north devon homes ltd responsive repairs policy · all requests for repairs will be channeled to...

North Devon Homes Ltd

Responsive Repairs Policy

Contents Page Number 1 Purpose 3 2 Scope 3 3 Principles 3 4 Policy Statement 4 5 Review 19 6 Responsibility 19 7 Equality and Diversity 19 Equality Impact Assessment 20

HP 304 Responsive Repairs Policy V3.0 Ratified by Board on29 June 2015 Page 1 of 20

The Policy 1. Purpose This policy has been produced to ensure an effective and efficient delivery of the responsive repairs services that meets today‟s customers‟ needs, helps to preserve the company‟s housing stock for future customers and provides value for money services. North Devon Homes (NDH) is committed to providing its customers with homes that are safe, comfortable and well maintained. 2. Scope The following areas are covered by this policy:

Requesting a Repair

Tenant and Landlord Responsibilities

Repair Priorities No Access

Right to Repair

Right to Buy or Acquire Repairs

Right of Entry Performance Measures

Pre-Inspection

Recharges Alterations and Improvements

Customer Satisfaction and Quality

Customer Care

Contractors‟ Code of Conduct 3. Principles The following principles will apply to this policy: It will be open, fair and transparent It will reflect the current standards of operation and will be reviewed whenever industry standards, legislation or guidelines change It will promote consistency in the approach to the repairs and maintenance services


It will be positively promoted with regard to informing the company‟s, staff, customers and board members views and behaviour It will be realistic, achievable and provide value for money Will be periodically reviewed as set out in section 5 It will support corporate objectives and service standards. 4. Policy Statement 4.1 Requesting a repair North Devon Homes will accept requests for a repair at any time by a variety of means. Requests can be submitted by tenants, members of their family or other representatives.

Customers are encouraged to make the NDH‟s staff aware of any circumstances that are likely to influence the response that the Company provides (e.g. special circumstances concerning disability of occupants etc.) Customers can request a repair by:

Telephone (Repair line and emergency out of hours numbers are included in

the Tenants‟ Handbook)

Writing (to the Neighbourhood Repairs Manager)

Personal visit to any designated Company building

Informing any Company staff during a home visit

E-mail ([email protected])

Website (using the Locator system provided or See My Data)

All requests for repairs will be channeled to the Company‟s Customer Care Team. Staff in this team will identify whether it is necessary to order work to be carried out, raise a works order whenever appropriate and advise the customer of the action proposed. Sometimes an inspection is necessary before a works order can be raised.

Customers can log a request at any time, using a variety of means of communication, for repairs to be carried out to their properties.


4.2 Tenant and landlord responsibilities

Tenant Responsibilities Tenants are responsible for keeping their homes in reasonable condition, for attempting to solve minor problems as set out in the tenant handbook, maintaining a sufficient level of heating and for insuring the contents of their homes. Tenants are expected to take reasonable precautions to prevent damage to property by fire, frost, the bursting of water pipes, ongoing leaks or the blocking of drains and sinks. Tenants must notify NDH if they are going to be away from the property for an extended period as set out in the tenancy agreement and ensure that we have contact details to arrange access in an emergency. Tenants are responsible for all internal decorations. This responsibility includes the risks associated with accidental damage. Tenants are responsible for the maintenance of any modifications or additions that have been approved by NDH. Alterations must not be made to the property unless the customer has written permission from NDH. Improvements that may be allowed include shower installation, laminate floors on the ground floor, fences etc., whether or not the costs have been met from improvement grants. This also includes accepting the risks associated with accidental damage. Tenants are obliged to report any faults promptly and to provide access to contractors and surveyors to ensure that repairs can be diagnosed or undertaken within reasonable timescales. Tenants are asked to provide as much information as possible at the time a repair request is made in order to maximize efficiency. If a repair is not reported in a timely manner and the fault such as a leak causes unreasonable damage then the customer may be charged for part or the entire repair. NDH will work closely with our customers where they are experiencing mould problems. If the cause of the mould is considered to be as a result of lifestyle, then NDH will provide the customer with a set of guidance notes to help alleviate the problem. NDH are also working on some further guidance and support around damp and condensation. Customers will be expected to treat mould themselves where it is deemed a result of condensation caused by lifestyle.

Customers will be given clear guidelines about their own responsibilities for maintaining their homes and will be encouraged to accept those responsibilities. NDH will accept responsibility for repairs and maintenance which it is obliged to carry out


Tenants are responsible for repairing any neglect or damage caused by them, their families or visitors. If a repair is required due to neglect or damage NDH will normally give notice for tenants to make good the repair or, in some cases, might carry out the repair on behalf of the tenant and charge the cost (this is called a “recharge”) and there is a separate policy and procedure to cover this process. Tenants are reminded that they should leave the property clean, tidy and reasonably decorated when they end their tenancy and should remove all rubbish and personal belongings; or they will be recharged for any additional works that we have to undertake to bring the property up to standard. Landlord Responsibilities NDH has a legal duty to carry out certain repairs whenever these are needed. NDH is obliged to keep the structure and exterior of properties in good repair. Installations for the supply of water, gas, oil and electricity, for sanitation and for room and water heating will be kept in good repair and, where appropriate, safety certificates will be obtained. Communal entrances, halls, stairways, lifts, passageways and other common parts will be kept in reasonable repair. North Devon Homes will issue its customers with repair guidance in its Tenants’ Handbook that will set out in simple terms the obligations of the tenant and landlord for all of the common types of repair. Guidance will be provided about the priority that will normally be applied to each type of repair and how long customers should expect to wait for them to be carried out. This guidance will also be available on the Company‟s website and will be supported by information in regular newsletters and in the form of leaflets for specific issues such as:

Dampness and condensation

Carbon Monoxide (CO) awareness

Guides for using and troubleshooting heating systems NDH will provide surveyors to attend properties where there is damp and condensation issues to undertake inspections to determine whether there are any structural problems that may be creating the damp and condensation issues. If any faults are found then a works ticket will be raised to resolve and the condition of the property will be monitored. Where a structural fault has been found to be the cause of any mould then NDH will in this instance paint treat the mould and repaint.


NDH will consult with tenants, customer forum and other groups in relation to identifying and meeting repair obligations and on how to communicate tenant and landlord responsibilities. Customers will be given the opportunity to provide feedback about their experience of repairs and NDH will proactively respond to the issues raised by such feedback. Customers will be invited to complete a written satisfaction form for each repair, and follow up calls will be made on a weekly basis to seek feedback. Approximately 10% of all works carried out will be physically post inspected in order to promote continual improvement in quality standards and to ensure cost effectiveness. Joint Responsibilities We are all responsible for the environment so tenants are requested not to put paint, oil or petrol into the drains, to leave litter or broken glass around, or to allow graffiti or vandalism to go unreported. All NDH staff and tenants are asked to be vigilant about potential health and safety risks. These might include trip hazards, such as broken paving slabs, or damaged lights in communal areas etc.

4.3 Repair priorities Works are classified within 4 categories (A, B, D & MW) giving between 1 day (Category A) and 120 days (Cat MW) for our contractors to have attended site and completed the works. Responsive maintenance categories A - Emergency (24 hours) - These are repairs which are required to avoid

danger to health, a risk to the safety of residents or serious damage to property. The Company will respond to such emergencies and make safe within four hours of notification and will complete follow up emergency works within 1 day.

B - Urgent (5 working days) - These are repairs which materially affect the

comfort or convenience of the customers, and will be completed within 5 working days of the repair being notified.

D - Standard (20 working days) - These are repairs which will normally

require pre-inspection and are able to wait a short time before the work is

NDH prioritises repair requests according to the nature of the fault and the vulnerability of the residents to ensure an efficient, value for money service


carried out. Routine repairs for which materials might need to be ordered will also be included in this category. Such work will be carried out within 20 working days.

MW - Minor Works (120 working days) - Routine and standard works that

can be undertaken more effectively and economically by grouping them together into mini-programmes, or major repair works that are either too small or too urgent to be included in Planned Maintenance programmes

Tenants are required to take every reasonable step to avoid further damage, and if possible to remedy some faults themselves (i.e. turning off stopcocks to prevent flooding or water damage) It is important to avoid prioritising works higher than necessary as this impacts on contractors‟ ability to forward plan, and to meet the deadlines they are set. It also results in additional cost to NDH, which does not represent good value for money. Tenant vulnerability

The vulnerability of the tenant should be considered when selecting work priorities. Some cases might require a repair to be classified higher than its typical priority for the following reasons:

if the tenants are disabled or otherwise unable to effect any temporary measures themselves

if the household includes young children or babies,

if the weather conditions are likely to exacerbate the effect of the defect (Specifically, the total loss of space heating or hot water during winter periods (31st October – 1st May) for vulnerable groups should always be classified as an emergency.), and

in other circumstances where it is clear that there would be a detrimental effect on the customer or on the Company‟s assets

In the event that the Customer Services Adviser (or agent) is unsure of which priority to use, they will refer to the Neighbourhood Repairs Manager, Asset Manager, Planned Maintenance Manager or Customer Services Manager. In the absence of a Manager, Customer Service Advisers are instructed to err on the side of caution.

Cost effectiveness targets Responsive maintenance works (A, B, & D priorities) are expected to average less than £250 and should, in most cases, be capable of being undertaken by a single tradesman in no more than 4 hours.


All quotations for „minor works‟ that exceed £1,500 will be referred to the Planned Maintenance Manager for consideration for inclusion in a planned programme and will not be issued as minor works without that Manager‟s approval.

Performance Information

NDH will monitor the repairs completion times and will set targets for the number of repairs completed within the timescales set for each category.

4.4 No access

All internal repairs and inspections will be undertaken by appointment, either made with Customer Service Advisers at the first point of contact or directly with operatives and Surveyors prior to their visits.

All repair or inspection visits will be appointed by the contractor / surveyor unless it is for external works were there is free access. If on arrival at the premises, the contractor or member of staff finds that the tenant is out, a notification/calling card is left with instructions for the customer to phone back in for an appointment. .

In all other cases, the work ticket or inspection ticket is held open for 5 working days from the date of the appointment for non-urgent works, or 2 working days for „urgent‟ works. If no response is received from the customer within that time, or if no access is gained at the second attempt, the ticket will be cancelled. The tenant will be notified but no further action will be taken provided that the Repairs Team are satisfied that the nature of the repair could not lead to serious damage to the Company‟s asset(s).

In the event that no access is gained for emergency or urgent works after two attempts, the work will be cancelled.

4.5 Right to repair The Right to Repair classification will only apply to the emergency and urgent works listed in the table below.

NDH will operate a „Right to Repair‟ scheme as set out under the terms of the Housing Act 1994.

NDH will make reasonable attempts to gain access to a property to carry out a repair as set out below.


Compensation

If a contractor does not complete a qualifying repair within the target time limit customers have the right to request the Company to appoint an alternative contractor to carry out the repairs. The tenant has the right to compensation from the Company if the repair is still not carried out within a prescribed period after the second contractor has been appointed.

If the second contactor fails to complete the repair by the end of the prescribed period a sum of £10 will be paid, with a further £2 payable for each additional day that completion of the repair is delayed.

The maximum compensation payable under this scheme is £50. The Company

will pay compensation unless the customer already owes the Company money in which case any compensation due will firstly be used to repay any outstanding debt to the Company. There might be a good reason why the repair has not been completed on time e.g. failure by the customer to keep an appointment to let the staff member/contractor in, or if specialist parts are needed. In a case such as this, the Company will not have to pay any compensation. If there are unforeseen circumstances that prevented the repair such as extreme weather that meant the repair had to be cancelled then compensation may not be payable

Qualifying Repairs

A qualifying repair is one that can be done quickly and easily, that will cost no more than £250 to carry out, and that might affect the customer‟s health, safety or security if it is not done. Details of qualifying repairs are shown in the table below. The target time is the time set out in the Tenants Handbook for the initial repair request to be dealt with. The prescribed period in Column 2 of the table below is in working days. The start of the target time may vary because:

the target time begins on the day when NDH issue the repair request to the second contractor and NDH might need to inspect the property in order to determine if a repair is a qualifying repair, or

In any other case, the target time begins on the day that NDH receives a request for a qualifying repair to be carried out and the repair request is sent to the contractor.


Defect Prescribed

Period (working

days)

Total loss of electric power 1

Partial loss of electric power 3

Unsafe power, lighting socket or electrical fitting 1

Total loss of water supply 1

Partial loss of water supply 3

Total or partial loss of gas supply 1

Blocked flue to open fire or boiler 1

The heating or hot water are not working between 31 October and 1 May

1

The heating or hot water are not working between 1 May and 31 October

3

Blocked or leaking foul drain, soil stack, or WC pan – where only one in house

1

WC not flushing – where there is no other working toilet in house 1

Blocked sink, bath or wash hand basin 3

Tap which cannot be turned 3

Leak from water, or heating pipe tank or cistern 1

Leaking roof 7

Insecure external window, door or lock 1

Loose or detached banister or hand rail 3

Rotten timber flooring or stair tread 3

Door entry phone not working 7

Extractor fan not working 7

4.6 Right to Buy or Acquire repairs On receiving a repair request for a property which is subject to a right to buy/right to acquire application, the Company will continue to be responsible for the following types of repair:

Breakdown of heating system

Repairing any leaks to water services

Repairing electrical faults

Repairing roof leaks

Major emergency work (eg – following gales etc)

Statutory Gas servicing

The Company‟s properties are subject to potential Right to Buy/Right to Acquire (RTB/RTA) applications. NDH is obliged to be clear about the types of repairs that are essential to properties that are subject to these provisions.


The objective should be to maintain the house in a safe and warm condition, with its essential services fully operational.

Repairs ordered before the RTB/RTA application is submitted not falling into the above categories should not be carried out. The customer will be notified in writing advising them of the Company‟s intention to suspend any further action in connection with these repairs. 4.7 Appointments The Response Team orders approximately 10,000 small works and pre-inspections each year. In order to minimise inconvenience and disruption to tenants, and to enable contractors to work more efficiently, an appointment is offered when the repair is notified or as soon as is possible after the work has been issued to the contractor or surveyor.

All internal works, plus any other work where entry has to be provided to access the site of the works will have an appointment, with the only exception being for emergencies, or where the person requesting the repair clearly states that an appointment is definitely not required. The Plumbing and Electrical works contractors are required to provide NDH with a number of am / pm slots per trade for each working day. Appointment slots are then picked when raising the repair to suit the customer, subject to the available slots and the target completion date of the specific job. Appointments will also be offered for the NDH maintenance Team, H2H, although in any instances the operatives make their own appointments as their jobs are more frequently:

Not trade specific

Subject to material availability

Subject to changing weather conditions

Customers are encouraged to make appointments for some time before the target completion date to allow for any unforeseen delays. If an appointment is specifically requested after the target completion date, the target date is revised to suit the appointment Information received in advance that an appointment cannot be kept is transmitted to the customer or contractor affected immediately.

NDH will, when possible, offer appointment slots to customers wishing to have repairs carried out.


4.8 Right of entry Under the provision of the Company‟s tenancy agreement the following will apply.

Customers must allow the Company‟s employees, contractors‟ or other

agents, on production of authorised identification, to enter their home on

reasonable notice at all reasonable times to inspect and/or carry out works to

their home or any adjacent premises. If it is inconvenient at the time when the

officers/contractors call, customers must allow access after receiving at least

24 hours written notice from the Company.

The Company will normally give customers reasonable notice of their need to

enter their home. In case of emergency, where there is a risk of injury to anyone or of damage to any property, the Company‟s employees or agents may enter their home immediately using force.

If all reasonable access has been refused then the Company will liaise with its

solicitors in establishing a right of entry via legal means on the grounds of breach of Tenancy.

4.9 Right first time Right First Time performance indicators are used by North Devon Homes Maintenance Team H2H to measure its own efficiency and that of contractors based on customer surveys. A record is kept from customer survey returns which provides a sample of works completed by all contractors. Customers are asked whether a repair was completed right first time . The overall target for completing repairs Right First Time for all contractors is 92%. Secondary visits are often required because operatives need to measure works before ordering materials, or they do not have the necessary parts in their van stocks at the time, or customers are out. The results of the Right First Time

The Company has a legal right of entry to customers‟ homes to carry out repairs or for the purpose of inspection.

NDH strives to improve efficiency by ensuring that as many repairs as possible are successfully completed on the first visit.


indicators are analysed to provide feedback to Customer Service Advisers, surveyors and contractors about possible improvements that will ensure that operatives make the least number of journeys. These include:

Improving descriptions on job tickets

More detailed questioning of customers to determine colours, dimensions, locations etc.

Better management of van stocks

Changes to core stock requirements

Changes to materials delivery arrangements Better management of appointment systems 4.10 Pre-inspection On receipt of a repair request the repairs call handlers will decide if a pre-inspection is required. . Pre-inspections are generally required for the following reasons

There is a complex repair requirement which is not easy to diagnose over the phone.

There is a report of a structural repair requirement ie failing retaining wall.

There is investigation required e.g. severe damp and condensation. If the call handler is unable to diagnose then advice will be sought from the Neighbourhood Repairs Manager or a surveyor. If work is clearly identified for a specific trade and it is believed reasonable that a skilled tradesman will be able to diagnose and repair the fault in a single visit the Customer Services Adviser will raise an Inspect and Rectify works ticket. If work is clearly identified for a specific trade but a report is required before the Response Team can determine whether or not it is appropriate to order a repair, and if it is believed that the issue does not require the attendance of a surveyor, the Customer Services Adviser will raise an Inspect and Report works ticket. If a reasonable diagnosis cannot be made in any other way an Inspection Ticket will be raised and a surveyor will make an appointment with the customer to visit the property. The surveyor will endeavour to inspect the repair within 7 working days and will raise any necessary repair orders in accordance with Company policies relating to repair obligations and priorities. All repair or inspection visits will be appointed

NDH will strive to reduce the number of pre-inspections by its surveyors to below 5% of all repair requests to comply with Best Practice.


by the surveyor unless it is for external works were there is free access. If on arrival at the premises, the surveyor finds that the tenant is out, a calling card is left with instructions for the customer to phone back in for an appointment. The inspection ticket is held open for 5 working days from the date of the appointment and if no response is received from the customer within that time, or if no access is gained at the second attempt, the ticket will be cancelled. If no repair is required the inspection will be closed off and the customer will be informed. 4.11 Recharges If a repair is identified as rechargeable the tenant will be notified in writing with an approximate value of the recharge. (The exception being emergency work only) An estimate of the cost of repair will be provided to the tenant (which will include VAT) in advance of the repair being carried out. The resident will pay the actual cost of the repair where this is equal to or less than the estimate prior to work commencing. When works are carried out by H2H, the customer will be charged the actual cost of employees‟ time, materials, plant and other direct costs (and not the value of schedule prices which are used for internal recharge purposes only). The Company may consider requests for payment by installment for rechargeable repairs, any such requests will be considered on the basis of customer‟s individual circumstances.

Where a tenant requests to undertake the repair work themselves, they may do so, but any repair work MUST meet agreed standards and be the subject of a post quality inspection by the Company‟s surveyor. Examples where customer may be recharged are as follows:

Lost door keys requiring entry to be gained or a door lock to be changed

Smashed windows

Broken hand basin

Replacement floor where a known leak has been allowed to cause damage through not being reported.

4.12 Alterations and improvements

When NDH has to undertake repair work that is considered beyond normal wear and tear or as a result of vandalism, neglect or misuse, the Company will make a charge to the customer or the person responsible for the damage, neglect or misuse.

NDH will consider written requests from customers who wish to carry out alterations or improvements to their homes.


Customers must have written permission from the Company before any alteration, improvement or extra facilities are provided to their home or garden. Permission is normally granted for reasonable requests to allow customers to improve their home. However, the Company might make conditions which must be adhered to by the customer. These might include that customers will be responsible for the ongoing maintenance and repair of the improvement or alteration and for the risks of accidental damage associated with it. Any conditions applied will be made in the interests of safety, effective use of Company resources and to ensure that the work is of an acceptable standard. Any alteration or improvements requiring Planning Permission or Building Regulation approval must be obtained before any work commences. All works must be carried out by trades‟ persons who are recognised by their respective trade organisation such as Gas Safe, NICEIC, HETAS etc. Copies of all relevant certification must be provided to NDH on completion of the works e.g. electrical certificates etc. Permission can be refused if:-

the alteration would make the property less safe

it would involve the Company in extra expense

it would reduce the value or expected life of the property

it would reduce the amenities e.g. removing a w.c. The Company will respond to all requests for alterations in writing within 20 working days of receipt of a written request. 4.13 Customer satisfaction and quality NDH will inspect around 10% of works completed will be selected for post inspections by a Works Auditor . These will include: all works where the final invoice exceeds £500 works where the variation between committed and final invoice values exceed

100% works for customers who have raised a formal or informal complaint works of an unusual nature or which have not been carried out previously by

the contractor

NDH will deliver repair services to a level that meets customer satisfaction and quality expectations and is committed to consulting closely with customers on all aspects of the repairs process.


a sample of other works to ensure that the work post inspected broadly reflects the mix of trades, contractors and priorities of all works completed

The Works Auditor will check and record: the quality of workmanship and materials of finished job customer satisfaction from the time the repair was reported to completion of

the works. the quantity of work carried out compared to quantity of work claimed on the

invoice the materials claimed against the job compared to those fitted on site the fitness of purpose of the material used and their compliance with prevailing

NDH Service Standards

A combination of postal and telephone surveys will be carried out to establish customer satisfaction with the service overall. Feedback from post inspections and customer surveys will be used pro-actively and shared with contractors to promote service improvements and improvements in quality. The results of the post inspections and telephone surveys will be recorded for the purposes of Key Performance Indicator monitoring. Performance information will be shared with Service Review Groups and other tenant consultation forums to promote service improvements. 4.14 Customer care The responsive repair service will offer a high level of customer focus. The safety, comfort and care of NDH customers will always come first. Staff will always behave in a courteous, empathetic and responsive manner in all dealings with customers.

Continuous improvement is part of everybody‟s job. Response and Customer Services‟ staff take pride in exceeding expectations and seek to be recognised for best practice. Customers are entitled to: be treated with courtesy and respect equality of access to services be listened to and taken seriously have their dignity and confidentiality respected consistent, clear, accurate and truthful information

High and consistent customer care standards will be promoted in order to meet tenants‟ aspirations of the repair service.


make choices whenever possible be consulted about their needs and how these should be met complain and to have complaints properly addressed and redressed as

necessary. expect services offered to be delivered to the stated quality have opportunities to contribute to continuous service improvements 4.15 Contractors code of conduct The contractors code of conduct will be made available for anyone wishing to access it and it will form part of our contract terms and conditions for contractors to sign up to. 5. Review We will review this policy at least once every three years or immediately following any relevant change to government policy, regulation or legislation. This will ensure that it continues to operate within best practice, achieve measurable results, and achieve continuous service improvement. The Asset Manager will be responsible for ensuring that policy reviews are undertaken, that appropriate consultation takes place and that revisions are reported to the Board for its approval. 6. Responsibility North Devon Homes‟ Board of Management are responsible for approving this policy and have delegated authority to the Asset Manager for ensuring that this policy is communicated and implemented. Detailed procedures will be developed and maintained by the Neighbourhood Repairs Manager in line with this policy to provide further guidance during delivery of the policy. The Asset Manager is responsible for ensuring that staff training is provided and that staff understand the wider issues surrounding this policy, it applications and the procedure.

All contractors working in customers‟ homes will be required to accept and adhere to the terms of NDH‟s Contractors Code of Conduct.


7. Equality and Diversity This policy will be applied fairly and consistently to all tenants of North Devon Homes and in compliance with the Single Equality Act 2010 which recognizes the “protected characteristics” as; gender, transgender, race, marital status, pregnancy and maternity, ethnic origin, nationality, disability, sexuality, age, religion and belief. To this end an Equality Impact Assessment has been carried out on this policy and is attached as Appendix A.

We undertake to produce this document or parts of it on request in other languages or formats such as large print to ensure that everyone is able to access the policy.

Language Line provides all corporate translation services and they may be contacted on 0800 169 2879 We are committed to the principles of fairness and respect at North Devon Homes and therefore seek to embed statutory guidance and policy relating to Equality and Diversity in to all activities


Equality Impact Assessment

1. Policy Name

Responsive Repairs Policy – Tim Horrell

2. Aims of the Policy being assessed

This policy sets out the responsibilities and obligations of North Devon Homes in delivering this service. The policy identifies key areas of service delivery and sets out how they will be managed and delivered to ensure a consistent approach for all customers. This policy aims to ensure an effective and efficient delivery of the service that meets today‟s customers‟ needs, helps to preserve the company‟s housing stock for future customers and provides value for money services.

3. Who has been consulted in developing the Policy?

Date Consultation methodology Responsive repairs Group

Challenge/impact/result

30-06-2010 Responsive repairs group – appointments system

To agree a new system with the customers that reflects their needs and expectations

25-08-2010 Responsive repairs group - TSA framework, performance monitoring and tenant training

To provide tenants with the right training, information, and guidelines to inform service delivery and challenge performance

25-08-2010 Group debate on tenant recharges

To ensure understanding and challenge on issues

27-10-2010 Performance Monitoring information

To ensure compliance with standards

17-03-2011 Repair responsibilities and priorities

To seek agreement on prioritising repairs/circumstances for priority/ and legal responsibilities

12-05-2011 Draft policy to Customer Group Customer challenge

27-05-2011 Starfish Group To challenge the application of the policy against the range of protected characteristics


4. Identify potential impact on each of the diversity “groups” by considering the following questions (the list is not exhaustive but an indication of the sort of questions assessors should think about):

Strand

No impact

Negative impact

Positive impact

Comments/evidence

Race

√

The policy allows for the manager to increase the prioritisation of the repair category if there are any issues of harassment involved in the repair

Disability

√ As above based on any issues of vulnerability

Gender

√

Gender Reassignment

√

There may be a need to reprioritise a repair to provide security in cases of harassment

Sexual orientation

√

Religion or belief

√

Age

√

Rural issues

√

Social Inclusion issues

√

Pregnancy and maternity

√

Marriage and civil partnership

√


5. Does the Policy promote equality of opportunity?

All customers are entitled to the same service and we offer every customer the opportunity to feedback on the service via a written satisfaction survey, a telephone survey, or an on line survey, as well as the range of opportunities provided for involvement of the development of this policy.

6. If “adverse impact” identified in table (4) above is it? Legal (i.e not discriminatory) N0 What is the level of impact? 7. Full EIA (or if you decide full EIA is not necessary but some changes should be considered)

8. If actions/suggestions for improvement have been suggested, what should the positive outcome be for North Devon Homes’ customers and stakeholders?

The responsive repairs customer group has been provided with training, information and guidelines on all aspects of the legal responsibilities associated with landlord repair obligations. They have agreed reprioritisation of a repair based on customers vulnerability or protected characteristic. The Neighbourhood Responsive Repairs Manager is responsible for reprioritising repairs.

The Policy will be subject to a review by the Starfish Group to ensure there are no adverse outcomes as a result of the application of this policy. All of the protected characteristics listed above will be considered during debate.

Review/new EIA (date or timeframe)

Name of person/s completing form

Date assessment completed

Name (and signature) of manager approving

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