Principles

The key principles adopted by Housing 21 in setting and implementing this Responsive Repairs Policy include:

• Housing 21’s properties will meet or exceed the Government’s Decent Home Standard and will fulfil relevant health and safety requirements.
• We will maintain our properties in good repair and suitable to the needs of the older people who live in them.
• We will create clear and reasonable expectations for residents on the proper maintenance and upkeep of the property they occupy.
• We will provide a high quality and responsive repairs service, aiming to resolve issues first time and within reasonable timescales.
• We will provide a cost-effective responsive repairs service and demonstrate value for money in our decision making and procurement activities.
• We will prioritise, measure and report residents’ satisfaction with our responsive repairs service and pursue opportunities to continually improve this based on feedback from our residents.
• We will develop and review this Responsive Repairs Policy in collaboration with residents.
• Complaints regarding the responsive repairs policy or handling of repairs, including disrepair will be managed in accordance with Housing 21’s Complaints Policy.