Director housing, assistant director of repairs, resident and building safety, head of repairs
This group are accountable for the facilitation, implementation, and adherence to the repairs policy, including the allocation of sufficient resources and funds.
They will delegate the responsibility for implementation of the policy as appropriate.
Customer service centre
The customer service centre will confirm responsibility for the repair and eligibility of the tenant for any repair requested. For information, any repairs requests for visits to the home to diagnose repairs or for discretionary repairs requests will be referred to the repairs team to arrange a visit to the home within 14 working days of the request.
They record the issues reported and the impact on the customer before raising a single works order which will be assigned to the relevant external contractor or the inhouse maintenance team.
Repairs client team
The client team will pre-assess works before they are issued to a contractor in cases where the issue reported is of a technical or structural nature, or where previous works has not resulted in a sustainable solution and the issue has re occurred.
The client team will carry out quality assessments of works undertaken by the external contractors and the inhouse maintenance team as they are being done and once they are completed. See the pre and post assessment guidance.
In-house maintenance and contractor staff (our Direct Labour Organisation)
In-house maintenance and contractor staff will carry out the works as assigned to agreed standards of workmanship to ensure the issue is resolved.
Other council housing officers
All officers shall make themselves familiar with the key repairs policies and processes and their role in implementing them.