The new category has been unveiled in a repairs policy co-produced with residents and backed by the council’s Cabinet last night (17 September 2024).
It explains how the council will deliver effective, efficient and timely repairs and maintenance while providing value for money.
The new Responsive Repairs Policy aligns with the council’s far-reaching Housing Services Improvement Plan, which includes significant investment to overhaul the repairs service.
The repairs service will attend urgent problems, such as replacing an extractor fan or partial water heating failure, within seven calendar days when the category is introduced in March 2025. Current timescales for responding to emergency repairs (24 hours) and priority cases (28 days) remain the same.
Cllr Sarah Williams, Deputy Leader and Cabinet Member for Housing and Planning, said:
We are committed to ensuring that our 20,000 tenants, leaseholders, and their families live in safe, well-maintained homes where they can thrive.
We know we need to improve, and this new policy is a crucial step in transforming landlord services, setting clear standards for our repairs and maintenance service.
Its development has been shaped by the insights and experiences of our residents, who I want to thank for their contributions.
Their involvement ensures the policy reflects the real needs of our communities and supports our commitment to resident engagement and co-creation in all aspects of housing services.
Leaks will be treated as emergency repairs, with the aim to visit the property, inspect the damage and repair affected areas if needed within 24 hours.
A new policy to help tenants and leaseholders with vulnerabilities access services is included to ensure the council provides the right kind of support.
The guide helps the council meet the Social Housing Regulator’s standards for safety, quality, and accountability.
It was co-produced with tenants and leaseholders, particularly through the input of the Residents' Repairs and Maintenance Continuous Improvement Group and adheres to the principles of the Haringey Deal by empowering individuals and communities.
