Repairs & Maintenance
The Maintenance Service is one of the most important services that we provide. RFHA
will continue to improve this service to give the best possible value for money.
RFHA is committed to providing a service that is both efficient and meets the needs
of our customers.
We use only local contractors, the majority of which are small independent companies,
which we find beneficial to our residents and the company relating to the cost implications
of using large companies to complete our repair work.
RFHA have achieved the Decent Homes Standard by 2010. This is a government benchmark
to ensure that all housing meets a certain standard. We are well on the way to meeting
this criteria and are aiming to exceed the standard set.
How do I Report a Repair?
Any repairs that are needed to the property or to any communal areas must be reported
promptly. This is a requirement of your Tenancy Agreement.
If a repair is not reported and damage is caused to the property as a result, RFHA
will hold the resident responsible for the cost of any further repairs which need
to be undertaken.
Repairs can be reported by telephoning 01933 411400, writing to us, calling into
our offices or e-mailing us at repairs@rfha.org.uk or online
When a repair is reported, please give the following information:
* the name of the resident & the address;
* a contact telephone number;
* arrangements for access to the property where necessary;
* the nature of the repair.
Repairs Categories
Day to day repairs will be prioritised into 1 of the following categories:
Priority Number Priority Description Time Period
Priority 1 Emergency within 12 hours
Priority 2 Urgent within 5 days
Priority 3 Routine within 21 days
When you report your repair you will be notified in which priority category your
repair is classed. A works order will be raised and this will be confirmed in writing
within 48 hours by sending out a repair satisfaction questionnaire which we ask
our residents to return with any comments as this will assist in repair service
improvements.
Major Repairs
Annually, RFHA invest a large percentage of the budget into improving the properties
with modern facilities and ensuring that the major structural elements are in a
safe working condition.
In 2009 RFHA commissioned a 100% Stock Condition Survey which assessed the current
condition of the housing stock. The information was vital in prioritising future
works and RFHA already has robust systems in place to ensure that the main component
parts of your property are replaced or repaired on a cyclical time scale.
Details below highlight some areas covered by the major repairs programmes:
* Kitchens;
* Bathrooms;
* Replacement of Central Heating Systems;
* Boiler Replacement;
* Cyclical External Decoration;
* Windows;
* Doors.
In addition to these works RFHA is assisting in affordable warmth for customers
through initiatives such as cavity wall and loft insulation. 2006 saw the implementation
of alternative energy sources such as solar water heating.
If you have any questions about the major repairs please phone the Customer Support
Team on 01933 411400.
Who Is Responsible For This Repair?
Most repairs are RFHA's responsibility, but some repairs and maintenance work will
be the responsibility of the resident.
The information set out below gives details on both the resident's and our responsibilities.
If you have any queries on any of these matters, please contact the Maintenance
Team or the Customer Support Team who will be able to assist you.
Please note that if the repair occurred due to accidental or non-accidental damage
by the resident or by a member of their household or a guest, then it is the resident's
responsibility to pay to put it right. If damage is caused during a domestic incident
RFHA is not responsible for any damage caused, such as broken windows, damage to
doors or lock changes, etc.
We have agreed to do the following:
We will carry out the following repairs to the internal and external structure of
your home:
1. Drains, gutters and external pipes;
2. The roof;
3. External walls and external doors, window sills, sash cords and window frames;
4. Internal walls, floors and ceilings, doors, doorframes, skirting boards and plasterwork;
5. Chimneys, chimney stacks and flues - but not chimney sweeping;
6. Pathways, steps or other means of access to your home;
7. Integral garages and integral stores;
8. Boundaries that are our responsibility;
9. Gulley gratings;
10. Repairs to ensure that your home is secure.
We will carry out the following repairs to the installations in your home:
1. Basins, sinks, baths and toilets (but not toilet seats);
2. Taps and washers;
3. Flushing systems and waste pipes;
4. Electrical wiring including sockets and switches (but not aerials);
5. Gas pipes and water pipes;
6. Water heaters and any fitted fires or central heating installations fitted by
RFHA;
7. External door furniture;
8. Window furniture.
We will carry out repairs to the following communal areas:
1. Communal entrances;
2. Hall;
3. Stairways;
4. Passageways;
5. Any other communal areas, including lighting.
Our Residents Have Agreed To Do The Following:
The following repairs are the resident's responsibility:
1. Any damage caused to the property and the fixtures and fittings by the resident,
any member of their household or any visitors, whether on purpose, through misuse,
neglect or by mistake;
2. Glass, broken by any action or neglect by the resident, any member of their household
or any visitors, whether accidental or non accidental. Please be aware that if glass
is broken through any criminal act you will need to provide a police incident number
when the office is contacted;
3. All internal decorations;
4. Replacement of door keys;
5. Replacement of bulbs (except in communal areas), fuses (except the main fuse),
plugs for basins and other sanitary ware, toilet seats, clothes dryers / washing
lines and internal door furniture;
6. Blockages to bath, sink and toilet waste pipes, kitchen waste pipes and gullies.
Repairs for which we may charge the resident:
In some cases we may have to carry out repairs that should be the responsibility
of the resident in order to safeguard our property or to provide essential services.
In these cases we will recharge the resident for the cost of this work. The following
are examples of such repairs:
1. Replacement of keys;
2. Replacement of bathroom and kitchen fittings following damage, accidental or
non-accidental;
3. Nailing through pipes or cables when laying carpets or hanging pictures;
4. Broken windows;
5. Replacement of damaged or removed internal doors.
Please note that RFHA is not responsible for TV aerials and residents will be held
responsible for any costs involved if their TV aerial falls down and causes damage
to the roof of the property or an adjoining property.
A copy of our Maintenance
Advice leaflet is available.