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Date approved: March 2018
Review date: currently under review

See below for the full policy, but please be aware this may include acronyms or technical jargon used internally within Raven. If you have any questions, please contact us.


1.1 This policy applies to general needs, supported housing properties including temporary accommodations, communal areas oft he stock owned and managed by Raven Housing Trust. This policy also applies to Raven’s responsibility to repairs for leaseholders as stipulated by their individual lease agreements. The policy should be read alongside the Leaflet ‘Repairs to your Home’, given to customers, which sets out the detailed responsibilities of the Repairs Team and the Customer.

1.2 A repair is defined as:-
“Restoring to good working order, fixing or mending”
The work of Responsive Repairs should be viewed as achieving these goals.

1.3 Customer satisfaction is targeted to achieve top quartile performance when compared to Raven’s peers.

2.  Policy Statement

2.1 Our aim is to put our customers at the centre of our plans and to maximise the service delivery of our Responsive Repairs Operation to ensure it meets their diverse needs but also follows Raven’s Value for Money policy.

2.2 We will ensure that our homes are structurally sound and weather tight and that our residents are provided with hot water and a means to keep their home warm.

Why we would do a repair:

  • Health or safety
  • Security
  • To prevent long-term damage to the home.

2.3 Our aim is to complete work right first time by accurate diagnosis at the first point of contact (Raven’s Customer Service Centre and Surveyors).

2.4 The type of repairs that we will carry out and those that are the responsibility of the tenant are set out in the ‘Repairs to your home’ leaflet.

2.5 Tenants have responsibility to look after the home to minimise maintenance and fix minor things between maintenance cycles. Residents are responsible for carrying out any repairs to items that would normally be Raven’s responsibility that are caused by accidental damage, misuse or neglect. This includes any damage caused by friends and lawful visitors to their home. To prevent condensation, tenants must heat, clean & ventilate the home properly & provide shower curtains.

2.6 If we have to disturb any installations or alterations previously carried out by the resident in order to carry out repairs, the resident will be responsible for reinstating any items disturbed. We cannot be held responsible for any reinstatement costs, including the relaying or replacement of specialist flooring.

2.7 When a repair is reported, we will tell our residents when they should expect the repair to be completed by.

2.8 We will plan to offer an appointment with a tradesperson or specialist contractor at the first point of contact. If we are not able to agree an appointment first time our staff or representatives will be in contact to arrange a visit to undertake the work. Where it is has not been possible to agree an appointment time within the target time due to exceptional circumstances we may offer appointment times outside of normal operating hours.

3. Policy

3.1 Repairs are split into 3 categories (depending upon the urgency of the work);each type has a maximum target time limit to complete the job:

  • Emergency– completed within 24 hours.
    Repairs that are needed to avoid serious danger to life and limb or severe damage to the home.
    Residents will not have to wait more than 24hours for a tradesperson or contractor to attend and make safe.
    The emergency visit may just make the property safe in the first instance. In some cases we may have to return at a later date to complete a full repair.
    Residents will be able to report emergency repairs out of hours by telephone 24 hours a day.
  • Routine – completed within 28 days
    Repairs that cause inconvenience but that are not urgent and do not pose an immediate risk to health and safety.
  • Planned Works -completed within one year or a longer planned cycle.

Repairs or refurbishments that are not urgent and do not pose an immediate health and safety risk and for economical reasons should be delivered on a planned basis rather than as a responsive repair.

Examples of what is included in each category are set out in the ‘Repairs to your Home’ Leaflet.

3.2 Our Equality and Diversity Strategy demands that response times will be improved upon to take account of our customers who are vulnerable or have specific needs, such as elderly residents, those with very young children, or sole tenants with a registered disability.

4. Right to Repair

4.1 Residents may be entitled to compensation under the Right to Repair scheme when Raven has taken more than twice the standard agreed timescale to carry out an eligible repair and the resident has reminded us that the repair is needed.

4.2 The scheme only applies to emergency (24 hours) repairs that are likely to jeopardise the health, safety or security of the resident if they are not carried out within the timescales specified.

4.3 If the repair is not carried out within the initial timescale, as specified in the Tenant’s Handbook, the resident can request that another contractor carries out the works.

4.4 The Right to Repair scheme only applies when the repair will cost less than £250 and where health, safety or security may be at risk

5. Communal Areas

5.1 Raven is also responsible for repairs that are necessary to any communal areas such as:

  • Stairs
  • Lifts
  • Fire alarm systems and emergency lighting
  • Landings
  • Door entry systems
  • Communal lighting
  • Communal drains
  • Communal windows
  • Removal of offensive and discriminatory graffiti from Raven owned property

5.2 Repairs to communal areas are split into the same three categories as other repairs.

6. Property Alterations and Improvements

6.1 Residents can carry out minor repairs to their home without our permission. However if improvements are to be carried out, written permission must be sought for the works, detailing the work that is to be carried out and who will be carrying out the work. See Property Alterations and Improvements policy.

6.2 Raven Repairs Ltd, Raven’s own handyman service, will be offered to all residents who request repairs or alterations to be carried out on their homes that are beyond the scope of this Policy. A competitive quotation will be offered and accepted for these works prior to commencement and payment is normally required before works begin. The work will be completed by the Projects Team and invoiced under Raven Repairs Ltd (We do that).

7. Section 20 Consultation

7.1 Raven will undertake consultation as required under Section 20of the Landlord and Tenants Act 1985, amended by the Common hold and Leasehold Reform Act 2002,where any major works, exterior decorations or improvements to communal areas will result in any one leaseholder being recharged for works totalling £250 or more (including VAT).

8. Rechargeable Repairs

8.1 We will charge residents if we have to carry out a repair to the home for which they are responsible. Residents will generally need to pay before we carry out the work and they will be charged the full cost of the repair plus an administration fee and VAT. See Recharges policy.

9. Asbestos

9.1 Where intrusive works on building structures are necessary, Raven will provide guidance, information and advice to staff members, contractors and customers in order to avoid anyone being exposed to the dangers of asbestos.

9.2 Where suspect asbestos material is identified that presents a significant risk, Raven’s health and safety advisor will be informed at the earliest opportunity. Raven will seek advice from the approved consultant and appropriate action will be taken. See relevant policy.

9.3 All Raven trades staff and contractors undergo regular asbestos awareness training in line with current regulations and health and safety policies.

10. Service Standards

10.1 We promise that we will treat residents and their home with respect at all times.

10.2 We will only use professional operatives who take pride in their work and are suitably qualified and competent to complete the work they have been asked to do.

10.3 Our staff and contractors will always provide proof of identity before entering a resident’s home.

10.4 We will try to offer a mutually acceptable appointment at the first point of contact.

10.5 We will always try to fully complete the repair on the first visit and be clear about what will happen next if a second visit is required. We will keep the
resident fully informed of progress

11. Monitoring

11.1 Routine, telephone based, customer satisfaction surveys will be conducted on a sample of repairs in line with agreed company standard.

11.2 We will record and monitor all responsive repair requests to track performance against agreed Key Performance Indicators (KPIs).

11.3 We will monitor a sample of works to check quality and compliance with KPIs

12. Equality and Diversity Policy

12.1 We will recognise that customers of all races, ages, religions, gender, sexual orientation and disability should be treated equally and fairly.

12.2 Response times will be shortened in some cases, to take account of our customers who are vulnerable or have specific needs.

12.3 Offensive or discriminatory graffiti on Raven owned property will be removed within 24 hours of it being reported.

12.4 We will inform our contractors and representatives of our standards and requirements regarding equality and diversity.

12.5 All customers will have access to this document upon request.

12.6 This document and accompanying leaflets can be translated or provided in alternative formats (e.g. Braille, large print, and audio) upon request.

13. Allowing us Access

13.1 Residents are required to allow us to enter their home to inspect or carry out repairs, including the inspection and maintenance of gas installation. If we
attend an appointment and the customer is not home and has not informed us, we will cancel the job. If two appointments are cancelled then the customer can be removed from programmed works schedules and charged for any future missed appointments. Raven will normally give a minimum of 24 hours notice unless access is required in an emergency.

14. Publicising the Policy

14.1 Raven publicises its policies and procedures on Repairs to residents and staff in a number of ways:

  • Resident Handbooks
  • Leaflets
  • Resident Newsletters
  • Resident Website
  • Policy Briefings
  • Training

15. Connected Policies, Procedures and Leaflets

15.1 Related policies are in the corporate folder Health & Safety / Policy & Procedures. Customer services, complaints and decant procedures also apply.

Examples of relevant Policies, Procedures and Forms:

  • Building Safety Policy
  • Compensation and Reimbursement
  • Complaints
  • Customer Care
  • Damp procedure
  • Decant
  • Equality and Diversity
  • Management of Contractors
  • ‘Tenant Dwelling Improvement’ procedure, Property Alterations and Improvements policy
  • Recharges
  • Responsive Repairs Procedure


  • Asbestos in your Home
  • Compensation
  • Making a Complaint
  • Repairs to your home
  • Tenant Improvement to your home
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