Responsive repairs
5.1 Landlord responsibilities
A responsive repair is a repair carried out by the Service at the request of the tenant to repair damage to an item within their home or part of the structure of their home.
The council is responsible for the maintenance, repair and replacement of the structure and common parts of its properties, as set out in the Tenant Repairs Handbook. This is in accordance with relevant legislation and regulatory compliance.
5.2 Tenant responsibilities
- Reporting repairs to the council in a timely manner.
- The general upkeep, maintenance, repair, and replacement of certain minor items within the home, as set out in Appendix One.
- Informing the Service if they are unable to keep an appointment.
- Allow access to their home for any work including assessments such as a stock condition survey, a property inspection, or periodic electric inspection and testing to be carried out.
- To keep their garden tidy and free from rubbish and debris. Grass or lawns must be cut and in good condition and hedges must be clipped and kept to a maximum of 1.8m (6ft) at the back of the property and 1.2m (four feet) at the front of the property.
5.3 Reporting repairs
All repairs can be reported by calling 0345 2000 102. Our phone lines are available 24 hours a day, 7 days a week. Tenants are also able to report all repairs via email to Repairs@northtyneside.gov.uk Between the hours of 6pm and 8am and on Bank Holidays and weekends, we are only able to accept, raise and respond to emergency appointments.
Before reporting a repair, tenants are encouraged to self-help wherever possible. To aid in this, we have developed and published a suite of self-help videos. These can be found on the council’s website.
If the tenant is unable to self-help, then we will offer an appointment for the required repair in accordance with our priority response times.
5.4 Priority repair times
Our priority response times have been agreed with involved tenants. The Service will allocate an appointment and attend in line with the following priorities:
- P0: Emergency out of hours repair time 2 hours
- P1: target response time 24 hours
- P2: target response time 3 working days
- P3: target response time 7 working days
- P4: target response time 30 working days
- P5: target response time 45 working days.
5.5 Appointments
We are committed to carrying out repairs in a timely manner and in accordance with our target response times.
To help us achieve this, we will agree an appointment date and time with the tenant when a non-emergency repair is reported to us. The following appointment windows are available:
- ALL DAY: between 8am and 4pm
- AM: between 8am and 12noon
- PM: between 12noon and 4pm
- School Run: between 10am and 2pm (these appointments will be prioritised for households with school age children).
Households are eligible for a prioritised service when, living in the property there is:
- A child under the age of 12 months.
- Anyone with a disability or a long-term health condition specifically effected by colder weather which would be exacerbated by no heating or hot water.
Regular updates will be provided to the tenant on the progress of their repair, including any cancellation or delay.
For external repairs, an appointment may not be required, but the tenant will be informed of the target response date. However, if the tenant requires an appointment for an external repair, they can request one.
5.6 Emergency call out and out of hours
The out of hours service is available:
- 6pm – 7:30am Monday – Thursday.
- 6pm Friday – 7:30am Monday.
- Full day on a bank holiday.
The out of hours service runs 365 days a year and will:
- Attend emergency jobs within 2 hours.
- Make safe the situation and repair where possible.
- Arrange a follow up appointment where the repair is not possible.
If the reported repair does not require out of hours attendance, a job will be raised within priority response times.
5.7 Access to property
When we attend for an appointment but are unable to gain access to complete the repair, attempts will be made to contact the tenant to inform them that we are at their home. If there is no reply and/or we can’t access the property, a ‘Sorry we missed you’ card will be left which sets out the next steps for completing the repair.
It is the responsibility of the tenant to contact the Service to rearrange an appointment.
If the repair relates to moisture related issues, a periodic inspection, a disrepair issue, or any other repair which could jeopardise the safety of our tenants or property, and we are unable to gain access we will book a new appointment and inform the tenant of this. If there is no response after we have made three attempts, the Housing Management Team will be notified for them to attempt contact with the tenant. Two attempts will be made and if there has been no successful contact, then in some circumstances, court proceedings may be used for access to be granted. The tenant will be liable for any costs, including court costs, incurred as a result.
5.8 Right to Repair
The Secure Tenants of Local Authorities (Right to Repair) Regulations SI. 1994 No 133, sets out that qualifying repairs should be completed within mandated timescales.
Appendix Two details this information.
5.9 Chargeable costs
The Tenancy Agreement sets out that all tenants must ensure that they or anyone living with them or visiting their home, must not misuse, damage, vandalise or remove any part of the property, neighbouring property, or shared area. If such damage occurs and requires a repair, the tenant will be charged for the related repairs.
Our Chargeable Policy covers when a charge may be applied to a tenant or leaseholder in more detail.
5.10 Gas repairs
Three priorities are used for gas repair jobs.
- Priority 1 is a 24-hour response job or a fast-track repair job, such as no central heating or hot water in a tenant’s home. If the tenant reports an issue on a Friday, we may attend over the weekend.
- Priority 3 is used for commission and test. This is carried out prior to a new tenancy starting, as the boiler has been disconnected from the gas as part of the empty homes process.
- Priority 4 is used for routine appointments.
- There is no priority 2.
5.11 Level access showers
If the council lets a property with a level access shower in place, it is to remain at the property. A level access shower will only be replaced with a bath where there is a specific medical need, as assessed by an Occupational Therapist.
If a property has a bath installed, but the tenant requires a level access shower for a specific medical need, this will only be installed as per an Occupational Health assessment and recommendation.
5.12 Electric showers
The Service is responsible for maintaining and repairing electric showers that it supplied and installed.
Where the tenant would like to fit their own shower, they need to follow the North Tyneside Council (NTC) fixtures and fitting procedure.
Where a tenant has chosen to fit a shower attachment to hot and cold water taps on a bath, they should ensure that tiling is to a sufficient height to prevent any water spillage. Failure to do so may result in damage to the property, requiring repair. Such repairs may be chargeable.
5.13 Fires
In a continued commitment to reducing carbon emissions, we aim to phase out the use of solid fuel fires, open flue appliances, gas fires, gas wall heaters and electric fires within our housing stock, ensuring the existing heating system, and radiators meet required standards.
Where fires are a secondary heat source and considered to be a decorative feature within a room, we are responsible for the electric supply up to the fire. Any repairs or renewal will be the responsibility of the tenant.
If a tenant considers that the fire is no longer required, we will, in consultation and agreement with them remove the existing fire, this may include the hearth and/or surround. The area will be boarded up and made safe, and a decoration voucher will be provided to the tenant.
5.14 Minor works
On occasion, the Service may identify the need to carry out more extensive repair works that require more detailed planning or multiple appointments to complete. In such events, we will take a more planned approach to undertaking responsive repairs, ensuring that works are arranged to meet the needs of the tenant and the service.
5.15 Storm doors
A storm door is a type of door which is installed in addition to the main access door, normally at the rear or side of the property. It protects from harsh weather conditions.
Storm doors will be removed by the Service if they are in poor condition when a property is vacant. If the storm door is in good condition, it will be left in place and will become the tenant’s responsibility to maintain and repair.
5.16 Gardens
Maintenance of the garden is the responsibility of the tenant. This includes all grassed, paved and concrete areas, shrubs and planting. Ongoing upkeep of the garden and surrounding area is the tenant’s responsibility as set out in the Tenancy Agreement.
5.17 Garden paths
The main path to the front and rear of property including one (1) metre around the property perimeter will be the council’s responsibility to maintain. All other paved areas within the land area of the property will be the responsibility of the tenant.
5.18 Fencing
Fencing repairs are carried out by the Service. They will be repaired or replaced like for like to the existing fence or in line with our specification.
Shared boundary fences with a private property are the responsibility of the private owner to repair and/or renew.
5.19 Sheds and outhouses
Sheds will not typically require planning permission before construction but, there are certain limits and conditions that need to be considered so a tenant will be advised to speak to their Housing Management Team.
If a new tenant moves to a property where a shed is already constructed, they will be given the option to either retain the shed on the understanding that it becomes their responsibility to maintain or alternatively they can request that it is demolished.
An outhouse is not considered to be a habitable space. Outhouses are to be used for storage only and, as such, repairs will only be provided to the structure of the outhouse and not to ensure that the space is habitable.
5.20 Driveways
A driveway to a property must have a drop kerb access for it to be used as a driveway.
Any driveway that the Service has responsibility for, will be maintained.
Driveways and hardstands that have been installed via a fixtures and fittings application are the responsibility of the tenant to repair and maintain.
5.21 Drainage
The Service is responsible for maintaining the structure and exterior of the property, keeping it in good repair including drains, gutters, and external pipes. All drainage blockages within the boundary of the property to be reported to the council in the first instance. All other drainage issues to be reported to Northumbrian Water.
The Service is not responsible for carrying out drainage or irrigation works to any attached gardens. However, if excess water in the garden is affecting or causing damage to the property, we will carry out work to remedy this.
Should works be required to fences, gullies or drainage etc and access is prevented by shrubs, bushes or trees, the tenant is required to prune or remove the shrubs, bushes, or trees to allow access as required.
5.22 Post Inspections
The Service will undertake a number of post repair inspections to ensure that the quality of repairs completed on our properties are of a high standard and that our preferred contractors are providing us with a value for money service.