Our repairs visit obligations
The Council’s responsive repairs and maintenance service aims to put tenants at the centre of its delivery. It is committed to being accessible to every tenant, and values tenant feedback – both complaints and compliments. We understand that effective repairs and maintenance are crucial to this commitment, and we want to ensure you know your rights regarding our repairs and maintenance visits to your property.
Your Right to Notice: Repairs and Maintenance Visits
You have the right to receive reasonable notice before we visit your home to carry out repairs, maintenance, or to inspect the condition of your property. This is in line with the Regulator of Social Housing's Transparency, Influence and Accountability Standard, which ensures you have clear information about your rights.
What to Expect:
- Advance notice: You have a right to receive at least 24 hours’ notice of a proposed visit to carry out repairs, maintenance, or survey to inspect the condition and state of your home. (This notice may not be possible in emergency situations).
- Emergency repairs: In cases of emergency repairs, such as a burst pipe or a gas leak, we may need to access your property without prior notice. However, we will always explain the situation to you as soon as possible.
- How we will contact you: We will usually contact you by phone, letter, email, or text message. We will also endeavour to confirm an appointment time slot at your convenience.
- When we will visit: Our staff or contractors will only work or inspect your home at reasonable times. A “reasonable time” means a time that is convenient for you, that is not too early or too late.
- Your appointment: We will always do our best to keep to the agreed appointed time slot. If we are running late or need to reschedule, we will inform you as soon as possible.
- Identification: Our staff and contractors will always carry identification. Please ask to see their ID before allowing them into your property.
- Respect for your home: Our staff and contractors are respectful of your home, environment, and cultural needs, ensuring works are done with minimal noise and disruption. Work vehicles are parked responsibly, your property is treated with care, and your facilities are not used without your permission.
As part of the Council’s legal duties to repair, maintain and keep your home reasonably decent, we will:
- In all cases consider repair before renewal.
- Keep the structure of your home in good condition.
- Repair Council fixtures and fittings inside your home, for example, heating systems, bathroom fittings, kitchen units and doors.
- Repair any shared areas that form part of your home, for example, staircases and shared entrances.
To support operatives carrying out repairs, the Council asks tenants to:
- Not use abusive or threatening language or act in a violent, aggressive or abusive manner towards the Council staff and contractors.
- Keep their pets in a room away from operatives carrying out the repair.
- Not smoke/vape inside the property when Council staff or contractors are present.