6.4 REPAIRS SERVICE

A high quality, customer orientated local repairs service will be provided. A Handyperson would carry out routine day-to-day repairs in the Mansford Estate. They would be locally based and known to local residents, with a good knowledge of needs of the estate. Larger or more specialist repairs will be carried out by contractors who will be selected by in partnership with resident representatives. The service will:

• Operate an appointments system for the carrying out of repair work;
• Adhere to published priority timescales for the completion of repair work wherever possible, and ensure that all tenants are aware of these timescales;
• Ensure that all contractors undertaking housing repairs abide by a code of conduct designed to ensure high standards of customer care;
• Survey contractors work whilst they are on site to ensure that repairs and installations are carried out satisfactorily, without damaging, weakening or affecting the appearance of the building.
• Monitor tenant satisfaction with the repairs service, and ensure that any complaints about the service are investigated promptly.
• THCH will have a planned maintenance programme that will ensure the property is kept in good repair on a cyclical basis.

THCH will ensure that all tenants are treated equally in respect of the repair and maintenance of their homes, and that all tenants have equal access to the service.

• Operate an appointments system for the carrying out of repair work;
• Adhere to published priority timescales for the completion of repair work wherever possible, and ensure that all tenants are aware of these timescales;
• Ensure that all contractors undertaking housing repairs abide by a code of conduct designed to ensure high standards of customer care;
• Survey contractors work whilst they are on site to ensure that repairs and installations are carried out satisfactorily, without damaging, weakening or affecting the appearance of the building.
• Monitor tenant satisfaction with the repairs service, and ensure that any complaints about the service are investigated promptly.

A new handyperson would be employed to carry out routine day-to-day repairs in the Mansford Estate area. He would be locally based and known to local residents and knowledgeable of the repairing needs of the estate. Larger or more specialist repairs will be carried out by contractors who will be selected by THCH in partnership with resident representatives.

THCH will have a planned maintenance programme that will ensure the property is kept in good repair on a cyclical basis.

THCH will ensure that all tenants are treated equally in respect of the repair and maintenance of their homes, and that all tenants have equal access to the service.