September 2013 - Bron Afon

policy. Out of hour’s calls, are logged by our service provider and details are passed
to the repairs helpdesk the next working day.
7. What timescales are there for responding to emergency repairs
All jobs emergency jobs are logged on our job management system.
• We aim to attend emergency repairs within 2 hours and at least make
situations safe. Where it is not be possible to complete all works during the
emergency visit, we will prioritise these to complete within the 30 day target
set out in the Repairs Maintenance & Major Works Policy.
• If following the report of an emergency repair, by a tenant, for their own home,
we are unable to gain access to the property; and we have called within 2
hours, we will recharge the tenant raising the call for the abortive work
incured.
• Where an emergency situation is known to exist and we are unable to gain
access to a property to eliminate that risk, we will take action to enforce
tenancy conditions and/or use the statutory powers of ourselves and/or our
partners to eliminate that risk. We will recharge the tenant responsible tenant
for the abortive work incured.
• Out of hours calls are recorded by our service provider and are available to
our repairs helpdesk the next working day. This will include the nature and
outcomes of calls received.
8. What arrangements are there for implementing and monitoring this policy
and who will be involved
Implementation
The Head of Property Services is responsible for the implementation and revision of
this policy.
Monitoring the effectiveness of the service
• Monitoring of the out of hours repairs will be carried out by area managers
repairs teams to ensure service aims and standards are met.
• Regular quarterly reviews of the service will be undertaken by area repairs
management team.
• Tenants will be encouraged to contribute to service development and provide
feedback on performance, materials and the effectiveness of the service. This
feedback will be used by the Quality Design Forum and the Service
Monitoring and Improvement Teams when reviewing service prvision.
• Any future amendments to the policy will be presented by the Service
Development team.
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