Repairs and Maintenance Standards

In all cases where these timescales cannot be met we will discuss this with residents and ensure that they are kept informed about progress.

Damage by resident

Where property has been damaged by a resident we may decide not to repair or replace the damaged item as this time as long as this is not going to cause difficulty to other residents. In these circumstances we would make the property safe.

In all cases where the damage has been carried out by the resident, we reserve the right to recharge them for the repair or replacement. This will be discussed with the resident and a repayment agreement reached.

Painting and decorating your own room

Whilst we want residents to feel that their room is their own space it is important that residents talk to support staff before redecorating or making any changes to the room.

Keeping residents safe

As a landlord we have important legal duties and obligations. Most of these responsibilities involve safeguarding residents, the property, visitors and our staff.

By law, we must carry out a range of safety checks and it’s an important condition of occupancy that staff are given access to carry out these vital checks.

Our safety checks include:

• Gas servicing and repairs
• Electrical installation checks and associated repairs
• Managing asbestos
• Fire doors safety check
• Fire risk assessments
• Routine health and safety checks

Appointments

Residents will be advised when a repair is due to be completed and, if it is in personal rooms, rather than the communal area, we will arrange a time and date for this work to be carried out with our residents.

If we are unable to keep an appointment, staff will inform residents as soon as possible and arrange another time. We also ask residents to let staff know if they are not able to keep an appointment.

We will normally arrange for a member of staff to visit the property and inspect the reported damage before the work can be arranged.

We aim to complete repairs on the first visit.

No access

In an emergency we may have to enter property without the consent of residents. We only consider this as a last resort and when all other means of access have been considered.

The following situations are emergencies:

• A risk to people.
• Water leaks.
• Gas leaks.
• Electrical problems.
• A genuine and immediate concern for a customer’s wellbeing

Insurance

We are responsible for insuring the property and our furniture and fittings, but residents will need to insure their own contents.