Responsive Repairs Policy

1. Purpose

1.1 This policy sets out our approach to managing our responsive repairs within our housing stock.

1.2 We will have regard to this policy statement when making decisions, to ensure fair and consistent decision making.

2. Who does this affect?

2.1 This policy applies to customers renting a home owned or managed by the mhs group, including market rent, Foyers, garages, social, sheltered housing and properties we manage on behalf of other providers. It does not include commercial properties. We will work in partnership with Medway Council on a fair assessment of customer needs and the provision of Disabled Facilities Grants

2.2 The term ‘we’ and ‘our’ relates to all concerned unless otherwise stated.

3. Legislation and Regulation

3.1 We will repair and maintain homes in line with best practice and legislation. This includes (but not limited to) the following:

• Tenancy Agreement

• Housing Act 2004-including the Housing Health and Safety Rating System (HHSRS)

• Environmental Protection Act 1990

• Landlord and Tenant Act 1985

• Defective Premises Act 1972

• Health & Safety at Work Act etc 1974

• Management of Health & Safety at Work Regulations 1999

• Building Regulations

• Equality Act 2010

• Modern Slavery Act 2015

• Homes (Fitness for Human Habitation) Act 2018

• Hazards in Social Housing (Prescribed Requirements) (England) Regulations 2025

• Social Housing (Regulation) Act 2023

4. Existing Aims and Objectives to the Policy

4.1 This policy gives detailed descriptions of the repairs that as the landlord we are responsible for and what the customer is responsible for. In some cases discretion and judgement calls will be made by mhs homes staff with approval from an appropriate manager.

4.2 We define a ‘responsive repair’ as unplanned work which is reported by our customers about their homes or comes from damage or ‘wear and tear’ to a communal area. It rectifies and a makes good a component, installation or part of an mhs property for which we have responsibility.

It is sometimes called a ‘reactive repair’. This repair may be derived from staff referrals. This includes repairs required to remove or prevent HHSRS hazards and repairs required under Awaab’s Law.

4.3 The repair service is delivered using a combination of direct labour operatives and contractors.

4.4 The aims of this policy are to:

• Meet our customer’s expectations

• Provide a reliable, accessible service

• Consistently deliver high quality work

• Meet Health & Safety Standards

• Meet our legal and contractual obligations

• Deliver value for money

• Involve Customers and learn from feedback

4.5 We define our repair priorities as follows:

An emergency repair is something that will either cause serious damage to your home or put our customers in danger. We'll attend within 24 hours.

An urgent repair is a repair that could have the potential to cause harm to our customers, or damage a home or building if if's left. We attend an urgent repair within 5 working days.

A standard repair is a non-urgent repair that would not cause harm or risk of damage to your home or building. We attend standard repairs within 20 working days.

A Planned Repair/Major Repair is attended to in 60 days. These will include brand new installations, complete renewals of whole rooms or components ranging from fencing runs, doors, major roofing etc. It may also cover specialist works where we need to seek out new contractors to help repair specific issues.

A Non-urgent Repair Customer scheduled - is attended to in 90 days.

Managers have the discretion to move routine repairs to a Planned/Major Repair based on the above or when repairs costs are over £10,000 or affect Mutiple properties.

5. Responsibilities

5.1 We will take responsibility for repairing and maintaining customers’ homes. However, there are some things in their homes that we expect our customers to look after themselves and be responsible for the condition and repair.

5.2 Customers will be expected to cover the cost of repairing these items, so it is important that they know what their responsibility is.

5.3 We may recharge Customers for the cost to repair damage or repairs that are the Customers responsibility. If this is the case, we will follow our Recharge Policy.

5.4 We are responsible for the structure of the home, communal areas and fixture and fittings we have provided.

5.5 Customers will need to look after any fixtures and fittings they install, garden areas that aren’t communal, internal decoration and electrical appliances.

Responsibility checklist

6. Equality Statement

6.1 This policy applies to customers of all the tenures listed in section 2 of this policy.

6.2 mhs homes wants to make sure that no person receives less favourable treatment from the organisation on the grounds of age, disability, gender reassignment, marriage, civil partnership, pregnancy, religion or belief, race, sex, or sexual orientation.

6.3 mhs homes recognises it must comply with the statutory duties imposed by the Equality Act 2010, including the Public Sector Equality Duty, having due regard to the need to:

• Eliminate unlawful discrimination, harassment and victimisation and other detrimental conduct.

• Advance equality of opportunity between people who share a protected characteristic and those who do not; and

• Foster good relations between people who share a protected characteristic and those who do not.

6.4 mhs homes will only share information that meets the requirements of the Data Protection Act 2018 and the UK GDPR. Confidentiality and impartiality will be always exercised by mhs homes.

6.5 We welcome suggestions and comments from people who use or provide our services. We believe that this can provide some important lessons to help us ensure that the service is improved for everyone.

6.6 This policy will be reviewed in three years’ time or earlier if required by legislation, new significant guidance or in response to specific incidents.