Repairs and maintenance policy


1.0        Introduction and scope

2.0        Performance Monitoring

2.1         Feedback and Improvement

3.0        Wandle’s Responsive Repairs Service Standard and Categories

3.1         Service Promises

4.0        Managing Responsive Repairs

4.1         How we manage

4.2         Key aspects of repairs reporting procedure and activity

4.3         Rights and Responsibilities

4.5         Repairs to properties let on a long lease or in shared ownership

4.6         Emergency priority

4.7         Appointed Repairs priority

4.8         Heating and Hot Water

4.9         Major Repairs

4.10       Vulnerable people

4.11       Domestic Abuse

4.12       Defects in newly built homes

4.13       Insurance claims

4.14       Tenant Recharge

4.15       Missed appointments

4.16       Access

4.17       Pests

4.18       Complaints. 16

4.19       Disrepair

4.20       Right to repair

4.21       Tenants who may pose a risk to employees or contractors

4.22       Out of hours

4.23       Undertaking the work

5.0        Planned Maintenance

5.1         Aids and adaptations

6.0        Roles and Responsibilities

7.0        Related Documents

8.0        Definitions

9.0        Compliance

10.0          Legal Framework

11.0          Equality & Diversity

1.0     Introduction and scope

This Repairs and Maintenance Policy has been developed in line with Wandle’s values, which are:

  • Think customer
  • Build relationships
  • Work together
  • Aim high
  • Own it

It will ensure that actions we undertake will be underpinned by our vision of:

“Homes to be proud of and services you can trust”

This policy applies to general needs, supported housing and all communal areas of stock owned and managed by Wandle, including leasehold and shared ownership properties.

This policy covers all repairs and maintenance including responsive repairs, major works, planned and cyclical works.

Other areas of maintenance such Gas safety, Aids and Adaptations, Empty Homes are covered in separate policies.

The aim of this policy is to set out our service priorities in-line with Wandle’s Corporate Plan.

This policy sets out Wandle‘s key service standards of repairs and maintenance.

Tenants are at the heart of everything Wandle does, and we want the service we provide to reflect this and ensure that we offer a high quality, value for money service.

Repairs and Maintenance is an essential means of delivering homes that our customers are proud of and services that they can trust. We will achieve this by:

  1. Providing services that perform to the standards agreed which have been agreed with our tenants, are responsive to their needs, increase tenant satisfaction, and deliver value for money at an affordable cost.
  2. Ensuring our repairs policy embodies a partnership between tenants and landlord. Tenants have an obligation within their tenancy agreement to report essential repairs to homes and communal areas to their landlord.

For the purpose of this policy, unless specifically mentioned otherwise, the term tenant also covers leaseholders. This includes other tenants, for example, partners or spouses, family members or other household members.

2.0     Performance Monitoring

We will record and monitor a range of financial and performance indicators in order to assess and improve the performance of the repairs service.  These will include Cost per property, First time Fix, Timescale, Customer Satisfaction and appointments made and kept, this list is not exhaustive.     

Service performance information will be provided on a monthly basis, and Key Performance Indicators will be available to tenants and will be posted on our web site.

We will involve tenants’ representatives in monitoring the performance of the repairs service.

2.1         Feedback and Improvement

Wandle are committed to ensuring our tenant’s voices are heard and listened to within our repairs service and across our organisation. We want tenants to be happy with the work we do and the way we go about it. We will use a variety of methods to engage with our tenant’s regarding the quality of our maintenance service and commit to using a listening and learning approach to continually improve the service we offer.  Methods include:

3.0     Wandle’s Responsive Repairs Service Standard and Categories

Wandle will provide a repairs service which both meets our landlord service obligations and agreed service standards, while ensuring that tenants are provided with a safe and decent home that they can be proud of and a repairs service they can trust. To achieve this, we will:

3.1         Service Promises

Performance Measures

CategoryCompletion target within category timescale.Average Response period
Emergency 24hrs max99.5%NA
Appointed 28 days max 2021 21 days max from April 202298%15 days 2021-22 12 days 2022-23
Major Works 90 days max90%42 days

4.0     Managing Responsive Repairs

4.1         How we manage

Wandle has systems and procedures in place which ensure staff involved in the repairs process are trained and have the necessary skills and experience to specify and order repairs, to undertake these repairs and to manage and monitor service delivery. Full details of processes to manage are contained within the repairs and maintenance process document.  

We will ensure there is a good line of communication between Wandle and our tenant’s regarding repairs. We will effectively manage expectations for the competition of a repair and ensure tenants are kept up to date on the progress.

Wandle will comply directly and engage with suppliers that comply with all relevant Health and Safety legislation in the delivery of maintenance services.

4.2         Key aspects of repairs reporting procedure and activity

The key elements of the repairs procedures include (full procedures detailing activity and interaction are detailed within the relevant operational documents):

  • Prompt correct and accurate diagnosis of repair faults with work specified on orders wherever possible.
  • A range of reporting methods to enable tenants to easily request repairs and have access to trained staff, either by phone, email or self service portal.
  • Offer ‘out of hours’ emergency repairs 24/7 365 days per year. 
  • Definitions of repairs categories and responsibilities are clear and accessible to our tenants, these will be relayed to tenants on contact to ensure expectations are clear.  This information, as well as this Policy will also be available to tenants on our website.
  • Communicating effectively where complex jobs are likely to take more time to ensure expectations are effectively managed and that tenants understand the timeframes around their repairs.
  • Agree a mutually convenient appointment to attend and do the work, except for Emergency repairs where there is a requirement for tenants to be available during the 24hr period. Appointments for inspection will be made where possible at point of contact these will be undertaken by suitably qualified personnel.
  • Following a review, revised repairs appointment slots will be piloted for a three month period as follows:  8 – 1pm, 10 – 2pm (school run slot) and 12 – 6pm. This will enable a much greater number of customer requested slots to be met, rather than amended, and as such should lead to higher levels of satisfaction. The review at the end of the pilot will directly involve customers in order to evaluate the impact and success of the revised service offer.
  • Upon attending an appointment providing the contact protocol has been followed by the supplier/operative, should the tenant not be present that repair will be cancelled, unless there is a clear health and safety concern. The tenant will have to rebook the cancelled repair.
  • Provide a text/call messaging service to remind tenants of the appointment and ring en-route to ensure availability.
  • Wandle will post inspect a minimum of 20% of Major works completions and 5% of routine repairs works.

4.3         Rights and Responsibilities

Wandle’s Responsibilities

The type of repairs and maintenance that we will carry out for tenants include repairs to:

  • Heating and hot water
  • Electrical wiring, sockets and light fittings including mains powered smoke alarms provided by Wandle
  • Plumbing
  • Roofs, outside walls, windows (inc. frames, catches and cords) and doors
  • Chimney stacks and flues
  • Drains, gutters and down pipes
  • Internal structural floors and ceilings
  • Kitchen units, worktops and polysafe type flooring
  • Baths, basins and toilets (excluding blockages inside the dwelling unless the tenant has been unable to resolve the blockage with commercially available products) and polysafe type flooring
  • Internal and external common areas including lifts.
  • Gas pipes and equipment supplied by Wandle
  • Pathways, steps and means of access
  • Repairs to boundary walls/fences (Note: This does not include dividing fences and trellising between properties or fenced off bin areas. We will not replace fencing but will make damaged fencing safe, which is defined as removal of risk of injury.)
  • Garages and stores that are built into the property
  • External decorations as part of cyclical decoration programmes
  • Making good  following a repair in preparation for tenants’ decorations

Tenant Responsibilities

Tenants in general needs accommodation are responsible for carrying out any repairs that are caused by accidental damage, misuse or neglect. This includes any damage caused by friends and visitors to the property. General needs tenants are responsible for their own white goods and other appliances, unless otherwise formally agreed with Wandle. All tenants are responsible for the upkeep and maintenance of elements they have undertaken, such as their own improvement or adaption work.

General needs tenants are also responsible for minor works, such as those listed below:

  • Internal decoration
  • Replacing internal light bulbs, tubes, starters, plugs and fuses
  • Replacing keys and locks when the tenant has lost their keys and additional security locks
  • Fitting and replacing smoke/CO alarms, including battery replacement (unless mains powered alarms are provided by Wandle)
  • Clearing blockages to baths, sinks and basins inside the dwelling unless there is fault to the drainage system.
  • All floor coverings except for flooring fitted by Wandle in kitchens and bathrooms
  • Repairs to internal doors and associated locks, hinges and handles (except for fire doors)
  • TV aerials and satellite dishes unless it is a shared aerial or dish we have provided
  • Phone lines, satellite and cable TV, and internet connections.
  • Door bell and chain (unless fitted by Wandle or if it’s a door entry system)
  • Upkeep of individual tenants’ gardens. This includes maintaining and pruning trees and the upkeep of washing lines
  • Paving and non-paved areas in private gardens, except for paths to and from the property
  • Garden sheds or other outbuildings
  • Loss of power due to faulty appliance or fuse blowing
  • Hat and coat hooks
  • Pelmets and curtain fittings
  • Adapting doors to fit carpets, unless fitted by Wandle
  • Moving kitchen cupboards to fit large appliances such as cookers and freezers
  • Connection of and plumbing of appliances such as tumble driers, washing machines and dishwashers and repair of leaking flexible pipes and connections serving these
  • Toilet seats
  • Shower curtains, rails and hoses
  • Tenants’ own possessions such as carpet and furniture
  • Damage to tenants’ possessions from water
  • Infestations by animals or insects inside the property, which are not due to a fault in the property or a wider infestation affecting multiple properties in a block
  • Replacing glass in doors and windows, unless due to fair wear and tear

Where we agree to undertake works for which tenants are normally responsible, we may recharge for the work. Our approach in these cases will be set out in our Recharge Policy.

In special circumstances we may have agreed with a tenant that we will make a “gift” of improvements or items left by a previous tenant, which we would not normally supply or maintain. In these circumstances it will be the new tenant’s responsibility to maintain the items. Should such items require replacement and be a fitting for which the landlord would normally be responsible, we will replace them with our standard fitting or item.

4.4 Communal Areas

Wandle is responsible for repairs that are necessary to any communal areas such as:

  • Stairs
  • Lifts
  • Fire alarm systems and emergency lighting
  • Landings
  • Door entry systems and security gates
  • Communal lighting
  • Communal drains
  • Communal windows
  • External areas such as bin storage areas, boundary fencing and walls, paving, communal gardens etc.

Where tenants or third parties are found to have caused damage, blockages or other reasons for a repair being necessary we will recharge them in line with our Recharge Policy.

We encourage tenants to report any repairs identified in communal areas. We will regularly inspect communal areas and the external areas of estates as part of estate inspections. Any repairs identified will be recorded, completed and the outcome reported. Wandle will manage repairs to communal areas to the same timescales and standards as all other repairs, this is detailed with the Neighbourhood and Estates Management Policy

If we require a tenant or leaseholder to provide access for a communal repair to be carried out, we will always book a specific appointment convenient to the person providing access.

Occasionally communal repairs may be temporarily remedied, and the bulk of the work may be deferred into a planned programme for cost efficiency. Affected tenants will be notified if this is to be the case. Where third parties such as managing agents have responsibility for these repairs, Wandle will endeavour to communicate and work closely with them to ensure the service received by tenants is within Wandle’s standards.

4.5         Repairs to properties let on a long lease or in shared ownership

We will undertake repairs to leaseholders’ and shared owners’ properties where there is a contractual or other legal obligation to do so. In most circumstances, the leaseholder/shared owner is responsible for repairs to internal building components (such as internal doors) subject to lease agreement specifics and services inside the property, while Wandle is responsible for maintaining the structure, common parts, and supply of services to each flat.

Leaseholders are required to pay a proportion of the cost of repairs and maintenance to the structure and exterior of the block and the common parts as set out in the lease.

4.6         Emergency priority

Wandle will determine the category of repair a report falls into;

Emergency repairs; are those that are necessary to avoid danger to occupants or similar serious effects on people, or serious damage to the property. This may only mean making the property safe. They include, but are not limited to:

  • A water leak that cannot be contained
  • Total loss of electricity or water supply
  • Fire damage and flooding
  • Major structural damage
  • Serious blockages to main drains (or blocked or broken toilet if it is the only one and where the tenant has attempted to clear the blockage)
  • A complete loss of heating in the winter where no alternate heat source is available (emergency action may include the provision of temporary heating)
  • A complete loss of hot water at any time
  • Complete loss of lighting to communal areas
  • Make safe dangerous structures, such as access paths and paving, walls, parapets, ceilings staircases etc.
  • Loose or detached handrail, banister or similar item
  • Insecure external doors or windows.
  • Unsafe electrical lighting or other fittings
  • A blocked flue

Our service standard is to complete works within 24hrs, Wandle will upscale jobs to immediate response i.e. attend within 2 hrs where the detriment to tenant or property is judged by Wandle to be severe. Emergency for heating and hot water loss during the winter period is 4 hours failure. The primary objective of attending an Emergency is to make safe, full repair will be undertaken at this point wherever practical, this is particularly the case in heating defects. However, it may be necessary and is acceptable to return at a later date to complete a full repair for which a further appointment would be made, and which would be treated as a non-emergency repair or where necessary we will upscale this to an urgent repair and look to complete within 7 day.

4.7         Appointed Repairs priority

Appointed Repairs; are all repairs which do not qualify as emergency are dealt with by appointment. These include but are not limited to:

  • Minor leaks and blocked drains and pipes
  • Faulty electrical fittings and minor electrical faults
  • Repairs to outside walls
  • Repairing and replacing individual kitchen units
  • Replacing door and window furniture (if there is no safety or security risk)
  • Repairs to plasterwork
  • Replacing wall and floor tiles
  • Other minor plumbing work and replacing taps
  • Repairing and clearing guttering and down pipes
  • Minor roof repairs
  • Partial loss or water or electricity
  • Partial loss of lighting to communal areas
  • A complete loss of heating in the summer (1st May to 31st October) where no alternate heat source is available. Emergency action may include the provision of temporary heating.
  • Partial loss of water or space heating in the winter heating season (temporary action may include the provision of temporary heating)
  • Blocked sink, bath or basin inside the dwelling unless the tenant has been unable to resolve the blockage with commercially available products
  • Containable water leaks
  • A tap cannot be turned
  • Door entry system is not working
  • Extractor fan broken in internal bathroom or kitchen
  • Leaking roofs; note emergency works may be required dependant upon severity.

Our service standard is to complete these works within 28 days unless tenant is unable to agree a mutual appointment within these timescales or type of works require more time to complete.

We acknowledge that in certain circumstances appointed repairs will need to be completed within 7 days.  Where it is agreed that a repair should be treated as Urgent, we will upscale the completion of the work to be done within 7 days.   Such repairs include, but not exclusively, repairs to restore heating and hot water.  Urgent repairs will be decided at the discretion of the repairs service management processes and are not based on any statutory requirements.

4.8         Heating and Hot Water

In line with the responsibilities set out in 4.6 and 4.7, Wandle are responsible for ensuring the completion of repairs relating to heating and hot water.

Repairs to Gas heating and hot water will be carried by Gas Safe Engineers and will be carried out in line with our Gas Safety Policy.   Where repairs are required to Electrical boilers or storage heaters, these will be carried out by our repairs team or where required and approved servicing contractor. 

In some cases, a residents heating and hot water may be delivered by a managing agent.  Where this is the case, we will make clear to tenants where Wandle or a third party are responsible for any necessary repairs and will ensure tenants have the information they need to report these.

4.9         Major Repairs

Major Repairs are those non-emergency routine repairs reclassified as being over £1000 and will likely be deemed either extensive or improvement to the existing provision, they are not standard repairs. Wandle aims to complete all Major Repairs within 90 days however in some instances works will form part of a larger programme or alternatively due to their nature will be undertaken within a shorter timeframe where delay would be detrimental to property or person, this will be determined by Wandle. Where we identify the need for a major repair, we will make sure the tenant understands the reasons for this and the timeframes involved.  We will also ensure good communication on the progress of these major repairs, where possible.

Where such repairs are due to be covered by an imminent cyclical or planned maintenance programme, the tenant will be informed of this and the repair postponed until that date.

However, where repairs are considered urgent because they pose a significant risk to occupants, or where vulnerable tenants are involved, it may be necessary to consider bringing the works forward. Such works may require a temporary decant of the tenant, in line with our Decant Procedure.

4.10      Vulnerable people

Wandle recognises the need for extra consideration and support when delivering services to some of our vulnerable tenants.

We will consider increasing the priority of repairs or scope for frail and elderly tenants, supported housing service users and tenants with a disability, particularly for faults where the tenant’s health may quickly be affected.

Wandle will deal sympathetically with requests and update tenancy information accordingly, using this to help verify the vulnerabilities of customers that may merit additional priority for repair work

4.11      Domestic Abuse

In order to safeguard a survivor of domestic abuse, we may undertake additional repairs or adaptations that may fall outside our normal repairs service standard. Such measures might include security lights, extra locks, and fireproof letter boxes. In some cases, we will work with partner agencies to deliver these. We will treat any security related repairs that are related to a case of domestic abuse as emergency repairs.

Our operatives and contractors have a duty of care to report any signs of domestic abuse they might encounter while visiting a home to carry out a repair.  Any such instances will be dealt with in line with our Domestic Abuse policy and will be treated with the upmost confidence and discretion.

4.12      Defects in newly built homes

We will ensure that the priorities outlined above will also apply in cases where a defect arises in a newly built home. However, in these circumstances for a period after the property is handed over to Wandle and tenants first move in, it is normally necessary for the contractor who built the property to investigate and remedy the defect. In these circumstances it is not always possible to complete works to the time periods outlined in this section.

4.13      Insurance claims

Wandle maintains buildings insurance which covers building defects, but not tenants’ contents. Claims for damage to tenants or other third-party possessions will only be considered where there is a clear legal liability or where Wandle could have reasonably foreseen the need for repair and failed to take action.

In other circumstances it is the responsibility of the tenant to make a claim under their home contents insurance. For this and other reasons we encourage all tenants to obtain home contents insurance.

4.14      Tenant Recharge

Wandle will not undertake any repair works that are not its responsibility or where the repair is the result of damage or neglect by the tenant or visitors to the property unless we receive payment upfront from the tenant or there is a Health and Safety reason to do so or we would put someone vulnerable at risk by not doing so in accordance with our Recharge Policy.

4.15      Missed appointments

Missed appointments can cost time and money for both the tenant involved and Wandle and we will take all reasonable steps to ensure that missed appointments are minimised and to keep tenants informed throughout the repairs process to assist in this.

Appointments missed by Wandle or our contractors will be monitored and reported as part of our performance monitoring process. We will compensate tenants for missed appointments, in line with our Complaints & Compensation policy and procedures where loss is incurred.

Appointments missed by tenants may result in jobs being cancelled, tenants will be required to re-book the job providing Wandle and or its contractors have followed the access protocol detailed in the Repair and Maintenance Processes. All missed appointment will be monitored by the repairs management team to ensure those jobs which may cause detriment are re-booked.

4.16      Access

Where tenants refuse access for essential repairs, Wandle will use appropriate methods to ensure the completion of all necessary work, in line with the Health & Safety Policy and/or Tenancy Agreement.

4.17      Pests

In general, it is the tenant’s responsibility to deal with pests in their own properties this includes but not exclusively vermin, birds and insects.

However, Wandle will deal with infestations that are due either to:

  • A defect in the property allowing entry to the pest or providing an environment which causes it to spread or thrive. Where the tenant has taken reasonable steps for a sustained period to deal with the infestation, but these have failed, and where appropriate, we will inspect to assess whether a defect may be the cause.
  • The infestation having clearly spread from a communal area.
  • It is part of a wider infestation affecting multiple properties in a block

Where Wandle deal with infestations that arise from a tenant’s lifestyle Wandle may recharge those responsible for the cost of the works.

When tenants report pest problems to us we will recommend appropriate action to them.

4.18      Complaints

We aim to ensure tenants are fully satisfied with our repairs service. However, on occasions when customers are dissatisfied with our service, we want to hear about it so that we can put things right. Where a customer wishes to formally complain, complaints will be handled in line with Wandle’s Complaints Policy.

4.19      Disrepair

Wandle have a statutory obligation to keep our properties in repair. Wandle’s repairs and maintenance service serves to mitigate against any potential disrepair. Residents, staff, and contractors must promptly report to us any repairs that we are responsible for.   Wandle Staff and Contractors are expected to notify the relevant teams where a major disrepair is anticipated.

Generally, Wandle cannot be held liable for disrepair until we have been notified of the need for a repair and have had a reasonable period to undertake the required repairs.   Any claims for disrepair will be dealt with in line with our Disrepair procedure.

4.20      Right to repair

The right to repair scheme gives a tenant the right to request another contractor and to claim compensation if certain small urgent (“Qualifying”) repairs valued at less than £250 are not carried out within prescribed time limits. This right is granted to secure tenants of local housing authorities and Wandle will also provide this service to tenants.

Qualifying repairs under the Right to Repair Scheme 1994 will be carried out within the statutory timescales. Should these timescales not be met, Wandle will be liable to pay compensation to the tenant at the prescribed rate (current level of £10 plus £2 per day) for every full or part day that the repair remains outstanding, after the end of the second prescribed period to a maximum of £50.

The Right to Repair Scheme involving compensation only applies if works are not carried out within the timescales specified and the following qualification criteria are met:

  • The repair must be an emergency or urgent repair that affects the tenant’s health, safety or security
  • Wandle must be responsible for the repair
  • The repair must cost less than £250.

If the repair is not carried out within the initial timescale the tenant can request that another contractor carries out the works. If the works are then not completed within the second specified period the tenant may request compensation.

Wandle will only meet claims for compensation where tenants have followed the appropriate repairs reporting and notification procedure.

There is no compensation payable for Right to Repair if:-

  • The repair was as a result of damage caused by the tenant
  • The tenant had not informed Wandle that the repair was needed
  • The tenant did not allow access to complete the repair or missed the appointment
  • Access could not be gained for health and safety reasons.

4.21      Tenants who may pose a risk to employees or contractors

Where Wandle is aware of any warnings, via our red flag system about the occupants of the property, we will pass on this information to our employees and contractors. This will be done In line with our Data Protection policies and procedures. Appropriate steps in mitigation such as visit in pairs will be adopted in such instances

4.22      Out of hours

Only emergency repairs will be undertaken out of hours and these will be where there is a direct risk that cannot wait until normal operating hours. The work will be limited to making the problem safe and returning to complete during normal working hours.

However, in some circumstances completing the make-safe works will result in completion of the entire job, or, it will be cost efficient to complete the job while on site rather than return for a further visit, in which case the repair will be completed at the discretion of the operative.

If a tenant uses the out of hours service for a problem which is not a genuine emergency or is the result of misuse, then the cost of the call-out will be recharged. If the tenant is not at home when the contractor calls then the costs will also be recharged, and the work request may be cancelled.

4.23      Undertaking the work

Our employees and contractors will follow the appropriate Code of Conduct which sets out the fundamental need to be polite, courteous and considerate. All staff and contractors will carry photo identification and will always provide proof of identity before entering a tenant’s home.

We will attempt to ensure that no damage is caused to tenants’ belongings in the course of carrying out work, and we will leave tenants’ properties and communal areas clean and tidy following the completion of work.

We will always try to fully complete the repair on the first visit and give clear advice to the tenant about what will happen next if a second visit is needed and if so a mutually agreed appointment will be made there and then.

5.0     Planned Maintenance

Wandle is committed to a proactive planned maintenance strategy, which ensures that the value of its property asset does not diminish. This is achieved through the Company’s Asset Management Strategy (AMS) which ensures that properties are kept to an appropriate standard. The AMS sets the replacement cyclicals and performance criteria.

Our Asset Management strategy links into this policy in the following ways;

  • A progressive change will be made from a “catch up repair” and property improvements to wholly planned maintenance approach
  • Wandle will devise a range of cyclical maintenance programmes to ensure that components are repaired and maintained to a sufficient standard to avoid the need for costly replacement e.g. would be 6 year rolling external painting programme.
  • A range of “improvement” works will be undertaken in addition to maintenance to ensure the stock is to a high standard as detailed in the Asset Management Strategy. Primarily these will involve whole component upgrades, for example replacement of windows, doors and heating. In doing so Wandle will aim to use cost effective, quality components to minimise long-term maintenance liability but maximise the benefits to tenants.

Planned maintenance and cyclical maintenance programmes will be let with the aim to reduce the number of responsive repairs required and undertaken by Wandle.

In undertaking responsive repairs consideration will be given to any programmed or pending planned maintenance on the property. One of two approaches will be adopted; either a temporary repair will be made until the programme is due or the programme will be brought forward if it is uneconomic not to do so.

5.1         Aids and adaptations

Aids and Adaptations may cover improvements necessary in a property to help a resident remain independent. The adaptation may be because of a disability or a resident needing more help as they get older or to help them recover from a stay in hospital. The adaptation may be minor such as a handrail fitting or it could be a major adaptation such as taking out a bath and installing a level access shower facility. 

Minor adaptations are carried out by Wandle’s repair service in line with our Aids and Adaptations Policy.

6.0     Roles and Responsibilities

Head of Property

The Head of property is the policy owner and is responsible for ensuring this policy is effectively implanted across Wandle and across their teams.

DLO Manager

The DLO manager is responsible for managing our DLO service and ensuring that we meet the service standards we have set out in this policy.

Major Works Manager
The Major works manager is responsible for overseeing works that fall into the Major Work category, as outlined in his policy and ensuring we meet the necessary standards.

All Staff

All Wandle staff are responsible for logging and recording repairs, ensuring that they are aware of repairs that are Wandle’s responsibly and for appropriately managing tenants’ expectations on the timescales of repairs where required.

7.0     Related Documents

Key StrategyTarget Operating Model (TOM)
Other StrategiesAsset Management
PoliciesAids & Adaptations Asbestos Complaints Data Protection Decant Gas Safety Health & Safety Recharge Safeguarding Domestic Abuse Policy Empty Homes Anti-Bribery Anti-Fraud, Theft and Corruption Tenancy Fraud Modern Slavery Statement
Other documentsTenancy Agreement Code of Conduct for Employees, Board Members and Involved Residents Wandle Supplier Code of Conduct

8.0     Definitions


Usually responsive repairs are unpredictable, minor in nature, and can generally be completed on a first visit from readily available materials or with simply specification. It is generally undertaken to an individual home or part of a communal area.

Emergency Repair

Emergency repairs are those that are necessary to avoid danger to occupants or similar serious effects on people, or serious damage to the property. The term “Make Safe” relating primarily to Emergencies is used to describe these works and can be defined as removal of risk that generated the Emergency situation, in all instances if possible a full repair will be undertaken on attendance.

Appointed Repair

Any repair that is not an emergency and is appointed at the earliest mutually convenient time, and completed within 28 calendar days of being logged. See further clarification in relevant sections

Right First Time

Wandle defines “right first time” as completing repairs in one visit; however acknowledges that not all repair activity can be undertaken in one visit, tenants will be advised at point of contact if the repair cannot be undertaken in one visit.

Major Works

Any work that exceeds a threshold of cost £1000 and may be reactive in nature but also could be deemed as an improvement to the existing facility, works are completed at earliest opportunity dependant on circumstances and Wandle’s assessment or a maximum of 90 calendar days of being logged. On occasion these woks will be batched and delivered as part of a programme.

Cyclical Works (Planned Maintenance)

Works undertaken on a periodic basis mainly relating to decorations undertaken on a 6 year programme. Works will include repair and decoration works to ensure the elements are kept in a good condition

Capital Investment (Planned Maintenance)

Replacement of key elements of our homes, such as Kitchens, Bathroom, Roofs, Windows and Heating, usually completed as part of a large scale programme. Replacements are undertaken on a needs first basis and programmed to be efficiently delivered. Replacement cycles and elements are including in the Asset Management Strategy.

Vulnerable Person

A vulnerable person is an individual needing support to enable them to live independently and to prevent social exclusion. Vulnerability can be on a temporary or long term basis.

9.0     Compliance

Tenancy Involvement and Empowerment standard

1.2 Involvement and empowerment

1.2.1 Registered providers shall ensure that tenants are given a wide range of opportunities to influence and be involved in:

a. the formulation of their landlord’s housing-related policies and strategic priorities

We have complied with this standard by engaging with tenant’s during the creation of this policy and have worked in their feedback to the policy and procedures, as well as using feedback from customer focus groups.

TIE 2.1 Customer Service, Choice and Complaints

Home Standard

H1.2 Repairs and Maintenance. 

Registered providers shall:

H.1.2(a) provide a cost-effective repairs and maintenance service to homes and communal areas that responds to the needs of, and offers choices to, tenants, and has the objective of completing repairs and improvements right first time.

We have complied with this standard through this policy, which sets our approach to the provision of our repairs and maintenance service, in line with this standard.  Agreed service levels are provided with this policy and our website

2.2 Repairs and Maintenance

2.2.1 Registered providers shall ensure a prudent, planned approach to repairs and maintenance of homes and communal areas. This should demonstrate an appropriate balance of planned and responsive repairs, and value for money. The approach should include: responsive and cyclical repairs, planned and capital work, work on empty properties, and adaptations.

We have complied with this standard through this policy, which sets out our approach to providing responsive repairs, cyclical repairs as well as planned and capital works.

10.0 Legal Framework

LegislationMain powers and relevance to policy subject  
Landlord and Tenant Act 1985This Act places upon landlords an absolute obligation to carry out basic repairs, including the structure and exterior of the property and installations for the supply of water, gas and electricity, and for sanitation and space heating and heating water.
Homes (Fitness for Human Habitation) Act 2018This Act requires private landlords, including housing associations, to ensure that homes are safe, healthy and free from things that could cause serious harm. Issues of this nature that are raised by tenants must be resolved within a reasonable period of time and this time period depends on the nature of the problem and other related factors. Wandle is aware of these requirements and will comply with them.
Housing Health & Safety Rating System Regulations 2005.This Act  specifically Part 1 of the Housing Act 2004 (the Act) introduced the Housing Health and Safety Rating System (HHSRS), which came into force on 6th April 2006. It is an evidence-based system for assessing housing conditions. The HHSRS provides an analysis of how hazardous a property is through assessment of 29 potential hazards found in housing. Each hazard is given a score which will fall into one of 10 bands from band A to band J. Scores that fall into band A indicate a serious hazard whereas scores in band J indicate that the hazard is much less severe. Scores in bands A to C are classed as category 1 hazards and the local authority is obliged to take action. Scores in bands D to J are category 2 hazards and the local authority can use discretion whether to take action. The score is based on the risk to the potential occupier or visitor who is most vulnerable to that particular hazard. For example, the elderly are most vulnerable to hazards relating to stairs. A home that is safe for those most vulnerable to that particular hazard is safe for all.
Defective Premises Act 1972Section 4 of this Act places a duty on the landlord to take reasonable care to ensure that anyone who might be expected to be affected by defects in the property is reasonably safe from injury or damage to their property.
Environmental Protection Act 1990This Act makes provision for the control of premises whose conditions are considered to be prejudicial to health or a nuisance. This legislation means we are liable for damages and compensation to tenants and their families who suffer as a result of failure to maintain their properties.
Health & Safety at Work Act 1974Sets out the legal duties of employers and employees and states the legal requirement for risk assessments.
Control of Asbestos Regulations 2012Asbestos Management Plan Contractor access to Asbestos Register Information on absence / presence of asbestos in each property
Regulation 5 (2) of and Schedule 2 to The Service Charges (Consultation Requirements) (England) Regulations 2003 (as amended)Consultation with leaseholders on appointment of contractors and charges
The Secure Tenants of Local Housing Authorities (Right to Repair) Regulations 1994  Tenants right to undertake small repairs, up to £250, if BHP fails to provide a service
Construction (Design & Management) Regulations 2015  Larger repairs may fall within the regulations and BHP may need to provide an annual Form 10 to cover all works in the financial year

11.0 Equality & Diversity

Equality & Diversity is central to our business; promoting fairness and opportunity for customers and staff; helping provide the best services shaped by and for customers; and right for recruiting and developing our staff.

We are committed to celebrating diversity. To ensure equal access to our services is available, Wandle will comply with the Equality Act 2010 and all other legislative requirements relating to equality. We will work to avoid exclusions or restrictions that are not appropriate to the housing and support needs of our tenants and that may lead to discrimination. We will endeavour to ensure that all tenants receive a consistent level of quality service.

Equality Consideration

Under the Equality Act 2010 Wandle must consider whether our policies adversely affect our customers and/or staff.

The following table identifies whether this policy disproportionately impacts upon any individuals in regard to the key protected characteristics, as identified in the Act:

Special CharacteristicAny impact? (Yes or No)
gender reassignmentNo
marriage and civil partnershipNo
pregnancy and maternityNo
religion or beliefNo
sexual orientationNo

We do not consider this policy to disproportionately impact any individuals in regard to these characteristics and therefore a detailed Equality Impact Assessment is not required.