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TAROE National Conference
Delivering excellent repairs and maintenance services
Steve Osborne
AgendaAgenda
IntroductionsIntroductions
Seeing the wood for the trees
Seeing the wood for the trees
What are local offers?
What are local offers?
What does an excellent landlord look like?
What does an excellent landlord look like?
What does an excellent repairs service look like?
What does an excellent repairs service look like?
What do you think makes an excellent repairs
What do you think makes an excellent repairs
service?service?
Getting the basics right!
Seeing the wood for the trees!
New regulatory framework Local offers Co-regulation NTV / Tenant scrutiny TSA to be ‘deleted’? Audit Commission disbanded Squeeze on finances
Future of Housing Inspection?
More demand / less supply?
What does the future hold?
TSA National Standards
Proposed standard Particular requirements
1. Tenant Involvement and Empowerment
Involvement and Empowerment Customer Service and Choice (including in relation to Equalities and diversity, and tenants with additional support needs) Complaints
2. Home Repairs and Maintenance Quality of Accommodation
3. Tenancy Agreement Allocations Rent Tenure
4. Neighbourhood and Community Anti-Social Behaviour Neighbourhood Management Local Area Cooperation
5. Value for Money Value for Money
6. Governance and Financial Viability Governance Financial Viability
TSA National Standards – Local Offers!
Proposed standard Particular requirements
1. Tenant Involvement and Empowerment
Involvement and Empowerment Customer Service and Choice (including in
relation to Equalities and diversity, and tenants with additional support needs) Complaints
2. Home Repairs and Maintenance Quality of Accommodation
3. Tenancy Agreement Allocations Rent Tenure
4. Neighbourhood and Community Anti-Social Behaviour Neighbourhood Management Local Area Cooperation
5. Value for Money Value for Money
6. Governance and Financial Viability Governance Financial Viability
Local Offers Annual report to tenants - Oct 2010 – in place by April 2011 Some services tailored to meet local residents needs - if you want them Applies to tenant involvement & empowerment, home, and
neighbourhood and community standards What is ‘local’? – whatever you want! Issues to consider:
Standards of performance How performance will be monitored, scrutinised and reported to tenants
(and others) What happens if local offers are not met (redress) Review arrangements
TSA National Standards
Proposed standard Particular requirements
1. Tenant Involvement and Empowerment
Involvement and Empowerment Customer Service and Choice (including in relation to Equalities and diversity, and tenants with additional support needs) Complaints
2. Home Repairs and Maintenance Quality of Accommodation
3. Tenancy Agreement Allocations Rent Tenure
4. Neighbourhood and Community Anti-Social Behaviour Neighbourhood Management Local Area Cooperation
5. Value for Money Value for Money
6. Governance and Financial Viability Governance Financial Viability
Home Standard – Repairs & Maintenance
Registered providers shall:
Provide a cost effective repairs and maintenance service to homes and communal areas that responds to the needs of, and offers choices to, tenants, and has the objective of completing repairs and improvements right first time
Meet all applicable statutory requirements that provide for the health and safety of the occupants in their homes
What does a 3 Star Landlord look like?
Excellent Response Repairs Service
What works well in the repairs &
maintenance?
What doesn’t work well in the repairs and maintenance service?
What is the one main issue you want to see
improved?
Final thoughts…
Has your landlord started developing local offers?
What do you want to see in your ‘local offer’ on repairs?
Focus on what makes an excellent repairs and maintenance service for you
![Rachmaninov - Preludes [Osborne]](https://img.pdfslide.us/doc/110x75/577cdc461a28ab9e78aa35a7/rachmaninov-preludes-osborne.jpg)
