Repairs Policy

This policy is the overarching guide to repairs and planned maintenance in our properties and associated areas, and clearly sets out the services and standards our customers can expect.

This policy relates to properties owned and managed by North Tyneside Council, including leasehold properties where NTC own the freehold.
The policy does not cover homes within our North Tyneside Living Schemes, they are maintained through a separate contractual agreement.
We will ensure that our repairs and planned maintenance service reflect the following principles:
• Ensure tenants are safe in their homes.
• Provide value for money.
• Safeguard the future of homes in the borough.
• Support investment in our housing estates and homes.
• Protect the environment, support carbon reduction and addressing fuel poverty.
• Support our tenants, especially those that are vulnerable.
• Provide easy to access, up to date information on the status of repairs.

2.1 Our service commitment

We will:
• Effectively manage the repairs and planned maintenance service for our tenants and leaseholders.
• Ensure our tenants and leaseholders live in homes that are safe, well maintained, high quality and free from harm or danger.
• Treat all our tenants and leaseholders with respect and courtesy.
• Comply with legislation.
• Monitor our performance to identify trends and use evidence to continue to improve our service offer and delivery.

2.2 Our tenant and leaseholder commitment

We expect:
• Compliance with the Tenancy Agreement relating to repairs and maintenance. This includes reporting repairs in a timely manner. Failure to report repairs is a breach of the Tenancy Agreement.
• Appointments to be kept and rearranged if required.
• To be able to carry out required works, including communal areas, without obstruction or service refusal.
• A responsible person to be present for any appointment. This may not be necessary for external works; this will be confirmed prior to work going ahead.
• Pets to be in a part of the home not requiring any works.
• To be notified and updated of anyone within the home that has a disability or requires additional support to ensure we can provide the best possible service.
• Our employees and contractors to be treated with respect. We have a zero-tolerance approach to abuse towards any employee or contractor. We will take reasonable steps to protect our employees from behaviour deemed threatening, aggressive, or abusive, as required.