Responsive Repairs Policy

Housing 21 is committed to maintaining our properties to a high level and we acknowledge that the delivery of a high quality, cost-effective and safe repairs service is a priority for our residents. This Responsive Repairs Policy sets out roles and responsibilities with regards to responsive repairs and maintenance and explains what our residents can expect from us.

The policy fulfils the relevant terms set out in Tenancy and Leasehold Agreements with our residents and ensures our compliance with relevant statutory responsibilities, including the Regulator of Social Housing’s Home Standard.

This document should be read in conjunction with the following documents:

The Residents’ Handbook: A document which is provided to all residents to ensure they can get the most out of living in a Housing 21 property and designed to cover all frequently asked questions.

The repairs FAQ s that gives Scheme Managers guidance on how to order and process a repair on our housing management system as well as how to add or to delete a contractor on our housing management system.

The Repairs Handbook:  An internal toolkit for Scheme Managers which sets out the key procedures and considerations for the effective management of responsive repairs.