Maintenance Services Policy – September 2022

Lead Officer: Russ Edwards, Operations Manager

Version 7.0

Purpose/Changes Health check

Approval Date 08/09/2022

Approved By CV

Suggested Review Date September 2025

Version 6.0 – Purpose/Changes Health check – Approval Date December 2018 – Approved By HoST Suggested Review Date December 2021

Version 5.0 – Purpose/Changes Health Check – Approval Date November 2015 Approved By HoST – Suggested Review Date November 2018

1.1 In fulfilling our role as a Registered Social Landlord (RSL), we recognise that meeting our customers’ expectations of a high standard of service delivery is essential.We are committed to ensure our homes are well maintained and safe places where our customers can be proud to live.

1.2 It is our responsibility to protect the value of our housing stock to ensure service standard requirements are met.

1.3 We will deliver excellent customer service which provides value for money.

2.1 All maintenance work carried out on all Ongo Homes (OH) housing stock. All Empty Homes, planned and responsive maintenance.

2.2 This policy does not include Gas Servicing or any compliance related servicing or repairs.

  • Manage the repairs and maintenance to the homes of our tenants effectively and efficiently
  • Make sure residents live in a safe and secure environment
  • Provide an effective, efficient, Value for Money (VFM) maintenance service

4.1 Provide information to our customers that is clear and timely that defines what they can expect from our Maintenance Service.

4.2 Operate a customer driven appointment system

4.2.1 Appointments will be offered to customers for the work they are requesting. The appointment given will be based on the repairs priorities (see Appendix 1).

4.2.2 The customer will remain the ultimate determining factor when making an appointment and we will always take into account the individuals needs or circumstances, where possible. The customer will also be able to book their appointments through the ‘My Home app & also be able to choose their appointment date.

4.3 Strive for “Right First Time” Repairs

4.3.1 Our customers are at the heart of the business and the service focuses on completing repairs during the first visit to the property, thus ensuring minimal disruption to the customer and the provision of an effective and efficient service.

4.3.2 We will use both our in-house maintenance team and external contractors through a procurement framework to meet the needs of the customer, whilst also ensuring that VFM and service standards are met.

4.4 Operate within the statutory requirements of the Right to Compensation for Improvements Scheme and the Right to Repair Scheme where appropriate – see our Compensation Policy point 2.2 for information and guidance.

4.5 Charge for any repairs required to the property caused by willful actions or as a result of neglect and cannot be classed as fair wear and tear, in accordance with the Recharge Policy.

4.6 Let our homes only when they meet our Lettable Standard, developed in consultation with our customers. It sets out the minimum requirements for health, hygiene and safety of a property before it is to be relet.

5.1 It is the responsibility of the Head of Maintenance to ensure this policy is implemented.

5.2 It is the responsibility of the Operational Manager within the Maintenance Team to ensure:

  • All colleagues affected by this policy are aware of it
  • All colleagues are trained relevant to their role
  • Monitoring records are collected in accordance with this policy
  • Customers are able to access the policy

5.3 We will measure our performance using a suite of indicators, along with operational management information that will give us the assurance that our processes are working efficiently.

5.4 Reports will be submitted to the OH Board and Maintenance Panel on the attainment of standards in line with this policy. Where performance does not meet expectations, remedial action will be taken by the Operations Manager.

5.5 We will consider and learn from all comments, complaints and compliments received from our customers and use information from Digital Surveys and the Triage Team on a monthly basis to continuously monitor and improve the service where possible.

6.1 Training will be provided to all new starters within the relevant teams, and refresher training will be identified at PDR’s and by the Health and Safety team and a suite of E-learning programs will be provided by the People and Culture team.

  • Be a great landlord
  • Offer quality homes
  • Value for Money Strategy
  • Gas Safety Policy
  • Operational Gas Servicing Procedures
  • Equality, Diversity and Inclusion Policy
  • Aids and Adaptations policy
  • Health & Safety Policy
  • Recharge Policy
  • Compensation Policy
  • Lettable Standard

7.1 Link to Legislation

  • Landlord & Tenant Act 1985
  • Health & Safety at Work Act 1974
  • The Housing Acts 1985 & 1996 & 2004
  • Commonhold & Leasehold Reform Act 2002
  • Defective Premises Act 1972
  • Environmental Protection Act 1990
  • Equality Act 2010
  • Right to Repair Regulations 1994
  • Building Regulations
  • Tenant Involvement & Empowerment Standards
  • Control of Asbestos Regulations 2012
  • Control of Substances Hazardous to Health (COSHH) Regulations 2002

8.1 This policy will be reviewed every three years unless there are any significant changes to legislation or regulation or deficiencies are found that necessitate an earlier review.

The prioritisation of repairs is an essential criterion to meet the needs of our customers and ensure the provision of an effective, efficient and Value for Money repairs service. Repairs Priorities are set out clearly to determine the timescales for the completion of the work requested. OH will also work to achieve efficiency and Value for Money by providing a process for works to be carried out on a planned and cyclical basis, thus utilising resources fully.

• Same Day Priority – these repairs will be carried out the same day as the customer requests the repair, these repairs consist of emergency works that be of a significant detriment to the customer or their home

• Next Day Priority – these repairs are ones which are of an urgent nature but do not fall into the same day priority in terms of customer and/or property detriment

• Appointment – these repairs will be offered to the customer as an appointment based on customer requirements and the availability of resources to attend the appointment

• These categories offer emergency repairs to tenants either on the SAME day, or the NEXT day. These will be diagnosed with vulnerabilities in mind and call handlers will be given the discretion to move jobs within priorities to suit the circumstances. All other jobs will be appointed


  • Total loss of electricity
  • Unsafe electrical fittings
  • Gas leaks (following report to emergency service provider)
  • Total loss of gas supply
  • Total loss of heating or hot water
  • Total loss of water supply
  • Leaking water or heating pipe, tank, cistern or toilet – Where leak cannot be controlled by isolation or other means.
  • Insecure window, external door or external lock
  • Dangerous structures – such as chimneys or loose roof tiles
  • Defective Smoke Alarm
  • Total loss of Communal Lighting
  • Toilet not flushing (where there is no other working toilet in dwelling)
  • Gain Access (Tenant locked out) Including Communal Doors.
  • Make safe loose or detached banister or handrail for stairs
  • Make safe defective floorboards or stair treads


  • Partial loss of electricity
  • Partial loss of gas supply
  • Partial loss of heating or hot water
  • Partial loss of water supply
  • Faulty staircase or corridor lighting in blocks of flats or sheltered accommodation
  • Actionable defects, such as trip hazards, falling tiles or collapsing ceilings.*
  • Faulty Shower (where only means of bathing)
  • Blocked or leaking sewer, soil stack or toilet


  • Total or partial loss of heating and hot water (1 April to 30 September)
  • Carry out repair to loose or(detached) banister or handrail
  • Repair defective floorboards or stair treads
  • Blocked sink, bath or basin
  • Leaking water or heating pipe, tank, cistern or toilet – Where leak can be controlled by isolation or other means.
  • Tap which cannot be turned on or off
  • Holes in a roof where rain is coming in or roof tiles have come off in a storm
  • Overflows Running
  • Electrical fittings not working but are not a danger to health
  • Door entry phone not working
  • Glass in windows and doors (after being made safe as an emergency repair)
  • Taps dripping
  • Description Priority Broken Chimney Pots
  • Renew collapsed ceiling
  • Replacement of cracked wash hand basins or toilets that are not leaking
  • Repairs to gutters and rainwater pipes
  • Easing or re hanging internal or external doors
  • Weather boards
  • Easing windows
  • Repairs to kitchen units
  • Repair or renewal of floor coverings
  • Replacement of parts to solid fuel fire APPT Renew / Refix Skirting Boards
  • Electrical Fan in kitchen or bathroom not working
  • Reseal around bath or shower

*Actionable Defect is a repair that requires immediate action because of Health & Safety implications and /or damage to property.