Rechargeable Repairs Procedure

Transcription

1 Rechargeable Repairs Procedure Reviewed April 2013 Reviewed April

2 Contents 1. Objective of the procedure 2. Definition of a rechargeable repair 3. Emergency Repairs 4. Tenanted Properties 5. Leasehold Properties 6. Chargeable Repairs 7. Empty Homes 8. Contact Centre 9. Payment Procedures 10. Recovery of Debt - Current Tenants - Former Tenants 11. Costs 12. Exemptions 13. Appeals process 14. Equality and Diversity 15. Policy Review 16. Tenants Insurance scheme 17. Performance Monitoring Write off rules Appendices 1. Rechargeable repairs form 2. Letter to former tenant 2

3 3. Rechargeable form after termination 4. Repairs charging list 5. Typical chargeable repairs for leaseholders 6. Exemptions form 7. Appeals form 8. Flow charts 3

4 South Tyneside Homes Rechargeable Repairs Procedure 1 Objective of the procedure To contribute to the efficient and effective maintenance of the stock and ensure that expenditure is managed effectively. This procedure describes the activities and responsibilities involved in carrying out repairs in circumstances where the repair is the responsibility of the tenant. The damage to the property is due to wilful damage, neglect, misuse or abuse by the tenant, their family or visitors to the property. The repair is required when moving out of a house to bring it up to an acceptable standard. ST Homes will ensure that no individual is discriminated against on grounds of sex or marital status, on racial grounds, or on grounds of disability, age, gender, language or social origin, or other personal attributes, including beliefs or opinions, such as religious beliefs or political opinions. ST Homes will ensure the promotion of equal opportunities by publishing information and documentation in different languages and other formats such as large print, tape and Braille as required. All staff to ensure that all customer enquiries and advice provided is recorded on the IBS tenancy diary. 2 Definition of a rechargeable repair 2.1 A rechargeable repair is defined as a repair or clearance work that is necessary because of one of the following: Wilful damage or neglect due to actions of the tenant or former tenant Any item that does not become defective due to fair wear and tear The actions of the tenants family; invited guests or contractor employed by the tenant Action not taken by the tenant Any court costs incurred as a result of a breach of tenancy conditions for example as a result of incidents of antisocial behaviour or in gaining access to properties to carry out a gas service 4

5 The repair is considered minor and the responsibility of the tenant. Removal of items left in communal areas. Clearing properties at any time during a tenancy or at the point the tenancy ends. Clearing gardens at any time during a tenancy or at the point the tenancy ends. Abuse of the emergency call out service e.g. when the repair required is not really an emergency but has been reported as such. Making good any alterations carried out by the tenant where approval hasn t been authorised to carry out such works or has resulted in damage to the property or neighbouring property. 2.2 A non-definitive list of chargeable repairs is listed in Section All charges are provided by TASK and are approximate and subject to change following an inspection by a building surveyor, except Empty Homes, Garden and Gas rechargeable repairs. 2 Emergency Repairs 3.1 A Repair that if not attended to, would cause danger to life or property. 3.2 If customers require and emergency call out the following extra charges will apply, after hours and during working hours These costs will also incur VAT at the current rate. 3 Tenanted Properties 4.1 Customers can report a repair at the following access points. The Area office The Customer Contact Centre, Town Hall South Shields South Tyneside Homes Customer Service Centre, Strathmore When a repair is reported and is identified as being rechargeable, the tenant should be made aware that all costs for repairs are estimated and minimum deposit acceptable and then given the choice to proceed in one of the following ways: Carry out the work themselves Instruct their own contractor to do the work Request South Tyneside Homes carry out the repair 5

6 6 4.2 If the repair is deemed to be an emergency ( A repair that if not attended to, would cause danger to life or property) the repair will be carried out in accordance with the Repairs and Maintenance Policy for emergency repairs. If the repair is as a result of neglect or damage, or falls within the above definition of a chargeable repair, customer should be advised they will be charged the cost of the repair and again given the opportunity to carry out the work themselves. 4.3 In all cases where a chargeable repair is requested at an Area Office a Rechargeable Repairs Request form should be completed (Appendix 1). When the repair is complete, the actual cost of the repair/clearance should be inserted and the form sent to South Tyneside Home s Income Team, asking them to raise an invoice. 4.4 Where a request is made other than face to face e.g. over the telephone or reported via the contact centre. A deposit should be requested in all instances. All reasons for refusal to pay or where a customer has advised they are unable to pay the deposit should be added to the job description section. The recharge will be identified via on a monthly report. Requests made via the call centres are recorded, and kept for up to 6 months, as proof of request. 4.5 Unless it is deemed to be an emergency the repair should not be carried out until the Rechargeable repairs request form is signed, this applies to repairs reported to the Area office. If the customer refuses to sign the form, the reason for refusal must be added to the form. All forms are forwarded to STH Income Team for processing and recharging. These recharges will also be identified via the monthly report, which should be checked to ensure no duplication of charges. 4.6 If tenants lock themselves out or lose their keys, they should be advised a charge would be made for gaining access and the replacement of the locks. (The Housing Manager has discretion to waive the charge if the tenant is vulnerable). 4.7 If a tenant has their keys stolen, they must report it to the police and obtain a crime reference number. If a crime reference number is not received, the tenant should be advised they would be charged for the work. (The Housing Manager has discretion to waive the charge if the tenant is vulnerable). 4.8 Damage caused by persons unknown, such as vandalism, break in etc, the tenant must notify the police and obtain a crime reference number. The work required will not be rechargeable. When a customer supplies a crime number it should be in the following format. The Crime number should consist of up to 6 numbers, a letter and a date e.g a\09 If in doubt the police should be contacted on to verify the number is accurate. Incident numbers are not acceptable. 4.9 The tenant will receive an invoice. Where a tenant indicates that they are unable to meet the full cost immediately, the Income Assistant can negotiate for the debt to be discharged within an agreed timescale. (In

7 some instances an Income and Expenditure form should be completed with the tenant If a surveyor carries out a routine inspection and notices any damage to the property caused by the tenant or any persons visiting the property, details including photographic evidence if necessary should be obtained. The cost of the work would then be calculated and passed to the Housing Management Officer and providing advice on any issues or concerns raised. The Housing Management Officer would then prepare all the necessary paperwork and pass onto the income team to process with all work ordered from the Surveyor In instances where the police gain entry to a property to carry out a search of the premises, the customer will be invoiced for the cost of the damage. However should the customer dispute the charge, they should be advised to contact the police to request compensation. 5 Leasehold Properties Under the legal agreement that leaseholders have with South Tyneside Council, the lease, they are responsible for all repairs to the interior of their home and they are liable to pay a percentage towards repairs to the exterior of the building in which they live and any communal areas within the building. The costs of these repairs are charged annually to leaseholders at the end of the financial year. In addition, Leaseholders are allowed to rent out their homes therefore there may be occasions when their tenant is liable for a recharge. South Tyneside Council remains responsible for repairs to the communal areas and the structure of the buildings, in which leaseholders live. Leaseholders pay a proportion of the cost of these repairs through their annual management charges invoice however, there may be occasions where it is necessary to recharge a leaseholder or their tenant for a repair that falls outside of this arrangement. Examples of when a leaseholder should be recharged include: Removal of rubbish from a communal area when it is causing an obstruction or is a hazard, e.g. fire or health hazard; Damage caused to the building or communal area by the leaseholder; a member of their family or their visitors; Damage caused to the building or communal area due to unauthorised alterations; Damage caused to communal areas e.g. gardens; Damage caused in Council properties by escape of water from leasehold properties. 7

8 In such cases, if a leaseholder reports a repair, which is identified as being rechargeable, the leaseholder should be made aware of the cost of the repair and the minimum deposit acceptable. They should then be given the choice to proceed in one of the following ways: Carry out the work themselves Instruct their own contractor to do the work Request South Tyneside Home carry out the work If the repair is deemed to be an emergency, within the scope of South Tyneside Council s obligations to leaseholders (i.e. to the exterior/communal areas of the building) the repair will be carried out in accordance with the Repairs and Maintenance Policy. If the repair is as a result of neglect or damage, or falls within the above definition of a chargeable repair (see Appendix 4), the Customer should be advised they will be charged the cost of the repair and again given the opportunity to carry out the work themselves. In all cases where a leaseholder or their tenant requests a chargeable repair, follow the procedure as described at paragraph 4.3 onwards above. 5 Typi cal Chargeable Repairs 5.1 The items set out below do not constitute a definitive list, but are examples of items/repairs that the tenant may be expected to either carry out themselves, or pay to have carried out. Boarding up broken windows Re-glazing windows Internal doors (Damaged) Adapting doors to accommodate carpets or flooring Forced entry because of lost keys Replacement locks because of lost keys Supplying/fitting or repairing additional locks Plumbing to washing machines, dishwashers etc Repair due to unauthorised DIY e.g. wall removal Estimates to be provided upon request. 8

9 6 Empty Homes 6.1 Pre termination inspection should identify any rechargeable repairs and the tenant advised they must carry out the repairs before leaving the property. 6.2 The tenant should be advised that, the property should be left in a clean and tidy condition and this includes garden areas. 6.3 Examples of items for which there will be a charge are: Damage to fixture and fittings other than usual wear and tear Missing items doors, kitchen units etc Removal of rubbish that has been left in either the property or garden. Removal of graffiti Alterations that have not had approval and have to be replaced /repaired because they are unsafe. 6.4 If an alteration has been made without approval from South Tyneside Homes and repair or replacement is required, South Tyneside Homes reserve the right to remove the fitting or replace it with a standard item and recharge the tenant. 6.5 The responsibility for repairs may be disputed; it is therefore necessary to be able to prove beyond reasonable doubt that the damage was caused by the outgoing tenant and not as result of trespassers. 6.6 If a pre termination inspection is not carried out, the empty home inspection should be done ASAP. 6.7 Photographs should be taken of any repairs identified as rechargeable; showing the date the photograph was taken. 6.8 The Empty Homes Team should then send a letter to the former tenant advising them that they will soon receive an invoice for the work required. (Appendix 2) 6.9 In most circumstances they should be asked to clear the debt in full immediately; however the Income Manager has the discretion to spread the payments over a period of time. A debt of up to 100 must be paid off within a maximum of 6 months, whilst a debt up to 250 must be paid within 12 months. Repayments of sums in excess of 250 must be paid in full within 2 years where possible. (The Income Manager has the discretion to agree an alternative payment plan). Failure to pay will result in cases outstanding being forward to Rossendale s for collection. 9

10 Mutual Exchange 6.10 All properties are inspected by the Housing Management Officer prior to authorising a mutual exchange. Any repairs identified during an inspection will need to be completed prior to agreement of mutual exchange. In some cases a joint visit may be required to establish condition of property and repairs required. Housing Management Officer to check all tenancy documents for outstanding rechargeable repairs. Any request to carry out a mutual exchange by tenants with recharges outstanding, will be refused, until the recharges have been paid in full. Empty Homes - Former Tenant recovery of Rechargeable Repairs Former Tenant Address known 6.11 Where the rechargeable repair debt is regarding an Empty Home, The Empty Homes Team will begin the recovery process by the following procedure. Send Letter 1: within 7 working days of the Inspection of the Empty Home. Advise the customer an invoice is to be raised for the charge within 14 days. If no response to letter refer details of charges to the Income Team for Invoicing If the former tenant contacts the Income Assistant/Officer with reference to a payment agreement they should be referred to the Income Team. They will be advised to clear the debt in full or should negotiate an agreement and record this on the Capita Open Housing System (IBS) confirming the agreement in writing to the customer. Details of any payments arrangements are forwarded to South Tyneside Council Income Team, to prevent non payments letters being sent. Following the above action in instances of non-payment the debt will be forwarded to the DCA Any disputes should be discussed prior to invoicing. 10

11 Former Tenant Address Unknown 6.14 If the former tenant has moved without leaving a forwarding address the Empty Homes Officer will forward the debt to South Tyneside Homes Income Team The Income Team will raise the invoice. If the amount is less than 200 the Council s Income Team will recover the debt. If the amount is greater than 200 South Tyneside Homes will refer the debt to the Debt Collection Agency (DCA) for a trace. If this proves to be unsuccessful the case will be referred for write off. Prior to referral for trace, checks will be carried out via IBS to ensure the customer has not already been referred to avoid double charging. All other cases will be referred to Rossendale s. Where the address is known. Where the address is not known a tracing request will be completed via IBS and via Former tenants arrears to avoid double charging. Disputes should be forwarded to Bill Cunningham and the outcome and decision referred back to the Income Team. If a decision not to charge is agreed a Memo should be completed by the Income Assistant and forwarded to The Income Section Hawthorn Building, Jarrow to enable cancellation of the charge. 7 Contact Centre/South Tyneside Homes Service Centre 7.1 If a repair is reported to the out of hours contact team. In the first instance it should be investigated via Omfax to determine if it is rechargeable and then if an emergency and if the tenant is vulnerable. If the job is a non-emergency, the customer should then be advised of the procedure and recharge costs. If the caller is not a South Tyneside Homes tenant, the caller should be advised, that it is not the responsibility of South Tyneside Homes to carry out the work. South Tyneside Homes Service Centre If repairs are reported via the ST Homes Service Centre during working hours, customers are referred back to their local area office, to complete the recharge form. Service Centre operatives are then sometimes requested to log the repair on behalf of area staff. This is to ensure the recharge forms are competed and deposits are requested When a repair is in the process of being raised through the Keyfax diagnostic tool, the question HOW DID IT HAPPEN? is asked, where the tenant accepts blame, the operator needs to select TENANT ACTION, they are then to advise the tenant that they are responsible for any damage and advise the charge for the type of repair as shown on screen. 11

12 Once the tenant has agreed the justification, TENANT RECHARGE should then be selected; this leads to the final submission screen where the repair is ready to raise. If the repair does not fall under the standard list of recharges the tenant should be advised of the approximate charge on the final submission screen in Keyfax and that this could rise depending upon the works required. Upon reaching this final submission screen, SPECIAL INSTRUCTIONS should be selected, and the payment made chosen (i.e. nil, part payment etc) so this can be flagged for invoicing purposes. 8 Payment procedure 8.1 Once a repair has been identified as rechargeable by Area staff the tenant should be made aware that it is chargeable and advised of the amount that may be charged depending on the actual repairs required (some costs are available on screen, within TASK, before an appointment is booked). The option 'tenant action' or 'recharge' should be selected when raising the Job Card. 8.2 A Rechargeable Form should be completed (Appendix 1) including details of arrangements agreed for payment, and the customer advised a 10 deposit is required; the receipt number must be added to TASK and to the form to prevent overcharging. Details of any refusal; to pay the deposit and reasons should also be added to the form. The form should then be forwarded to South Tyneside Homes Income Team, via the internal mail and the appointment may then be booked. 8.3 If the Contact Centre has taken the request, STH Income Team will receive a monthly report indicating all jobs completed within the month, which will include job reported at the Area office. 8.4 The report should be checked to ensure no duplicate invoicing. 8.5 The customer is requested to pay a 10 deposit in all instances or pay the charge outright, payment should be taken via the telephone payment system or they should be directed to the cashiering section where the cashier will take payment using the 'short code', H (The cashiers system allows the cashier to take money without an invoice number). The deposit amount must be recorded on the Rechargeable Repair form and on TASK to enable the correct charging and sent to STH Income Section as usual. 8.6 The repair will then be carried out and charges incurred via TASK, the total cost of the job will be input by the depot staff. The deposit amount should also be added to TASK or the reason for non payment of the deposit. 8.7 Monthly reports will be sent to South Tyneside Homes Income Team for monitoring and recovery. The Invoices will then be raised and sent out to the customer. If no arrangement has been made, the invoices are due in 7 days. Reminders will be sent automatically 14 days later. 8.8 Payment in full should be requested at the first instance. If, due to financial circumstances the resident is unable to meet the full cost immediately, part 12

13 payment (Deposit) of a minimum 10 should be sought, within 24 hours or the first working day following the works being completed, and agreement made to clear the balance within a specified timescale. (The repairs clerk or contact centre operative or the Housing Manager has discretion to waive the deposit if the tenant is vulnerable). 9 Recovery of the debt Invoices will be forwarded to customers by South Tyneside Council, Income Section. Once the invoices have been sent out if not paid in full or no response received, the Income Section will begin arrears collection process. Raise Invoice, STH Income Team Forward Invoice, BTST Income Team Letter 1 within 14 days, BTST Income Team Review Monthly outstanding invoice list Pay or send to legal services, legal reminder Letter STH/BTST Income Teams, 2 months following the invoice date. Debts >200 pass to Rossendale s by STH Income Team, Strathmore 3 months following invoice date. Debts < 200 to Rossendale s by The Council Income Team, Hawthorn Building. All debts are forwarded to Rossendale s debt Recovery Agency debts in instances of non- payment. 9.1 If the tenant contacts the Income Assistant STH or BTST Income Section an agreement should be made to clear the debt in full. If this is not possible the Income Officer should negotiate an agreement and record this on the designated spreadsheet and add a note on IBS confirming the Repair recharge. The customer will then receive a letter confirming the payment arrangement 9.2 If no contact is made or payment received, the debt will be referred to the Debt Collection Agency. (Rossendale s) 10 Costs To ensure consistency as to the amount tenants are to be charged, standardised costs have been identified for each repair, which include VAT at the current rate. However the cost may vary from development to development. Where this is the case a standard cost has been identified for each development. (See charging sheet) The list of costs will be revised on an annual basis. 13

14 The Income Team will set up and in partnership with BTST Income Section will monitor and maintain accounts for tenant rechargeable repairs. The Income Manager STH has access to these accounts via the monthly outstanding invoices report to monitor the process and will obtain assurances from BTST Income Section that debts < 200 have been treated in accordance with the procedure on a quarterly basis. 11 Exemptions to the Rechargeable Repairs Policy As an organisation, we have a duty to assess the customer for vulnerability and ability to pay, ensuring that undue hardship is not suffered. Using these guidelines any charges due to be applied will undergo an assessment before being enforced or method of collection agreed. Should a person s vulnerability affect their ability to pay a Rechargeable Repair, or if someone disputes a charge for reasons of vulnerability or exceptional circumstances, they may request an exemption from the charge. This application is completed with the customer, by South Tyneside Homes staff. In some circumstances it may be necessary to carry out a home visit to confirm the reasons for exemption or to obtain additional supporting evidence. The exemption form and supporting evidence will then be passed for assessment and authorisation to the Housing Manager or Empty Homes Housing Co-ordinator. All information considered will be documented and a written response sent to the applicant with in 15 days of receipt of the last document of supporting information. (Appendix 6) Further Classification of those with different needs People with mental health issues People with learning disabilities Those who have problems with alcoholism. Those involved with drug misuse, and taking part in a recovery programme People with physical and sensory impairment Where exceptional circumstances have potentially made someone vulnerable Any information or circumstances considered whilst determining a decision within a dispute must be included in the response to the complainants or customer. We will not make a re-charge in the following cases: - To the family of a tenant who has passed away if no estate. When a tenant goes into residential care and has no means to pay. Where a tenant has been a victim of a serious crime, and who has reported the crime to the Police and obtained a crime reference number or valid supporting evidence from the Police 14

15 Any damage which is accidental and meets the following criteria: The damage is not part of a history of repeated accidental damage and The tenant has been identified as vulnerable and the damage caused is as a result of their vulnerability Any damage caused to the home of a tenant by someone behaving in a racist or anti social way. The incident should have been reported to STH staff as an act of anti social or racist behaviour Outgoing tenants will not be charged for improvements made to the property, where approval to carry out such works has been granted and completed works have been inspected by a surveyor from South Tyneside Homes and confirmed in writing. Similarly, they will not be charged for items left in the property, such as carpets and fitted wardrobes, which again, have been agreed by South Tyneside Homes. 12 Appeals Process South Tyneside Homes operates an internal appeals process for dealing with any disputes, which may arise regarding a decision made to recharge. Current and former tenants have the right to appeal against a repair recharge, initially to either the Empty Homes Housing Co-ordinator or the Housing Manager using the Appeals form and thereafter using the complaints procedure. (Appendix 7) Throughout this process tenants may wish to take advice from an independent source such as the Citizens Advice Bureau, Law Centre or Solicitor. 13 Equal Opportunities South Tyneside Homes operates an Equal Opportunities Policy, which applies to all aspects of the Co-operative s work such as service provision to ensure fair and nondiscriminatory practice. South Tyneside Homes is committed to removing any barriers to communication. Therefore if required this Policy can be produced in another format e.g. Braille, large print, etc. In addition where English is not the tenant s first language, the organisation will provide on request written information in the first language. 14 Procedure Review This policy will be reviewed on a yearly cycle. The purpose of policy review is to ensure that policies still reflect current thinking and practice continue to comply with Raising Standards and Performance Standards and comply with any relevant legislative changes. 15 Tenants Insurance Scheme 15

16 South Tyneside Council have negotiated a scheme through Royal Sun Alliance (RSA)PLC, which is managed by South Tyneside Homes, to provide an easy and affordable way, for tenants and leaseholders to have household insurance. The policy is a home contents policy and does not cover maintenance. Further details can be obtained through the Area Housing Offices. 16 Performance Monitoring In order to comply with its service commitments, it is important that STHomes should monitor the effects of rechargeable repair procedures. Areas to be monitored are as follows: Number of rechargeable repairs carried out as a void repair; Number of rechargeable repairs carried out as a response repair; Number of rechargeable repairs carried out as a garden recharge; Number of Gas Safety gain entry rechargeable repairs. Cost of rechargeable repairs; Income received from rechargeable repairs/recovery rate; Number of disputes and outcomes, via the Exemption and Appeals process; 17 Write off Rules 1. Small balance uneconomical to pursue <30 no response to invoice or letter(btst) 2. Small balance forwarding address known/unknown uneconomical to pursue debt between 30-<200 returned from DCA (Rossendale s) unable to collect. (STC) 3. Tenant deceased and there are no funds in their estate. 4. Tenant in Residential Care Home. 5. Forwarding address is available > 200 returned from Rossendale s unable to collect. 6. Unable to Trace debt > Vulnerability identified 16

17 Write-off may be authorised in where vulnerability has been identified or in sensitive cases where recovery or legal action to pursue the debt could cause undue distress due to a severe medical condition or vulnerability. In such cases, confirmation in writing by a professional caseworker or support agency will be necessary. Situations may include: Where the tenant or former tenant is suffering from serious long term or terminal or acute illness Is mentally ill Is particularly vulnerable or fragile because of advanced age or disability Is now in care or a nursing home 8. There is no evidence to support the debt 9. Statute barred There are time limits in which to take court action to recover debts defined under the Limitation Act 1980 as "limitation periods". For most debts this period lasts for six years. Any debt, which has reached it sixth anniversary and has not been secured by means of a County Court judgment, liability order or acknowledged by the debtor, is statute barred because it cannot be pursued legally. In most cases, debt arising from unpaid rent will have a money judgment against it following the making of a possession order so this time limit will not apply. Debt that is statute barred can be reactivated if the debtor acknowledges the debt. Acknowledgement of the debt would include a written agreement or proposal to pay the debt or the debtor making a payment towards the debt. If a debt is acknowledged the six-year period starts again. 10. Debts > 5000 to be submitted on the relevant report to South Tyneside Council s cabinet for agreement. 17

18 Appendix 1 Name of tenant (include forename) Address of tenant & Postcode Rechargeable Repairs Form Contact Telephone Number Date repair requested How was the repair requested (delete as appropriate) TASK Job Card Number Minimum Cost of Work (A debt of up to 100 must be paid off within a maximum of 6 months, whilst a debt up to 250 must be paid within 12 months. Repayments of sums in excess of 250 must be paid in full within 2 years where possible) Payment options (complete as applicable) Min deposit required 10 Reason if deposit not paid Phone Call Office Visit Letter E-Services Other (please state) Note: In some instances the cost may vary due to the nature of the work identified. Paid in full (receipt number ) Payment by instalments Deposit paid: (receipt number_ ) Followed by payment of: per 18

19 An invoice will be sent to you when the works have been completed. I/we accept that the repairs listed above are my/our responsibility. I/we agree that South Tyneside Homes can carry out the repair/s on my behalf within the target dates supplied. I/we will pay for the works as agreed and understand non-payment could result in South Tyneside Homes taking legal action to recover any monies owed. Tenant Name (PRINT) Tenant Signature Date Officer Name Office Signature Date FOR OFFICE USE ONLY Actual cost of work Date invoice raised 19

20 Appendix 2 Name and Address Date: Our Ref: Your Ref: Dear Following the termination of your tenancy at {address}, an inspection of the property was carried out on {date}. The terms of your former tenancy included a clause stating you were responsible for keeping your home in good repair and were responsible for paying or rectifying any damage caused other than normal wear and tear. Following inspection, a number of repairs have been identified that are considered your responsibility; they are listed below together with the estimated costs. When the work has been completed you will receive an invoice for the work. Payment can be made at any area office. If you wish to discuss the contents of this letter please contact me on {tel no} Yours sincerely 20

21 Appendix 3 Residents rechargeable repairs required after termination A list of all rechargeable repairs identified at the void inspection should be shown on the back of this form. Address: Name of Person to be recharged: Tenant Ref: Current address of above: The pre-termination inspection was carried out on: (date) The tenancy was terminated on: The keys were handed in on: (date) (date) The void inspection was carried out on: If the property was vacant when inspected: was access gained with the keys returned? was there a sign of forced entry? Are photographs of the repairs available? If so, when were the photographs taken? (date) Y/N Y/N Y/N (date) Where are they held? A copy of the inspection report form is attached: Y/N Were any of the repairs identified during the pre-termination inspection? Y/N If no, please give details of how subsequent repairs were identified and by whom: Signed: (Housing Officer) Date: Appendix 4 21

22 Recharge list These price ranges are approximate prices for typical works carried out, and exclude call-out costs. The costs for emergency call-outs are indicated on the Extra/Over charges section. The final price will depend on the information the customer has supplied and the total cost of the rechargeable repair will depend upon the final work involved. The costs below include VAT. Customers will also be charged if false information is provided. Unblock drain Replace lock to external door (per lock) Replace lock to external door including Gain Entry for Lost Keys Renew garage lock including Gain entry Board up including reglaze follow on Replace glazing, per unit (Not including board-up) Replace UPVC door panel (this is the minimal charge for a standard panel) Replace external door (this is the minimal charge for a standard door) Clear blockage to internal waste Repair burst /Leaking pipework Attend and replace faulty electrical fitting All other repairs not in the list will be subject to final evaluation once the repair is complete (estimate on final screen in Keyfax) TBC Extra/Over charges for Emergency Repairs If the request is deemed a emergency in Normal Working Hours, the premium will be added to the request If the request is deemed an emergency outside of Normal Working Hours, the premium to be added to the request

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24 Appendix 5 Typical Chargeable Repairs for Leaseholders Type of repair Responsibility Rechargeable Other Information Repair allowed Boarding up broken windows Leaseholder Yes Covered by leasehold building insurance policy if Police incident number available Re-glazing windows Leaseholder Yes As above Internal Doors (damaged) Leaseholder No Replacing plugs and chains on Leaseholder No sinks, baths and basins Adapting doors to Leaseholder No accommodate carpets or flooring Forced entry because of lost keys Replacement locks because of lost keys Supplying/Fitting or repairing additional locks (including windows) Leaseholder (unless Door Entry system) Leaseholder (unless Door Entry System) Yes to communal doors Yes to communal doors Yes Front door and windows to properties covered by Leasehold Buildings Insurance if keys are lost or stolen As above Filling small cracks in plaster, or small gaps between skirting and floors Plumbing to washing machines, dishwashers etc Replacing batteries for doorbells and smoke detectors Repair due to unauthorised DIY/alterations Leaseholder Leaseholder Leaseholder No Yes - if leaking No Leaseholder may be charged for damage caused in a neighbouring Council property by escapes of water from their property Leaseholder Yes See para 2.1 above. Appendix 6 Appendix 5 24

25 Exemption from our Rechargeable Repairs Policy When we make a decision about collecting rechargeable repair debts we consider the vulnerability of our customers. There may be times when you think that your circumstances mean you are vulnerable and that should not have to pay for the repair. Your local Housing Manager or our Empty Homes Coordinator will investigate the information you provide. This information will then be passed to your Neighbourhood Manager or Empty Homes Estate Manager, who will make the final decision. Date: Name: Current Address: Former Address: Date you lived at former address: Reason for request of exemption of repair recharge: (Please list reasons and attach supporting documents) For Use by the Neighbourhood Manager/ Empty Homes Estate Manager Date of original application Date of initial consideration 25

26 Further Information requested? Yes/No List further documents requested Date further information received Information considered Decision made Reason for decision Date of Decision Signed - Area Housing Manager/ Empty Homes Manager Date Response letter sent 26

27 Appendix 5 Appeals Form If you would like to appeal against our decision to recharge you for a repair, please complete the form below. Your local Housing Manager or our Empty Homes Coordinator will consider the information you provide and let you know their decision. Date: Name: Current Address: Former Address: Date you lived at former address: Reason for appeal: (Please list reasons and attach supporting documents) 27

28 For Use by the Housing Manager/Empty Homes Housing Co-ordinator Date of original application Date of initial consideration Further Information requested? Yes/No List further documents requested Date further information received Information considered Decision made Reason for decision Date of Decision Signed - Housing Manager/Empty Homes Housing Co-ordinator Date Response letter sent 28

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30 Estate Officer Inspects Property Identifies Repair Required? Appendix 8 PROCEDURE: ESTATE MANAGEMENT (RECHARGES) Where Fair Wear & Tear Is Determined No Change For Repair Cause? Fair Wear & Tear Wilful damage or Neglect (Determined by Estate Officer Evidenced With Photographs) Schedule Task with Repairs Team Rechargeable? With Reference To Rechargeable Repairs Policy Document Estate Officer Advises Customer on Repair Options STH Carries Out Repair? No Alternative Source of Repair Yes Customer Agrees To Pay? No Raise Ticket Estate Officer Inspects Repair Yes Inspection Card Raised No Repair Acceptable? Complete Forms and Agree Payment Plan Letter of Confirmation Sent to Tenant Yes Advise Customer in Writing That Repair is Acceptable Pass Details to Income Team Acceptance Letter STH raise invoice Correspondence to Customer Advising of Costs 30

31 Surveyor Conducts Post Termination Inspection PROCEDURE: POST-TERMINATION SURVEYOR INSPECTION (EMPTY HOMES) Identifies Repair Required? Cause? Fair Wear & Tear Wilful damage or Neglect No Yes Rechargeable Repair? With Reference To Rechargeable Repairs Policy Document Report to Voids Team Recoverable? No Yes Voids Team Advise Finance Finance Initiate Recovery Action Raise Invoice 31

32 Surveyor Conducts Post Termination Inspection PROCEDURE: ESTATE MANAGEMENT (SURVEYOR) Identifies Repair Required? Cause? Fair Wear & Tear (No Change for Repair) Wilful damage or Neglect (Determined by Surveyor Evidenced With Photographs) Rechargeable? Schedule Task with Repairs Team No Yes Report Evidence to Voids Team With Reference To Rechargeable Repairs Policy Document No Forwarding Address? Yes Photographic Evidence Will Be Enclosed Voids Team Send Copy of Claim Letter & Evidence to Income Team Voids Team Send Claim Letter to Customer Claim Letter Income Team Raise Invoice in Task STC Finance Initiate Trace Customer Found? Yes Recoverable? STC Finance Initiate Recovery Task Invoice No No 32

33 Call to Fix-it PROCEDURE: CUSTOMER CONTACT CENTRE PROCESS Determine Call Type Not a Repair Handle Call Through Relevant Process Repair Call Diagnose & Identify Repair Type Not Rechargeable Rechargeable Inform of Charge Not Able or willing to pay Not an Emergency Not Vulnerable During Transfer to Strathmore Service Centre Willing to Pay Emergency Vulnerable Pay in Cash Log Job, Give Task Number, Advise of facility at Housing Office Offer 4Hr Job Log Job Arrange Appointmen t Pay By Card Take Payment to Housing (Omfax) End Call Disagree End Call Log Job and Make Appointment to Housing (CRM) Customer Pays at Cash M/C Agree Log Job. Arrange Call Out End Call Housing Office Arranges Appointment to Housing (Omfax) 33