Our temporary accommodation

We aim to provide excellent services, and work with residents to provide accommodation that is maintained to a consistently high standard that meets our legal responsibilities. A significant part of our efforts to maintain good quality accommodation is ensuring we provide a prompt and efficient repairs and maintenance service.

How do I report repairs?

All requests for repairs and maintenance works are organised by the Council's Facilities Team. Residents are informed of how to report repairs at sign up.

Phone

Residents should call 01737 276 565, between 8am and 5pm, Monday to Friday, excluding weekends and Bank Holidays. 

Email

Email Facilities.Management@reigate-banstead.gov.uk, emails will not be responded to outside work hours. 

Emergency repairs

If you have an emergency repair outside of working hours, you must contact the relevant contractor on the list provided within the tenancy pack. An emergency is usually something which presents an immediate risk to safety, security or health such as burst pipes or damage following a break in. 

• Any power cuts should be reported to the UK Power Networks immediately by calling 0800 316 3105.
• Any gas leaks should be reported to the National Grid immediately by calling the National Gas emergency number on 0800 111 999. 
• In the event of fire at the accommodation, the resident, and any visitors and/or occupiers must ensure that they leave the property straight away and move to a safe distance and then contact emergency services on 999. No one must return to the property until the Fire Brigade has authorised that it is safe to do so.

Repairs Policy

1. Policy Objectives

1.1: This policy explains how we aim to work collaboratively with residents to maintain the high quality of our accommodation and meet our obligations and responsibilities as a landlord. It applies to all Reigate & Banstead Borough Council owned and managed temporary accommodation. The Council also owns 32 flats which are permanent homes, these are managed and maintained by a Registered Provider on our behalf. Repairs to these homes are undertaken in line with the Provider’s policies.

1.2: Reigate & Banstead aim to provide a repairs service that:

• Ensures our properties remain in good condition
• Ensures repairs and maintenance issues are dealt with in a timely manner
• Safeguards our assets
• Minimises any environmental impact
• Is cost effective and good value for money
• Complies the Decent Homes Standard and our legal responsibilities
• Gives residents the opportunity to provide feedback via our resident satisfaction surveys, at points during their tenancy and at tenancy checkout.

1.3: The service will prioritise repairs based on urgency taking account of risk to safety, security or health. 

2. Category A: Emergency Repairs

2.1: These are repairs that present an immediate risk to safety, security or health.

2.2: For the following emergencies, we will aim to attend and make safe within four hours.  We aim to make subsequent repairs within 48 hours subject to assessment and resource availability. These emergencies include:

• Total loss of water supply (other than by water supplier)
• Total loss of electricity (other than a network grid power cut)
• Gas leaks
• Burst to water supply or tanks or boilers
• Blocked toilet (when there is only one in your home)
• Sewage overflow
• Failure of heating systems in severe weather conditions
• Failure of heating systems that would affect or worsen a particular health issue
• Fire damage that places residents at risk of occupying and accessing the accommodation
• Any external flooding that places residents at risk of occupying and accessing the accommodation  
• Damage to asbestos material due to any of the above factors that could cause an uncontrolled release of airborne fibres
• Immediate security risk to property.

2.3:  The first emergency visit may just ensure that the property is safe. In some cases, contractors may have to return at a later date to complete a full repair.

3. Category B: Routine Repairs

3.1: These are repairs that are reported by or on behalf of residents. They do not cause serious inconvenience. 

3.2: We will complete these repairs within 28 calendar days. Examples of these less urgent repairs could include issues like:

• Plumbing leaks for example waste pipes / radiator valves
• Total or partial loss of heating or hot water (1 May to 31 October) when there is not an immediate risk of harm and while not in severe weather conditions
• Minor electrical faults
• Minor issues with electric or gas appliances which the council has fitted
• Brickwork, guttering, missing roof tiles

4. Category C: Planned Service and Inspection

4.1: This is any maintenance or servicing that is carried out on a regular cycle. Examples of these works include:

• Gas inspection/boiler servicing
• Electrical installation inspection
• Asbestos inspections
• Maintenance on any surveillance or CCTV systems (if applicable).
• Legionella inspections
• Portable Appliance Tests (PAT Tests) for communal electrical items (if applicable.
• Fire equipment inspections.

5. Category D: Maintenance or Improvement Works

5.1: Examples of these are new kitchens, new bathrooms, replacement windows, roof replacement, landscaping, or rewiring work.

5.2: We will keep the resident informed of any planned maintenance or improvement works including timeframes and progress.

6. Council Responsibilities

6.1 We will carry out repairs for which we are responsible.  However, as a resident you are also responsible for some repairs and for maintaining certain aspects of your home.

6.2: The Council is generally responsible for repairing and maintaining the internal and external structure of the property, fixtures and utility supplies. These responsibilities include:

• Ensuring the property is in good condition when you move in. 
• Keeping mains electrical installations safe and in proper working order
• Maintaining and servicing all gas appliances that have been provided by the Council
• Ensuring the home is structurally sound
• Ensuring the home remains weatherproof
• Maintaining window, window frames, glass, and sills (excluding cleaning).
• Maintaining doors, door frames and hinges
• Ensuring that all plumbing, drainage and external pipes remain in proper working order
• Maintaining bathroom and WC fittings
• Ensuring heating, hot water and ventilation systems are working to a proper standard
• Ensuring that all fire alarms and fire safety equipment are in proper working order
• Managing pest Control issues within Council owned communal areas
• Maintaining boundary walls and fences
• Maintaining external pathways and steps

7. Resident’s Responsibilities

7.1: We expect you to:

• Treat your home with care and respect. You will be charged for repairs or damage that we do not consider fair wear and tear
• Report repair problems to us as soon as possible
• Allow access for works to take place and inspections such as the annual gas safety inspection and other surveys
• Replace minor items like light bulbs, toilet seats, curtain rails, shower heads and hoses
• Keep your home clean and kept to a reasonable standard
• Follow advice on managing condensation and mould
• Manage pest control within your home
• Ensure that your key or keycode is safe at all times
• Maintain the private gardens and external space of the property, excluding communal areas
• Ensure your property is left in a clean condition when you leave.  

8. Replacements

8.1: When replacements are required for example new tiling or kitchen units, the Council will replace items like for like. If a like for like item is no longer available a suitable alternative will be supplied.

8.2: Residents are not permitted to make additions or alterations to the accommodation in any way.

9. Recharges

9.1 Where it has been identified that a resident, member of their household or a visitor have damaged the property which the Council does not consider fair wear and tear, undertaken unauthorised alterations or left possessions or rubbish in the property when vacating, the Council will actively seek to recover the relevant costs.

10. Service Standards

10.1: Reigate & Banstead Borough Council will:

• Make convenient appointments with residents for repairs, routine inspections and surveys and share the contractor name
• Treat residents and their home with respect at all times.
• Use professional operatives who are suitably qualified and competent to complete the work they have been asked to do.
• Leave the site clean and tidy.  
• Keep residents informed of repair works progress and whether further visits are required.

10.2: Residents will:

• Notify the Council as soon as possible if an agreed appointment needs to be re-arranged or cancelled.
• Provide access to the property to enable repairs, inspections, surveys to take place including post work inspection.

11. Zero Abuse Tolerance

11.1: Reigate & Banstead Borough Council will not tolerate abusive language or behaviour to its members of staff or contractors. Everybody has the right to work without the threat of, or actual, verbal or physical abuse.

11.2: Any such incidents will be reported and incidents of abuse will result in cancellation of works.

12. Equality & Diversity

12.1: Reigate & Banstead Borough Council will:

• Treat residents of all races, ages, religions, gender, sexual orientation, and disability equally and fairly
• Take account of individuals who are vulnerable or have specific needs
• Provide this document and accompanying leaflets in printed copy and any alternative formats (e.g. Braille, large print, and audio) or translated upon request.