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Managing Repairs & Maintenance Requests
Efficiently handling repairs and maintenance requests is a cornerstone of responsible property management in Wales. Prompt action ensures tenant satisfaction, preserves property value, and helps you comply with your legal obligations under the Renting Homes (Wales) Act 2016.
Establishing a Clear Reporting Process
The first step to efficient repair management is to make it easy for your contract-holders to report issues.
- Provide Multiple Channels: Offer various ways for tenants to report issues, such as email, a dedicated phone number, or an online portal/app. Email is often preferred for non-urgent issues as it provides a written record.
- Clear Instructions: Provide clear, concise instructions on how to report a repair, what information to include (e.g., description of the issue, photos/videos if possible, location within the property), and what to do in an emergency.
- Emergency vs. Non-Emergency: Clearly define what constitutes an emergency (e.g., gas leak, major water leak, no heating in winter) and the specific contact method for these situations.
Responding to Requests Promptly
Timely acknowledgement and action are crucial for tenant satisfaction and legal compliance.
- Acknowledge Receipt: Always acknowledge a repair request as soon as possible, ideally within 24 hours. Let the tenant know you've received their message and what the next steps will be.
- Assess Urgency: Prioritise repairs based on their urgency and impact on the tenant's health, safety, and comfort. Issues affecting "Fitness for Human Habitation" (FFHH) must be addressed swiftly.
- Communicate Next Steps: Inform the tenant about what you plan to do, such as arranging a contractor visit, ordering parts, or investigating the issue further. Provide an estimated timeframe if possible.
- Access for Repairs: Remember that under the Renting Homes (Wales) Act, you must give at least 24 hours' written notice before entering the property for repairs, unless it's an emergency and immediate access is required.
Engaging Qualified Contractors
Using competent and reliable tradespeople is essential for quality repairs and safety compliance.
- Verify Qualifications: For gas work, always use a Gas Safe registered engineer. For electrical work, ensure the electrician is qualified and registered with a competent person scheme (e.g., NICEIC, ELECSA).
- Check Insurance: Confirm that any contractor you use has adequate public liability insurance.
- Obtain Quotes: For non-urgent or larger jobs, get multiple quotes to ensure fair pricing and a clear understanding of the scope of work.
- Schedule Work: Coordinate directly with the contractor and the tenant to arrange a suitable time for the work to be carried out.
- Supervise/Follow Up: For significant repairs, consider inspecting the completed work to ensure it meets required standards. Always follow up with the tenant to confirm the repair was successful and they are satisfied.
Record Keeping and Documentation
Maintaining thorough records of all maintenance activity is vital for legal compliance, financial management, and future reference.
- Log All Requests: Keep a detailed log of every repair request received, including the date, time, nature of the issue, and the tenant who reported it.
- Document Actions Taken: Record all actions taken, including when contractors were contacted, quotes received, work scheduled, and completion dates.
- Store Invoices and Certificates: Keep all invoices from contractors, as well as safety certificates (Gas Safety, EICR) for the property.
- Communication Records: Save all correspondence related to repairs, including emails, text messages, and notes from phone calls.
- Why it's Important: Good record-keeping can be invaluable in case of disputes, insurance claims, or if you need to demonstrate compliance with legal obligations.
Preventative Maintenance for Fewer Repairs
While this page focuses on managing requests, remember that a proactive approach can significantly reduce the number of reactive repairs needed.
- Implement a Planned Maintenance schedule.
- Conduct regular Property Inspections to identify issues early.
- Educate contract-holders on their responsibilities for minor upkeep and how to use appliances correctly.
