Repair Service Standards

Reactive Repairs

1.00 Access

You can report repairs on:

  • Our dedicated freephone repairs hotline 0800 9573150
  • By email.
  • By logging into your account.

Emergency Repairs

If you have an emergency repair request after 5pm or at the weekend you can call our out of hours service on 01495 325333. N.B. Emergency repairs are those which require action to prevent danger to the health and safety of residents or serious damage to buildings.

If you prefer you can report repairs in person or in writing at our office in Pontypool:
Ty’r Efail
Lower Mill Field
Pontypool
Torfaen
NP4 0XJ

For your convenience:

You will be offered a choice of a morning or afternoon appointment for us to call to carry out the repair.

Morning appointments are between 9am and 1pm. Afternoon appointments are between 1pm and 4.30pm.

We will keep to the arrangements we have made with you. If we have to change an appointment we will aim to give you 24 hours
notice. We will not change an appointment more than once unless at your request or it is absolutely necessary.

We will monitor our performance in making and keeping to arrangements made with you through the quality satisfaction survey card.

We will report performance to the Melin Residents’ Panel quarterly and feedback to all residents through the quarterly newsletter.

2.00 What you can expect

At the time you report your repair our staff will, wherever possible:

  • Give you a reference number on request by which the repair can be traced. (Please note that this will not always be possible, for example if the computer network is down or you are reporting an emergency repair to the out-of-hours service.)
  • Tell you who you can expect to call – i.e. a member of Melin staff or a contractor.
  • Inform you of the timescale within which the repair will be carried out.
  • If a maintenance surveyor needs to inspect the work first you will be advised of this and the surveyor will inform you of the timescale at the time of inspection.
  • Arrange access with you.
  • Advise you of any actions you can take to help, such as turning off the water if you have a leak.
  • Tell you about any immediate action we can take to help, such as providing temporary heating during the winter months if your heating system cannot be immediately repaired.
  • Tell you if we are not responsible for the repair. This will be in case of such items as replacement light bulbs or if the repair is as a result of wilful damage or neglect.

3.00 Responsiveness

We will prioritise repairs as emergency, urgent or non-urgent according to the criteria set out below.

We will take into account any information you provide when prioritising work, e.g. during cold weather if you have anyone in your household who is elderly or disabled or if you have a very young child, an urgent repair to a faulty heating system may be re-prioritised as an emergency.

Emergency repairs – Any repair needed to prevent the following:

  • risk to your health
  • risk to your safety or the safety of others
  • risk of serious damage to buildings or your property
  • security risk to your property, including loss by theft.

These repairs will be prioritised as emergencies and attended to and made safe within 4 hours of the fault being reported. A further repair order may then be issued for completion of any outstanding work.

Urgent repairs - Faults which affect your comfort or convenience, or which may cause you to incur expense, but which do not affect your health or safety. These repairs will be prioritised as urgent and completed within seven calendar days of the fault being reported.

Non-Urgent repairs - Faults that do not come under either of the above categories will be prioritised as non-urgent and will be carried out within 28 calendar days of being reported, eg easing internal doors.

Non-Urgent repairs may take longer than 28 calendar days under thefollowing circumstances:

  • the repair requires specialist survey works or materials specified by Melin contractors have not been allowed access
  • adverse weather conditions or health and safety considerations have prevented contractors carrying out the work.
  • the repair you have requested is to be done on a programmed basis (i.e. to be carried out in conjunction with other planned repairs to increase cost effectiveness).
  • the property is less than 12 months old, in which case responsibility for the repair rests with the house builder.

As far as possible Melin will be flexible in delivering the repairs service to meet individual circumstances.

Melin will help residents with impairment to understand the works and work with them to ensure the service is adjusted to meet their individual needs.

Melin will help those who need advocacy and advice to access these services.

Melin will ensure that all staff and contractors have training in equality and diversity and how individual circumstances affect residents’ lives in
practice.

Melin will ensure all staff and contractors are aware of our policy and procedure for delivery of the reactive repairs service.

4.00 Language Options

Melin will ensure that the language options are clearly explained to residents and will provide information in the most appropriate language or format.

5.00 Resident satisfaction

Staff will respond to all expressions of dissatisfaction promptly and courteously.

As far as possible, staff will resolve any issues at the first point of contact.

Staff will ensure that all expressions of dissatisfaction are recorded and addressed according to the Complaints Procedure.

Melin will use information from satisfaction data to improve performance and service delivery.

Staff will keep residents fully informed about progress in resolving problems.

6.00 Monitoring

The following information will be collected and reported to Corporate Management Team and the Residents’ Panel quarterly: Information highlighted in bold will also be reported to the Board.

  • % emergency repairs completions to target.
  • % urgent repairs completions to target
  • % non-urgent repairs completions to target.
  • Number of missed/cancelled appointments by contractors.
  • Number of missed/cancelled appointments by staff, including the Direct Work Force.
  • Number of repairs carried out as priority repairs through the flagging system.
  • Number of requests for translation/interpretation services or information in different formats.
  • Number of call backs.
  • Results of the satisfaction surveys.
  • Number of complaints dealt with at departmental level.
  • Number of relevant payments made under the ‘Sorry’ procedure.
  • Number of complaints investigated under the formal complaints procedure.