Housing Service: Repairs and Maintenance Policy

Overview

This consultation is for Waltham Forest Council tenants, leaseholders and shared owners, living in council managed properties, and is about the repairs and maintenance service provided by the council. We know how important this service is to our residents and are committed to improving our services. We have reviewed our policy and would like to hear your views on it. The policy aims to provide a clear understanding about when residents can expect repairs to be done and the service they should receive.

The Housing Repairs and Maintenance Policy sets out the council’s approach to:

  • emergency and non-emergency responsive repairs within our residents’ homes and in communal areas

  • repairs that may be recharged to residents

  • planned works and cyclical maintenance

  • managing pest infestations

  • how we will support residents who are vulnerable or have exceptional needs

We’ve already heard from lots of residents about their experiences and have used this feedback to inform our draft policy and now we’d like to get your views on it. We would therefore greatly appreciate it if you could take a few moments to read the policy and complete our consultation survey as your input and insights are valuable in shaping the policy.

Please do not use this form to report repairs, to report a repair please call us on 020 8496 3000 or visit our website for more information.

Before completing the survey, please read the draft Housing Repairs and Maintenance Policy.

Consultation
Resident consultation will take place between Monday 13 January 2025 and Thursday 13 February 2025.

Overview

This consultation is for Waltham Forest Council tenants, leaseholders and shared owners, living in council managed properties, and is about the repairs and maintenance service provided by the council. We know how important this service is to our residents and are committed to improving our services. We have reviewed our policy and would like to hear your views on it. The policy aims to provide a clear understanding about when residents can expect repairs to be done and the service they should receive.

The Housing Repairs and Maintenance Policy sets out the council’s approach to:

  • emergency and non-emergency responsive repairs within our residents’ homes and in communal areas

  • repairs that may be recharged to residents

  • planned works and cyclical maintenance

  • managing pest infestations

  • how we will support residents who are vulnerable or have exceptional needs

We’ve already heard from lots of residents about their experiences and have used this feedback to inform our draft policy and now we’d like to get your views on it. We would therefore greatly appreciate it if you could take a few moments to read the policy and complete our consultation survey as your input and insights are valuable in shaping the policy.

Please do not use this form to report repairs, to report a repair please call us on 020 8496 3000 or visit our website for more information.

Before completing the survey, please read the draft Housing Repairs and Maintenance Policy.

Consultation
Resident consultation will take place between Monday 13 January 2025 and Thursday 13 February 2025.

  • Housing Service: Repairs and Maintenance Policy survey

    Why are we seeking your views?
    This consultation aims to ensure that our policy is effective in supporting us to address repairs and maintenance issues in residents’ homes. We want to hear your thoughts on whether the policy is clear, meets your expectations, and if there are areas for improvement.

    What do we hope to achieve?
    Through this consultation, we aim to:

    • Ensure that the Repairs and Maintenance policy reflects the needs of residents.
    • Identify areas of the policy that may require clarification or improvement.
    • Ensure the policy offers enough information about how we will support residents who are vulnerable, have health conditions or disabilities

    Your input will directly influence the final version of the Repairs and Maintenance policy, ensuring it aligns with the experiences and needs of our residents.

    When completing the survey:

    • please do not include any personal information in your answers.- for example name, address, phone number, email
    • please do not use this survey to report a repair

    If you need to report a repair please call us on 0208 496 3000 or visit our 'Report a repair' website page for more information. 

    Take Survey