Repairs Policy

Repairs Policy Summary

Key takeaway

One Manchester is committed to delivering a high-quality repairs and maintenance service that ensures homes and neighbourhoods are safe, well-maintained, and offer value for money while meeting the requirements set out in the Regulator of Social Housing (RSH) Consumer Standards.

Customer responsibilities:

• Minor repairs: Customers are expected to handle minor repairs like replacing light bulbs, tightening screws on kitchen cabinets, and keeping the property clean and tidy.
• Preventing damage: Customers should avoid actions that could lead to damage, such as blocking drains or pipes.
• Access for repairs: Customers must provide access for scheduled repairs and ensure the work area is clean and safe for workers.
• Reporting repairs: Customers should promptly report any necessary repairs through One Manchester’s designated channels.

Landlord responsibilities:

• Emergency repairs: One Manchester provides a 24/7 emergency repair service for issues that pose immediate danger to people or the property.
• Urgent and appointable repairs: These repairs are categorised based on urgency and have specific response times.
• Major repairs: For extensive repairs, One Manchester will provide a timeframe for completion.
• Communication: One Manchester will keep customers informed about the progress of their repairs.

Please read Section 4 Repair Categories for more detailed information on how we assess and prioritise repairs. 

Other important points:

• Adaptations for disabilities: One Manchester will assess and prioritise repairs for customers with disabilities or specific needs.
• Improvements and alterations: Customers need to obtain consent before making any alterations or improvements to the property.
• Recharges: Customers may be charged for repairs that are their responsibility or for failing to provide access for scheduled repairs.

1.    POLICY PURPOSE

1.1  One Manchester is committed to delivering a high-quality, customer-focused repairs and maintenance service that ensures homes and neighbourhoods are safe, well-maintained, and offer value for money. This policy sets out our approach to repairs and maintenance.

2.    POLICY SCOPE

2.1  This Policy should be adopted by our in-house maintenance service and any associated sub-contractors.

2.2  This Policy applies to responsive repairs and maintenance for all of our owned or managed homes and leasehold properties. 

2.3  We aim to:

•    achieve high standards of customer service in repairs delivery. 
•    aim to complete responsive repairs within the agreed timescales and wherever possible the repairs are completed right first time.
•    ensure customers with vulnerabilities or support needs get equal access to the service, including providing reasonable adjustments where required. 
•    maintain homes to a good standard where customers can live safely. 
•    be open with customers and listen to them through customer feedback and involvement.
•    meet the requirements set out in the Regulator of Social Housing (RSH) Consumer Standards.
•    achieve value for money in the delivery of the repairs service.

2.4  In addition to the principles set out in this policy, the repairs procedure provides the detailed operational framework for delivering the responsive repairs services. It outlines the step-by-step processes for reporting, diagnosing, prioritising, and completing repairs, ensuring consistency and compliance with legal and regulatory standards, including Awaab’s Law. The procedure supports frontline teams with clear guidance on workflows, escalation routes, and quality assurance, enabling efficient service delivery and accurate record-keeping. Together, the policy and procedure ensure that repairs are managed in a way that is responsive, accountable, and aligned with customer expectations.

2.5  This policy focuses specifically on the delivery of general repairs and maintenance services. Compliance related items such as fire safety, gas servicing and electrical checks are governed by separate policies and procedures. These dedicated documents ensure that specialist areas are managed in line with relevant legislation, standards, and operational requirements, while allowing this policy to concentrate on core repair activities and customer service delivery.

2.6  One Manchester’s approach to fencing is governed by a separate policy, ensuring that fencing works are managed in line with specific standards and operational requirements distinct from general repairs and maintenance

3.    POLICY STATEMENT

3.1  This policy sets out our approach to repairing and maintaining our homes.

3.2  We aim to provide the customers to whom we have repairing obligations, with a high-quality customer experience and tailor our support to their individual needs. 

3.3  We aim to make customers to feel safe, listened to, and for them to live in good quality homes.

4.    REPAIR CATEGORIES

4.1  Repairs will be assessed and prioritised into different categories. The categories are:

4.2  Emergency Repair - repairs that may pose an imminent and significant risk of harm to the health or safety of occupiers. We will attend all emergency repairs to investigate as soon as possible and within a maximum of 24 hours and make safe. If possible, a full repair will be carried out. If this is not possible a further appointment will be arranged at a time convenient for the customer.  If an emergency repair cannot be made safe within 24 hours, suitable alternative accommodation will be offered to the customer, until the relevant safety work has been completed.

4.3  Significant Repair - repairs which pose a significant risk of harm to the health or safety of an occupier of the home. We will investigate all significant repairs if needed within 10 working days. Investigations may be physical or virtual.   We will aim to complete repairs where possible, within 5 working days or where an inspection is needed, within 5 days of the inspection being carried out. All work will be started within 12 weeks.

4.4  Urgent Repair - considered necessary to bridge the gap between emergency and appointable repairs e.g. partial loss of water supply, not an `emergency’ but not reasonable to expect the customer to wait for an appointable response timescale, we will aim to complete these repairs within 10 working days.

4.5  Routine Repair - repairs that do not fall within the emergency or significant categories and do not pose a significant risk. We will aim to complete these works within 45 working days.

4.6  Planned Repair - large or specialist repairs or works stemming from any housing disrepair claim that cannot be started within 28 working days, due to the specialist or complex nature, materials required or size of the repair. Planned repairs will be completed where possible within 90 working days from the time a repair is reported or the schedule of works received in a housing disrepair claim.

4.7  When a repair is reported we will ask customers if they need any reasonable adjustments to the delivery of the repairs service, e.g. increasing the repair priority if a household member is vulnerable or disabled.

4.8  The accompanying repairs and maintenance procedure provides practical examples of the types of repairs that fall under each category, such as emergency, urgent, significant and routine. These examples help clarify how different repair requests are assessed and prioritised, ensuring consistent decision-making and transparency for both colleagues and customers. The procedure supports the policy by translating service standards into clear, actionable guidance for frontline teams.

5.    LEASEHOLDER OBLIGATIONS

5.1  Leaseholders should refer to their lease for details of repair and maintenance responsibilities.

5.2  Leaseholders are responsible for repairing any damage due to neglect or carelessness caused by them, their household members or visitor.

5.3  We will recharge leaseholders if there is evidence that damage is the fault of the leaseholder, their household or visitors.

6.    HEALTH AND SAFETY

6.1  Our Health and Safety Policy and associated procedures will be adhered to at all times. We will follow the Housing Health and Safety Rating System (HHSRS) when assessing the condition of our homes and communal areas.

6.2  Works are programmed and planned in conjunction with relevant health and safety regulatory requirements. Responsive repair works are regularly assessed in relation to current health and safety regulations.

6.3  All colleagues and contractors will use agreed risk assessments and appropriate Personal Protective Equipment (PPE).

7.    VALUE FOR MONEY

7.1  We aim ensure that the repairs service represent value for money (VfM).   We promote VfM in a range of ways:

•    Reviewing how we deliver our services and systems. 
•    Looking at historic repairs to identify things that happen repeatedly.  This is used to inform our future planned works. 
•    We will conduct stock condition surveys to assess the current state of our properties and identify future investment needs.
•    Carefully considering our sub-contractor arrangements to ensure we deliver to our required standards.  This includes actively monitoring and managing subcontractor performance to ensure compliance with agreed service levels and quality expectations.
•    Effective tenancy management to ensure customers fulfil their obligations in relation to their property.
•    Where appropriate, recharging customers where they cause damage or neglect to their properties.

8.    SERVICE QUALITY, FEEDBACK AND COMPLAINTS

8.1  We will actively seek feedback from customers on the quality of the service received to help us continually improve service performance, quality and efficiency.

8.2  If customers are unhappy with the repairs service received, they can make a complaint in line with the Complaints Policy.   Complaints will also be used to improve our services and highlight reoccurring problems.

8.3  We will periodically post inspect a sample of all repairs undertaken as part of our quality assurance of the service.

8.4  More information and guidance regarding the repairs service is available on the website and in the Repairs Handbook.

9.    ASSOCIATED POLICY/PROCEDURE DOCUMENTS

Internal documents:
•    Repairs and Maintenance Procedure
•    Adaptations Policy
•    Asset Management Strategy
•    Recharge Policy
•    Income and Debt Recovery Policy
•    Equality, Diversity and Inclusion Policy
•    Legal Disrepair Policy
•    Tenancy Management Policy
•    Tenure Policy
•    Access Policy
•    Leasehold Management Policy
•    Complaints Policy
•    Unreasonable Behaviour Policy
•    Health and Safety Policy
•    Damp, Mould and Condensation Policy
•    Temporary and Permanent Moves Policy
•    Domestic Abuse Policy
•    Gas Policy
•    Communal Buildings Policy
•    Lift Service and Maintenance Policy 
•    Reasonable Adjustments Policy
•    Compensation Policy
•    Fencing Polic

10.    RELEVANT LEGISLATION & REGULATION

10.1    This policy has been written in accordance with relevant guidance and legislation, which includes:  

•    The Social Housing (Regulation) Act 2023 
•    Regulator of Social Housing (RSH) Consumer Standards
•    Housing Act 1988, 1996, 1998 and 2004 
•    Landlord and Tenant Act 1985 
•    Gas Safety (installation & Use) Regulations 1998 
•    Electrical Safety Regulations 
•    Control of Asbestos Regulation 2012 
•    Right to Repair Regulations 1994 (for secure tenants of Local Housing Authorities) 
•    Health and Safety at Work Act 1974 
•    Management of Health and Safety at Work Regulations 1999
•    The Defective Premises Act 1972 
•    Building Safety Act 2022
•    Building Regulations Act 1984
•    Environmental Protection Act 1990 
•    Leasehold Reform, Housing and Urban Development Act 1993 
•    Equality Act 2010 
•    Care Act 2014 10 
•    Housing Health and Safety Rating System 2006
•    Homes (Fitness for Human Habitation) Act 2018
•    Leasehold Reform, Housing and Urban Development Act 1993
•    Fire Safety Act 2021
•    Human Rights Act 1998
•    Data Protection Act 2018
•    Social Housing (Regulation) Act 2023

11.    EQUALITY AND DIVERSITY

11.1  We promote a diverse and inclusive environment for our customers and colleagues to thrive. We are committed to enhancing a culture that respects individuals, appreciates difference and allows everyone regardless of background to reach their full potential.

11.2  We accept our responsibility to comply with equalities legislation and regulatory requirements and aim to do more. We believe everyone requires access to the same opportunities. Through our behaviours, we aim to challenge and remove systemic barriers to equal opportunities and reduce the likelihood of all forms of discrimination, harassment, and victimisation within our organisation and our communities.

11.3  We are committed to providing excellent customer services, which are fair, equitable and inclusive. As such, we will endeavour to understand and make any reasonable adjustments required for customers in line with One Manchester’s Reasonable Adjustment Statement, and Reasonable Adjustment Policy and the Equality Act 2010

12.    EQUALITY IMPACT ASSESSMENT

12.1  An Equality Impact Assessment (EIA) has been completed and assessed.  

12.2  The EIA found that while there are identified concerns for some customers from certain protected groups, the repairs procedure addresses concerns around reporting repairs by providing a large variety of ways for customers to report repairs and has a commitment to developing more ways to provide access for this going forward.

12.3  In conclusion, there are no amendments required to the policy and a full EIA is not required.

13.    MONITORING AND REVIEW

13.1  Compliance with this policy shall be monitored by the Director of Operations and Head of Repairs.

13.2  This policy shall be reviewed every 3 years or if further government changes impact this policy.

13.3  The Director of Operations is responsible for interpreting this policy where the provisions are unclear or there is ambiguity. Any interpretation will automatically become incorporated into the policy.

13.4  The Officer or Officers operating the policy in practice are responsible for implementing the policy and interpreting the policy giving the words of the policy their common everyday meaning.

14.    CONTACT PERSON

14.1    The Head of Repairs has responsibility for the effective delivery of this Policy.