Swan/Axis Repair Commitments

OURREPAIRCOMMITMENTSWWW.SWAN.ORG.UK | DECEMBER 2014 | WWW.WEB4RESIDENTS.ORG.UK

The Repairs Partnership is now fiveyears old and over that time we havesignificantly improved the way wedeliver our repair service. ThePartnership has successfullyincreased performance so that now:

99.8%of repairs are completed on time and

97.1%of appointments made are kept.

Satisfaction has also increased from65% (2009) to 76% (2014).

However, we want to increase thisfurther so, over the last few months we have worked with over 40 residentslooking at how we can improve the way we do things so that we canincrease your satisfaction to over 80% by March 2016.

Here are the key issues you haveidentified and our commitment to youon how we will improve them...

You told us: It is not always clearwho is responsible for repairsWe agree that this is confusing, so the service will nowbe called Swan Repairs. Swan will work with you toagree the level of service we provide and Axis willdeliver the agreed service.

Our commitment:

1When you call the Repairs phone line the call will beanswered “Swan Repairs”.

2Make it easy for you to report a repair (see thedifferent ways on the back page).

3Whoever you speak to will take responsibility andassist you with your enquiry.

You helped us review the Repair StandardsWe have reviewed the Repair Standards that set outthe types of works Swan will carry out and those thatare your responsibility.

Our commitment:

1When reporting a repair you can ask for either thenext available appointment or an appointment thatsuits you best.

2We will continue to offer Saturday and early eveningappointments.

You told us: Supported Housingresidents don't always receivethe enhanced service we promiseWe listened and are making some changes.

Our commitment:

1Improve our systems so that the correct informationis passed to Axis and call operators know whichhomes are supported housing properties.

2We will train staff to access the information andmake sure we respond quickly.

3If we get it wrong we will apologise and get therepair resolved as quickly as possible.

You told us that we don't alwaysget it 'Right First Time'We complete, on average, 95% of all jobs on the firstvisit but sometimes additional visits are required. Youtold us that sometimes we don’t have the right partswhen we turn up and that when a further appointmentis needed, we don’t always keep you informed.

Our commitment:

1If we don’t have the right part, we will arrange a newappointment to complete the work before we leave orphone you within 24 hours to book a new appointment.

2Following each repair, we will telephone or text youto check that you are satisfied with the work. Wherefurther work is required, we will schedule a follow upappointment at a time that suits you.

3Where works require authorisation or, due to cost, aprice quote, our dedicated Aftercare Team will keepyou informed and make sure the works arecompleted quickly.

OUR REPAIRS COMMITMENTPAGES 1/2

Our Commitments

If you have a problem or a query about a repairyou can contact either Swan Repairs or Swan

Housing on 0800 783 2768 - any member of staff willbe able to help you

You told us: We don't alwaysarrive at the time we said we wouldEach year we carry out over 40,000 repairs. Last yearwe missed 598 appointments, over 250 of these arecounted because we arrived earlier than thescheduled time. Although this figure is 1.5% of all thejobs we do, we recognise that you want us to attendat the agreed time and have listened to yourfeedback.

Our commitment:

1If we have to reschedule your appointment (i.e.ordered parts did not arrive) we will give you asmuch notice as possible.

2If we are delayed due to previous jobs or traffic wewill contact you immediately and either agree toarrive later or reschedule to a more convenient day.

3If we attend and there is no answer, our office staffwill telephone you in case you did not hear the dooror you are on your way home to meet us.

4We will pay a missed appointment fee of £20 if we donot attend and fail to notify you of any of the above.

You told us: Our ImprovementProgramme needs to be moremore flexibleEach year we invest around £2.4m in ourImprovement Programme. We renew kitchens,bathrooms and central heating boilers through thisprogramme. We are committed to spending your rentmoney wisely and our approach will always be torepair before replacing. For some repairs, such askitchen cupboard doors and drawers, you told usthat this approach means you are sometimes left witha kitchen that doesn’t match.

Our commitment is:

1We will assess the repairs required, take intoaccount the age of the kitchen and when it is duefor renewal, and let you know if the decision is torepair or renew.

2Where you disagree with our decision to repair, wewill ask our Resident Inspectors to make anindependent assessment.

3Where the decision is to repair and it is possible tomatch/contrast the colour we will replace thosedoors/drawers that are affected.

4Where we cannot reasonably match or contrast thecolour we will replace all door/drawer fronts.

You told us: Communal repairsneed to be done quickerYou told us that communal repairs, either in the blockor within your neighbourhoods, are not alwayscompleted within the agreed target time.

Our commitment is:

1We will use ‘stickers’ in communal areas to showthe repair has been ordered and once it has beencompleted the ‘sticker’ will be removed.

2Staff from Swan Repairs and Swan Housing willwork together to ensure the repairs are completedwithin target and, after it has been completed,inspect the quality of the repair.

3We will continue to involve Resident Inspectors tocarry out independent assessments.

4We will work with local residents to agree anddeliver repairs and improvements to yourneighbourhood.


To enable us to improve ourservice we need you to commit to:

1Report any repairs as soon as you notice a problem.

2Let us know if you change your telephonenumber so that we can keep you up to date.

3If you have an email address let us know andtell us if you prefer to be emailed.

4Let us know if you are unable to keep anappointment so that we can use that time tocomplete someone else’s repair.

5Tell us how we've done: if we get it right, let usknow. If we get something wrong tell us andgive us a chance to put it right.

6Watch out for updates and reports on ourprogress in The Communicator.

Your Handy Guide to RepairResponsibility and Timescales

Us You Repair TimescalesCategory you will wait no

longer than...

Bathroom and Kitchen

Repair or renew bath 3 Standard 15 working days

Renew bath panel and frame support 3 Standard 15 working days

Repair or renew electric over bath shower 3 Standard 15 working days

Repair or renew shower tray, screen, or door 3 Standard 15 working days

Repair or renew shower curtain or rail 3

Repair or renew flexible shower hoses and head (excludes fixed shower heads) 3

Repair or renew kitchen sink or wash hand basin 3 Standard 15 working days

Repair or renew tap to kitchen sink, wash hand basin or bath 3

Rewasher tap to kitchen sink, bath or wash hand basin 3

Renew plug & chain to kitchen sink, wash hand basin or bath 3

Renew mastic sealant to basin, bath, shower, sink or worktop 3 Standard 15 working days

Clear blocked kitchen sink, wash hand basin, bath or shower (where you have tried to clear and problem remains) 3 Standard 15 working days

Repair or renew WC pan & cistern 3 Standard 15 working days

Repair or renew toilet seat and toilet roll holder 3

Clear blocked WC (where you have tried to clear and problem remains) 3 Immediate 4 Hours

Replace defective wall tiles 3 Standard 15 working days

Repair or renew bathroom cabinets or shaver lights 3

Cleaning and removal of mould growth 3

Repair or renew individual kitchen unit, door, drawer front and worktops 3 Standard 15 working days

Repair or renew cooker, hob or extractor hood or similar type appliances (only where fitted and maintained by Swan) 3 Standard 15 working days

Repair or renew pelmet lights to kitchen cabinets 3



longer than...

ElectricsReinstate electrics following loss of power supply to property which includes lighting or power circuits 3 Immediate 4 Hours

Repair or renew defective electrical fittings (only those fitted by Swan) or remedy minor electrical faults i.e. socket, light switch etc. 3 Standard 15 working days

Undertake electrical test after a leak 3 Emergency 24 Hours

Repair or renew immersion heater (where supplementary source to gas boiler) 3 Standard 15 working days

Repair immersion heater (where main source of hot water) 3 Emergency 24 Hours

Renew immersion heater (where main source of hot water) 3 Standard 15 working days

Repair individual electric night storage heating or convection heater 3 Emergency 24 Hours

Renew individual electric night storage heating or convection heater 3 Standard 15 working days

Repair or renew TV aerial, cable TV or Satellite TV installations (non communal) 3

Repair or renew mains wired smoke alarm or CO alarm 3 Emergency 24 Hours

Repair or renew battery operated smoke alarm or CO alarm 3

Repair or replace extractor fan (any location) 3 Standard 15 working days

Replace light bulbs, flourescent tubes, starters, appliance fuses or battery operated door bells and other sundry electrical items 3

Moving electric meter 3

Heating and Gas

Repair heating and/or hot water 3 Emergency 24 Hours

Repair or renew any single heat source (i.e. including cylinder, individual radiator, night storage heater or convector) 3 Standard 15 working days

Repair gas leak (follow up to Transco attending) 3 Immediate 4 Hours

Renew gas bayonet and cap 3 Standard 15 working days

Bleeding radiators 3

Sweeping chimneys (if used by resident as an open fire) 3

Alterations or installation of gas supply for cooking appliance 3

Moving gas meter 3


longer than...

Windows and DoorsBoard up or make safe any window or door (where police/crime reference number is provided) 3 Immediate 4 Hours

Reglaze window following board-up (unless where police/crime reference number is provided) 3

Repair or renew any item (including glass/glazing) following damage caused by the police forcing entry to the premises 3

Repair (including ease and adjust) door, window, frame, catches, hinges or locks 3 Standard 15 working days

Renew any individual window complete 3 Planned 45 working days

Replace defective lock to front or back door 3 Emergency 24 Hours

Renew front or back door complete 3 Planned 45 working days

Draughtproofing (if fitted with original window or door) 3 Standard 15 working days

Draughtproofing (if not fitted with original window) 3

Replace misted double glazed unit 3 Planned 45 working days

Repair or renew window vent 3 Standard 15 working days

Repair skylight or velux light window 3 Standard 15 working days

Renew skylight or velux light window 3 Planned 45 working days

Replace lock to front or back door (as a result of lost or stolen keys) 3

Replace lost keys 3

Oiling hinges 3

Repair or renew internal door or door handles 3

Shaving off the bottom of a door to fit over carpets 3

Additional security, such as locks, chains and spy hole 3



longer than...

Plumbing Repairs and Leaks

Repair burst pipe where you cannot stop the leak by turning off the stop cock 3 Immediate 4 Hours

Repair minor leak to hot and cold water pipe including running overflow 3 Standard 15 working days

Overhaul or renew stopcocks and gate valves 3 Standard 15 working days

Trace and remedy air locks and water hammer 3 Standard 15 working days

Repair or renew water storage tank 3 Standard 15 working days

Drainage and Guttering

Clear blocked soil vent pipe 3 Emergency 24 Hours

Clear blocked drain or manhole (where tenant has contacted Utility Company and they have confirmed the issue is not their responsibility) 3 Emergency 24 Hours

Clear blocked gulley 3 Standard 15 working days

Make safe manhole cover where missing or defective 3 Emergency 24 Hours

Renew manhole cover (following make safe) 3 Standard 15 working days

Clear blocked guttering or downpipe 3 Standard 15 working days

Repair or renew defective guttering or downpipe 3 Standard 15 working days

Repair or renew gulley surround or gulley grid 3 Standard 15 working days

Roofing

Carry out temporary repair to roof and or chimneys 3 Emergency 24 Hours

Carry out minor repair following roof leak (i.e. replacement of flashings or roof area not exceeding 1 sq meter in total) 3 Standard 15 working days

Carry out major repair following roof leak 3 Planned 45 working days

Repair fascias, soffits and bargeboards 3 Standard 15 working days

Renew fascias, soffits and bargeboards 3 Planned 45 working days

Repair defective chimney (including pointing, renewing chimney pots, flashings and soakers) 3 Planned 45 working days


longer than...

Stairs and WoodworkMake safe loose or defective stair, newel post, balustrade, balusters, handrail and strings causing potential hazard 3 Emergency 24 Hours

Repairs to timber stairs, newel posts, balustrades, balusters, hand rails and strings 3 Standard 15 working days

Repair or renew curtain rails, curtain battens and curtain hooks 3

Repair or renew skirtings, architraves, picture rails and dado rails 3 Standard 15 working days

Make safe loose or defective timber floorboards causing potential hazard 3 Emergency 24 Hours

Repair or renew timber floorboards 3 Standard 15 working days

GardensRepair or repoint brickwork 3 Planned 45 working days

Repair or relay uneven rear path and patio 3

Make safe uneven or defective front path or driveway (where installed by Swan) causing potential hazard 3 Emergency 24 Hours

Repair or relay uneven front path or driveway (where installed by Swan) 3 Planned 45 working days

Repair or renew front gate (where provided by Swan) 3 Standard 15 working days

Repair or renew gates, boundary walls and fences (where owned by Swan) where they are next to land we own, next to footpaths, public land, rights of way, garage access ways or unadopted highways. (This excludes neighbouring Swan residential properties) 3 Planned 45 working days

Repair or renew all other gates, fences and boundary walls including neighbouring Swan residential properties 3

Repairs to any form of timber decking, trellis work, pergolas or other garden features, structures, ornaments or the like 3

Repair garages, sheds, bin stores and outbuildings (where we provide them) though we may remove them if they become unsafe 3 Standard 15 working days

Renew garages, sheds, bin stores and outbuildings (where we provide them) though we may remove them if they become unsafe 3 Planned 45 working days

Repair or renew any form of clothes line including tidydrys and rotary clothes driers 3

Maintenance and upkeep of gardens, including grass cutting, pruning and weeding of borders, shrubs, hedges, ivy and trees 3

Removal of rubbish and debris 3

Repairs or renew garage doors and door locks 3 Standard 15 working days

Repair or renew of dustbins, waterbutts and other receptacle 3



longer than...

DecorationsInternal decorations to all parts of the property 3

Making good decorations following a repair (except where caused by subsidence, structual defect or water leak) 3

Making good decorations following a repair where caused by subsidence, structual defect or water leak 3 Standard 15 working days

Cleaning and removal of mould growth as a result of life style conditions 3

White Goods and FurnitureRepair or renew of any item of furniture or domestic electrical appliance (except where fitted and maintained by Swan) 3

Repair or renew of any domestic electrical item provided by Swan 3 Planned 45 working days

Repair electrical appliances fitted as part of any adaptation works (includes items such as baths and hoists) 3 Standard 15 working days

Repairs to stair lifts and through floor lifts 3 Emergency 24 Hours

Floor CoveringsRepair or renew carpets, laminated wood flooring or any other floor finish (excludes kitchen and bathroom) 3

Repair or renew vinyl floor covering to kitchen or bathroom 3 Standard 15 working days

PlasteringMinor cracks to plastered walls and ceilings (excludes structural cracks) 3

Plaster repairs to walls and ceilings 3 Standard 15 working days

Repairs to artex 3 Standard 15 working days

Repair or renew plaster coving 3 Standard 15 working days

Renew plasterboard ceiling or plaster to entire plaster wall 3 Standard 15 working days

Removal of polystyrene ceiling tiles and coving 3

AsbestosInvestigate possible asbestos requiring test 3 Standard 15 working days

Removal of asbestos 3 Standard 15 working days

Pest ControlInfestation of ants, wasps, bees, fleas, mice, maggots, rats, cockroaches, birds nests and squirrels, or any other form of pest infestation 3


longer than...

Communal RepairsRepair burst pipe 3 Immediate 4 Hours

Repair gas leak (follow up to Transco attending) 3 Immediate 4 Hours

Repair works to remedy sewage overflowing 3 Immediate 4 Hours

Clear blocked soil vent pipe 3 Emergency 24 Hours

Clear blocked drain or manhole (where tenant has contacted Utility Company and they have confirmed the issue is not their responsibility) 3 Emergency 24 Hours

Clear blocked gulley 3 Standard 15 working days

Make safe manhole cover where missing or defective 3 Emergency 24 Hours

Renew manhole cover (following make safe) 3 Standard 15 working days

Clear blocked guttering or downpipe 3 Standard 15 working days

Repair or renew defective guttering or downpipe 3 Standard 15 working days

Repair or renew gulley surround or gulley grid 3 Standard 15 working days

Reinstate electrics following loss of power supply to common parts which includes lighting or power circuits 3 Immediate 4 Hours

Repair or renew any electrical fitting 3 Standard 15 working days

Attend to person trapped in lift 3 Immediate 4 Hours

Non-operation of lift including lift lighting 3 Standard 15 working days

Loss of water supply (except where the result of interruption by the utilities) 3 Emergency 24 Hours

Attend and make safe to communal floor coverings (causing trip hazard) 3 Emergency 24 Hours

Repairs to communal floor coverings (non-hazardous) 3 Standard 15 working days

Repairs to fire safety equipment system and installation 3 Emergency 24 Hours

Repair or renew defective parts to TV aerial systems 3 Standard 15 working days

Repair or renew parts of laundry equipment 3 Standard 15 working days

Attend to rectify fault to Door Entry System where preventing access 3 Immediate 4 Hours

Repair door entry (access available, but system inoperable) 3 Standard 15 working days

Door entry - fob replacement (Unless system fault) 3

Repair or renew parts to CCTV system 3 Standard 15 working days

Repair or renew parts to washing line/drying facilities 3 Standard 15 working days

Repairs to bin stores and bin chutes 3 Standard 15 working days

Any non-essential repairs not listed above 3 Standard 15 working days

You can now report a repair by

What we need from you

Text message

To report a repairvia text messagesend a message to07477 959 235.Don't forget toinclude your name,address and briefdetails of what'swrong and thelocation of yourrepair in yourmessage.

Phone

0800 783 2768 or 020 3597 2067 from a mobile

Email

[email protected]

Online

https://my.swan.org.uk/

1Name

4What’s wrong and location of repair

3Telephonenumberor email

2Address

Swan/Axis Repair Commitments

Documents

swan repairs

repair service

repairs commitmentpages

repairs partnership

dont alwaysget

dont alwaysarrive

repair standardswe

repairs phone line