8.3.5  Reactive Repairs

The Contractor will be expected to provide a reactive repairs service for all Dwellings, associated communal areas and external environs.  The Contractor is to promote this service and how it might be accessed in order to prevent defects existing for protracted time periods.

Reported repairs will often create failures that could result in Unavailability deductions in accordance with the Output Specification.  Where this is the case, response times are set out in Annex II.  In all other cases (i.e. where a building defect will not lead directly to an Unavailability deduction) repairs shall be treated in accordance with this section and Annex III.

In addition to general minor repairs covered under this section, the Contractor must ensure that each Dwelling meets the basic standards for decorative repair as set out in Annex X.

All reactive repairs not covered within Annex II and therefore falling under this section will be attended to and rectified in a period no longer than 35 days (achieving a monthly average of 28 days or better).  Temporary rectification, whilst permissible, will not extend these time periods.

In each and every case, the Contractor shall in the case of reported faults within apartments:

a)  Offer an appointment if either:

i.  The rectification period identified in the Availability Standards (as scheduled in Annex II) is longer than 1 day; or

ii.  The repair will not lead to an Unavailability deduction (i.e. it is not covered under Annex II).

b)  Regardless of the means of reporting the fault, confirm to the resident (either at the time of report or subsequently) the procedures for rectifying the fault.