managing empty homes service standard
Post on 28-Mar-2016
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Carrying Out Repairs to Your Home
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Our 2020 Vision: The Road to Renewal is a focus on
positive change that transforms our communities
to mend “broken Britain”. Since March 2000 we
have been building a team of people who, daily
inspired in their work, seek consistently to give
excellent service to our customers. This energises
our residents, business partners and the wider
community and helps us all find a sense of purpose,
hope and fulfilment. As we change, transformation
occurs and a brighter future becomes reality.
Carrying Out Repairs to Your Home What Can You Expect From Luminus?
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Customer Service• Whenyoureportarepair,ourstaffwilldeal withyouinacourteous,friendlyand professionalmanner• Ourstaffwillfindoutifthereareany vulnerablepeoplelivinginyourhousehold sothatadditionalassistancecanbe providedincertainsituations.We consideryoungchildren,olderpeopleand peoplewithaseriousillnessordisabilityto bevulnerable• Whenourstaffandcontractorsworkingon behalfofLuminusvisityourhometheywill makesureyou,yourhomeandyour possessionsaretreatedinarespectful andprofessionalway• Luminusemployeesandcontractors workingonourbehalfwillshowyouan identificationcardwhentheyvisityour home
Carrying Out Repairs to Your Home
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Reporting your repairs during office hoursYoucanreportarepairinthefollowingways:
• CallintoBrookHouse,OuseWalk, Huntingdon• TelephoneourServiceCentreon 01480428333• Sendanemailtorepairs@luminus.org.uk (non-emergencyrepairsonly)Ourofficesareopenfrom9amto5pmMondaytoThursdayandfrom9amto4.30pmonFridays,exceptforBankHolidaysandduringtheChristmasbreak.
Reporting your repairs out of office hoursWhenourofficesareclosedyoucancontactouremergencyrepairsserviceon02075409820.Thisservicewillarrangerepairswhichcannotwaituntilourofficeshavere-opened.Whenyoureportarepairtoourout-of-hoursserviceyouwillbeadvisedwhetherthetypeofrepairyouarereportingwillbecarriedoutasanemergency.
When will we carry out your repair?Thetimescaleforyourrepairworkwilldependonwhetheryourrepairisanemergencyrepair,anurgentrepairoraroutinerepair.Somenon-urgentrepairswillbeaddedtoourexistingplanned
Carrying Out Repairs to Your Home What Can You Expect From Luminus?
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maintenanceprogrammeandotherswillbecarriedoutasparta‘mini-planned’programme,alongwithotherrepairsofthattype.
EmergencyrepairsWewillattendtoemergencyrepairswithin24hours.Ourprioritywillbetomakeasituationsafeandsecure.Oncewehavedonethiswemayorderafullrepaironalessurgenttimescale.Whenthisisthecaseyouwillbenotifiedofthedetailsandthetimescalefortheadditionalrepair.
Whereyourheatinghasfailedandweareunabletocarryoutafullrepaironthefirstvisitwewillprovidetemporaryheatersduringthewintermonths.(FromOctobertoApril).Wewillprovideheatersalltheyearroundtovulnerablehouseholds.Wewillpaycompensationatafixedrateof£2perdaytowardsthecostofrunningatemporaryheater.
UrgentrepairsWewillattendurgentrepairswithinfiveworkingdays
RoutinerepairsWewillattendroutinerepairswithin20workingdays
Carrying Out Repairs to Your Home
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‘Mini-Planned’workWewillcarryoutthisworkwithinthreemonths.Bycarryingoutsometypesofrepairsasplannedworkswecanwaituntilseveraljobofthesametypeneedtobedoneatthesametimeandthereforebemoreefficient.
Keeping to our timescalesWewillcontinuouslymonitorhowwellweareperforminginkeepingtothetimescalesforcarryingoutdifferenttypesofrepairs.WewillreportourperformancetooperationalteamseverymonthandtoourBoardfourtimesayear.Wehavesetthefollowingtargets:
• Wewillaimtocomplete99.5%of emergencyrepairswithin24hours• Wewillaimtocomplete98%ofurgent repairswithinfiveworkingdays• Wewillaimtocomplete98.3%ofroutine repairswithin20workingdays
Repair types Thefollowinglistssetoutdifferenttypesofrepairsandtheirpriority.Wehaveincludedthemostcommontypesofrepairandourstaffwillalwaystellyouthepriorityofeachrepairwhenyoureportit.
Carrying Out Repairs to Your Home What Can You Expect From Luminus?
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Emergencyrepairs–within24hrs• Totallossofwater• Totallossofhotwaterduringwinter months,• Totallossofhotwaterduringsummer months(vulnerablehouseholdsonly)• Burstwatermain• Uncontainablewaterleaks/flooding• Severestormdamage• Makingsafedangerousstructures• Totalorpartiallossofelectricalpower• Unsafeelectricalfittings• Breachesofsecuritytooutsidedoors windowsetc• Totalorpartiallossofgassupply• Gasleak• Blockedfluetoboileroropenfire• Blockedorleakingfouldrainorsoilstack• Blockedornonflushingtoilet(ifthisisthe onlyoneintheproperty)• Failureoflift,includingstairlift• Failureofwardenalarmorcallsystem• Racistoroffensivegraffiti• Garagedoorthatcannotbeopened, withvehiclestuckinside• Disabledshower,ifimpossibletouse• Fullyrunninghotorcoldtap• Looseordetachedbanisterrail• Failureofemergencylights
Carrying Out Repairs to Your Home
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• Faultydoorentrysystemswhereaccess isaffected• Blockedrubbishchute• Failureofhardwiredsmokealarms• Damagedfencesorgardenwalls,where thisputspeopleorbuildingsatriskor obstructspublicrightofway
Urgentrepairs–withinfiveworkingdays.• Blockeddrains,sinks,basinsandtoilets (wheremorethanoneinproperty)• Totallossofhotwaterinsummermonths (exceptforvulnerablehouseholds)• Minorplumbingleaksordefects• Minorelectricalfaults• Blocked/leakinggutters,ifleakingover anentranceorpathway• Roofleaktooutbuildings(ifsevere)• Faultstodoorentrysystemwhereaccess isstillpossible• Extractorfannotworkinginwindowless bathroom• Defectiveflooringorstairtreadsifcausing triphazard• FaultycommunalTVaerial• Anygaragefaultmeaningthetenantis unabletousethegarage
Carrying Out Repairs to Your Home What Can You Expect From Luminus?
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Routinerepairs–within20workingdays• Generaljoineryrepairs,forexampleeasing andadjustingdoorsandwindows• Electricalworknotlistedabove
Mini-Plannedmaintenanceworks–withinthreemonths• Repairfireplacesurrounds• Roofleakstogarages• Concreterepairs,wallandfloortiles• Repairstofootpaths,boundarywalls, fencesandgates• Plasteringrepairs• Slabbingandconcretepaths• Decoration• Replacementdoubleglazedunits• Dampproofcourses• Brickworkre-pointing• Replacement,routineclearingor re-alignmentofguttersandrainwater goods• Replacementofdoorsorwindows• Externalpaintinganddecoratingand paintingofallceilingsafterrepairs• Replacementofgaragedoors/frames• Replacementoffences/gates• Brokensanitaryfittings(stillusable).
Carrying Out Repairs to Your Home
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Acknowledging your repairWhenyoureportarepair(exceptforanemergencyrepair)wewillsendyouanacknowledgementletterwhichwillexplainthetypeofworkwewillbedoing,whowillbecarryingouttheworkandatimescalewithinwhichtherepairvisitwilltakeplace.Whenyoureportarepairwewilltellyouwhethertherepairisanemergencyrepair,anurgentrepair,aroutinerepairorwhetherthejobwillbeplacedinourprogrammeofplannedworks.
Surveyor visitsBeforeworksarecarriedoutInsomecasesitwillbenecessaryforasurveyortocarryoutaninspectiontoensurewehavecorrectlyidentifiedthetypeofrepairtobecarriedout.Wewillinformyouifthisisnecessaryatthetimeyoureporttherepair.
• Wewillaimtocarryoutallpre-inspection visitswithin10daysoftherepairrequest.• Wewillmonitorperformancemonthly. Ourtargetwillbetocarryout97%of pre-inspectionvisitswithin10daysofthe repairrequest.
AftertherepairhastakenplaceWeemployaspecialistRepairsQualityInspectorwhoinspectsatleast10%ofall
Carrying Out Repairs to Your Home What Can You Expect From Luminus?
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repairsaftertheyhavebeencarriedout.Thisistokeepaconstantcheckonthequalityofworkandprovidesyouwithanopportunitytoraiseanyissuesaboutthequalityoftherepairandserviceprovidedbytradesmen.
Customer satisfaction surveysUrgent,routinerepairsand‘mini-planned’repairsWewillsendoutsurveystoallcustomerswhohaverequestedanurgent,routineor‘mini-planned’repair.ThesurveyswillbesentoutwiththerepairacknowledgementletterandwewillmakesuretheinformationprovidedonthesurveysisreportedtotheMaintenanceServicesmanagementteam.Wewillalsoprovideupdatestocustomersonhowwearedealingwithcommentsmadeonrepairssatisfactionsurveys.
EmergencyrepairsDependingonthetypeofrepairandwhoiscarryingoutwewillusedifferentwaystocollectfeedbackfromourcustomers.Thiswillincludeprovidingcustomerswithasatisfactionsurveyatthetimeofthevisit(Luminustradesmen)andattemptingtomakecontactbytelephonetocollectfeedback(externalcontractors).
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