Repairs & maintenance service standards
We will:
Provide you with an up-to-date residents' handbook
Complete emergency repairs within 24 hours, urgent repairs within 5 working days and routine repairs within 20 working day
Prioritise all repairs based on their nature and urgency
Provide you with a job number when you report a repair
Offer you an appointment for all non emergency repairs when you report one
Send you confirmation of your appointments in writing or by text message
Send you reminder texts for your appointments
Carry out 80% of repairs on our first visit
Strive for zero defects on completion of major repairs
Carry out repairs whenever we can without having to carry out a pre- inspection first
Regularly report on our performance
Inform you whether you are responsible for paying the cost of a repair at the time you report one
Ensure our staff and contractors follow a code of conduct including wearing identity badges that are clear
Service and safety test gas and oil boilers every year
Service and safety test Magna owned gas fires every year
Publicise details of major repair programmes every year
Review and consult with you on design, layout and colour choices, where possible
Monitor the quality and satisfaction of completed works to ensure excellent services
Apologise and learn from mistakes made
Involve you, seeking your views and comments, in the improvement and monitoring of the service
Provide access to an aids and adaptations service to help you if you have a disability
We will monitor these standards by:
Monthly reporting on the number of repairs completed on time
Monthly reporting on the number of appointments made and kept
Monthly reporting on completed repairs on first visit
Monthly reporting on quality of work and conduct of contractors
Monthly reporting on post inspections carried out
Monthly reporting on oil and solid fuel checks carried out
Bi-monthly minuted meetings of the repairs and maintenance working group
Quarterly reviews of complaints and compliments and what we have learnt from them
Reporting on our performance and quality via Opendoor and our website
