Housing Repairs and Maintenance Policy

Residents were asked for their views on our Repairs and Maintenance Policy, which details how we will deliver a timely, high-quality, and customer-focused repairs service that adopts a right first-time approach, ensuring that homes are kept in good repair.

The policy was shared in two engagement sessions, as well as with various resident engagement groups, including the Tenant and Leaseholder Scrutiny Group and members of the Sandwell Community Information & Participation Service. 

Online consultation took place over a 4-week period, from February 5th to March 5th, 2025.

This consultation sought feedback on whether the policy is clear, whether respondents agreed with the aims of the policy, and whether respondents believed the policy to reflect the service in practise.

The consultation findings highlight broad support for the policy’s aims, while also underlining respondents concerns with the policy’s implementation, accessibility, and the council’s responsiveness to repairs.

While the majority of respondents support the policy's aims, respondents were sceptical about whether the council can deliver on them.

Concerns about accessibility were also raised, with respondents highlighting potential barriers for those with language difficulties, and those with limited digital access. The policy’s use of ‘plain language’ was praised, but there were calls for more accessibility support to ensure that all tenants can engage with the policy.

Respondents also told us that we need to be better at resolving damp and mould cases, that repairs timescales should be included in the policy, that all council staff must act in accordance with the policy, and that more information on Asbestos must be included in the policy. 

Responses have been carefully considered by the council and a consultation report has been produced. 

In response to resident feedback, we are developing a Damp and Mould Policy aimed at addressing these concerns in more detail. The policy will prioritise repairs for vulnerable residents. 

We will create a booklet that combines both the Repairs Policy and Tenant Handbook, which includes key performance indicators and service standards. 

We will deliver training on the new Housing Repairs and Maintenance Policy to all relevant staff, including Housing Officers and the Customer Service Team.

We will also conduct a review of language barriers online, in person, and in our policy documents. As part of the review, we will assess current online tools available for language support, identify gaps in language accessibility and develop a plan to implement additional resources or tools to address these gaps.