Waverley Borough Council Committee System - Committee Document
Meeting of the Executive held on 11/07/2006
PROCEDURES AND CONSIDERATIONS FOR DEALING WITH REPAIRS TO COUNCIL HOUSING OWNED BY WAVERLEY BOROUGH COUNCIL.
ANNEXE
PROCEDURES AND CONSIDERATIONS FOR DEALING WITH REPAIRS TO COUNCIL HOUSING OWNED BY WAVERLEY BOROUGH COUNCIL.
1.
STANDARD OF TELEPHONE ANSWERING REQUIRED
·
All telephone calls should be answered promptly – within
four rings
if possible
·
Speak clearly and use greetings such as
“ Good Morning”
or
“ Good
Afternoon”
followed by our section identification “
Housing Maintenance”
followed by your first name (for example
“Annelie speaking”)
. Pause after the greeting to allow the customer to “ tune in”.
·
The caller should always be treated with respect and should be politely asked for their name and address and this will allow the Customer Services team member to enter the details onto the Orchard computer system and view the property history. For further details of how to add a repair onto the computer system please refer to the Orchard Manual.
·
The Customer Services team member should politely ask the caller for the details of the repair that they wish to report and establish if it is a new repair to be entered, if it relates to an existing repair already reported, if it is a repair for which the tenant is themselves responsible or if the caller needs to be redirected to another member of the team or to another internal section or to another organisation (e.g. Surrey County Council)
·
Whilst speaking try to establish a rapport with the customer (this will not always be possible)
·
Try to speak clearly (about 80 words per minute is the general guideline)
·
Try to use positive language
·
End your conversation with the customer by summarising your understanding of the details obtained so far. This should help to ensure accuracy and understanding on both your and the customers behalf, so that you both understand what action will be taken and when. Always check that you have clearly understood the customer’s requirements for making an appointment. Please ensure that you inform the customer the timescale that applies to their job. This is critical for 4hour, 1,3 and 7 day jobs.
2. IF A NEW REPAIR IS TO BE REPORTED
the Customer Services Team member should ask appropriate questions to determine the following information
·
Establish the name of the person
reporting
the repair and the
name
of the tenant. (This will be useful if the validity of the order placement is queried at a later date)
·
The
details
of exactly what the repair is that the customer is reporting
·
The exact
location
of the repair
·
The information necessary for
access
– The customer must be politely asked if they would like an appointment to be made with them by the contractor for carrying out the work. The customer must be advised that the contractors will contact them to establish whether they would prefer a morning or an afternoon call within the established priority timescales for the repair.
·
The
contact telephone number (s
)– home, mobile or work telephone numbers or that of a friend or relative should be noted and entered onto the order together with the relevant details of the appointment required.
·
Details should be noted of any
special needs
and the information used to make appropriate decisions when ordering the repair. For examples of special needs (
see paragraph 8
).
·
Please note that Orchard contains warnings for those customers that are entered onto the Waverley corporate
Staff safety register
. Further information on each case can be obtained by viewing the register. (in order to locate this go to the Waverley Bulletin Board and double click on the green line which reads “Report It! Report a Problem”. Next click once onto “View Staff Safety Register” and press ” OK”). Depending on the wording that you find present against the customer’s name you may need to advise the Contractor or the Inspector to visit accompanied by a colleague. Should you require further guidance then please contact Elena Howe, Chris Slade or Keith Allen (Safety Officer (Ext 3480).
·
The customer should be advised if the repair that they are reporting qualifies under the
RIGHT TO REPAIR SCHEME.
The 1994 Housing Act requires that the Council carry out certain repairs within a set timescale. If it does not do so then the customer may request the Council to get another contractor to carry out the work. If the second contractor doesn’t do the repair within time then compensation is payable of £10 as a set fee plus £2 for each day that the repair is not completed up to a maximum of £50 in total. (
for more detailed information on this scheme see separate leaflet entitled “Your Right to Repair As a Tenant of Waverley Borough Council”))
·
The customer should be advised of the timescale that is being given to their job so that they are aware of when the job that they are reporting should be completed.
·
All customers should be treated with respect at all times. It is recognised that not all customers are polite and respectful when speaking to Waverley Officers and staff however staff are expected to meet the highest standards. Staff can report aggressive customers via the Staff Safety Register and can terminate face- to- face interviews or telephone calls where the customer displays signs of aggressive behaviour or uses inappropriate language. Staff members who have advance notice of having to meet a known aggressive customer should always elect to be accompanied by a colleague for the duration of the interview. Any concerns by the staff member relating to difficult customers should be shared with Chris Slade or David Simmons.
3.
REPAIRS THAT ARE THE CUSTOMERS RESPONSIBILITY
INCLUDE:
Alterations or additions to the property that the customer wishes to carry out themselves
Some accidental or deliberate damage to anything in the property
Internal redecoration (exceptions being where WBC carry out works following other repair works or the Elderly/Disabled persons redecoration scheme)
Wheelie bins and dustbins
Coat hooks
Letterboxes
Doorbells
Clotheslines
Light bulbs (except in communal areas)
Electric plugs on appliances
Bath and basin plugs
Internal door handles
Freestanding wooden garden sheds
TV aerials except communal aerials
Replacement of lost or stolen keys
Draught excluders
Wasps / Bees if in garden
Fleas (unless if discovered in void property or within one month of a new tenant moving in or mutual exchange)
Any electrical work undertaken by the tenant including installation of extra power sockets (note: such works must be carried out by a qualified, registered electrician)
Gaining access to the customers' property if locked out and for rectifying any damage caused whilst getting in.
4.
REPAIRS THAT ARE THE COUNCILS RESPONSIBILITY
The walls, floors, doors and the roof
Kitchen cupboards and sink
Bath/shower, wash hand basin and WC
The hot and cold water supply and pipe work
The electrical wiring, sockets and light fittings and switches
Gas, electric, solid fuel and water heating systems
The drains
Paths
Window catches and locks
Tap washers
Smoke alarms if fitted by Waverley BC
Communal washing lines
Door locks
Replacing broken glass in windows and front doors needed because of faulty frames, accidental damage or vandalism where the vandalism has been reported to the Police and the incident number given to the Council.
Patios – unless installed by current tenant
Improvements or alterations carried out by previous tenants.
Internal decoration required because of water damage or other repair works – normally the customer will be offered decorating vouchers, but if they are unable to carry out the decorating due to age or disability or impracticality, the Council will carry out the work. If the damage is to:
Ceiling only – whole ceiling will be redecorated, Walls: only the wall affected will be redecorated. However if the same wallpaper cannot be obtained or if it would look unsightly just to do one wall, then the whole room will be done on a like for like basis i.e. emulsion paint or wallpapered dependant upon what was there before.
If the damage to the décor was caused by a problem in the flat above, the Housing Department will investigate whether the occupier living above should be recharged.
Sheds that are brick built and which form part of the structure of the building.
Communal television aerials. (Not individual TV aerials that have been installed either by the current or the previous occupant and are independent and serve only one property – these are the responsibility of the tenant to maintain/renew)
Wasps/bees nests if inside the property or in communal areas (
not if in garden)
Fleas (if discovered in empty property or within one month of new tenant moving in or mutual exchange taking place)
Rats
Fences, which have become broken or have deteriorated through age and may cause a danger if left un-repaired and if installed by the Council or a previous tenant of the property. It will be replaced on a like for like basis but the minimum standard will be one metre high plastic coated chain link fencing
.
Fencing work that does not affect health and or safety will be noted and works carried out later under a collective programme.
Gates, which have become broken or have deteriorated through age and may cause a danger if left un-repaired and if they were installed by the Council or a previous tenant of the property. However, this applies to one gate only per property with the aim of providing one secure area of garden.
Unless there are special circumstances gates will be added to a collective future programme as with fencing.
5.
PRIORITY TIMESCALES.
Priority codes in use for responsive repair orders are
O =
4 hours (Emergency in normal working hours)
1 =
By the end of the following working day (Urgent in normal working hours)
3 =
to be completed within 3 working days of order placement
7=
To be completed within 7 working days of order placement
20=
To be completed within 20 working days of order placement.
(for more detailed information on priorities see separate leaflet)
1. ASSIGNING PRIORITY TIMESCALES
The following are timescales that are set out by the government and must be adhered to
Priority 1 (1 working day)
Total loss of electrical power
Unsafe power or lighting socket, or electrical fitting
Total loss of water supply
Total or partial loss of gas supply
Blocked flue to open fire or boiler
Total or partial loss of space or water heating between 31/10 and 1/5
Blocked or leaking foul drain, soil stack or (where there is no other working toilet in the dwelling house) toilet pan.
Toilet not flushing (where there is no other working toilet in the dwelling house)
Leaking from water or heating pipe, tank or cistern
Insecure external window, door or lock
Priority 3 (3 working days)
Loose or detached banister or handrail
Rotten timber flooring or stair tread
Partial loss of water supply
Total or partial loss of space or water heating between 30/4 and 1/11
Blocked sink, bath or basin
Tap that cannot be turned
Partial loss of electrical power
Priority 7 (7 working days)
Leaking roof
Door entry phone not working
Mechanical extractor fan in internal kitchen or bathroom not working
Missing manhole cover
Priority 20 (20 working days)
Fencing
Plaster repairs
Sticking window
Brickwork
Note – The jobs identified above and any others appropriate to this priority will only be carried out if they have a health and safety implication. If they do not then they may be noted or refused as it is of critical importance that all available funds are targeted at achieving the governments Decent Homes Standard by 2010. Please raise an Inspection request if you are in doubt.
Priority O (4 hours)
There are no individual definitions for this priority. The priority is to be used where a repairs situation demands it for example elderly, disabled or vulnerable customers or where families have young babies in the households. See paragraph 8 for further information re
2. COMMON TELEPHONE NUMBERS FOR REDIRECTION INCLUDE:
Gas Central Heating Maintenance – General Housing
0800 917 9306
Gas Central Heating Maintenance – Homeless Properties
01403 254213
Fire Alarm Faults in Homeless Hostels
01483 523128
Surrey County Council – Highways
01483 517540
Pavillion Housing Association
01252 338800
Waverley BC Switchboard
0
Waverley BC Reception desk
3010
6.
EQUALITY OF SERVICE PROVISION.
Waverley Borough Council is committed to making sure that all service users are treated fairly and receive an excellent service. No one should be disadvantaged nor receive an inferior service on the grounds of their ethnic origin, race, gender, nationality, age, class, disability, sexuality or appearance. Every member of staff and elected member have a responsibility to promote equality of opportunity by not discriminating unlawfully against any person and by treating people with dignity, fairness and respect.
All staff and elected members receive training in general equality awareness. If you have not received this training then please speak to Elena Howe or Chris Slade, so that it arrangements can be made for you to attend an appropriate training course.
7.
SPECIAL NEEDS
Listed below are a number of examples where when receiving repair requests the Customer Services team member may need to be aware of a special set of circumstances:
ELDERLY – The total loss of power for the elderly tenant represents a clear danger where they are unable to see and may resort to lighting candles or may have no form of heating. In these circumstances consideration should be given to assigning an
emergency
priority rather than the standard priority for a person of a younger age. There may be an increased risk of hypothermia in wintertime where heating systems are faulty. May take longer to answer their telephone and the door.
YOUNG BABIES & CHILDREN – If a baby is in the household and there is a heating failure then a fast repair can be crucial. An
emergency
repair can be ordered in such cases.
Young children should be considered and are particularly at risk where repairs are reported which are located at a height which may be easily reached by them, for example a broken power socket outlet or a loose or missing banister or handrail. In such cases if the repair is not undertaken quickly then death or serious injury could result.
DISABILITY – As above also movement around the property may be severely restricted and greater potential for accidents. May take longer to answer telephone or answer the door. It is helpful if this information is shared with the relevant contractor or HM staff.
VULNERABILITY – Tenants who have mental ill health may require a
support worker
or a friend to be present when the contractor calls. They may be less able to cope with repair defects and the work required. If the HM Team member establishes that a customer has such difficulties then they should politely enquire if there are any special circumstances for access.
The Waverley Housing Support Service is a partnership that was originally set up with Social Services and employs two Housing Support Workers who can be of valuable assistance and support, when dealing with customers who you suspect or know have mental health problems.
Ann Jones
covers the
Western
side of the borough ( Farnham, Tilford, Frensham, Dockenfield, Churt, Hindhead, Thursley & Elstead ) and can be contacted on
01252-323359
.
Aine Wade
covers the
Eastern
side of the borough ( Ewhurst, Cranleigh, Wonersh, Alfold, Bramley, Godalming, Hascombe, Hambledon, Farncombe, Milford, Chiddingfold & Witley ) and can be contacted on
01483-894932
.
If they have had a referral and have knowledge of the customer then they may be able to advise you of any special considerations when dealing with the person. If they have not, then you can make a referral to the service by completing the forms attached
ILLNESS – In its many different forms may affect the appointment being requested i.e. a longer response time may be requested than should be offered under the established priority timescales at the choice of the customer due to their illness. It may also affect the customers' ability to hear, see or to answer the door or telephone. Details should be taken and entered onto the order and passed onto the contractor.
GENERAL ACTION – When advising a repairs contractor of special needs it is necessary to brief them about the customers situation and forewarn them of any possible problems such as communication, telephone and possible delays answering the door for access. HM Team members should take the customers vulnerabilities into account when setting the repair timescales.
SINGLE PARENTS – It is important to recognise that there are a number of circumstances that are likely to require thought for single parents. If there is a need to discuss rechargeable works then it is important to mention that we can arrange and accept a number of payment drops, rather than a one off payment.
Childcare is a very important issue and working single parents may experience difficulty in taking time off work in order to provide access for contractors. Consideration should be given to access times perhaps arranging either early or last call appointments for convenience.
If not in full time paid employment then it should not be taken for granted that the customer will always be at home. As well as domestic tasks, visits to doctors, dentists, schools, shops, Council Offices, D.H.S.S. Etc is all being undertaken by our customer. This can mean a busy lifestyle and should indicate a clear need to check to obtain both home number and mobile number or that of any family member who may be able to provide support.
CUSTOMERS FOR WHOM ENGLISH IS NOT THEIR FIRST LANGUAGE –
If the customer is with you, telephone Language line on 0845 310 9900. The operator will ask you for
1) Your ID Code
L24438
2) Your organisation name & department
Waverley Borough Council Housing Maintenance Section.
3) Your name
e.g. C. Slade
4) The language that you require – if you are unable to detect which language that your customer is speaking then
please show the customer the
language identification card.
Please advise the service of the location of the customer.
After a wait of 90 seconds you will be connected to an interpreter. Make a note of the interpreter’s identification number.
5) Advise the Interpreter what type of phone set-up you have (e.g. single handset, speaker phone, two handsets).
6) Ask the Interpreter to introduce you and them and to check if the customer is happy to talk using the interpreter or would they prefer an interpreter of a specific gender?
7) Follow this with your lead question e.g. How can I help you?
8) The interpreter will relay the information between you and your customer.
9) End your call by saying “I have all of the information I need, is there anything else you would like to ask me?”
If you are calling your customer telephone 0845 310 9900
The operator will ask you for
1) Your ID Code
L24438
2) Your organisation name & department
Waverley Borough Council Housing Maintenance Section.
3) Your name
e.g. C. Slade
The language that you require – if you are unable to detect which language that your customer is speaking then
please show the customer the
language identification card.
Please advise the service of the location of the customer.
4) Please advise the operator of the name and telephone number of your customer.
5) After a wait of 90 seconds you will be connected to an interpreter. Make a note of the interpreter’s identification number.
6) Brief the Interpreter & advise them that Language Line is setting a conference call for you and ask them to introduce you & themselves when the call is connected.
7) The operator will connect your customer and will relay information between you.
8) End the call as in step 9 above.
Further instruction wallets for Language Line can be obtained from the Personnel Section (Jenny Deaves - extension 3380).
8.
THE TENANTS CHARTER FOR THE REPAIRS AND MAINTENANCE SERVICE.
The charter was jointly developed between Waverley Officers, Members of the Waverley Tenants Panel and Contractors during April 2004 and was implemented and distributed to all tenants in December 2004???????
The charter, which is shown overleaf, sets out a number of high-level objectives which Housing Maintenance staff need to achieve.
9.
WHEN TO ENTER AN INSPECTION RATHER THAN ISSUE AN ORDER FOR REPAIR.
If after asking the appropriate questions it is still not possible to establish exactly what needs to be done or if the scope of works is potentially large in cost or size, then it may be necessary to have the job inspected before work can commence. In such a case an inspection should be raised and an appointment made on the computer system for the Area Maintenance Inspector to call out and investigate the request.
The Customer Services team member should note all of the access and job information required for a contractor order so that the inspector has sufficient details to enable an informed visit to take place.
When considering raising a job for inspection attention must be paid to the
Right to Repair timescales
that apply. If a job is defined as having the right to repair there can be no deviation from the priority timescales required.
If an inspector cannot attend within the time required then a contractor should be called to attend and the instruction tailored to enable the contractor to inspect and if necessary report back prior to carrying out the work.
10.
CONSIDERATIONS FOR OFFICERS WHEN VISITING A CUSTOMER’S HOME.
Where possible staff should always arrange an appointment for a visit to a customer’s home.
The ‘ Report It’ Register, which will alert staff to customers who may not be suitable to visit unaccompanied, should always be checked so that another workmen or officer can accompany the person responsible for visiting. There is also a manual list entitled “
LIST OF POTENTIAL AGGRESSIVE/ VIOLENT TENANTS”,
which is referred to in paragraph 2 of these notes. If there is any further doubt then reference should be made to the staff member’s line manager for advice and guidance.
Before leaving the office the staff member should make an entry onto the “Out of Office” lotus notes database. The address details of each of the calls to be made for that visit should be entered onto the screen together with an estimated date and time of return. If these plans change then the staff member should notify their line manager, so that the record can be updated. This practise is essential as it forms the basis for effective tracking of the officer who is working away from the base office. It is of prime importance that Staff and Managers are aware of the movements of visiting officers and can locate them quickly in the event of an emergency. The database system should be kept up to date in order to assist this strategy.
11.
ACTION TO TAKE IF ACCESS TO THE PROPERTY IS REFUSED BY THE CUSTOMER.
In the event that a customer is asked to give access to their property and refuses then in the first instance the CST member should try to reason with the customer and find out the reasons for the reluctance to allow access. Different approaches should be explored such as arranging for a member of the customer’s family or close friend to be present (perhaps a support worker if appropriate). If the customer is nervous about the contractors then the workman should all carry identification which can be checked with the contractor.( it is possible to tell the customer that you will contact them back on the workman’s mobile to prove that he is bona-fide.
If the job is urgent and is likely to result in damage or harm to persons or property then please refer the matter to Chris Slade or Elena Howe, who will try to assist.
If the job is not urgent then the matter should be passed to either of the officers referred to above who can write to the customer requesting access quoting paragraph 22 of the Waverley Tenancy Agreement which states that
“
You must allow Council Officers, Contractors or other authorised representatives to enter and inspect, maintain, service, repair, alter or improve your home or any of its fixtures fittings installations services or facilities (for which the Council is responsible) as required by the Council.”
When the letter is sent, a sensible date by which a reply is expected from the customer should be set. This should be set with the overall priority of the works in mind. Should no response be received then the matter should be drawn to the attention of the Housing Management section Tony Martin or the relevant Area Housing Management Officer. They should be able to liase with the customer and mediate in order to arrange access.
If this proves unsuccessful then the matter should be referred to a Senior Manager (David Simmons or Sheila Goodall) for contact with the customer and if necessary to authorise the raising of a Notice of Seeking Possession (NSP), which if served upon the customer would allow Waverley to either obtain access or ultimately repossess the property (which is very unlikely to happen).
Comms/o&s1/2006-07/018
