Advice on some aspects of repair and maintenance operations

This section outlines certain aspects of maintenance works.

Tenancy Agreement and Tenants’ Handbook

As some repairs may be the tenant’s responsibility, the Tenants’ Handbook should explain the division of responsibilities between the tenant and the Association. This should include, where appropriate:

details of the Association and its work
contact details for the Association’s staff relative to various services
association and tenant responsibilities for repairs
advice on emergency arrangements
target timescales in respect of responsive repairs (it would also be useful to include details of repair types under each timescale category)
the level of service the tenant can expect
details of the Right to Repair scheme
recommendation that tenants have appropriate contents insurance cover
procedures for improvements by tenants
advice on using energy efficiently, water use, avoidance of condensation problems and cleaning of various surfaces
details of access required by the Association to allow for inspections and maintenance works etc, to be undertaken

For more information see Repair Responsibilities, Classification of Repairs, Right to Repair

Organisation and staffing for the Association’s maintenance task

This will depend on the size and nature of the Association’s stock. This could vary from part-time staff to a large section with in-house technical personnel. In most cases, the Association will need to appoint technical consultants or use a suitably qualified and competent person directly employed by the Association to undertake surveys, and prepare and oversee maintenance contracts etc.

The appointment of consultants, contractual arrangements and the Association’s formal approval of schemes should be streamlined where possible, and performance/time targets established for the various processes. (It is recommended that Associations use a ratio of 1 person per 600 units when making such appointments).

For more information see Procurement

Need for maintenance works

Initially this can arise as a result of a request from a tenant or tenants. Routine work is more likely to arise from periodic inspection procedures that cover all aspects of the dwelling/ property/ estate.

Surveys

Associations should have a detailed knowledge of the condition of the structure, fabric, services, fittings etc, of the various properties comprising the Association’s stock.

Where there are gaps in the Association’s knowledge, regular surveys by technical consultants or suitably qualified and competent persons directly employed by the Association may be necessary to identify problem areas.

Regular surveys, that precede normal cyclical maintenance works, may be necessary every five or six years. More frequent or annual inspections by the Association may be necessary to identify the need for minor preventative repairs that, if left, could cause more serious problems – for example damaged or missing roof tiles, missing or damaged rainwater pipes, broken or damaged roof-lights.

Planning

Associations need to plan for undertaking various maintenance activities. Generally, the work can be separated into four broad headings:

Response Maintenance

This includes emergency, urgent and routine repairs. These activities are essentially event driven and the Association needs to have procedures and contracts in place to allow the work to be completed within target response times.

For more information see Repair Responsibilities, Classification of Repairs

Planned maintenance

This activity is essentially time driven, in that these activities are normally carried out at set or periodic time intervals to take account of good practice and code of practice recommendations published by the building industry etc, and may be based on past maintenance history and detailed stock condition surveys and include works such as window replacement, kitchen and bathroom replacement, upgrading fire/ smoke detection, heating upgrades, mechanical ventilation, electrical rewiring, security recommendations and external environmental improvement works etc.

For more information see Work content of Planned Maintenance schemes

Cyclical maintenance

This would normally include, for example, electrical testing, external repainting, legionella control, window servicing, the annual servicing of heating systems, fire alarms, lifts, repairs to fencing and similar items, gutter cleaning and grounds maintenance etc.

For more information see Work content of Cyclical Maintenance schemes

Voids and re-lets

This normally comprises response maintenance, but may require an element of planned maintenance to a dwelling/ property that is to be re-let.
For more information see Void management

Procurement procedures for maintenance works

Advice on Procurement Requirements for Housing Associations is contained in the Housing Association Guide - this provides, amongst other things, guidance on selective competitive tendering procedures.

Associations should aim to reduce the time and need for tendering each individual scheme by using longer-term, competitively tendered contracts such as Measured Term Contracts (MTC)/ Term Service Contracts (TSC), which would cover the Association’s requirements for a number of years and also include ‘Partnering’ which may be particularly appropriate for maintenance type works.