This service standard sets out what you can expect from Derwentside Homes’ Repairs and Maintenance Services. We will:
- Provide a 24-hour emergency repairs service, 365 days per year;
- Make safe an emergency repair within 3 hours;
- Carry out 99% of emergency repairs within target;
- Complete an urgent repair within 5 working days;
- Complete a routine repair within 20 working days;
- Carry out 95% of routine repairs within target;
- Keep 95% of our repair appointments;
- Offer you a range of ways to report your repair;
- Accurately record and confirm the details of your repair by receipt;
- Issue you with a job reference number and make a convenient appointment with you (except for emergency repairs);
- Inspect a requested repair (if necessary) within 5 working days;
- Carry out annual safety checks on all gas appliances belonging to Derwentside Homes by a qualified gas engineer;
- Achieve on average 9.3 out of 10 for satisfaction with the gas servicing (VISION);
- Inspect at least 10% of all completed repairs to make sure they are completed to a good standard;
- Assess customer satisfaction with the repairs service by mailing out a survey to over 400 of our tenants who have had works completed each month;
- Achieve on average 9.0 out of 10 for satisfaction with the Responsive Repairs service (VISION);
- Carry out annual safety checks on all solid fuel appliances belonging to Derwentside Homes;
- Carry out safety checks on all electric installations to Derwentside Homes properties every ten years;
- Carry out external decoration to Derwentside Homes properties every five years.
