Windows assurance table

Topic/Point                                                                           RAG

1

Ensuring it undertakes a risk assessment where appropriate based on the individual circumstances of the household, and the landlord being able to demonstrate it has recognised, responded and recorded its actions.

·       Window repairs fall under our repairing obligations within our repairs policy. This means that we aim to complete all window repairs within the timescales set within the repairs policy.

·       An assessment of the window repair will be conducted by either our technical surveying team, in-house repairs team, external repairing contractors or triaged by our Hub team. The aim is to ensure that the windows are safe and secure after each repair. Job details are logged onto our Housing Management system, Open Housing.

·       As with all repairs, if there are any individual circumstances that mean we need to take any reasonable adjustments then the team will work with the customer and look to formulate a plan taking their individual needs into consideration. This could include using the decants policy or assisting with being away from the property whilst works are undertaken.

R&M Manager

2

Ensuring appropriate expertise, including independent surveyors, are engaged and that the landlord’s actions in response to recommendations are reasonable, clear and consistent

·       Stock condition surveyors are capturing and assessing the condition of the windows to ensure a suitable placement on the planned investment programme.

·       Experience and competent Technical Surveyors employed to deliver a surveying service for minor and major works.

·       External surveying companies are used to provide an independent assessment on repairs and property condition. This is mainly used for disrepair cases, but we have contacts for companies to use if required.

·       For consistency, all repairs booked are raised with a timescale as detailed within our repairs policy of either 24hrs for emergency, 28-day routine or 90-day batch works (longer duration).

Investment Manager

&

R&M Manager

3

Ensuring decisions to defer repairs or respond with more limited repairs where major works are planned are reasonable, and are justified on the basis of the landlord’s obligations under the Landlord and Tenant Act, and not primarily on the basis of cost

·        Window repairs are being assessed and if major planned works are required then a plan is discussed between the Property Teams to identify the correct programme year for replacement and subsequent immediate repairs. The repairs team will aim to deliver a reasonable level of repair within our repair timescales to ensure the home is safe and secure until the replacement windows are installed.

·       We will always aim to update customers on our intentions around delivering essential repairs until a window programme is delivered.

R&M Manager &

Investment Manager

4

Ensuring information provided to residents on the operation of windows, especially where new windows have been installed, is clear, comprehensive and accessible

·        We are strengthening this area by:

·       Use of window manufacturer’s own literature and videos to be available for customers to view on Westward website.

·       Customers that have new windows installed will also receive training on the operation of the new windows along with top tips for maintaining the windows.

·       Window repairing contractors will be provided with a guide to discuss with customers around general maintenance of the windows. This will be discussed when window repair work is completed. This is in draft and expected to go out in October.

Investment Manager

R&M Manager