Planned maintenance involves structured planning of replacement components in our homes. We consider the expected life of each component, and the replacement costs. This information helps us to determine the long-term investment needs for our homes and informs our Business Plan. It also forms the basis of our Planned Maintenance Delivery plans/programmes.
Planned maintenance involves work identified through our Asset Management System. Typical works include the replacement of:
- Bathrooms
- External doors
- Kitchens
- Roofing
- Windows
- Electrical heating systems
- Boilers
- Door entry systems
- Fire prevention remedial works
- External works
- Energy efficiency work
Our standards
- We will adhere to the council’s customer service standards
- We will keep accurate data on our homes
- We will promote a strong culture of safety and compliance
- We will deliver high quality and timely investment for our homes
- We will ensure all homes comply with the Decent Homes Standard wherever feasible
- We will maintain a strategic view of how our homes are performing
- We will support efforts to reduce carbon emissions
What you can expect from us
- Before the work starts we will send a letter detailing the following:
- Outline of the works intended
- Indication of the amount of time the work will take
- Point of contact
- Contractor appointed (where appropriate) and their contact details
- Approximate timescales for when the work will start
- If a survey is required this will be scheduled after the initial letter
- Works will commence as soon as possible after the survey
- When organising planned work, we will offer an appointment slot to suit you, wherever possible
- We will make two attempts to contact you and arrange access for any necessary surveys or checks:
- If the work involves Decent Homes standards or energy efficiency upgrades, a tenancy management officer will make a third attempt
- If we are still unable to gain access after these attempts, your home may be removed from the programme and you may not receive the improvement to your home, unless the work directly affects Decent Homes or retrofit requirements
- Where necessary, to finalise detailed arrangements before work starts in your home, either CBC or the contractor will carry out a pre-start visit to:
- Confirm that you understand how the work will be conducted and what, if any, preparations you will need to make before work commences. For example lifting or protecting flooring
- Discuss and provide advice on any issues or problems. For example depending on the time of year, or if there are elderly or young children or anyone with any medical equipment
- Record the condition of relevant furnishings and fittings before work starts in case there is a need to assess whether any damage has been caused because of the work
- Once we are ready to carry out planned or retrofit works, we will again make two attempts to gain access. If access is still not granted, a tenancy management officer will make a final attempt, since materials may have already been ordered or manufactured for your home. If we can’t access your home after these three attempts, your home may be removed from the programme and you may be charged for any wasted materials
- We will regularly inspect the work on site and monitor progress, collaborating closely with the contractor. You will be kept updated on progress and any changes to the schedule, helping to maintain trust and transparency. If you have any questions or concerns during the work, timely communication will allow us to address them quickly, making the process smoother
- We record the support needs of our customers and will use this information when planning work, contacting customers and working in a customer’s home. We will:
- Ask customers what support or adjustments are needed, recognising that this will vary depending on the nature of the work being undertaken
- Provide the support or adjustment requested in all cases where it is practical and reasonable to do so, in line with the Equalities Act
- Ensure that colleagues at all levels understand the scope of the service, our standards and repairing responsibilities
- Ensure a consistent approach to dealing with vulnerable customers with our contractors so that they can sensibly and sensitively prioritise work
- After the works, a final inspection will be conducted to make sure all work is completed and meets our quality standards. During this inspection, we will identify and ensure any minor issues or defects are fixed. We will review the works completed and make sure you know how to use any newly installed equipment and have received the relevant manuals or user guides
- We will update our Asset Management System with details of the recent work and share future servicing needs, such as for boiler or electrical heating replacements, with the relevant departments to include them in the cyclical maintenance programmes
- Works that require consultation under Section 20 with Leaseholders: (to expand)
- Customers will receive an initial letter outlining the works intended and S20/planning notice
What we ask from you
- Make sure you keep the appointments booked or, if you need to change it, to let us know well in advance
- Be considerate and respectful to Cheltenham Borough Council colleagues and contractors
- Not to smoke whilst our colleagues or contractors are working in your home
- Clear areas of belongings before any work starts
- Give our colleagues and contractors access to the work area
- Keep any children and pets away whilst work is being conducted
- Make sure there is an adult present throughout the duration of the work
- Notify us of any vulnerable residents living in the home and if adjustments to working times or practices need to be made
- Raise any concerns about the quality of the work being undertaken or if you have any concerns about the contractor that is carrying it out, to the council as soon as possible