3.1 Responsive Repairs

3.1.1 This section is concerned with the access procedure to be employed with respect to Responsive Repairs Works both pre-and post the issue of a Certificate of Availability (Full Standard).

3.1.2 Wherever appropriate appointments will be made with the Tenant via the Helpdesk to undertake all such works. However it is anticipated that on arrival at the appointed time to some appointments the Tenant or other member of his household will not be available. In this instance a calling card will be left at the Dwelling, informing the Tenant that the Contractor called at the appropriate appointment time and that he is now required to contact the Help Desk to re-book an appointment and the job status will be amended in accordance with the following table.

Emergency	[3] hours	Leave card requesting Tenant to contact the Help Desk within 24 hours, job closed. If contact is made a further appointment is made and a new job raised.
Performance Priority 1	[1] Business Days	Leave card requesting Tenant to contact the Help Desk within 24 hours, job closed. If contact is made a further appointment is made and a new job raised.
Performance Priority 2	[3] Business Days	Leave card requesting Tenant to contact the Help Desk within 24 hours, job closed. If contact is made a further appointment is made and a new job raised.
Performance Priority 3	[7] Business Days	Leave card requesting Tenant to contact the Help Desk within 24 hours. A second visit is made and a further card left on the 3rd day requesting tenant to contact the Help Desk within 24 hours. If no contact is made job is closed. If contact is subsequently made a new job will be raised.
Performance Priority 4	[25] Business Days	Leave card requesting Tenant to contact the Help Desk within 7 days. A second visit is made and card left requesting Tenant to contact the Help Desk within 7 days. If no contact is made, job is closed. If contact is subsequently made a new job will be raised.
Performance Priority 5	[40] Business Days	Leave card requesting Tenant to contact the Help Desk within 7 days. A second visit is made and card left requesting tenant to contact the Help Desk within 7 days. If no contact is made, job is closed. If contact is subsequently made a new job will be raised.

3.1.3 Dates and times of delivery of calling cards and attempted access will be recorded by the Contractor and made available to Authority inspection on two Business Days's notice.

3.1.4 The Contractor will also provide a rolling schedule of Dwellings where no response to calling cards have been received.

3.1.5 Where any job is closed due to failure to gain access the Authority will be informed in writing in the monthly Payment and Performance Report and in such circumstances the Access Refusal shall not be added to the Access Refusal and Tenant Waiver Waiting List.

3.1.6 Where relevant the response and rectification periods are reset from the point of the report requesting the repair or maintenance where access is then gained.