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Blackpool Coastal Housing Ltd
Progress House
Clifton Road
Blackpool
FY4 4US
T 01253 477900
Email:
enquiries@bch.co.uk
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Blackpool Coastal Housing
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Service Standards
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Repairs & Maintenance
Service Standards
Service Standards
Customer Care
Housing Management
Repairs & Maintenance
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Contact Us
The Customer Care Team
Blackpool Coastal Housing
The Stadium
Seasiders Way
Blackpool
FY1 6JY
01253 651950
enquiries@bch.co.uk
Property Services
The Property Services team are committed to providing a high quality repairs and maintenance service. We have developed our commitment to quality, which sets out what standard you should expect from our staff and representatives whern visiting your home.
· We will ensure that all staff and representatives introduce themselves and wear identification badges at all times.
· Explain why they are there and what it is they are going to do.
· Act in a responsible manner, refrain from smoking, using bad language, playing radios.
· We will clear up after a repair.
· We will keep the property secure at all times.
· We will keep material and tools safe to avoid danger to the occupants and visitors
· We will reconnect and test services such as water, electric and gas upon finishing the work.
· We will clear away any rubbish that has arisen during the course of the works.
· We will leave your decoration as close as possible to how it was before the repair was done. However, if redecoration is necessary we will offer a decoration allowance towards the cost of the work.
· We will comply with Health and Safety legislation and relevant codes of practice.
· Where major works commences we will agree the extent of removal of carpets, furniture etc and agree their condition.
Empty Homes Standard
Blackpool Coastal Housing have consulted with customers to develop a high standard which all empty properties must meet prior to being let.
The Empty Homes service standards reflect our commitment to ensuring all empty homes are safe and secure, contain fixtures and fittings in good working order and are clean and tidy at the point of letting.
Prior to re-letting empty properties the following internal works will be completed:
· All electric, water and smoke detection systems will be safe and in good working order.
· All gas supplies will be capped off and made safe when a property is empty – gas supplies will be reinstated and all appliances tested and approved as safe and in good working order.
· All locks will be replaced and the old locks recycled where possible.
· Empty homes will be free from dampness and mould.
· Vents will be clear allowing free flow of air.
· Any roof space will be clear and existing fire breaks intact.
· Ceilings and walls will not have any major defects.
· Bathroom sanitary ware will be safe and fit for purpose.
· Replacement sanitary ware will be modern.
· All toilet seats and shower curtains will be new.
· Any high level cisterns will be replaced with low modern ones.
· Kitchen fixtures will be safe and in good working order.
· Internal woodwork including doors and architraves and skirting boards will be correctly fitted and complete. This also includes handles, hinges and catches etc.
· Staircases and handrails will be safe and secure.
· Every kitchen will contain at least a single drainer unit, double base unit and worktop, double wall unit or pantry and an electric cooker point. Some homes will contain both a gas and electric cooker point.
· Floors will be safe and secure with no major defects.
· Kitchens and bathrooms will be painted where necessary and decoration vouchers will be issued subject to other rooms requiring decorating.
· Safety chains and door viewers will be fitted wherever possible.
· A safety visit by Lancashire Fire and Rescue Service will be arranged for all new tenants and smoke detectors fitted where required.
Cleaning standards in empty homes:
· Any cobwebs, drawing pins, sticky tape etc. will be removed
· Electric sockets, switches and fittings will be clean.
· Windows and tiles will be clean.
· Woodwork including all doors, door frames, architraves and skirting boards will be clean.
· Storage cupboards will be swept and mopped.
· Stairs and steps will be swept clean.
· Floors will be swept and mopped with all marks removed when possible.
· Kitchen units, work surfaces, cupboards, drawers and sinks will be thoroughly cleaned inside and out.
· Bathroom fittings including toilet, sink, bath and taps will be cleaned removing any lime scale.
· Any new sanitary ware will have paper, stickers and polythene removed
· Radiators and heaters will be clean.
· Rooms will be de-odorised and air fresheners left in the bathroom and kitchen.
Work outside empty homesAny urgent work will be completed whilst the property is empty any other work will be planned and carried out within 28 days
· The structure of walls, roofs, canopies and outhouses will be safe and watertight including pointing and rendering.
· Gutters and rainwater goods will be in good working order.
· Doors and windows will be secure and function correctly.
· External handrails and steps will be safe.
· Drainage systems and inspection chambers will be safe and accessible with all grids in place.
· Walls will be free from graffiti.
· Existing boundary fences, hedges, walls and gates will be safe.
· Overgrown bushes will be cut back.
· Pathways will be weeded and swept.
· Grassed areas will be kept under 150mm.
· Gardens will be cleared of rubbish and will be safe for use.
Responsive Repairs
Blackpool Coastal Housing places great importance on the quality of service we provide to all our customers.
The Responsive Repairs service standards reflect customers demand for choice and flexibility through the development of an appointment system, which spans early evening and Saturday morning visits. Quality of service is very important to us and shall be measured through post inspection of completed repairs and satisfaction surveys.
· We will attend to emergency repairs within 24 hours. For emergency repairs of a serious nature we will attend within 2 hours.
· We will attend urgent repairs within 3 to 7 working days.
· We will attend non-urgent repairs within 28 working days.
· We will offer an appointment for morning or afternoon for urgent and non- urgent repairs.
· We will offer appointments between the hours of 8.00am to 6.00pm Monday to Friday and 8.00am to 12.00 noon on Saturdays.
· We will offer an appointment for morning or afternoon for a pre-inspection.
· We will ensure quality through detailed ‘risk-based’ quality-control procedures.
· We will measure satisfaction for all response repairs.
· We will confirm repairs appointment details in writing.
· We will send a text message reminder for a repairs appointment when a mobile telephone number has been provided.
· We will provide an emergency service 24 hours a day, 365 days a year.
· If we cancel a repair appointment we will notify you and explain the reasons why.
Gas Servicing
As a responsible landlord, Blackpool Council has a legal duty to carry out an annual gas safety check in your home. Blackpool Coastal Housing will arrange for this on the Council’s behalf. We are obliged to do this so that we comply with the Gas Safety (Installation and Use) Regulations 1998.
The Gas Servicing service standards reflect our commitment to choice by offering customers an appointment service and the opportunity to have any opening flue appliance serviced, even if it is the customers own appliance.
· We will notify you in writing at least 1 week before your annual service is due.
· We will carry out an annual gas safety check on your property inclusive of a full service to your gas appliances.
· We will service ‘tenants own’ open-flue gas appliances (gas fires etc) free of charge.
· We will provide you with a 24 hour automated appointment facility for booking your annual service.
· We will offer a morning or afternoon appointment.
· We will offer evening and Saturday morning appointments.
· We will ensure quality through detailed ‘risk-based’ quality-control procedures.
· We will ensure a quality service through pro-active action and scrutiny of satisfaction surveys.
Capital Improvement Programme
Certain types of work such as window replacement and major heating and electrical works may be grouped together and delivered as part of a planned capital improvement programme.
The Capital Improvement service standards reflect our commitment to keeping customers informed throughout the duration of the improvement programme and to measure satisfaction with works as part of our commitment to continuous improvement.
· We will notify you either in writing, or by personal visit prior to the work commencing on your home.
· We will offer choices and consult with all tenants and leaseholders prior to major works commencing and discuss health and accessibility issues.
· We will provide you with daytime and out of hours telephone contact numbers.
· We will contact you at the end of the scheme and ask your views on how satisfied you are with the work and measure satisfaction.
· We will publish details of improvement work in Viewpoints and on the website.
· We will make every effort to carry out the work at a time convenient to you with the minimum amount of disruption.
· We will provide a comfort zone/respite area where appropriate to the scheme.
· We will issue a Decent Homes booklet detailing the work to be undertaken and contact details of the Tenant Liaison Officer.
· Work will be carried out in a safe manner, with consideration for both employee’s and the public to achieve zero accidents.
· We will consult with leaseholders and provide an indication of the cost of the work.
Cyclical Works
Blackpool Coastal Housing is committed to maintaining and improving your home to a high standard. The cyclical programme has been devised to ensure improvement and investment works are timed and tailored to maximise value for money and minimise disruption and inconvenience to customers.
The Cyclical Works service standards reflect our commitment to maintaining and improving your home and to taking into account customers specific or special needs prior to commencing programmed works.
· We will carry out a 6 yearly Paint & Repair programme.
· We will inspect the exterior of your home every 6 years as a part of an external check.
· We will carry out a stock condition survey including energy audits every 5 years.
· We will offer choices and consult with all tenants and leaseholders prior to major works commencing and discuss health and accessibility issues.
· We will publish details of improvement work in Viewpoints and on the website.
Insurance Claims
Blackpool Coastal Housing is committed to ensuring any insurance claims against Blackpool Council/Blackpool Coastal Housing are processed without delay and shall take all reasonable steps to ensure such claims are dealt with quickly and effectively.
· We will acknowledge all insurance claims within 10 working days of receipt.
Disabled Adaptations
Blackpool Coastal Housing shall work with Social Services, the Primary Care Trust and Occupational Therapy to ensure all adaptations are completed upon receipt of relevant referrals.
· We will contact the tenant for minor works to arrange a home visit within 25 working days of receiving all necessary information from the Occupational Therapist and for major works within 10 working days following a removal from the waiting list.
· We will contact the tenant for priority cases to arrange a home visit within 5 working days of receiving all necessary information from the Occupational Therapist.
· We will arrange a joint visit with the Occupational Therapist within 10 working days of receiving all necessary information for minor works and for major works within 10 working days following removal from the waiting list.
· We will arrange for intercoms and ramps to be completed within 10 working days of the work being ordered and the installation of level access showers and door-widening schemes shall be completed within 30 working days of the work being ordered.
· We will arrange where a priority has been requested, minor adaptations including intercom and ramp installations will be completed in 5 working days after the work has been ordered and in 10 working days for level access shower and door widening works.
Page last modified on 13 October 2008
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