CLYDE VALLEY HOUSING ASSOCIATION

Maintenance Policy & Guide

Policy Number MO1

• Policy prepared by Head of Technical Services

• Reviewed by Committee Yes

• Approved by Board of Management 27th October 2004

• Date of next review October 2007

Compatible with:

• Legislation Yes

• Equal Opportunities Policy Yes

• Business Plan Yes

• Performance Standards Yes

• Tenant Participation Strategy Yes

• Risk Strategy Yes

• Statement on Openness and Confidentiality Yes

Please Note: On request, the Association will provide translations of all our documents, policies and procedures in various languages and other formats such as computer disc, tape, large print, Braille etc. This can be arranged by contacting the Association’s offices.

Clyde Valley Housing Association

Maintenance Policy 1. Introduction This policy outlines the broad principles that will be used by Clyde Valley 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 guidance and legislation.

2. Policy Objectives The purpose of this Policy is to set out the Association’s objectives in this area. These are to deliver an efficient, delivered on time, high quality, cost effective, professional maintenance function that also meets the expectations of Association tenants. To maximise the useful life of the Association’s properties by undertaking repairs and maintenance work by which quality, value for money and tenant satisfaction are achieved. The policy aims to achieve this in accordance with Communities Scotland Performance Standards, Building a Better Deal: Procurement Guide for Registered Social Landlords, the Latham Report, the Egan Report, Raising Standards in Housing and other relevant guidance and legislation The aim of the policy will be achieved by:

1. Ensuring that systems are established to enable the Association to comply with its legal duties in relation to repairs and maintenance.

2. Providing a prompt, efficient and effective responsive repairs service. 3. Minimising the proportion of expenditure on day-to-day repairs, and maximising

investment in planned maintenance. 4. Plan ahead for maintenance and investment, using sound Life Cycle Costing

Programming (LCCP) over periods of 30 years. 5. Effectively consulting with tenants in relation to decisions about their service,

standards, repairs, contractors and quality. 6. Having in place an effective monitoring system of staff and contractor performance,

taking into account tenant feedback. 7. Having a cohesive and strategic Procurement Policies to secure the best contractors,

consultants and value for money through price / quality assessments. 8. To ensure that the maintenance of existing and new build stock helps to support the

delivery of the Association’s Internal Management Plan. 9. To ensure that all internal functions make the appropriate contribution to the planning

and maintenance of the housing stock. 10. To have systems and procedures in place which ensure the maintenance process is

carried out efficiently, effectively and economically at both pre and post completion stages.

11. To ensure quality control in relation to the performance of staff, consultants and contractors using KPIs.

12. To ensure that audit trails exist in the contract recording systems. 13. To ensure that reporting systems are in place to promote feedback to monitor the

quality of the product being provided through the anticipated and envisaged programme.

14. To review policies, procedures and systems regularly to ensure they are up to date and reflect current best practice guidance and legislation

The Policy is based on the following principles: 1. All the Association’s properties should provide a warm, comfortable, healthy

environment, and be maintained in a good and safe condition. 2. Procedures for reporting responsive repairs should be simple, convenient and

accessible to all tenants. 3. Facilities for people with special needs, such as people with visual or hearing

impairments will be provided. 4. All Association staff should be able to accept repair requests from tenants and report

repairs to the appropriate Maintenance staff, which come to their attention. 3. Compliance with Performance Standards This policy seeks to reflect the following Performance Standards: AS2.1 Repairs AS2.2 Stock Management AS2.3 Lifetime Maintenance AS2.4 Medical Adaptations GS2.3 Sustainability 4. Consultation The Association will consult tenants via the associations Tenants Focus Group on the Maintenance Policy and any proposed changes. The Association has taken this decision based on extremely poor responses from tenants in recent policy reviews by the Housing management function. The Association will publish a list of policies including the Maintenance Policy on our Web Site and annually in our newsletters, advising that full copies are available on request and inviting comments and suggestions from Tenants. The Tenants Focus Group will be consulted every three years to review the policy and at any opportunity by all tenants via the website and newsletters. 5. Corporate Fit 5.1 Legislation and Best Practice Clyde Valley Housing Association’s Maintenance Policy complies with all legislation; guidance and best practice in respect of maintenance and repair of our housing stock and are encompassed in the following statutes as detailed below:

• Health & Safety at Work Act • Asbestos Regs • I.E.E Regs to the 16th Edition • Building (Safety, Health and Welfare) Regulations 1948 and any amended or

superseding regulation. • Housing (Scotland) Act 1988 • The Housing (Scotland) Act 2001 • Construction, Design and Management (CDM) Regulations 1994 • The Gas Safety (Installation and Use) Regulations 1994 and Amendment 1996 no. 550

and Amendment no. 2 • The New Construction Industry Scheme (Inland Revenue)

• Housing Grant and Regeneration Act 1998 • Housing Association Act 1985, Section 15(1) • Public Health (Scotland) Act 1987 • Occupiers Liability (Scotland) Act 1960 • Deeds and Conditions and Occupancy Agreements • Human Rights Act 2000 • Environmental Protection Act 1990 • Sex Discrimination Act 1984 • Data Protection Act 1984 • Race Relations Act 1976 • Disability Discrimination Act 1995 • Performance Standards For Registered Social Landlords • Raising Standards In Housing • Building a Better Deal, Procurement Guide

The Policy is designed to meet all the requirements of current legislation; the list therefore is not intended to be either comprehensive or exhaustive. 5.2 Equal Opportunities Clyde Valley Housing Association is an Equal Opportunities organisation. The Association ensures equality of treatment for all tenants without discrimination or prejudice based on a persons’ gender, sexual orientation, race, ethnic origin, nationality, religion, age, disability or illness. The Association may however look at individual cases where it may be prudent to exercise positive action to ensure that certain groups are provided with the appropriate repairs and improvements (i.e. tenants with appropriate medical needs). Clyde Valley Housing Association is committed to Equal Opportunities and has completed this policy in accordance with the Association’s Equal Opportunities Policy and will review the Maintenance Policy in accordance with any changes in legislation. 5.3 Business Plan The Maintenance Policy endeavours to best practice guidance to achieve best value. The repairs and maintenance, cyclical maintenance and investment programme are a large proportion of the Associations business plan spending and thus strives to contain cost predictability and viability for the Association. 5.4 Tenant Participation Strategy The Maintenance Policy is a key policy, which affects our tenants and has been developed, reviewed and generally promoted, to highlight awareness of the policy and encourage involvement as per the Tenant Participation Strategy.

5.5 Risk Strategy All aspects of this policy will be undertaken using current legislation and good practice to ensure exposure to risk is kept to a minimum. In accordance with the Association’s 30-year business plan clear amounts of capital have been budgeted for to allow the maintenance, repair, servicing and renewal of components within CVHA properties. This is clearly recognised by the Association in the regular updating and development of the business plan to ensure long term planning and viability is secured. As with all other aspects of the business activity the Association want to ensure that the repairs and maintenance, cyclical maintenance, medical adaptations, voids, minor and capital investment works are carried out to ensure the highest level of service to the tenants and in a cost effective manner. The Association, in accordance with Performance Standards, best practice guidance and legislation will work to identify any risks that may occur, in relation to the Maintenance Policy, and take a prudent approach to managing them. 5.6 Links to Relevant Policy & Documentation The Maintenance Policy has been prepared considering the following policies and documentation listed:

• Procurement of Contractor Policy • Procurement of Consultants Policy • Gas Servicing Policy • Medical Adaptations Policy • Approved List of Contractor & Consultants Policy • Estates Management Policy (Void Management issues) • Procurement of Contractor Procedure • Procurement of Consultants Procedure • Gas Servicing Procedure • Medical Adaptations Procedure • Void Procedure • Approved List of Contractor & Consultants Procedure • Repairs Ordering Procedure • Pre & Post Inspection Procedure • Rechargeable Repairs Procedure • Quality Control Customer Satisfaction Survey • SBCC Building Contract for Minor Building Works 2002 • SBCC Building Contract with Quantities 2002 • JCT Standard Form of Measured Term Contract 1998 • National Joint Contracts Council Code of Procedures for Single Stage Selective

Tendering 1996 6. Legal Requirements

Legal obligations in relation to maintenance issues arise under statute, from common law and from contract law (i.e. the Tenancy Agreement). 6.1 Common Law 6.1.1 At common law, there is an implied obligation on a landlord to maintain the property for

the duration of the tenancy in a tenantable and habitable condition, including an obligation to carry out necessary repairs. The obligation to provide a habitable house is wider than the issue of repairs, and includes, for example, dampness free and keeping the house wind and watertight as a principal obligation.

6.2 Statute 6.2.1 There are a number of pieces of legislation, which contain provisions relating to

habitability and repairs. The legislation covers both the respective rights and duties of landlords and tenants, and the regulatory powers of local authorities. A key piece of legislation was the Housing (Scotland) Act 1987, which is now superseded by the Housing (Scotland) Act 2001.

6.2.2 The relevant parts of the Housing (Scotland) Act 1987 were Section 113 and Schedule

10. These have now been superseded by Section 27 and Schedule 4 of the new Housing (Scotland) Act 2001. The Schedule imposes two separate obligations – one a general habitability obligation and the other a more specific repairs obligation. In deciding whether a property is fit for human habitation, the extent to which the house falls short of Building Regulations must be examined. However, there is no specified list of defects which would make a property unfit for habitation. In each case, it is a matter of fact or degree whether a particular defect or set of defects will make the property, as a whole, unfit for human habitation.

A further standard of habitability is contained in Section 86 of the Act. This sets out the ‘tolerable standard’, which properties should meet. This is defined a properties which are:

Structurally stable. Substantially free from rising or penetrating damp Having satisfactory provision for natural and artificial light, for ventilation and for

heating. Having adequate supply of wholesome water available within the house. Having a sink within the house with satisfactory supply of both hot and cold

water. Having a water closet available for exclusive use of the occupants and located

within the house. Having an effective system for drainage and disposal of foul and surface water. Having satisfactory facilities for cooling food within the house Having satisfactory access to all external doors and outbuildings.

At common law, the landlord is also under a duty to complete repairs. This means that normally, if the repair involves damage to the tenant’s decoration, the landlord must replace the decoration or compensate the tenant.

6.3 Tenants’ Remedies 6.3.1 The first step for tenants is to notify the landlord of the problem, preferable in writing. If

the landlord fails to carry out the repair within a reasonable period of time, there are a number of possible course of action open to them:

Legal action: based on the landlord’s breach of common law or statutory

obligations. Self repair: under which tenants have the right to carry out a repair themselves or

to instruct an independent contractor to carry out the work, when The landlord has persistently delayed or refused to carry out a repair for

which he is legally responsible. Where there is an emergency situation and a simple ‘first aid’ repair

would prevent loss or damage to the property. 6.3.2 If the landlord is not legally responsible, the tenant will not be entitled to have the money

reimbursed.

Withholding rent: a common law right whereby a tenant can delay paying rent until the landlord has carried out the repair or can use the withheld rent to pay for a repair. The tenant must formally advise of their intention to withhold rent and confirm via a solicitor that rent is being held in an account pending payment.

Right to repair: an extension of the Statutory Right to Repair is extended to

tenants of Associations under the contract (i.e. the Tenancy Agreement). If a repair is not done within the timescale, the tenant can instruct a contractor from the Associations approved list to carry out the repair and charge the landlord the cost. There are also provisions for compensating tenants for late repairs.

7. Policy The Association on last review of the policy decided to bring all of its maintenance related policies together into one single document. This is to provide a more comprehensive overall policy to ensure that the whole maintenance function is made more transparent, more user-friendly and understandable to all its users. 7.1 Definition Of Main Types Of Repair 7.1.1 Reactive Repairs

These are repairs usually, but not always, minor in nature that arise on a day-to-day basis. They are normally dealt with by the tenant contacting the office, via phone, where staff then raise a job line/order for the work to be done. Examples include water ingress, broken windows, leaking tap, faulty door lock etc.

7.1.2 Cyclical Maintenance These are works done on a predetermined arranged cycle, yearly, every five and ten

years, and ensures that the Association meets it legal duties in relation to gas safety and electrical testing and ensures the general upkeep of the properties. They include items like gas safety, electrical testing, close painting, guttering cleaning and external painting.

7.1.3 Planned Maintenance These are major works carried out when the building components are no longer fit for

purpose or working effectively and efficiently. They include re-roofing, kitchen replacement and central heating replacement. These works are complete as per the Life Cycle Costing Plan (LCCP), which is a 30-year programmed replacement plan for all the major components within a property. Normally done to all of a particular house type in an estate at the same time, to achieve economies of scale and reduce overall unit costs.

7.1.4 Void Works These are works carried out to a property when the property becomes void i.e. the

tenant gives up the tenancy. We are required by legislation to complete various safety checks and ensure the property is upgraded to a ‘minimum lettable standards’ for the prospective tenant. The cost of these works can range from £500 to £5,000 depending on the condition of the property.

7.1.5 Adaptations These are works carried out to individual properties to help occupiers who, for medical

reasons, require works such adaptations to their properties as walk-in shower instead of a bath, ramps for wheelchairs users, the installation of a handrail etc. Communities Scotland fund the majority of the adaptation via stage 3 funding but we also have a small budget for works not covered under grant funding such as fencing, slabbing etc. Communities Scotland adaptation funding is always limited and our budget small we therefore have to prioritise required works.

7.2 Responsive Repairs

7.2.1 Repairs Categories The Association aims to provide a high quality day-to-day repairs service to its tenants

and factored owners. The Association has in place an effective repairs reporting process for tenants. A range of reporting methods are offered to tenants, including personal contact, telephone, freephone, letter, email, Internet, direct to the appointed contractor etc

The Association undertakes to carry out repairs within the timescales detailed below for

the appropriate categories - Appendix 1 is a list of repairs by category.

Emergencies made safe within 4 hours Callouts attendance within 2 hours & made safe

Urgent completed within 72 hours Routine completed within 10 working days

(Note: Routine timescale is at 12 days until 1st April 2005 when it becomes 10 days) Emergencies - made safe within 4 hours

These are repairs that may pose a threat to a building/property or the health/ wellbeing of its occupants if not attended to as soon as possible. It is important to note that the 4-hour time is a response time, as opposed to a completion time, during which the contractor will attend the tenant’s home/common area and make safe the repair. Any follow-up repair required will be ordered as an urgent or routine line in the usual manner. E.g. where a window has been broken, it will only be possible to remove and clean up the glass and board the window at the initial visit, with the glazier returning to complete the work within 10 days.

Callouts - attendance within 2 hours & made safe These are repairs that happen outwith core working hors and may pose a threat to a

building/property or the health/ wellbeing of its occupants if not attended to as soon as possible. When an emergency repair arises out of normal office hours, tenants have access to 24 hours a day, 365 days a year services. Details of the number to call are provided in the tenant’s handbook, on some of our newsletters, in the office reception, CVHA Website and on the Association’s telephone answering machine.

Urgent - completed within 72 hours These are repairs that do not necessarily pose a threat to the building/property or

health/well-being of its occupants, but that the Association would like to carry out within 72 hours to reduce any inconvenience caused.

Routine - completed within 10 working days Routine repairs are those that are the Association’s responsibility, but do not fall into the

emergency or urgent categories. Some routine works may have an urgent nature but due to the availability of part or material may have to be categorised as routine. The Association however will ensure the work is completed as soon as possible and that there is no threat to the building/property or health/well-being of its occupants. E.g. it takes 5-7 days to manufacture and fit a made to measure Double-glazed window unit.

If a repair classed, as routine becomes urgent/emergency whilst waiting to be carried

out, the Association will re-classify the repair and the work will be completed within the revised response time.

7.2.2 Tenant’s Responsibilities

The tenant will be responsible for certain types of repairs: Miscellaneous Repairs

The tenant will be responsible for damage to glass, damage to sinks or sanitary ware, choked sinks or sanitary ware, fitting/renewing taps washers, plugs or chains, internal door handles, replacing lost, stolen or broken keys and any cost incurred through forcing doors through lost keys, and replacing batteries for smoke detectors.

Lost Key Callouts CVHA will undertake change over of Keys out of hours callouts under the conditions detailed below. we have instructed Timetra to. If no ID can be attained a neighbour is to be contacted to verify the person as the tenant. If neighbours cannot identify the person the keys will be returned to CVHA in the morning.

1. The contractor must attain photographic identification of the person prior to undertaking the works and providing them with the keys

2. If the person cannot provide photographic identification the tradesperson must ask neighbour if the person is the tenant of the property in question

3. If a neighbour is not available but the person states photographic identification is in the property, the tradesperson must see photographic identification prior to passing the new keys.

4. If access is forced on the pretence that photographic identification is going to be produced by the person and they do not produce the photographic identification, the tradesperson will retain the keys and pass them back to CVHA first thing the following morning or at weekend Monday morning.

Notice of Repairs and Access

The tenant shall report promptly to the Association any defect or disrepair (including the results of vandalism) for which the Association is responsible and shall ensure that access is provided to the property for repairs to be carried out and for the inspection of gas and electrical installations. Emergencies

The tenant will take all reasonable steps to ensure that the Association is notified immediately of emergencies, including those involving the supply of water, and to ensure that, where necessary, access can be gained by the Association’s representatives. In the event that the Association is informed or becomes aware of any emergency and the tenant is unable to provide access to the Property immediately, it is agreed that the Association may gain access to the Property, using force if necessary.

Cold Weather

The tenant will take all reasonable care to ensure that water pipes do not freeze. In the event of being absent from the Property for any length of time over the winter period, over 2 weeks, the Association should be informed and the Tenant should ensure that the internal water supply is turned off and pipes, tanks etc. are drained.

Interior

The Tenant shall keep the interior of the house in good and clean condition and in proper decorative order.

Neglect

The tenant agrees to repair or replace items damaged through neglect, carelessness or wilful damage on the part of the tenant or any member of the Tenant or any member of the Tenant’s household or visitor.

7.2.3 Access for Repairs

The Association endeavours to arrange repairs times to suit the needs of individual tenants and passes on access details, availability and tenants contact numbers to Contractors, to minimise inconvenience and abortive visits. Tenants will be asked to ensure that someone is available straight away to let our contractor in for emergency works.

7.3 Division Of Responsibility For Repairs There is a clear division of responsibility for repairs 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, at a time to be agreed with the tenant, or the person reporting it on their behalf – Appendix 2 provides details of the “division of responsibility”, i.e. the repairs which the Association will carry out and those which are the responsibility of the tenant.

The tenant may also be liable for the cost of a repair indicated as a responsibility of the Association, if the work required is due to negligence or vandalism by the tenant or members of his/her household.

7.4 Access for Repairs 7.41 The Association endeavours to arrange repairs times to suit the needs of individual

tenants and passes on access details, availability and tenants contact numbers to Contractors, to minimise inconvenience and abortive visits. Tenants will be asked to ensure that someone is available straight away to let our contractor in for emergency works. Tenants are offered AM or PM appointments for works where practical and possible to arrange.

7.5 Pre- and Post-Inspections 7.5.1 he Association aims to carry out pre-inspections on 10% of its repair lines. Repairs are

pre-inspected when one or more of the following criteria applies:

the nature of the work is not clear (i.e. for diagnostic purposes) the random selection to make the sample up to10%

7.5.2 Post-inspections are also carried out on 10% of the lines raised in the year. Repairs are

post-inspected when one or more of the following criteria applies:

the invoice is 10% higher than anticipated (or less than 10% but the contractor often exceeds the anticipated level of the invoice by small amounts)

the tenant is dissatisfied in any way with the repair the repair is communal

a random selection to make the sample up to 10% 7.5.3 The results of the post-inspections will be taken into account when reviewing contractors’

performance.

7.6 Rechargeable Repairs

7.6.1 Where the need for a repair which is the tenant’s responsibility (i.e. as a result of vandalism, negligence, or where no action by the Association could result in serious damage to the property and/or neighbouring homes) the Association will undertake for the tenant a rechargeable maintenance service. Clear advice will be provided to tenants when such a repair is identified, in relation to: Their responsibilities under the terms of the Tenancy Agreement with respect to

payment of recoverable charges. Obtaining their agreement prior to any work being instructed, unless in an

emergency situation. Recovery of sums due in line with the Association’s Debt Recovery Policy.

7.6.2 Repairs that are the Association’s responsibility are outlined in Appendix 2. All other

works are the responsibility of the tenant and must be carried out and paid for by the tenant. The Association can, however, arrange this work for its tenants, although it should be understood that the tenant will be billed for the cost of this work. The advantages of using this facility are that (i) the work will be carried out to a good standard by our own tradespersons or approved contractors and (ii) the price will usually be more competitive given the volume of repairs the Association carries out on an annual basis.

7.6.3 When a rechargeable repair is reported, the tenant, or the person reporting the repair on

the tenant’s behalf, will be advised that the repair will be recharged. The Association will only complete works of an emergency, H&S nature where no action by the Association could result in damage to the property and/or neighbouring homes. The approximate cost will also be notified to the tenant. The tenants will be given the opportunity to rectify the fault using their own tradespersons if they wish prior to CVHA raising an order. As soon as the invoice is received from the contractor, an account will be sent out and the tenant will be required to settle this within 28 days. Where this is not possible, for example, owing to financial hardship, the Association will be happy to come to a repayment arrangement – this is described further in the accompanying Rechargeable Repairs Policy & Procedures and in the Association’s Debt Recovery Policy.

7.6.4 When a rechargeable repair is reported and the works are not of an emergency, H&S

nature where no action by the Association could result in damage to the property and/or neighbouring homes. The approximate cost will be notified to the tenant. The tenants will be given the opportunity to rectify the fault using their own tradespersons if they wish prior to CVHA raising an order. If the tenant wishes CVHA to complete the repair they will be required to provide a deposit prior to the work order being raised (the deposit should be as much as possible or the full amount but no less than 25% of the total cost). As soon as the invoice is received from the contractor, an account will be sent out and the tenant will be required to settle this within 28 days. Where this is not possible, for example, owing to financial hardship, the Association will be happy to come to a repayment arrangement – this is described further in the accompanying Rechargeable Repairs Policy & Procedures and in the Association’s Debt Recovery Policy.

7.6.5 Where a repair is carried out and it becomes clear that the repair was the tenant’s responsibility (e.g. as a result of damage to the property) the tenant will be charged the cost of the repair. Similarly, where an emergency call out is made for a non-emergency repair the tenant will be charged the cost of the call-out.

7.6.6 In addition to the repairs outlined as the tenant’s responsibility in Appendix 2, the

following are also classed as rechargeable:

Repairs required because of wilful damage (where this is due to vandalism, it must have been reported to the Police)

Where forced entry is required owing to lost keys Where the emergency call-out system has been used wrongly

7.7 Right To Repair 7.7.1 The Housing (Scotland) Act 2001 introduces the tenant’s Right to Repair on 30

September 2002, a facility which allows tenants, to arrange to call one of the Association’s approved contractors out, if a qualifying repair is not carried out on time. The legal reference is the Scottish Secure Tenants (Right to Repair) Regulations 2002 (Scottish Statutory Instrument 2002/316). The Association has incorporated the statutory Right to Repair Scheme into its Tenancy Agreement, and will adhere to these. The Right to Repair period starts on the first working day after, Either, The date the Association receive the qualifying repair request from the tenant Or Where the Association requires to inspects the property, the date of inspection If our contractor, notified of the qualifying repair has not started the qualifying repair by the last day of the Right to Repair period, all tenants have the right to instruct the work themselves, provided they use the alternative contractors detailed below. For Timetra Maintenance Contractor – (01698 746091) Rodgers and Johnstone Ltd (01698 733022) For E-on Technical Ltd Gas Servicing & Repairs Contractor – (0870 1664439) Mowlem Technical Service (0141 613 0300) Example A blocked toilet is reported to CVHA Tuesday at 11 am. CVHA issue the order, the work should to be completed that day. If the contractor does not appear to make a start by 9 am on the Thursday the tenant is entitled to contact the alternative contractor. Appendix 3 outlines the list of defects, which are qualifying repairs, and maximum timescales for completion. In the case where the tenant is required to contact the alternative contractor they will be entitled to:

£15.00 basic amount, plus £3.00 for every day from the day after the repair is late until the day that the

repair is completed. The above is subject to a maximum of £100 for any one repair.

7.7.2 Operation Of The Scheme

When a tenant reports a qualifying repair (these are outlined at Appendix 3), information should be provided on: The last date and time on which the contractor can respond to the repair request

– in certain circumstances, the contractor may not be able to complete the work on the first visit, for example, where additional components are required. Where this occurs, the response time will be measured in relation to when the contractor first attends

Details of both the main contractor and an alternative contractor that tenants can contact, if the main contractor called by the Association has not attended by this deadline. This information is provided to the tenant via phone when reporting the repair and is also detailed on the job acknowledgment form generated by the IT system and sent to the tenant when the job is logged on the system.

There is no obligation on the tenant to apply for compensation the responsibility for informing the tenant lies with the landlord. CVHA must contact the tenant and explain that the tenant is due for compensation if the contractor does not respond in time and the tenant does not contact an alternative contractor

The contractor will be liable for any payment provided to the tenant by CVHA plus an admin fee of £30 per job.

The Association will offset any monies to be provided against any money owed in rent or rechargeable repairs arrears i.e. Tenants owes CVHA £100, tenant is due £15 payment, £100 - £15 = £85. Tenants will now owe CVHA £85

7.7.3 Once the repair has been completed, the Association will be invoiced in the usual

manner. The responsibility for payment rests with the Association unless the contractor has been called out improperly.

7.7.4 Exclusions

There are certain circumstances where the Right to Repair should not be exercised, and these need to be notified to tenants. These are:

the repair is not a qualifying repair the contractor turned up but was unable to gain access the work requires to be pre-inspected the deadline has not yet been reached the report has not firstly been notified to the Association the work exceeds (or is thought to exceed) £350 – as a safeguard, the

Association will also emphasise this point to its contractors so that they do not attend in these circumstances

the response time cannot be met due to exceptional circumstances outwith the Association’s and the contractor’s control provided that the tenant has been advised of this

7.7.5 In exceptional cases, the last date may be extended if the lateness is due to

circumstances beyond our control and that of the contractor. Staff will advise tenants when this is the case.

7.8 Tenant’s Right To Compensation For Improvements 7.8.1 The Housing (Scotland) Act 2001 introduces the tenant’s Right to Compensation for

Improvements from 30 September 2002. The legal reference is the Scottish Secure Tenants (Compensation for Improvements) Regulations 2002 (Scottish Statutory Instrument 2002/312). This gives tenant the right to receive compensation for certain works (or qualifying improvements) carried out by them during the course of the tenancy. Details of qualifying improvements are provided at Appendix 4.

7.8.2 Operation Of The Scheme The following will affect the amount of compensation that can be received and staff

should make sure that anyone seeking information on the scheme is aware of these.

The Association will use the formula outlined in the legislation The amount of compensation will be affected by when it was carried out – for

example, older works will receive less than works completed more recently of a similar nature. After a period of time, no compensation will be due at all (this is known as the notional life and is outlined in Appendix 5)

The amount of compensation will be reduced when the improvement has deteriorated at a greater rate than would have been anticipated

Tenants will have to advise the Association of their requirement for compensation within the period beginning 28 days before the end of tenancy and 21 days after this date. The Association will calculate the amount and respond within 28 days of receiving the notification

The Association will offset any monies owed in rent or rechargeable repairs arrears against the compensation, thus reducing the award

The Association will assess the value of the improvement for the purposes of calculating any compensation. Where the tenant disputes this amount, there is a process by which this can be reviewed. Details of this should be provided to all tenants when they are advised of the outcome of any claim

Tenants must have had written permission from the Association for carrying out the repair in the first place

The maximum amount that will be paid is £4,000 per improvement; the minimum £100 per improvement (amounts less than £100 will not be paid at all)

7.8.3 Formula For Calculating Compensation The amount of compensation payable is based on a combination of:

the initial cost of the improvement the notional life the number of years since the repair was carried out

C N Y

The Association uses the following formula: (N – Y) C x ----------- N

For example, if a qualifying improvement with C = £2,000 cost of improvement N = 12 year notional life Y = Completed 7 years ago (12 – 7) 2,000 x --------- 12 = 2,000 x 5/12 = £840.00 7.8.4 The amount calculated by the formula outlined above the amount will normally be paid.

However, this may be altered to reflect the following:

a. the cost of the improvement work is considered excessive b. the improvement effected by the work has deteriorated at a rate greater than that

provided for in the notional life for that improvement c. the improvement effected by the work is of a higher quality than it would have

been had the landlord effected it

Where (a) or (b) applies, the amount of compensation may be reduced; where (c) applies, it may be increased.

7.8.5 Exclusions

There will be no right to compensation for improvements where the tenancy has ended because:

the tenancy has been transferred to another registered social landlord, for

example via a (voluntary) Transfer of Engagements because the tenant(s) has/have exercised the Right to Buy because the Court has granted the Association a Decree for repossession (for

example, eviction for a breach of the tenancy conditions) because the tenant(s) has/have been transferred to another of the Association’s

properties that is substantially the same as the tenancy of the home where the improvement was carried out.

7.9 Cyclical Maintenance Programme (CMP)

7.9.1 It is important to differentiate between cyclical and planned maintenance: generally, a

cyclical maintenance programme deals with the “gradual deterioration of building components and finishes… it includes cyclical inspections at planned intervals of building components and maintenance works arising from these inspections… cyclical maintenance is essentially preventative or protective”. (Raising Standards in Housing, Ch 7, page 18).

7.9.2 The Association’s cyclical maintenance programme includes cyclical inspections at

planned intervals of building components and maintenance works arising from these

inspections, including pre-painting repairs and paintwork. The Strategy establishes appropriate cycles and programmes over a rolling programme.

Gas Servicing (gas appliances and systems) (annual) Gutter cleaning (5 yearly with the external paintwork & where required after

identification by Association staff) Mastic renewal (10 yearly) Internal (common areas) paintwork (5 yearly) External paintwork (5 yearly) Structural inspections (where identified and required) Hard Wired electrical installations inspection & testing (10 yearly) Smoke alarms (with electrical inspection & testing) Maintenance of ventilation units (annually where applicable) Open space maintenance

Cyclical maintenance tends therefore to deal with jobs to do with preservation rather than repair, although there can often be a repair element included.

7.9.3 The cyclical maintenance programme will be agreed on a 5-year basis, being updated

annually by the Head of Technical Services. Most of the individual elements will be due for maintenance on a 5-year cycle, but this may sometimes vary. The annual update, which is available for inspection to any interested party, should provide sufficient information on the programme.

7.9.4 Gas Safety Inspections

In addition to the cyclical maintenance programme, the Association also carries out programmes of gas safety and electrical inspections.

Gas Safety Inspections are carried out annually and are required by law (the Gas Safety (Installation and Use) Regulations 1994). The Association employs competent contractors (where all of the fitters are CORGI accredited) to carry out inspections. Tenants are provided with a copy of the inspection form detailing the contractor’s findings and any follow-up repairs are ordered. The Association takes its obligations under this legislation very seriously, and therefore will take all reasonable steps to ensure that there is access to all properties where there is a gas supply or gas appliance. All tenants will receive correspondence detailing when the contractor intends to carry out the annual inspection, and will be asked to contact the Contractor/ Association to make an alternative appointment if this does not suit. Where there is no access to a property following two visits by the Contractor, the Association will continue to attempt to make contact/gain access by sending up to two letters and visit by Housing Officer. Where all these attempts fail, the Association will then issue a letter via our solicitor detailing the legal action that will follow if no access is provided.. CVHA will then seek decree from the court in order to gain entry to the property as outlined in the Gas Servicing Procedure. CVHA will not evoke clause 5.13 of the Scottish Secure Tenancy Agreement to gain access without express permission of the HMMC or Board of Management.

7.9.4 Electrical Checks

Electrical Inspections are carried out every 10 years and are required by law (Section E, Part 7 – Inspection and Testing of the 16th Edition, IEE Wiring Regulations Current Edition). The Association employs Contractors approved by the National Inspection Council for Electrical Installation Contracting (NICEIC), ECA (SELECT) and or equal Inspection Councils and by time served tradesmen. Tenants are provided with a copy of the inspection form detailing the contractor’s findings and any follow-up repairs are ordered.

7.10 Capital / Planned Maintenance Programme

7.10.1 Maintenance Strategy

The Association’s Maintenance Strategy is based around the maximisation of expenditure on planned maintenance and investment in improvements to the stock, to help ultimately reduce expenditure on day-to-day repairs. The Strategy sets out the Association’s programmes for the maintenance of the stock for thirty years ahead, in traunches of five years, and will be reviewed annually in Jan/Feb of each year, in terms of the need to amend priorities and programmes over time. In preparing the Strategy, the Association will ensure that deferment of more expensive day-to-day repairs for inclusion in planned maintenance programmes will not result in additional expense or discomfort for tenants.

7.10.2 Stock Condition Surveys (SCS)

The Strategy is based on comprehensive and accurate information about stock attributes, conditions and property maintenance histories compiled through periodic stock surveys and inspections. Each assessment of future maintenance needs takes account of the age profiles of the stock and components, state of repair and any repair backlog. The Association will carry out sample stock condition surveys every on a rolling programme in a yearly basis. This will cover 20% of the stock per year giving a full stock condition survey every five years. The information gained in these surveys in relation to existing defects and the condition of the component lifespan will be used to inform and amend the Life Cycle Costing Programme (LCCP).

7.10.3 Life Cycle Costing Programme (LCCP)

Planning for future repairs and maintenance is an essential element of the Association’s maintenance strategy. The likely costs and timings of all planned maintenance works are estimated and form part of the Association’s LCCP. This provides a snapshot in real time of what is likely to be required in the longer term. The information is held on a database which can be manoeuvred to suit the year-on-year needs of the stock

The information held in the life cycle costings is, however, only an estimate and may

change over time due to:

components lasting for a longer or shorter period of time than originally anticipated

replacement costs being affected by labour and/or material costs

legislation changes affecting timescales of the works

Inadequate provision for planned maintenance presents a risk to the Association and it is therefore our policy to ensure that the information held is kept under review. This is done by:

Stock Condition Surveys (SCS) – a physical inspection carried out by the Association’s

technical staff on an annual basis. These are carried out on a rolling representative sample from 20% of stock, house types and areas each year and the results are used to update the information held.

Desktop Review – completed annually by the Association’s Head of Technical Services

on the information held on file. This is a desktop exercise – i.e. no physical inspections are done. Instead the Head of Technical Services makes a series of judgements based on information gathered (i) from the reactive maintenance activity in the preceding year, (ii) from house visits to carry out pre- and post-inspections and (iii) knowledge of trends in the IT system and building cost index.

Tenant Review – as part of our increased focus on tenant participation, the Association

takes account of tenant preferences before finalising its planned maintenance programme for any given year. However, it must also be pointed out to tenants that the Association is required to take decisions that are right for the organisation and our stock as a whole. For example, whilst it may be ideal to accelerate the kitchen replacement contract in a specific block or street, essential roof or structural works at the same or different location may actually be more pressing.

7.10.4 It is acknowledged that the desktop review cannot in it provide adequate information to

update the LCCP information. However, it is a useful tool that supplements the Stock Condition Surveys and consequent assist the amendments to be made to the programme.

7.10.5 Examples Of Major Repairs/Planned Maintenance

Although not a complete list, the following provides examples of the type of work normally falling into this category:

Replacement of full central heating systems Replacement boilers (only where required) New windows & doors New kitchens New sanitary ware New roofing Electrical re-wiring Electrical upgrades Replacement external doors and/or controlled entry doors Re-rendering New fencing Removal of asbestos

Examples of major repairs, which arise, from defects, external conditions or abuse might include:

Outbreak of wet/dry rot Outbreak of woodworm Subsidence of building/walls (not covered by insurance *) Any unforeseen repair that could not have been planned

*The cost of repairs normally covered by insurance is not covered by major repairs provision.

Unforeseen works are reactive will not therefore be planned. They will, assuming sufficient funds, be paid for, from the savings from other capital / planned works.

7.10.6 The Association have no allowance within the LCCP for the renewal of gas fires within the capital / planned maintenance programme. It is the Associations intention to phase the complete removal through time of all the gas fires within the properties. Therefore, the Association will not renew gas fires as part of the any new Gas Heating contract. The Association will instead install new combination boilers that are far more energy efficient that the existing system or back boilers and thus negate the need for the installation of a gas fire. The tenant will be offered the opportunity to have the fire removed and the flue area bricked and vented or they can become the owner of the fire. The ownership of the fire to be passed to the tenant via a signed disclaimer for any future repairs required. CVHA would as legislation requires still service the fire but would no longer be responsible nor complete the repairs if any were required.

7.10.7 The Association will also not renew gas fires to a property where the fire is deemed unfit

for use or has been condemned. The Association intend to remove gas fires from properties where possible with the minimum disruption to tenants. Fires are removed when the property is void as standard practice where possible. Fires that require major parts that are costly, meaning that a repair would not be cost effective in relation to the cost of a new fire, will be removed. Fires that only require minor repairs or minor parts will be rectified and repaired to a working state.

7.10.8 Funding For Capital / Planned Maintenance

The Association can fund its planned maintenance programme in two ways:

The Association can borrow all or part of the funds required from any reputable lender (for most RSLs, this would a UK High Street lender such as a bank or building society). Money will usually only be lent to the Association on the security of the stock.

A Major Repairs sinking fund set up, for new build properties, specifically for the

purposes of paying for the future planned programme. Transfers, based on the information contained in the life cycle costings, are made each year to the fund from any surpluses made.

7.11 Void Management 7.11.1 Rental income is the Association’s main source of income and income maximisation has,

and will remain, one of the constant tasks we perform on a day-to-day basis. One of the ways in which this is done is by limiting the void losses – i.e. the amount of rental income lost between tenancies when the property is vacant. Chapter 19 of Raising Standards in

Housing defines a void as “a property for which rent is chargeable, but there is no tenant”, going on to differentiate between a void and an empty property, the latter being where the tenant may be temporarily absent due to extended holiday, hospital stay, working away or in prison for a short while. Another essential feature of a void is that it is a property for which the Association is seeking a new tenant

7.11.2 Void Management Aims And Objectives The aims and objectives of the void management policy are to:

ensure that tenants are aware of their end of tenancy obligations prevent end of tenancy generated arrears wherever possible limit the number of voids minimise void rental loss, void periods (and repair void periods) and void repair

costs comply with legal duties and codes of good practice ensure effective, efficient and accountable management of void properties provide Quality and Best Value services, and enable effective monitoring of void management and service delivery

7.11.3 Raising Awareness Of The Tenant’s Responsibilities

The Association will take steps to help ensure that tenants are as aware of their responsibilities as possible. Specifically, these end of tenancy responsibilities are clearly stated in the tenancy agreement and will be specifically explained to the incoming tenant when signing the tenancy agreement. The end of tenancy procedure will also be outlined in the tenant’s handbook, in specific leaflets and occasionally referred to in the Association’s tenants’ newsletter. When a tenant expresses an intention to move or transfer, the procedure will be reiterated.

These responsibilities include the requirement:

to give 28 days notice in writing. It will be pointed out to tenants that full rent will

be charged until the four week notice period has expired (with the Association being able to pursue outstanding arrears in such cases)

to have the signatures of all joint tenants (where this applies) on the notification to leave the property in a reasonable condition to help avoid re-letting delays and

minimise void periods. This will include advising the tenant of their responsibilities, for example:

that property should be cleared of all belongings, furniture and carpets, unless otherwise agreed. If required, the tenant should arrange bulk uplift, although the Association may do this if requested.

the property should be left in a clean and tidy condition make arrangements to re-pay any outstanding rent and/or rechargeable repairs

(the Association will advise of any balances within three working days of receiving the end of tenancy notification)

where and when to return all sets of keys (key allocation forms should be completed at the start of tenancy and referred to at the termination stage) – tenants will be advised that any failure or delay in providing these will result in rent charges for the period after the agreed end of tenancy and any change of locks rechargeable costs

to take final meter readings and to submit these with the keys, and also to forward them to the utility company with the termination date

The Association will send a letter and leaflet detailing all of the above, plus any other specific requirements, to the tenant(s) within three working days of a notification being received.

7.11.4 The Association is also required to undertake a pre-termination inspection on every

property that becomes void. This will be completed by the Housing Officer and if requested in conjunction with the Clerk of Works, in order to

identify any repairs that may be the outgoing tenant’s responsibility and agree

how these are going to be remedied agree access arrangements for viewings prior to re-letting, if this is acceptable to

the outgoing tenant(s) discuss any possible claims by the tenant under the tenant’s right to

compensation for improvements 7.11.5 The Association’s Responsibilities

The Association’s staff are aware of their duty to ensure that tenants are fully aware of their responsibilities, through the information methods mentioned in the previous section. Staff will also: Arrange a convenient time to carry out the pre-termination visit Liaise with the outgoing tenant on any pre-end of tenancy matters, for example,

outstanding rent/rechargeable repairs arrears Begin the selection process for the new tenants Arrange to get the keys on or before the end of tenancy date and carry out the

void inspection on the same or next day that the keys are received Arrange repairs or improvement works and ensure the property is wind and

watertight, fit for human habitation prior to the new date of entry Organise gas and electricity checks before the new tenant’s date of entry

A termination proforma, including a checklist, should be created by the Housing Officer (or person covering for him/her in his/her absence) as soon as a termination is notified.

Completion of all repairs will be in line with the Associations Void Management Policy and Void Management Procedure.

7.12 Medical Adaptations 7.12.1 Adaptations have an important role to play both in terms of helping to ensure that our

housing stock can be as responsive as possible to the changing needs of those living within the community, thus allowing people to remain within their own homes. There are three types of adaptation:

Stage 1 These are identified when a new build or rehab

project is at the pre-tender stage

Stage 2 These are identified when a new build or rehab project is still on site

Stage 3 These are adaptations carried out to properties already occupied

Stages 1 and 2 are normally carried out as part of the development process and our

policy on these works is therefore addressed as part of our Development Policy Manual. This section therefore relates to Stage 3 adaptations only.

7.12.2 Categorisation a Stage 3 Adaptation A Stage 3 Adaptation is work carried out to a property to suit the changing needs of the

existing tenant(s), or of a new tenant, to enable them to be able to better enjoy their home on a day-to-day basis. This could include walk-in shower instead of a bath, ramps for wheelchairs users, the installation of a handrail etc. Appendix 5 gives full details of works completed.

7.12.3 Funding For Stage 3 Adaptations The Association bids for an annual allocation from Communities Scotland to pay for

Stage 3 Adaptations. This is usually agreed around December/January and the money (which is covered by Housing Association Grant) is available from 1 April. So long as the Association remains within its allocation, eligible works can be ordered and the invoice submitted to Communities Scotland once it has been received.

3SHGN 97/09 allows works costing less than £1,000 to be ordered without competitive

quotes. However, works in excess of this amount need to be either quoted or tendered. At all times, however, the Association’s own financial procedures cannot be breached. Funding for Stage 3 Adaptations is very limited and the Association must therefore prioritise the works carried out to make the most of the scarce funds available.

Full detail of the Medical Adaptations can be found the Associations Aids & Adaptations Policy and Aids & Adaptations Procedure. (Note: Policy and procedure in working progress to be completed later this year) 7.13 Procurement 7.13.1 The Association has in place a Procurement of Contractors Policy & Procurement of

Consultants Policy, which established the policy and procedural framework it will adopt for selecting maintenance contractors and consultants. The Association will seek to procure via strategic partnering, negotiation or tendering for the following contracts:

Gas maintenance contract Routine maintenance contracts Door Entry maintenance Capital / Planned repairs programme

Cyclical maintenance programme Medical Adaptations

Only contractors and consultants assessed as capable of carrying out the work will be considered. The use of locally (Lanarkshire & surrounding areas) based contactors will be strongly considered, but where appropriate contractors capable of carrying out the work cannot be identified locally or they do not meet the Association criteria through price, quality, management etc, the Association will tender more widely.

The Association have an established list of Approved Contractors and Consultants that will be expected to provide information at the time of the annual review of the list in order to be considered for the next 12-month period. A full review of the approved list will take place every 5 years this will involve each firm providing the Association with complete vetting and reference information as per the level involved to gain access to the Associations approved list.

7.13.2 Price/Quality Assessments

The Association has introduce a Price / Quality ratio to contracts where appropriate in tendered contracts. The Association will where practical and appropriate include the use of ‘Building a Better Deal’ – Procurement guide for RSL’s in line with the Procurement of Contractors Policy & Procurement of Consultants Policy.

7.13.3 Partnering

The Association has already been involved in various elements of partnering throughout it Capital / Planned Maintenance Programme, Reactive Maintenance Contract & Medical Adaptation works. The Association will pursue the issue of partnering in greater detail in the future.

7.13.3 Delegated Authorities To Staff

The HMMC or Board of Management must approve all works, costs over £10,000 excluding VAT. For all other works, the following staff have delegated authority to issues 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, 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 to Authority to instruct work

Up to £1,000 Works Order Maintenance Admin Assistant

Up to £3,000 Works Order Maintenance Assistant & Clerk of Works

Up to £5,000 Works Order Maintenance Co-ordinator

Up to £10,000 Works Order / Minor Contract Head of Technical Services & Depute Maintenance Manager

Over £10,000 Minor Contract / Major Contract HMMC or BoM

The Head of Technical Services or his designate will offer works (except Voids) over £5,000 to competitive quotes from three contractors, where possible, but will obtain at least two quotes for the work. The exceptions to this are Void works, which are covered contractually with the maintenance contractor covering timescales and discounts. Full details on Procurement and tendering can be found the Associations Procurement of Contractors Policy, Procurement of Consultants Policy, Procurement of Contractors Procedure and Procurement of Consultants Procedure. 7.14 Key Performance Indicators (KPI’s) 7.14.1 Clyde Valley Housing Association is aware of the importance of close monitoring of the

cost, quality and performance of service provided. To this end, careful consideration will be given, in the preparation of each Key Performance Indicator (KPI), to the setting of targets and the method of monitoring performance in relation to the project requirements to demonstrate continual improvement throughout the project. Appropriate reports will be provided to the HMMC, Project Group or BoM during and on completion of works/contracts.

7.14.2 The contracts awarded by CVHA will all be measured on agreed KPI’s. The Association

will provide a breakdown of the expected performance of the contractor and suppliers throughout the contract and these will be measured to include the following:

Predictability: Time

Completion as programmed Adherence to associated contract condition

Predictability: Cost Completion as per agreed contract sum Adherence to contract rates and prorate rates

Predictability: Quality Zero Defects Health & Safety Communication Sustainability & Waste Minimisation Added Value Community Benefits Tenants Satisfaction: Service & Product Clients Satisfaction: Service & Product

Note: This list is not intended to be either comprehensive or exhaustive

7.15 Tenant Participation

7.15.1 The Association sees customer involvement in the repairs and maintenance service as a key priority. Tenants will be consulted and involved, as far as possible, in decisions about the repairs service which affects them, including:

Repair priorities and service standards Repair service specifications Contract Conditions Performance monitoring and review

7.15.2 To achieve this, the Association has developed a ‘Focus Group’ which is consulted on all

aspects of the repairs and maintenance service. We also undertake a 100% Customer Satisfaction Survey (CSS) on all repairs orders issued. The tenants are given a repairs acknowledgment slip for every order raised containing a CSS and a pre-paid envelope. Feedback is also sought from all other types of works completed Capital / Planned, Cyclical, Medical works etc and results are taken to the HMMC & BoM on regular basis.

7.15.3 The Association also plans to introduce a ‘Homeguide’ for tenants (and owners if

required) with labelled diagrams of building elements and defects to assist when reporting repairs over the telephone. Other information, which will be provided, includes:

Landlord and tenant repair responsibilities Repair categories and target response times Rechargeable repairs Repair reporting procedures, including out of hours repairs Access arrangements/appointment system Codes of conduct for repair contractors (Appendix 6) Service standards Right to repair Right to compensation for tenants’ improvements Complaints procedures Home safety and security advice Energy efficiency advice Tips on simple DIY measures Useful contacts Information about planned/cyclical maintenance Information about how the Association seeks to promote customer involvement

in its maintenance activities. 7.16 Laminated Flooring

7.16.1 There has been in recent years a vast increase in the number of properties where the

tenants have fitted laminated flooring instead of carpeting. This creates two major problems for CVHA.

1. Noise disturbance particularly within flatted properties causing neighbourhood

disputes 2. Upheaval and disruption to maintenance and capital works programmes to

get access below the floors

The Association has it clearly written in the tenancy agreement that tenants in flatted properties are not allowed to install laminated flooring. This however in not always

adhered to and through inspections we find flooring has been fitted. The following conditions are applied to all tenants when requesting permission to fit laminated flooring: 1. Flatted accommodation – permission will never be given. 2. Terraced houses – permission will be given with the following conditions

i. timber floor only if a hatch is left for access ii. concrete floors only if properly insulated i.e. 3 – 5mm underlay iii. a disclaimer must be signed relieving the Association and the

Associations contractors of all responsibility should the laminate flooring be damaged, require uplifting or removal in any way

3. Alteration/Improvement form must be completed even retrospectively, and all

conditions must be complied with. 4. Any house found to have laminate flooring with no Alteration/Improvement form

completed and/or who fail to comply with the Associations conditions on laminate flooring will be asked to remove it if it does not meet the Associations requirements, or change to meet the requirements. If this fails the association will then take steps to enforce the removal of the laminate flooring by legal means and ensure that all associated costs are liable by the tenant.

5. All conditions mentioned in items 1-4 will be strongly enforced throughout all

properties belonging to CVHA. 7.16.2 The Association will write to all tenants whom it has found has laminated flooring fitted

explaining the full repercussions of item 4 listed above and if required for noise or maintenance, capital works disturbance or disruption will arrange for the flooring to be lifted and recharged to the tenant.

7.17 Asbestos 7.17.1 The Association are currently involved in complying with the Control of Asbestos at Work

Regulations, 1987, as amendments 2004. The objective of the proposed changes for organisations to create an Asbestos Management Plan (AMP) to improve the management of risk from asbestos in premises and therefore further safeguard those in the categories mentioned above. The changes when implemented will place an explicit duty on people in control of premises (building owners) to: -

Take reasonable steps to locate areas in premises likely to contain asbestos. Take reasonable steps to assume that any material contains asbestos unless

there is evidence to say that is does not. Create and maintain records of the location of asbestos or presumed asbestos

including keeping a check on its condition on an ongoing basis. Provide any person likely to disturb known or presumed asbestos with details of

its location and condition. Make such records available to the emergency services as and when requested. Assess the risk of exposure of any person by ensuring that asbestos in premises

is maintained in a good condition.

Identify and specify in detail the training needs for anyone liable to be exposed to asbestos.

7.17.2 Proposed Completion

CVHAs asbestos management plan (AMP)will be completed in 2004 and from this point in time CVHA will have to change the strategy for managing asbestos in buildings. Effective record keeping on the presence of asbestos will have to be introduced and maintained for all premises. Systems will require to be implemented that ensures no maintenance or refurbishment work commences without first referencing building registers. And regular monitoring of asbestos will need to be undertaken by a nominated competent person. The Depute Maintenance Manager will be responsible for the co-ordination and monitoring of the AMP and informing contractor and consultant prior to the start of any works. Our IT system has an asbestos module which details to the contractor if there is any risk of asbestos in the area of the property they have been asked to work in to prevent exposure. Our current Asbestos Procedures are found in Appendix 7

7.18 Sustainability & Energy Efficiency 7.18.1 The Association is committed to the use of more sustainability and greener materials

and product. This will include the use of more energy efficient products where practical and appropriate. The repairs and maintenance and the capital / planned maintenance programme will under take to be committed and complete works in accordance with the Associations Sustainability Policy.

7.19 Insurance Claims 7.19.1 CVHA will only make a claim on our buildings insurance if the works costs (excluding

VAT) are above the amount of £500. Incidents, however that occur that are below this cost level will be investigated by the Head of Technical Services and each one will be judged on its merits as to wither CVHA will make a claim or not. This threshold has been set due to the increasing cost of insurance, economic downturn and due to the nature of the excess have on our policy.

7.19.2 Tenants and Owners in flatted properties will be informed by CVHA when an incident will

be claimed or not from CVHAs building insurance. Where CVHA are not claiming Owners will be required to contribute their share of the costs as per any normal shared cost works.

9. Procedures 9.1 Staff will implement this policy in conjunction with all the policies and procedures listed

earlier within this policy, these set out the Association’s actions in relation to procurement, project management, systems, awareness, monitoring and reporting.

10. Training

10.1 Prior to the implementation of this Policy, training will be provided to all relevant staff. Ongoing training requirements will also be regularly reviewed.

11. Measuring Outcomes of the Policy 11.1 Clyde Valley Housing Association will use the following measures to ensure as far as

possible that the best value outcomes are achieved.

Use information from the CSS Evaluation of contracts Consult with tenants through Tenants and Focus Group Inform and involve stakeholders on policy consultation and resultant changes Publicise policy changes and information through newsletters and website

11.2 When the policy is reviewed every three years the BoM will receive a report assessing

the outcomes of the policy and confirming the rationale for any proposed revisions. The report will also include feedback from any consultation exercises and surveys.

12. Policy Review Period 12.1 Clyde Valley Housing Association will review this policy every three years or in the light

of changes in legislation, processes or guidance.

APPENDICIES

Appendix 1 RESPONSIVE REPAIR CATEGORIES Emergency Repairs – made safe within 4 hours Burst pipes Faulty cooker control unit No heating No water supply Blocked flue to open fire or boiler Loss or partial loss of gas supply Unsafe power or lighting socket or electrical fitting

Choked toilet (1 toilet in house) No lighting or power Unsecured external door Broken windows Blocked or leaking foul drains or soil stacks Toilet not flushing (1 toilet in house) Any H&S related issue

(This list is not intended to be either comprehensive or exhaustive) Callout Repairs – attendance within 2 hours & made safe Significant leaks from water or heating pipes, tanks or cisterns where tenant is unable to stem Significant water ingress to property where tenant is unable to stem Choked toilet (1 toilet in house) Full loss of lighting and/or power (where elderly, disabled or a child in the house) Dangerous electrical power or lighting socket, or electrical fitting Unsecured external door or window on a lower level (This list is not intended to be either comprehensive or exhaustive) Urgent Repairs – completed within 72-hours Partial loss of water supply Repairs to mechanical extractor fan Blocked sink, bath or basin Toilet not flushing (2 toilets in house) No hot water Loose or detached banister or handrail

Partial loss of electrical supply Choked toilet (2 toilets in house) Leaks from water or heating pipes, tanks or cisterns Partial loss of water supply Unsafe timber flooring or stair treads Door Entry repairs

(This list is not intended to be either comprehensive or exhaustive)

Routine Repairs All repairs not included in the Emergency and Urgent categories.

Appendix 2 Division of Repairs Responsibility

Item Landlord Tenant Exceptions Ants X Appliances (electrical) X Back boiler X Balconies (where existing) X Banisters (internal ) X Baths X Bin shelters X Brickwork, block work, etc X Car ports (where existing) X Where tenant has built

themselves Cellar (external door/lock) X Ceilings X Chimney stack/pots/cowls X Chimney sweeping X Annually Cisterns X Clothes Poles X Coal bunkers (where existing) X Communal areas to flats X Communal TV systems X Choked sink, WHB or WC pan X Unless caused by tenant Cupboards X Only as part of major

repairs programme Damp proof course X Decoration - internal X Door bell X Unless provided by the

Association Doors to common area X Doors/door fittings - external X Door lock & fittings – internal X Only as part of major

repairs programme Door locks (outside) X Only as part of major

repairs programme

Item Landlord Tenant Exceptions Doors internal (fire) X Only as part of major

repairs programme Doors internal (pass) X Only as part of major

repairs programme Door name plate X Down pipes, rain & soil X Drainage (including blockage) X Driveways x Unless it forms pedestrian

access to house Drying areas X Electric heaters (provided by Landlord)

X

Electric plugs X Electric wiring, sockets & switches X Entry systems X Fascia, soffit board, etc X Fences - garden boundary, divisional fences erected by Landlord

X Only as part of major repairs programme

Fences - other X Fire baskets, grate and surrounds X Fire - electric & gas (provided by l’lord)

X

Fireplaces tiles X Floor tiles X Unless within common

close Floorboards X Foundations X Fuse box, ELCB, fuses/MCB X Fuse to plug X Gas Central heating, pipes, radiators, timer, thermostats, pumps etc

X

Gas piping X Garages x Garden huts X Gates X Unless you have put them

up Greenhouses X Glass - external X

Item Landlord Tenant Exceptions Glass to internal doors/screen X Glass - double/triple glazing X Guttering X Hatch to loft (communal or individual)

X

Handrails – external X Immersion heaters X Insect Infestation X Ants: not classed as a pest

by Environmental Health Keys & Key Fobs (replacement) X 2 No fobs provided to

tenant additional will be charged

Kitchen fittings/worktops X Only as part of major repairs programme

Light bulbs X Lighting pendants and roses X Outbuildings X Overflow pipes X Painting - external X Painting - internal X Parking area (communal) X Path giving main access to your house

X

Path to garden X Pigeon lofts X Plaster and Plasterboard X Play area and equipment X If provided by us Plugs and chains for the sink, basin and bath

X

Porch X If provided by us Pulley for clothes X Pumps X Radiators X Refuse chutes X Retaining walls (provided by Landlord)

X

Roofs, roof tiles/slates X Roof lights X Ropes for windows (sashcords) X

Item Landlord Tenant Exceptions Ropes for clothes drying X Rotary drier & clothes lines X Roughcast X Sheds X Shower unit X Unless provided by us Sink base unit X Sink bowl and drainer X Skirting boards X Only as part of major

repairs programme Smoke detectors X Smoke detectors batteries X Sockets (electrical) X Solid Fuel Central Heating X Stairs (common or internal) X Stair lighting X Steps X Storage Tanks X Switches electrical X Taps X TV aerials X Unless communal system

installed by us TV aerial communal sockets X Ventilators X Wash hand basin X Washer on taps X Washing machines for communal use

X

Water heating X Water supply X WC X Window frames, sills and fittings X

NOTE: All items listed above can be subject to the tenant being responsible for the repairs and maintenance of the component. If tenants install the component themselves then they are responsible for the repairs and maintenance of the component.

All items listed above can be subject to a tenants recharge if it is deemed by the Association that the tenant through vandalism, neglect or misuse has caused the damage.

Appendix 3 Right to Repair: List of Qualifying Defects and Repairs

DEFECT MAXIMUM TIME

(Days) Blocked flue to open fire or boiler

1

Blocked/leaking foul drains, soil stacks, toilet pans (where there is no other toilet in the house)

1

Blocked sink, bath or basin

1

Complete loss of electric power

1

Loss of electric power

1

Partial loss of electric power

3

Insecure external window, door, lock

1

Unsafe access path or step

1

Leaks or flooding from water or heating pipes, tanks or cisterns

1

Loss or partial loss of gas supply

1

Loss or partial loss of space or water heating, where no other source of heating is available

1

Toilet not flushing (where there is no other toilet in the house)

1

Unsafe power or lighting socket or electrical fitting 1

Complete loss of water supply

1

Partial loss of water supply

3

Loose or detached banister/handrail

3

Unsafe timber flooring or stair treads

3

Mechanical extractor fan in internal kitchen or bathroom not working

7

Appendix 4 Right To Compensation For Improvements 1. The tenant must have the written consent of the Association prior to making the

improvement. The Head of Technical Services has discretion, however, to grant retrospective consent.

2. The improvement must be a qualifying one in terms of the list at Annex 1. 3. Tenants applying for consent to make improvements must 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.

4. The Association will examine the improvements proposed, and will consent subject to an

assessment of the quality of the work, once completed. 5. Tenants will be required to provide receipts for completed work. 6. Compensation can only be paid at the end of a tenancy. 7. Compensation will not be paid if the calculated amount is less than £100. 8. The maximum compensation payable will be £4,000. 9. 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 of a 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.

10. 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 tenants. It is for the missing tenant to recover his/her share from those to whom it was paid.

11. A tenancy is treated as ending if there is a change of landlord, e.g. if there is a transfer of

houses to any other landlord.

12. Tenants will not qualify for compensation under the scheme if: a. They exercise their Right to Buy, or 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. 13. At the end of a 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.

14. To qualify, a tenant must submit a claim on the appropriate form from 28 days before until

21 days after the tenancy end. The Association will respond to the claimant within 28 days of the date of the claim.

15. VAT will be excluded from any calculation for compensation. 16. 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.

17. The basis for calculating 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.

18. Depreciation for the elapsed time since installation of the improvement will be calculated as:

C x 1-(Y/N)

C = the cost of the improvement work 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 end of tenancy (part of year shall be counted as one year) 19. If the result of this process is less than £100, compensation is not payable. 20. 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. 21. 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.

22. Having calculated the compensation payable, the Association reserves the right to apply this

to any amounts owning by the tenant, e.g. rent arrears. 23. If the tenant is dissatisfied with the compensation calculation, he/she may apply to have this

reviewed by the HMMC or BoM. The Management Board may seek the advice of an independent valuer or surveyor appointed for this purpose.

ANNEX 1

Qualifying Improvements – 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 Works Eligible for Stage 3 Adaptations The following list has been informed by Scottish Homes Guidance Note 97/09. It is not exhaustive and the Association may therefore consider other works as Stage 3 Adaptations. 1. General Alterations

Extensions or alterations to provide bathroom, WC or bedroom, etc., with level or suitably ramped access.

2. Garaging and External Facilities

Widening of garden paths Carport and/or undercover access to the property if practicable Remote control garage door opener to existing garage used by (or for) a disabled

driver 3. Approaches to Entrance Doors

Modification of steps, for example to widen treads or incorporate half-steps or create a ramp

Handrails or balustrading to ramps/steps (and elsewhere in the property where necessary)

Doorcall and entryphone system 4. Doors and Windows

Widening or re-hanging of doors to permit wheelchair manoeuvre Substitution of sliding or bi-fold doors for side-hung doors Suitable ironmongery, for example level in place of knob handles, pull handles and

rails to doors or kicking plates and/or protective edging to door frames and handing stiles

Remote control window and/or door openers Conversion of window to French window where no other wheelchair access to the

garden is available Alterations to windows to give satisfactory sight-lines for people in wheelchairs Larger windows for visually impaired people

5. Staircase and Vertical Circulation

Additional handrail to staircase or gate at head or foot of stairs Stairlift installed over staircase, for standing or seated use, or with platform for

wheelchair Vertical homelift or hoist

6. Water Services

Substitution of lever for screwdown taps

Re-fixing of taps at convenient level Remote control valves for taps Thermostatic control for shower Relocation of control valve for mains water supply

7. Electrical and Heating Services

Refixing for socket outlets at a convenient level, additional socket outlets or rocker light switches

Alarm call or loud bell for people who are hard of hearing Relocation of prepayment meters or of thermostat or heating controls Central heating or supplementary radiators to existing installation Fixed heating appliance (gas or electric) in place of open fire or other solid fuel

appliance Fluorescent lights in kitchen, bathroom and working areas for visually impaired

people Warning systems for people who are hard of hearing, for example flashing lights Provision of power supply for electric hoists suspended from ceiling track Relocation of mains switches for gas or electricity

8. Provision of Lifting Aids

Reinforcement of ceilings and provision of track for personal hoist 9. Acoustic Insulation

Acoustic insulation 10. Entrance Halls

Letter cages or delivery shelf Relocation of clothes hanging rails (also in bedroom)

11. Kitchens

Alterations to provide fixed storage units, worktops and sink units at convenient levels

Non-slip flooring Built in cooker for use by disabled person Waste disposal unit to sink

12. Bathrooms and WCs

Shower unit in place of, or to supplement, bath Shower cubicle, special bath, special WC fixture, suitable washbasin and/or bidet Raising of WC fixture Sluice sink Fixed bath hoist Support rails to walls by bath or WC, or other fixed support or non-slip flooring Platform at head of bath

13. Storage

Storage provision for wheelchair

Appendix 6 CVHA Customer Care Code Of Practice For Contractors a. The Contractor’s work people shall be in possession of an identity card with the person’s

photograph, which they shall exhibit to each tenant of each house when calling to do the annual service inspections or interim calls. No house will be entered without the express permission of the tenant or an officer of the Association.

b. The Contractor’s work people should always be clean and dressed in a tidy manner.

Contractors will not smoke in a tenant’s home. c. The Contractor’s work people must always be polite and pleasant to tenants, as should the

Contractor’s management when dealing with complaints. d. The Contractor’s management will adopt a positive attitude in accepting responsibility for

customer service, particularly the prompt resolution of tenant complaints arising from the Contractor’s method of execution and quality of repair work.

e. The Contractor’s work people should endeavour to ensure successful completion of work

first time and, once started, the work should be completed in one visit. f. Where appointments are arranged to visit a tenant at an agreed time, these must be kept. If

unforeseen problems arise which prevent this, the tenant must be notified as soon as possible and offered an alternative appointment.

g. Tenant’s homes must always be left in a clean and tidy condition on completion of the works.

Dustsheets must always be used. h. All telephone calls or messages from tenants requiring a return call must be followed through

timorously. i. Complaints about service delivery should be dealt with at the highest level and given the

utmost priority. j. Adhere to the Association’s equal opportunities policy at all times.

Appendix 7 ASBESTOS PROCEDURES Individual Employees/Contractors STEP 1 STOP any work, remove and keep all persons out of the area.

Close or seal or lock off the area (where practicable). DO NOT REMOVE ANY EQUIPMENT OR MATERIALS

STEP 2 PREPARE and DISPLAY a “POTENTIAL ASBESTOS

HAZARD – KEEP OUT” sign to prevent persons/tenants from gaining access to the area.

STEP 3 Immediately notify your supervisor and the Associations

HHeeaadd ooff TTeecchhnniiccaall SSeerrvviicceess. Associations Maintenance Staff / Manager’s STEP 4 The Head of Technical Services or his designate will then

inform the Tenant, explain the process which will be followed and explain the possible course of event and touch on the possibility of decanting (where applicable). The Housing Officer for the area will also at this point be informed and involved.

STEP 5 The Head of Technical Services or his designate will then visit

the property and arrange for samples or air tests to be taken if required.

STEP 6 After laboratory analysis of the suspected material the Head of

Technical Services will advise the Tenant of the property of any (if required) further action, and provide an explanation of the actions to be taken and the likely timescale of the works and arrange if required in conjunction with the Housing Officer the Tenants decanting.

STEP 7 On completion of any encapsulation or removal work form the

asbestos the Head of Technical Services will inform the Tenant when the area has been made safe, a copy of the sample test results and air clearance test results will be given to the Tenant to be kept in the property.

STEP 8 Copies of the analytical reports will be kept in the house file,

asbestos central file and in the Asbestos Register. STEP 9 A full detailed report of the incident will be presented at the next

HMMC meeting for discussion and comments and noting.