Transcript Slide 1

REPAIRS AND
MAINTENANCE
POLICY
JULY 2009
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REPAIRS AND MAINTENANCE POLICY
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Why do we have this Policy?
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Here at Sentinel, we are committed to making sure our homes are kept in a good state of
repair and meet our quality standards. We understand how important it is that your home
is safe, secure and meets your individual needs. This policy sets out how we will deliver
all repairs and maintenance work to your home inline with our customer service
standards.
Alongside our contractors, Mitie, we will work to make sure that all works are completed
with the minimum amount of disruption and inconvenience.
Our approach to repairs and maintenance.
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It is Sentinel’s responsibility to carry out certain repairs to your property when
they are needed, this includes all repairs which might affect your health,
safety or security. We will also make repairs to communal areas of flats and
maisonettes where necessary.
If your home needs a repair because of neglect or damage caused by you,
your friends or your family, we will charge you for the repair.
For a full list of responsibilities, please request a copy of our ‘Repairs
Responsibilities Information Sheet’.
We will:
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Provide you with a high quality, flexible and accessible repairs and
maintenance service.
Ensure it is easy for you to report a repair.
Seek to carry out all repairs within the agreed response times.
Aim to complete the job on a ‘right first time’ basis.
Provide a 24 hour emergency response service.
Seek to engage you in all ways possible to improve the service.
Recognise diversity and tailor our service response to meet your
circumstances and needs.
Ensure all contractors are courteous and respectful at all times and always
act in a professional manner.
Where our service standards fall short, we will apply a appropriate level of
compensation.
You must:
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Report any damage or repairs needed to your home, garden or communal
areas.
Allow us access to carry out repairs, inspections, gas servicing and general
maintenance.
Take care of your home, garden and related areas in line with your
repair responsibilities.
Pay for repairs when someone in your household, or a visitor, has
caused damage to the property.
Pay for missed appointments.
Approval Stages
Named Departmental Sign off: Val Bagnall
Named Director Sign off:
Implementation Date:
24th July 2009