Social Landlord Service: Rechargeable repairs policy

2. Our Service Standards

• we will operate a timely and effective repair service
• for continuity, the officer raising the recharge will stay the main point of contact for the tenant or leaseholder for any queries they have about the recharge
• we will be clear about why a repair is rechargeable and the cost of the recharge before the repair is ordered (unless it is an emergency, or the rechargeable repair is identified after the keys to a property are returned)
• we will be clear when a repair must be completed by the Council and not the tenant or leaseholder