OUR REPAIR COMMITMENTS
WWW.SWAN.ORG.UK | DECEMBER 2014 | WWW.WEB4RESIDENTS.ORG.UK
The Repairs Partnership is now five years old and over that time we have significantly improved the way we deliver our repair service. The Partnership has successfully increased performance so that now:
99.8% 97.1%
of repairs are completed on time and
of appointments made are kept.
Satisfaction has also increased from 65% (2009) to 76% (2014). However, we want to increase this further so, over the last few months we have worked with over 40 residents looking at how we can improve the way we do things so that we can increase your satisfaction to over 80% by March 2016. Here are the key issues you have identified and our commitment to you on how we will improve them...
OUR REPAIRS COMMITMENT PAGES 1/2
Our Commitments
You told us: Supported Housing residents don't always receive the enhanced service we promise We listened and are making some changes. Our commitment:
You told us: It is not always clear who is responsible for repairs We agree that this is confusing, so the service will now be called Swan Repairs. Swan will work with you to agree the level of service we provide and Axis will deliver the agreed service. Our commitment:
1 2 3
When you call the Repairs phone line the call will be answered “Swan Repairs”. Make it easy for you to report a repair (see the different ways on the back page). Whoever you speak to will take responsibility and assist you with your enquiry.
You helped us review the Repair Standards We have reviewed the Repair Standards that set out the types of works Swan will carry out and those that are your responsibility. Our commitment:
1
When reporting a repair you can ask for either the next available appointment or an appointment that suits you best.
2
We will continue to offer Saturday and early evening appointments.
1
Improve our systems so that the correct information is passed to Axis and call operators know which homes are supported housing properties.
2 3
We will train staff to access the information and make sure we respond quickly. If we get it wrong we will apologise and get the repair resolved as quickly as possible.
You told us that we don't always get it 'Right First Time' We complete, on average, 95% of all jobs on the first visit but sometimes additional visits are required. You told us that sometimes we don’t have the right parts when we turn up and that when a further appointment is needed, we don’t always keep you informed. Our commitment:
1
If we don’t have the right part, we will arrange a new appointment to complete the work before we leave or phone you within 24 hours to book a new appointment.
2
Following each repair, we will telephone or text you to check that you are satisfied with the work. Where further work is required, we will schedule a follow up appointment at a time that suits you.
3
Where works require authorisation or, due to cost, a price quote, our dedicated Aftercare Team will keep you informed and make sure the works are completed quickly.
If you have a problem or a query about a repair you can contact either Swan Repairs or Swan Housing on 0800 783 2768 - any member of staff will be able to help you
OUR REPAIRS COMMITMENT PAGES 3/4
You told us: We don't always arrive at the time we said we would Each year we carry out over 40,000 repairs. Last year we missed 598 appointments, over 250 of these are counted because we arrived earlier than the scheduled time. Although this figure is 1.5% of all the jobs we do, we recognise that you want us to attend at the agreed time and have listened to your feedback. Our commitment:
1 2
If we have to reschedule your appointment (i.e. ordered parts did not arrive) we will give you as much notice as possible. If we are delayed due to previous jobs or traffic we will contact you immediately and either agree to arrive later or reschedule to a more convenient day.
You told us: Communal repairs need to be done quicker You told us that communal repairs, either in the block or within your neighbourhoods, are not always completed within the agreed target time. Our commitment is:
3
If we attend and there is no answer, our office staff will telephone you in case you did not hear the door or you are on your way home to meet us.
1
We will use ‘stickers’ in communal areas to show the repair has been ordered and once it has been completed the ‘sticker’ will be removed.
4
We will pay a missed appointment fee of £20 if we do not attend and fail to notify you of any of the above.
2
Staff from Swan Repairs and Swan Housing will work together to ensure the repairs are completed within target and, after it has been completed, inspect the quality of the repair.
3 4
We will continue to involve Resident Inspectors to carry out independent assessments.
You told us: Our Improvement Programme needs to be more more flexible Each year we invest around £2.4m in our Improvement Programme. We renew kitchens, bathrooms and central heating boilers through this programme. We are committed to spending your rent money wisely and our approach will always be to repair before replacing. For some repairs, such as kitchen cupboard doors and drawers, you told us that this approach means you are sometimes left with a kitchen that doesn’t match. Our commitment is:
1
We will assess the repairs required, take into account the age of the kitchen and when it is due for renewal, and let you know if the decision is to repair or renew.
We will work with local residents to agree and deliver repairs and improvements to your neighbourhood.
To enable us to improve our service we need you to commit to:
1 2 3 4
Report any repairs as soon as you notice a problem. Let us know if you change your telephone number so that we can keep you up to date. If you have an email address let us know and tell us if you prefer to be emailed. Let us know if you are unable to keep an appointment so that we can use that time to complete someone else’s repair.
2
Where you disagree with our decision to repair, we will ask our Resident Inspectors to make an independent assessment.
3
Where the decision is to repair and it is possible to match/contrast the colour we will replace those doors/drawers that are affected.
5
Tell us how we've done: if we get it right, let us know. If we get something wrong tell us and give us a chance to put it right.
4
Where we cannot reasonably match or contrast the colour we will replace all door/drawer fronts.
6
Watch out for updates and reports on our progress in The Communicator.
Your Handy Guide to Repair Responsibility and Timescales Us
You
Repair Category
Timescales you will wait no longer than...
Bathroom and Kitchen Repair or renew bath
3
Standard
15 working days
Renew bath panel and frame support
3
Standard
15 working days
Repair or renew electric over bath shower
3
Standard
15 working days
Repair or renew shower tray, screen, or door
3
Standard
15 working days
Standard
15 working days
Repair or renew shower curtain or rail
3
Repair or renew flexible shower hoses and head (excludes fixed shower heads)
3
Repair or renew kitchen sink or wash hand basin
3
Repair or renew tap to kitchen sink, wash hand basin or bath
3
Rewasher tap to kitchen sink, bath or wash hand basin
3
Renew plug & chain to kitchen sink, wash hand basin or bath
3
Renew mastic sealant to basin, bath, shower, sink or worktop
3
Standard
15 working days
Clear blocked kitchen sink, wash hand basin, bath or shower (where you have tried to clear and problem remains)
3
Standard
15 working days
Repair or renew WC pan & cistern
3
Standard
15 working days
3
Repair or renew toilet seat and toilet roll holder Clear blocked WC (where you have tried to clear and problem remains)
3
Immediate
4 Hours
Replace defective wall tiles
3
Standard
15 working days
Repair or renew bathroom cabinets or shaver lights
3
Cleaning and removal of mould growth
3
Repair or renew individual kitchen unit, door, drawer front and worktops
3
Standard
15 working days
Repair or renew cooker, hob or extractor hood or similar type appliances (only where fitted and maintained by Swan)
3
Standard
15 working days
Repair or renew pelmet lights to kitchen cabinets
3
OUR REPAIRS COMMITMENT PAGES 5/6
Us
You
Repair Category
Timescales you will wait no longer than...
Electrics Reinstate electrics following loss of power supply to property which includes lighting or power circuits
3
Immediate
4 Hours
Repair or renew defective electrical fittings (only those fitted by Swan) or remedy minor electrical faults i.e. socket, light switch etc.
3
Standard
15 working days
Undertake electrical test after a leak
3
Emergency
24 Hours
Repair or renew immersion heater (where supplementary source to gas boiler)
3
Standard
15 working days
Repair immersion heater (where main source of hot water)
3
Emergency
24 Hours
Renew immersion heater (where main source of hot water)
3
Standard
15 working days
Repair individual electric night storage heating or convection heater
3
Emergency
24 Hours
Renew individual electric night storage heating or convection heater
3
Standard
15 working days
Emergency
24 Hours
Standard
15 working days
Repair or renew TV aerial, cable TV or Satellite TV installations (non communal) Repair or renew mains wired smoke alarm or CO alarm
3 3 3
Repair or renew battery operated smoke alarm or CO alarm Repair or replace extractor fan (any location)
3
Replace light bulbs, flourescent tubes, starters, appliance fuses or battery operated door bells and other sundry electrical items
3
Moving electric meter
3
Heating and Gas Repair heating and/or hot water
3
Emergency
24 Hours
Repair or renew any single heat source (i.e. including cylinder, individual radiator, night storage heater or convector)
3
Standard
15 working days
Repair gas leak (follow up to Transco attending)
3
Immediate
4 Hours
Renew gas bayonet and cap
3
Standard
15 working days
Bleeding radiators
3
Sweeping chimneys (if used by resident as an open fire)
3
Alterations or installation of gas supply for cooking appliance
3
Moving gas meter
3
Us
You
Repair Category
Timescales you will wait no longer than...
Immediate
4 Hours
Windows and Doors Board up or make safe any window or door (where police/crime reference number is provided)
3
Reglaze window following board-up (unless where police/crime reference number is provided)
3
Repair or renew any item (including glass/glazing) following damage caused by the police forcing entry to the premises
3
Repair (including ease and adjust) door, window, frame, catches, hinges or locks
3
Standard
15 working days
Renew any individual window complete
3
Planned
45 working days
Replace defective lock to front or back door
3
Emergency
24 Hours
Renew front or back door complete
3
Planned
45 working days
Draughtproofing (if fitted with original window or door)
3
Standard
15 working days
3
Draughtproofing (if not fitted with original window) Replace misted double glazed unit
3
Planned
45 working days
Repair or renew window vent
3
Standard
15 working days
Repair skylight or velux light window
3
Standard
15 working days
Renew skylight or velux light window
3
Planned
45 working days
Replace lock to front or back door (as a result of lost or stolen keys)
3
Replace lost keys
3
Oiling hinges
3
Repair or renew internal door or door handles
3
Shaving off the bottom of a door to fit over carpets
3
Additional security, such as locks, chains and spy hole
3
OUR REPAIRS COMMITMENT PAGES 7/8
Us
You
Repair Category
Timescales you will wait no longer than...
Plumbing Repairs and Leaks Repair burst pipe where you cannot stop the leak by turning off the stop cock
3
Immediate
4 Hours
Repair minor leak to hot and cold water pipe including running overflow
3
Standard
15 working days
Overhaul or renew stopcocks and gate valves
3
Standard
15 working days
Trace and remedy air locks and water hammer
3
Standard
15 working days
Repair or renew water storage tank
3
Standard
15 working days
Clear blocked soil vent pipe
3
Emergency
24 Hours
Clear blocked drain or manhole (where tenant has contacted Utility Company and they have confirmed the issue is not their responsibility)
3
Emergency
24 Hours
Clear blocked gulley
3
Standard
15 working days
Make safe manhole cover where missing or defective
3
Emergency
24 Hours
Renew manhole cover (following make safe)
3
Standard
15 working days
Clear blocked guttering or downpipe
3
Standard
15 working days
Repair or renew defective guttering or downpipe
3
Standard
15 working days
Repair or renew gulley surround or gulley grid
3
Standard
15 working days
Carry out temporary repair to roof and or chimneys
3
Emergency
24 Hours
Carry out minor repair following roof leak (i.e. replacement of flashings or roof area not exceeding 1 sq meter in total)
3
Standard
15 working days
Carry out major repair following roof leak
3
Planned
45 working days
Repair fascias, soffits and bargeboards
3
Standard
15 working days
Renew fascias, soffits and bargeboards
3
Planned
45 working days
Repair defective chimney (including pointing, renewing chimney pots, flashings and soakers)
3
Planned
45 working days
Drainage and Guttering
Roofing
Us
You
Repair Category
Timescales you will wait no longer than...
Stairs and Woodwork Make safe loose or defective stair, newel post, balustrade, balusters, handrail and strings causing potential hazard
3
Emergency
24 Hours
Repairs to timber stairs, newel posts, balustrades, balusters, hand rails and strings
3
Standard
15 working days
3
Repair or renew curtain rails, curtain battens and curtain hooks Repair or renew skirtings, architraves, picture rails and dado rails
3
Standard
15 working days
Make safe loose or defective timber floorboards causing potential hazard
3
Emergency
24 Hours
Repair or renew timber floorboards
3
Standard
15 working days
3
Planned
45 working days
Gardens Repair or repoint brickwork
3
Repair or relay uneven rear path and patio Make safe uneven or defective front path or driveway (where installed by Swan) causing potential hazard
3
Emergency
24 Hours
Repair or relay uneven front path or driveway (where installed by Swan)
3
Planned
45 working days
Repair or renew front gate (where provided by Swan)
3
Standard
15 working days
Repair or renew gates, boundary walls and fences (where owned by Swan) where they are next to land we own, next to footpaths, public land, rights of way, garage access ways or unadopted highways. (This excludes neighbouring Swan residential properties)
3
Planned
45 working days
Repair or renew all other gates, fences and boundary walls including neighbouring Swan residential properties
3
Repairs to any form of timber decking, trellis work, pergolas or other garden features, structures, ornaments or the like
3
Repair garages, sheds, bin stores and outbuildings (where we provide them) though we may remove them if they become unsafe
3
Standard
15 working days
Renew garages, sheds, bin stores and outbuildings (where we provide them) though we may remove them if they become unsafe
3
Planned
45 working days
Standard
15 working days
Repair or renew any form of clothes line including tidydrys and rotary clothes driers
3
Maintenance and upkeep of gardens, including grass cutting, pruning and weeding of borders, shrubs, hedges, ivy and trees
3
Removal of rubbish and debris
3
Repairs or renew garage doors and door locks Repair or renew of dustbins, waterbutts and other receptacle
3 3
OUR REPAIRS COMMITMENT PAGES 9/10
Us
You
Repair Category
Timescales you will wait no longer than...
Standard
15 working days
Planned
45 working days
Standard
15 working days
Emergency
24 Hours
Standard
15 working days
Standard
15 working days
Standard
15 working days
Standard
15 working days
Standard
15 working days
Standard
15 working days
Standard
15 working days
Decorations Internal decorations to all parts of the property
3
Making good decorations following a repair (except where caused by subsidence, structual defect or water leak)
3
Making good decorations following a repair where caused by subsidence, structual defect or water leak
3
Cleaning and removal of mould growth as a result of life style conditions
3
White Goods and Furniture Repair or renew of any item of furniture or domestic electrical appliance (except where fitted and maintained by Swan) Repair or renew of any domestic electrical item provided by Swan
3
Repair electrical appliances fitted as part of any adaptation works (includes items such as baths and hoists)
3
Repairs to stair lifts and through floor lifts
3
3
Floor Coverings Repair or renew carpets, laminated wood flooring or any other floor finish (excludes kitchen and bathroom) Repair or renew vinyl floor covering to kitchen or bathroom
3
3
Plastering Minor cracks to plastered walls and ceilings (excludes structural cracks) Plaster repairs to walls and ceilings Repairs to artex Repair or renew plaster coving Renew plasterboard ceiling or plaster to entire plaster wall
3
3
3 3 3
Removal of polystyrene ceiling tiles and coving
3
Asbestos Investigate possible asbestos requiring test Removal of asbestos
3 3
Pest Control Infestation of ants, wasps, bees, fleas, mice, maggots, rats, cockroaches, birds nests and squirrels, or any other form of pest infestation
3
Us
You
Repair Category
Timescales you will wait no longer than...
Communal Repairs Repair burst pipe
3
Immediate
4 Hours
Repair gas leak (follow up to Transco attending)
3
Immediate
4 Hours
Repair works to remedy sewage overflowing
3
Immediate
4 Hours
Clear blocked soil vent pipe
3
Emergency
24 Hours
Clear blocked drain or manhole (where tenant has contacted Utility Company and they have confirmed the issue is not their responsibility)
3
Emergency
24 Hours
Clear blocked gulley
3
Standard
15 working days
Make safe manhole cover where missing or defective
3
Emergency
24 Hours
Renew manhole cover (following make safe)
3
Standard
15 working days
Clear blocked guttering or downpipe
3
Standard
15 working days
Repair or renew defective guttering or downpipe
3
Standard
15 working days
Repair or renew gulley surround or gulley grid
3
Standard
15 working days
Reinstate electrics following loss of power supply to common parts which includes lighting or power circuits
3
Immediate
4 Hours
Repair or renew any electrical fitting
3
Standard
15 working days
Attend to person trapped in lift
3
Immediate
4 Hours
Non-operation of lift including lift lighting
3
Standard
15 working days
Loss of water supply (except where the result of interruption by the utilities)
3
Emergency
24 Hours
Attend and make safe to communal floor coverings (causing trip hazard)
3
Emergency
24 Hours
Repairs to communal floor coverings (non-hazardous)
3
Standard
15 working days
Repairs to fire safety equipment system and installation
3
Emergency
24 Hours
Repair or renew defective parts to TV aerial systems
3
Standard
15 working days
Repair or renew parts of laundry equipment
3
Standard
15 working days
Attend to rectify fault to Door Entry System where preventing access
3
Immediate
4 Hours
Repair door entry (access available, but system inoperable)
3
Standard
15 working days
3
Door entry - fob replacement (Unless system fault) Repair or renew parts to CCTV system
3
Standard
15 working days
Repair or renew parts to washing line/drying facilities
3
Standard
15 working days
Repairs to bin stores and bin chutes
3
Standard
15 working days
Any non-essential repairs not listed above
3
Standard
15 working days
You can now report a repair by
Phone
Text message
Online
swanresidents@ axiseurope.com
0800 783 2768 or 020 3597 2067 from a mobile
To report a repair via text message send a message to 07477 959 235. Don't forget to include your name, address and brief details of what's wrong and the location of your repair in your message.
https://my.swan. org.uk/
What we need from you
1
2
3
4
Name
Address
Telephone number or email
What’s wrong and location of repair