Approved: February 2013€¦ · 6.1.12 SS12 - Repairs and Maintenance Funding 24 7. MANAGING THE...

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


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.


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.


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.


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.


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.


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


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.


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


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


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.


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.


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.


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)


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


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


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:


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.


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.


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.


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.


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.


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.


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:


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


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.


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.


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.


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




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.


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


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).


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


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


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


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


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.


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.


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


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.

Approved: February 2013€¦ · 6.1.12 SS12 - Repairs and Maintenance Funding 24 7. MANAGING THE...

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