Author/s
Ratified by forum & date
Implementation date
Review date
Head of Housing Management
Customer Committee April 2011
April 2011
April 2012
Repairs Service Standard Page 1 of 3

The responsive repairs service is provided to maintain your home and any communal areas in a reasonable condition. These repairs are carried out where there has been fair wear and tear through reasonable use of your home or the communal areas. The responsibilities for responsive repairs are set out in the Tenancy Handbook.
This service standard is linked to the Customer Services Service Standard.
Our Commitments – Working with our contractors, we will: o provide a 24-hour repairs reporting service; o respond to emergency repairs within 2 hours, and make the problem safe within
24 hours, if the repair cannot be completed; o offer you an appointment for non-emergency repairs – these appointments will be for Monday to Friday, 8.30 am to 1.00 pm or 12 noon to 5.00 pm; o send the right person to do the job. If we cannot work out what needs to be done, we will make an appointment with you to inspect and order the repair within two working days of our visit; o keep to an agreed appointments. If this is not possible, let you know in advance, tell you why and agree a new time with you; o show formal identification before entering your home; o fix the problem on the first visit. If this is not possible, let you know why, what will be done next and agree a time with you for the repair to be completed; o if the customer or another responsible adult was not at home, leave ‘no access cards’ to confirm attendance to an agreed appointment; o ask you to complete a satisfaction form; o use the information you have provided to us to tailor the service to your needs; o carry out inspections while works are taking place or after they are completed; o handle complaints in line with CHS’ Complaints Policy and Compensation Policy, as appropriate; o report the performance of the responsive repairs service quarterly to Customer
Committee and in the Customer Newsletter
Our Targets o Overall customer satisfaction with the repair – less than 3% unacceptable; o Respond to emergency repairs within 2 hours and make safe within 24 hours –
100%; o Keep to the agreed appointments or advise customers in advance of nonattendance – 100%; o Confirmation of the works to be carried out following an inspection to be sent out within two working days of the visit – 100%; o Fix first time – 75%; o Show formal identification before entering your home – 100%; o Number of recalls ie when the contractor is called back to complete a job – less than 10%; o Number of formal complaints (as set out in CHS’ Complaints Policy) – less than
3%.
Your responsibilities
Repairs Service Standard Page 2 of 3

o Report repairs to our Customer Services Team via our main number 0300 111
3555; via e-mail to repairs.line@chsgroup.org.uk
; via our website – www.chsgroup.org.uk; or by post to Endurance House, Chivers Way, Histon,
Cambridge, CB24 9ZR; o Keep your home in good order, keeping it clean and decorated to a reasonable standard; o Make sure you know which minor repairs are your responsibility – as detailed in section 6 of the Tenancy Handbook; o Make sure a responsible adult is at home to allow access for the contractor at the agreed appointment time. If it is an emergency repair, make sure the contractor can access your home when they arrive; o If you are unable to make an agreed appointment, contact CHS or the contractor to re-arrange as soon as possible; o Not allow access to operatives who do not show formal identification; o Provide feedback on the whole service you have received.
Repairs Service Standard Page 3 of 3