However, the tenant is not eligible to claim if the work costs more than £250 or if any delay has been caused as a result of the tenant failing to allow the Association to inspect or carry out the repair.

If a repair meets the criteria for the ‘Right to Repair' the tenant will be informed when they report the repair and it will be indicated on the job receipt. 

Any dispute about a ‘Right to Repair' that cannot be resolved through Phoenix's complaints policy can be resolved by the County Court.

Right to Repair.

	Time Limit	Priority
Total loss of electric power	Same day response	2R
Partial loss of electric power	Completed within 5 days	3R
Unsafe power or lighting socket, electrical fitting.	Same day response	2R
Total loss of water supply	Completed within 5 days	3R
Total or partial loss of gas supply	Completed within 5 days	3R
Blocked flue to open fire or boiler	Completed within 5 days	3R
Total or partial loss of heating. (31st Oct - 1st May)	Completed within 5 days	3R
Total or partial loss of heating. (30th Apr - 1st Nov)	Completed within 28 days	4R
Blocked or leaking foul drain, soil stack or where there is no other working toilet in the property, Or if backing up	Completed within 5 days   Same day response	3R   2R
Toilet not flushing (Where there is no other working toilet in the property)	Completed within 5 days	3R
Blocked Sink, Basin of Bath	Completed within 5 days	3R
Tap running full bore	Completed within 5 days	3R
Leaking from water or heating pipe, tank or cistern. If flooding, cannot be contained	Completed within 5 days Same day response	3R 2R
Leaking Roof	Completed within 5 days	3R
Internal external window or door	Same day response	2R
Loose or detached banister or handrail	Completed within 28 days	4R
Rotten timber flooring or stair tread	Completed within 28 days	4R
Door entry phone not working	Completed within 28 days	4R
Electric Communal Front Entrance Doors not working	Same day response	2R
Mechanical extractor fan in internal kitchen or bathroom not working.	Completed within 28 days	4R

REPAIRS: YOUR RESPONSIBILITIES

You are responsible for maintaining the inside of the property to a reasonable standard. You must not paint UPVC windows and doors, kitchen units, tiles, light switches or electric sockets. (See Tenant's Handbook).

You are responsible for the following: -

Keeping the interior of the property in good decorative order including the repair of any damage caused by you, your family or visitors.

All repairs to fixtures and fittings installed by you. Any repairs to these fixtures and fittings that Phoenix carries out will be recharged, including the cost of the work and any administrative costs.

Keeping your garden tidy.

Ensuring adequate use of heating and ventilation to keep the property free from condensation.

Taking all reasonable precautions to prevent damage to the property by fire, frost, burst pipes or blocked drains.

Repairing broken glazing where the damage is caused by you, your family or visitors.

Replacing window and/ or door locks, if keys are lost.

Replacing plugs and chains on sinks, basins and baths.

Replacing electrical plugs, light bulbs and fluorescent tubes.

Replacing domestic fuses and resetting trip switches.

Coat hooks and curtain rails.

Keeping smoke detectors clean by regularly removing dust from them with a vacuum cleaner, in accordance with the manufacturer's instructions and protecting them from dust, paint etc, during any decoration works. 

Testing the smoke detectors for correct operation at least once a week, and reporting any malfunction to Phoenix Community Housing.

Providing access for Phoenix Building Services and / or contractors to carry out repairs, especially access for annual gas servicing.