Cabinet to discuss new Repairs and Maintenance Policy

Next week, Cabinet members will discuss Berneslai Homes’ new Repairs and Maintenance Policy which outlines responsibilities of both Berneslai Homes and tenants in making sure homes are well-maintained, safe, and in good repair.

The policy covers different types of repairs including responsive, out of hours, programmed, planned, and rechargeable repairs. It also outlines the permissions and approvals required for tenants to carry out improvements, alterations, or additions to their homes.

The repairs and maintenance of homes is a requirement of the Regulator of Social Housing, as set out in the new Safety and Quality Standard. Berneslai Homes is responsible for providing an effective, efficient, and timely repairs, maintenance, and planned improvements service.

We’ve worked closely with tenants to shape this policy. Through focus groups, tenants have shared their unique insights and perspectives, helping to make sure our approach is transparent, inclusive, and fit for purpose.

The policy explains how repairs should be reported to us, the timescales we work to, and our approach to communication with tenants. It confirms how jobs are categorised with priority given to issues that put someone’s safety, security, or health at risk. A comprehensive list summarises Berneslai Homes’ and tenants’ responsibilities along with helpful guidance on how these will be dealt with.

We’re also working hard to improve the housing stock by investing in energy efficiency works so homes are warm, safe, and comfortable, passing on direct benefits and savings to tenants.

Once approved, tenants will be able to read the full policy on our website. You can also let us know if you have a particular communication need by phoning 01226 787878 or emailing customerservices@berneslaihomes.co.uk

Any tenants awaiting a planned repair or programmed replacement can call us on 01226 787878 if you have any questions or if there are any changes to your circumstances, for example if your repair becomes more urgent.