Responsive Repairs Policy
Policy Owner: Executive Director of Property Services
Accountable Lead: Director of Reactive Repairs
Policy Level - Operational
Policy Reference - CS/R&AM/010/2013
Link to Strategy - Great Properties and Places Operational Plan
Version Control
V1 – May 2013: New Curo policy
V2 – Sept 2014: minor changes
V3 – Jan 2016: policy review. Changes include inclusion of damp principles.
V4 – Sept 2019 minor changes. Job titles, document references and team names updated.
V5 – Sept 2022 minor changes. Job titles, document references and team names updated.
Effective from: Sept 2022
Effective until: Sept 2025
Approved by - Executive Director Property Services August 2022
Consultation - Customer focus group and service improvement panels
Equality analysis - Incorporated in the Repairs and Maintenance EIA – January 2011
Next review date - Sept 2025
Policy Statement
Curo is committed to providing a quality repairs service. We aim to deliver a 'right first time' responsive repairs service where repairs are completed to a high standard and where customers are satisfied with the service and are safe in their homes. In doing so, we will also meet both our statutory, legal and regulatory obligations and ensure that the decisions we make represent value for money.
The Policy outlines Curo’sapproach to: Delivering a high-quality repairs service efficiently and effectively to maintain the housing stock.
The Policy applies to:
Curo Reactive Repair Colleagues
All Colleagues Involved in the Raising, Scheduling and the Completion of Responsive Repairs.
Curo Reactive Repairs covers Responsive Repairs & Specialist Repairs across our housing stock of approximately 13,000 properties. We serve both internal and external customers and strive for customer excellence.
Responsive Repairs delivers all services via internal means, i.e. DLO (Direct Labour Organisation).
Specialist Repairs delivers services through external contracts, i.e. via subcontractors.
1. Scope
1.1 This policy applies to all properties and communal areas which Curo owns and rents, and to any other properties where Curo has a contractual obligation to repair and maintain.
1.2 The policy does not cover void work, aids and adaptations, defects, gas or safety servicing. It does not cover the planned replacement of components.
2. Responsibilities
2.1 Curo’s Executive Director of Property Services is responsible for approving the policy.
2.2 The Executive Director of Property Services has overall accountability for the policy and its related procedures.
2.3 The Director of Reactive Repairs is responsible for the delivery of all aspects of the Reactive Repairs service.
2.4 The Reactive Repairs Manager and Repairs Team Leaders are responsible for the effective implementation of those procedures.
2.5 The Customer Contact Team are responsible for customer contact, appointment making and scheduling. The Customer Resolution Team is accountable for complaint handling.
2.6 Reactive Repairs colleagues are responsible for delivering reactive repairs service in line with this policy. They also have a duty to ensure they work in accordance with current Health & Safety legislation to ensure the safety of both customers and themselves.
2.7 Sub-contractors employed by Curo Reactive Repairs service must adhere to Curo’s Code of Conduct when carrying out repairs.
3. Definitions
3.1 Reactive repairs are the day to day repairs that are required to keep the structure, exterior and the internal components of Curo’s homes in good condition, and to keep those property safe, healthy, affordable and warm (SHAW).
3.2 Communal internal and external areas are also covered by this policy.
4. Principles
4.1 Our principles in carrying out reactive repairs works are that we should:
4.2 Ensure that the service is easily accessible through a range of communication channels by customers at all appropriate times.
4.3 Meet our legal, regulatory and contractual obligations.
4.4 Keep our homes safe, healthy, affordable and warm (SHAW).
4.5 Investigate symptoms (such as damp) thoroughly by inspection, ensuring that customers are informed of progress and outcomes.
4.6 Carry out repairs at a time to suit our customers wherever possible.
4.7 Aim to complete the repair right first time.
4.8 Always have a customer focus in our policy and procedures.
4.9 Achieve value for money, and complete works within budget.
4.10 Have regard to the environmental impact of what we do.
4.11 Involve customers in deciding how the service is delivered.
4.12 Consider customer satisfaction and advocacy as key measures in assessing the quality of the repairs service.
4.13 Aim to meet the highest standard in the delivery of the service.
5. Application
5.1 Our literature, website and social media provide advice to residents about responsibilities for repairs in plain English and, if required, in alternative formats.
5.2 Arrangements for reporting repairs are clear and straightforward, meet the needs of all customers, and are included in our literature and our website.
5.3 We provide a variety of ways of way of reporting both emergency and non-emergency repairs (including out of office hours) and this is publicised.
5.4 Our damp, mould and condensation procedures ensure that we investigate the causes thoroughly. Using a systematic approach we determine the cause and remedy; where the remedy require either major works, or action by the customer, we will provide information and support.).
5.5 Sub-contracting of work is procured transparently, through a panel of contractors covering all our needs, who will sign up to the principles set out in this policy. The process for selecting and monitoring contractors involved customer, and feedback from those who have had repairs carried out.
5.6 The procurement process, and its monitoring, will also ensure that we receive value for money in providing repairs services.
5.7 We will publicise our Customer Commitment, which sets out which repairs we are responsible for and the timescales involved, and which repairs customers are responsible for.
5.8 We have clear procedures, linked to our definitions of repairing responsibilities, for the circumstances in which we may re-charge residents for carrying out works for which we are not responsible.
5.9 We have a code of conduct for our own colleagues and for contractors to support them in the way that they deal with customers.
6. Procedures
6.1 The following procedures support this policy and ensure its implementation.
• Our Reactive Repairs procedures
• Contract Repairs guide
• Our Out of hours contract
• Our Damp and Mould Policy
• The Curo Code of Conduct
• Standard Tenancy Agreements and other occupancy agreements
• Our published service standards
• Our Health and Safety policy
• Our Procurement policies and procedures
• Our Customer Commitment
7. Consultation and monitoring
7.1 Customer input was sought in the development of this policy (Voicebox, focus groups) as set out in the Customer Engagement Strategy.
7.2 Internal stakeholders were also consulted.
7.3 Feedback from customers is reported to PSLT, ASG and the Board.
7.4 Contractors’ performance is monitored by the management team and is reviewed regularly with individual contractors.
8. Equalities Impact Assessment
8.1 Incorporated in the Repairs and Maintenance EIA Jan 2011, reviewed in August 2022.