23rd June 2022
Falcon Housing Association C.I.C (FHA) is committed to ensuring that our homes are well-maintained, and that property maintenance is carried out in a timely and cost-effective manner to maximise the long-term life of our properties.
FHA do all we can to help with vulnerable supported living. We are a registered social landlord and have a duty to maintain every property on our roster to the highest possible standards, not just so our buildings last, but so they are properly suited to the needs of the people who live in them. After all, part of independent living relies on having the right property, in the best possible condition, with the right support in place. Here’s a closer look at how we work to maintain our properties and what you can expect for your own supported living accommodation.
FHA work with a national maintenance contractor for all repairs – Velway Property Management www.velway.co.uk
Responsive Repairs
These are repairs reported by or on behalf of a tenant, detailing something that is already present, but needs repairing or replacing.
Responsive repairs are split into three categories:
- Emergency Repairs: are works which, if not carried out, would pose an immediate threat to the health and safety of a tenant or third party, or to the structural integrity of
the building. FHA aim to have an operative attend to an emergency repair and make safe and to complete a full repair within 24 hours. - Urgent Repairs: are works which, if not carried out, would not pose an immediate risk, but would cause serious inconvenience to the tenant. This type of repair could develop into an emergency if left unaddressed. FHA aim to complete urgent repairs within 7 calendar days of reporting.
- Routine Repairs: These are repairs works that are not hazardous, and do not cause any serious inconvenience to the tenant but that may have an impact on the tenant’s use of the home if left for an extended period of time. FHA aim to complete routine repairs within 31 calendar days of reporting.
Property responsive repairs
Responsive repairs are split into three categories:
- Emergency Repairs: are works which, if not carried out, would pose an immediate threat to the health and safety of a tenant or third party, or to the structural integrity of
the building. FHA aim to have an operative attend to an emergency repair and make safe and to complete a full repair within 24 hours. - Urgent Repairs: are works which, if not carried out, would not pose an immediate risk, but would cause serious inconvenience to the tenant. This type of repair could develop into an emergency if left unaddressed. FHA aim to complete urgent repairs within 7 calendar days of reporting.
- Routine Repairs: These are repairs works that are not hazardous, and do not cause any serious inconvenience to the tenant but that may have an impact on the tenant’s use of the home if left for an extended period of time. FHA aim to complete routine repairs within 31 calendar days of reporting.
Raising a reactive repair
Responsive repairs may be reported via a variety of avenues, including:
- Telephone using the dedicated repairs number – (01827 300364)
- Email to the email address provided by FHA – FHAHelpdesk@velway.co.uk
- Face to face, email, or phone via their Housing Officer
- Post
Repairs may be reported directly by tenants themselves, or by their care providers and or advocate / family members.
For responsive repairs, our maintenance contractors will adopt a ‘Right First Time’ approach and endeavour to complete a repair on their first visit to the property. Where this is not possible, the operative will arrange a second appointment convenient for the tenant.
Raising an Emergency out of hours (reactive maintenance)
Emergency repairs can be reported 24/7, 365 days a year via the dedicated repairs line.
These are calls that pose a significant risk to the individuals we support, are deemed as business critical or present an immediate threat to the health and safety of any stakeholder.
These emergency repairs can be raised in the same way as reactive repairs.
Aids and Adaptations
FHA are committed to facilitating and supporting independent living, by approving alterations to meet the special needs of tenants to enhance their quality of life and, where appropriate, to enable them to remain in their current home.
Where a tenant is already residing in the property and their needs change, requiring aids and adaptations, it is the responsibility of the care provider to work closely with the tenant and Occupational Therapist (OT) to make an application for a Disabled Facility Grant from the Local Authority (LA). Once this is given approval, the care provider must submit a request to FHA so that FHA can agree to the works requested and keep a record of works completed.
Tenants will be responsible for:
- Any repair caused by neglect, misuse, wilful or accidental damage by a tenant, family member or visitor to the property
- Replacement of lost keys or a resultant change to locks to doors or windows
- Reporting any repairs that are the responsibility of FHA as soon as possible
- Purchasing and fitting new light bulbs or spotlights, other than communal or emergency light(s)
- The only light fittings that FHA will be responsible for are sealed units / bulk-head fittings and emergency lighting
- Any furniture that is not communal and/or supplied by FHA
- COSHH cupboard repairs/lock replacement / additional/new lock – the responsibility of CP
- Blinds or Curtains
- Fitting/hanging/replacement of curtain poles, tracks, batons, notice boards, pictures, or minor works to rectify holes made by these to the walls
- Batteries in smoke detectors /doorbells/heating controls / thermostats / carbon monoxide monitor / TV remote controls/ Fire Alarms / Door guards
- Toilet seats – whilst FHA will not send an engineer to replace a toilet seat, FHA will cover the cost up to a maximum of £15.00 per toilet seat directly to the tenant or Care Provider if a receipt is forwarded to us
- Pest Control
- Bulky Rubbish / additional waste disposal bin requirements
- Salt provision
Looking out for you
Whatever the situation, we will carry out your supported property maintenance or repair as quickly and safely as possible, keeping our tenants’ needs in mind at all times and working sensitively to avoid any disruption. Whether you’ve got a problem, want advice or are looking into supported living housing, our specialist team can help. With properties all over the country, we can find the right fit for you and help you live as independent a life as possible.
To speak to our team, please contact us at hello@falconha.org