September 2013 - Bron Afon

• Work required to manage health & safety issues for tenants affected by
serious anti socail behavior (at the request of the Community Safety Team)
Note: We may recharge for emergency repairs that are tenants responsibility under
the terms of their tenancy agreement or if the emergency is necessary due to misuse
or damage. Further details will be available in the Recharge Policy.
Where access becomes available to a property with an outstanding heating/gas
service, or any other safety / Duty of care issue. We will mobilise resources to
undertake this service immediately.
The list above is not exhaustive and a degree of discretion is required when risk
assessing each occasion.
5. What happens if the tenant is vulnerable and/or frail
The emergency repairs criteria will be applied in a caring and sensitive manner in
respect of vulnerable and frail tenants. To assist us we may refer to our data base
for details.
Tenants may be vulnerable by virtue of a variety of reasons including age (young or
old) medical condition, disability, physical or mental health.
We will make a judgment regading the upgrade of a repair to an emergency based
on the information available to us at the time based on our judgement of the tenants
ability to cope and obtain help themselves.
When temperatures are below freezing, vulnerability may be further defined as,
tenants with pre school children, elderly people over the age of 65, disabled person
who is living on their own or someone with a medical reason which requires
continuous heated environment.
During these periods tenants may be advised of alternative action to keep warm
such as retiring to bed, hot water bottles or hot drinks, particularly where heating
failures are likely to extend beyond 10pm.
6. What happens when a repair is reported
On receiving notification of a repair we assess and prioritise based on the level of
risk to people and property. This will include the re-commissioning of essential
services where practically possible, dependant upon the availability of both staff and
material resources.
We will endeavour to complete the repair at the time of the call but in some situations
it may only be possible to make the situation safe and undertake the full repair the
next working day.
Where a call does not meet the criteria for emergency, tenants will be advised on an
appropriate priority and timeframe for repairs, based on the details in the repairs
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