1
Repairs policy
V1.13
Objectives
Bolton at Home will maintain the properties and assets it owns and manages in good
condition and gain value for money for our customers.
We will:
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Comply with the law and all relevant codes of practice relating to the repair
and maintenance of buildings, land, fixtures, fittings and any equipment or
appliances supplied for use by its residents. The current list of codes can be
found on our website.
Look to get the best value for money through getting repairs right first time
where possible, prudent purchasing and carrying out renewals of some
components under planned programmes.
Deliver a quality repairs and maintenance service with high levels of
customer care and satisfaction.
Consider the needs of our customers whilst carrying out repairs and
maintenance.
Recognise the diversity of communities and ensure that all procedures and
practices are fair, equitable and culturally sensitive.
This policy relates to tenants. Leaseholders should check the terms in their lease for
information on their repairing responsibilities.
Repairing responsibilities
Bolton at Home and the tenant have a joint responsibility to work together to maintain
the property. Tenants must follow the conditions set out in their tenancy agreement and
handbook relating to the upkeep of the property and gardens. These documents are on
our website.
Bolton at Home is responsible for the main structure of the property including:
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Foundations
External walls to properties
External doors and door frames
Window frames
Roofs
Gutters and rainwater pipes
Drainage
Water services within the boundary of the property
Electrical fittings installed by the landlord
Gas services internal to the property and installed appliances owned by Bolton
at Home
Central heating and hot water systems
External decoration of the building
Flagged paths, from front gate to front door and up to one row of flags around
the perimeter of the property and steps to property.
Fences (where installed by Bolton at Home on programmes since April 2009)
Communal areas (e.g. lifts, stairs, bin storage and drying areas etc)
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Hard-standing driveways where installed by Bolton at Home. The Local
Authority Highways department maintain dropped kerbs and pavements.
Repair and maintenance of disabled adaptations installed by Bolton at Home.
Tenants are responsible for any damage over and above normal wear and tear as well as
the internal decoration and tenants’ own fixtures and fittings. Tenants must also:
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Report any repairs immediately to Bolton at Home. Delays in reporting repairs
can result in damage to the property. This includes reporting repairs to
communal areas.
Allow access to Bolton at Home’s identified employees, agents and contractors
at all reasonable times or in an emergency to carry out repairs and gas
servicing to the property or adjoining property.
Maintain the interior of the property as well as gardens and pathways in good
clean order.
Carry out minor repairs e.g. replacing sink plugs, tightening screws. See
Appendix 1 for tenant-responsible repairs.
Replace or reset fuses, trip switches and light bulbs.
Reinstate broken glazing
Replace lost keys and new locks to the correct specification as this may affect
home insurance.
Clear blockages in waste pipes, gullies and toilets caused by lack of care (e.g.
fat, nappies and other non-disposable items etc.)
Maintain fixtures and fittings such as curtain rails, and any other that belongs
to or has been installed by them.
Take all reasonable precautions to protect the property from damage by fire,
frost or water damage.
Not to store flammable materials or gases other than may be reasonably
required for domestic use.
Leave the property and grounds empty, clear and clean when they vacate it at
the end of the tenancy or the cost of Bolton at Home doing this will be
recharged.
Keep common areas clean and tidy
Make arrangements for furniture etc to be cleared where necessary to allow
repairs.
Bolton at Home may refuse to carry out a repair if the customer is abusive or aggressive
or if the property is unhygienic.
Appendix 1 outlines whose responsibility it is for common repairs and the priority it will
get.
Bolton at Home will signpost where possible to other sources of assistance where tenants
are responsible, for example training and information that might be available.
Bolton at Home’s timescales and priorities
When a tenant reports a repair, it will be assigned a priority according to how urgent it
is.
Bolton at Home’s timescales are:
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Extreme Emergency – 2 hours. This is for ‘life and limb’ emergencies such as
a flooded property or if wiring is causing electric shocks. If a gas leak is
suspected, the tenant must contact the National Gas Emergency number
immediately.
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Emergency – 12 hours. Risk to property or welfare. Examples are no
electricity or water, no working toilet in the property, no form of heating or
hot water between 31st October and 1st May.
For extreme emergencies and emergencies, if we can fix the problem then we
will but we may need to make the problem safe and then return to complete
the repair.
Urgent – within 7 calendar days. Examples are a loose tap, faulty gas fire or
leaking water pipe. Jobs that require a faster response such as no central
heating but alternative heating available, partial loss of electric or water
supply or a tap that cannot be turned will be dealt with within 3 working days.
See Appendix C for a sample list of 3 day repairs.
Routine repairs – within 21 calendar days. Repairs that do not pose an
immediate risk e.g. pointing, broken guttering, roof repairs with no leak.
Planned Repairs and Maintenance programme work– this is work of a nonurgent nature that is not a responsive repair. It usually involves the
replacement of items (such as a bath), external brickwork or plastering.
Bolton at Home will contact the tenant before the work takes place, to let
them know when it will happen. If there are no plans for the work to be done,
Bolton At Home will keep a record of this so it can be planned for the future
and let the customer know.
Damp and condensation issues will be dealt with under the Damp and Condensation
Policy.
Tenants will be recharged if they give false information about their repair, this includes:
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Misrepresenting or exaggerating the urgency or severity of the repair
Providing false information
Wilful damage of the property in order to register a repair
or if they do not allow Bolton at Home access to their property to undertake reported
repairs and essential services at reasonable hours.
Special circumstances
If there is a special circumstance that makes a repair more urgent and the tenant makes
Bolton at Home aware of it, Bolton at Home has the discretion to increase the priority.
Bolton at Home will recharge for a repair where false or misleading information is given.
See section Rechargeable Repairs.
Planned programmes
If a tenant makes a request which is of a low priority such as a discoloured bathroom
suite or a front door which is faded, we may put the request as a suggestion for a future
planned programme.
We may not be able to give a timescale for this when the tenant first contacts us, but we
will let them know before the work begins.
If a tenant makes a request which is referred to our planned programme and the
condition of the item deteriorates, they should contact Bolton at Home so that an
assessment can be made as to whether a repair is needed in the meantime.
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Out of Hours service
Outside our main hours we will only respond to extreme emergency and emergency
repairs. Please see Appendix B for our current operating hours. If we can fix the problem
then we will but we may need to make the problem safe and then return within our
normal hours to complete the repair. We will supply temporary heating if required in the
event of heating failure.
If the repair can wait until normal working hours, then it will be dealt with then.
Gas servicing and maintenance
Bolton at Home are legally obliged to carry out an annual gas safety check of appliances
and pipes in our occupied properties. It is mandatory for tenants to give our operatives
access to the property to carry out this check and not doing so may result in legal action
being taken and associated costs being incurred by the tenant.
See our Gas Safety Policy for further information
Empty Properties
All Bolton at Home properties will be clear of rubbish, safe to live in and clean when they
are let to a new tenant.
Rechargeable repairs
A rechargeable repair is any repair resulting from damage caused by accident,
negligence, misuse or criminal damage by the tenant, member of the tenant’s
household, pets or visitors to the property that cannot be attributed to normal ‘wear and
tear’ through the duration of a tenancy.
This also includes:
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any repairs or renewals resulting from any unauthorised or unacceptable
alterations or redecoration carried out by the tenant, members of the tenant’s
household or any person given instructions by the tenant or members of the
tenant’s household.
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Replacement of glass in windows and doors as a result of neglect or damage
(including accidental damage).
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Any repairs not resulting from ‘fair wear and tear’.
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Removal of tenants’ fixtures (including internal locks).
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Disinfestations.
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Rubbish removal/property clearances including gardens and lofts.
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Reinstating removed fireplaces and heating appliances.
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Replacement of lost keys, forced entry and repairs resulting from forced entry
when keys are lost.
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When the tenant, member of the tenants’ household, or visitors to the property
reports a repair which is false, exaggerated or misrepresented e.g. claiming an
emergency when it is not.
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When the fault is because an electrical fuse has blown or from damage caused by
tenants to the circuit, or a fault with the tenant’s own appliances.
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Where access to the property is denied and we have to gain access by force for
example in order to carry out gas servicing.
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Access to the property not being available or granted at the agreed appointed
time.
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Costs associated with taking action for rechargeable repairs.
If the property is damaged by the Police, we will recharge the tenant if a warrant is
executed by the Police at the property.
If damage is caused by criminal damage, the tenant should obtain a crime reference
number and this will be taken into consideration if this can be presented. Bolton at Home
reserve the right to verify crime reference numbers.
We will consider in each case whether or not we will charge for the repair, considering
the circumstances.
Where we do charge, the tenant will be charged for the full cost of the repair plus VAT
(current tenants) and administration costs. An invoice will be sent to the tenant for the
full amount owing but arrangements for payment can be made where individual
circumstances will be taken into account.
Legal action may be taken for non-payment of recharges or where the tenant does not
allow access for the work to be carried out.
Tenants can carry out rechargeable repairs at their own expense by employing a
competent or appropriately qualified and insured person to carry out the repair. Bolton
at Home will inspect any work to ensure it complies with our current standards. If it fails
to meet our current guidelines then Bolton at Home reserves the right to recharge for
any remedial work required.
Our Tenant Insurance Scheme provides cover against some rechargeable repairs.
Compensation and Redress
See our Compensation and Redress Policy
Disrepair
Under our legal obligations we will abide by the disrepair protocol in any action
commenced against Bolton at Home for disrepair.
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Appendix A
Repair
Responsibility
BaH
Comments
Dealt with
as an
emergency?
Tenant
Baths and basins –
damaged or loose
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Rechargeable work unless
fair wear and tear.
Only if no
form of
bathing
available
Baths and basins –
discoloured,
blemished or not
matching
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Planned programme work.
No
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Blocked gully or grid
Carpentry
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Chains and plugs
Chimneys
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Communal areas
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Decoration to
building (external)
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Disabled
adaptations
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Where
installed
by
Bolton
Rechargeable work unless
fair wear and tear.
No
On basins, sinks and baths.
No
No, unless
urgent health
and safety
risk
Planned programme work
unless Health and Safety
issue or BAH door entry
system.
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Decoration
(internal)
No
Except when damage is
caused by a structural defect.
The tenant may be issued
with vouchers towards the
cost of materials.
No
Planned programme work.
No
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at
Home
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Domestic appliances
e.g. fridges,
washing machines
(including fitting)
Any tenant-installed
appliances should be fitted
and maintained by a qualified
person.
No
Furnished tenancy equipment
repairs should be directed to
the provider.
Doors and frames
(external)
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Doors (internal)
Door frames
(internal)
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Door locks
Double glazing –
failed units
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Drainage
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Driveways
Electrical repairs
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If
installed
by BAH
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Only door, letterbox and
handles. Does not include
other door furniture or
numbers.
No unless
insecure
Rechargeable unless fair
wear and tear.
No
Rechargeable unless fair
wear and tear.
No
Except communal doors and
fair wear to external door
locks.
No
Living room windows will be
replaced. All others will be
put onto a planned
programme.
No
No, unless
urgent health
and safety
risk
If
installed
by
tenant
or
previous
tenants
Tenants should check fuses
and bulbs before reporting a
repair.
No – unless
total loss of
power,
unsafe power
or lighting, or
unsafe
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electrical
fitting
Faulty taps
Fences, walls and
Gates
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If
installed
by BAH
since
2009
Fixtures and Fittings
Floor boards
Tenant should turn off water
supply if possible if tap is
stuck on full.
No unless tap
cannot be
turned
If
installed
by
tenant
or by
BAH
prior to
2009
For fencing installed by the
tenant or prior to 2009, BH
will remove fencing, gates
and walls where there is a
health and safety risk or
repair if this is a smaller
repair than removing it.
No, unless
urgent health
and safety
risk
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Such as coat hooks, curtain
rails etc.
No
Non-emergency repair unless
health and safety issue.
No
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Tenants are responsible for
oiling gates, easing etc and
keeping fencing and gates in
good order.
Floor coverings
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Including adapting door to
accommodate carpets.
No
Garden
maintenance
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Unless communal garden
areas.
No
Tenant-installed fires must
have permission before being
installed and be maintained
at the tenant’s responsibility
and cost. Bolton at Home will
brick up the fireplace and
supply wiring for an electric
fire where a gas fire is
beyond repair.
Blocked flues
and other
health and
safety issues
Unless a crime reference
number is obtained from the
Police we will make secure
only and will recharge the
tenant.
Emergency
repair if
unsecure (to
board up)
Gas fires
Glazing (broken
glass)
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Gutters
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Gutter cleaning is done on a
cyclical programme.
No, unless
urgent health
and safety
risk.
Heating
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Including storage heaters,
solid fuel and fitted electric
fires.
Yes if total
loss of
heating
between 31st
October and
-1st May and
no
alternative
heating.
Hot water heaters
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Kitchens
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BH will repair if there is fair
wear and tear.
No
Light fittings
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Except light bulbs, fuses,
fluorescent tubes, starters
and tenant-installed fittings.
No
Including repairs resulting
from forced entry if tenant is
locked out. Fobs will be
recharged.
Will attend
for lock out
but
rechargeable.
If no other
form of
bathing.
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Loss of keys or fobs
Oven hoods
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Where installed by Bolton at
Home.
Plastering
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Large areas of plastering
may be dealt with under
planned programmes.
Tenants would be expected
to fill small holes and cracks
as needed for decorating
purposes.
Roof
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Sheds and Garages
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No, unless
urgent health
and safety
risk
No, unless
urgent health
and safety
risk
Only if the shed or garage
provided by Bolton at Home.
No
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Unattached outhouses are
tenant responsibility.
Shower not working
If fitted
by BAH
If no other
form of
appropriate
bathing
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Shower rail, toilet
roll holder, towel
rail, sink plugs and
chains, toilet seats.
Smoke alarm
If fitted
by
tenant
If fitted
by BAH
No
Tenants are responsible for
changing the batteries in
battery-operated smoke
alarms.
If faulty
Path from front gate
to entrance and one
flag around the
perimeter, steps
and ramps installed
by Bolton at Home
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Any other path or patio etc
not installed by Bolton At
Home is the tenant’s
responsibility. We will inspect
and repair defects to paths
as defined in the repair
policy, in line with Bolton
MBC’s Highways Inspectors
Code of Practice.
Toilet
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Tenant should try to unblock
the toilet themselves first.
Blockages caused by nondisposable items or tenant
misuse will be recharged.
If toilet not
usable and
no
alternative
Unless communal.
No
Tenant should try to unblock
the waste themselves first.
Blockages caused by nondisposable items or tenant
misuse will be recharged.
If blocked
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TV Aerial
Waste pipes
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Window frames and
fittings
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No
If unsecure
or stuck
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Appendix B – Current operating hours
Tenants can report a repair by telephone between 8am and 6pm Monday to Friday and
on Saturdays from 9am to 4pm. Outside these hours, they can report emergency
repairs. They can report a non-emergency repair online at any time. Please see the
Bolton at Home website for details of how to report a repair.
We carry out most non-emergency repairs between 8am and 4:30pm on Mondays and
8am to 3:30pm Tuesday to Fridays but offer evening appointments up to 8:30pm for
some repairs. Emergency repairs only will be carried out outside these hours.
Appendix C – 3 day repairs
Partial loss of electric power
Partial loss of water supply
No heating or hot water and no alternatives (1 May to 30 October)
Blocked sink, bath or basin
Tap cannot be turned
Loose or detached banister or hand rail
Rotten timber flooring or stair tread