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Proposed Repairs and Maintenance Policy

Contents

Introduction

Bassetlaw is the northern most district of Nottinghamshire.  It is predominately rural, with four towns, Worksop, Harworth, Tuxford and Retford.  Bassetlaw District Council (Bassetlaw District Council) is responsible for local services, including housing, and Nottinghamshire County Council is responsible for the ‘wide area’ services, including education, social services and public transport.

This document sets out the Bassetlaw District Council Housing Service policy for the delivery of a high quality and value for money housing repairs service.

It covers all areas with respect to the repair and maintenance of Bassetlaw District Council Housing Service housing stock (excluding void properties).

The development of this policy was undertaken by involving, and in consultation with, Bassetlaw District Council tenant representatives, locally elected council members and staff, all with an interest in the delivery of the repairs service.

This document has been written to work in conjunction with the Tenancy Agreement.

                                                                         
Policy objectives and values

The success of this policy is determined through the application of Bassetlaw District Council ‘s Corporate Plan Ambitions linked to the Housing Service, which are:

  • Ensuring that Bassetlaw District Council’s housing stock is safe and well maintained. 
  • Being accountable to tenants and treating them with fairness and respect. 
  • Taking a proactive approach to managing neighbourhoods and supporting our residents.
  • Ensuring that the Housing Service fully complies with the Regulator for Social Housing’s Consumer Standards.

As a Council, Bassetlaw District Council has identified shared values which help them to work together to deliver the best services for communities. Bassetlaw District Council’s shared values are: 

  • Together we can do more 
  • Everyone Counts 
  • Open and Honest 
  • Aspirational / Ambitious 
  • Service Excellence

                                                   

Policy purpose

This policy provides guidance to staff, tenants and residents, and other stakeholders on the management and delivery of the repair and maintenance service.

It ensures that Bassetlaw District Council Housing Service meets its statutory and regulatory responsibilities, contractual responsibilities as defined by the tenancy agreement and outlines the landlord responsibilities of Bassetlaw District Council Housing Service and the responsibilities of tenants.  

It aims to ensure that Bassetlaw District Council Housing Service delivers a tenant focussed, efficient and effective service offering value for money, transparency and the right customer experience.

The purpose of the repairs service has been established in conjunction with Bassetlaw District Council tenant representatives, locally elected council members and staff, and is: 

‘To complete quality repairs, by competent tradespeople, with the right materials, at the agreed time.’

This is the focal point of service design and delivery.

 

Policy scope

This policy ensures that all properties in the ownership of Bassetlaw District Council Housing Service are:

  • Of good quality, well maintained and safe
  • Kept in a structurally sound condition
  • Warm and dry
  • Meeting all legal requirements
  • Complying with obligations outlined in the tenancy agreement

This policy ensures that in the delivery of the repair and maintenance service, Bassetlaw District Council Housing Service will:

  • Enable repairs and maintenance issues to be reported easily
  • Have set timescales for the completion of repairs and maintenance and communicates them to tenants
  • Keep tenants informed about repairs with clear and timely communication

This policy only applies to tenanted properties and does not include any that are void. Repairs to void properties are covered separately.

This policy covers Bassetlaw District Council Housing Service and tenant responsibilities for the completion of repairs in the following areas:

  • Emergency repairs
  • Urgent repairs
  • Non urgent repairs
  • Programmed repairs
  • Planned repairs
  • Out of hours repairs
  • Bassetlaw District Council Housing Service responsibilities
  • Tenant responsibilities
  • Rechargeable repairs

Repairs and maintenance responsibilities for leasehold properties, are outlined separately in individual leasehold agreements.

 

External agencies

Bassetlaw District Council Housing Service may also manage properties owned by other social landlords and private landlords.

Repairs to these properties shall be carried out in accordance with the specific particulars of the signed agreement with the Landlord.

 

Definitions

Landlord (or social landlord): For the purpose of this policy, the landlord is Bassetlaw District Council Housing Service. 

Tenant: For the purpose of this policy, it applies to Bassetlaw District Council tenants, and leaseholders in respect of common areas, only. 

Tenancy: A contract between a landlord and tenant where the tenant has exclusive possession of designated premises in return for payment of rent.

Tenancy agreement: Must be in writing and signed by both the landlord and tenant, including details such as names of the parties, address of the premises, amount of rent and duration of tenancy.

 

Legislation, regulation and Awaab’s Law

Legislation

In implementing this policy Bassetlaw District Council Housing Service will ensure that it meets its statutory and legal responsibilities as a landlord to keep its homes well maintained and safe for tenants, their families and visitors. Please see Appendix 1 Repair and Maintenance Policy- relevant Legislation, Regulation and Awaab’s Law.

Regulation

In implementing this policy Bassetlaw District Council Housing Service will ensure that it meets its regulatory duties and responsibilities as a landlord, in accordance with the Regulator of Social Housing (RSH) consumer standards, to provide services and quality homes that are safe, decent, and free from hazards. Please see Appendix 1 Repair and Maintenance Policy - relevant Legislation, Regulation and Awaab’s Law.

Awaab's Law

Awaab’s Law came into force on 27 October 2025, to improve safety and accountability in the social rented sector. Bassetlaw District Council Housing Service will ensure that it meets its statutory and regulatory duties and responsibilities as a landlord in complying with this law. Please see Appendix 1 Repair and Maintenance Policy - relevant Legislation, Regulation and Awaab’s Law.

 

Bassetlaw District Council responsibilities

Bassetlaw District Council Housing Service is responsible for the structure, exterior, services, fixtures and fittings, and any relevant communal areas, including: 

  • Roofs, chimneys, walls, ceilings and floors. 
  • Windows, external doors and staircases.
  • Drains, soil and waste pipes, gutters, fall pipes and external pipes.
  • Essential services, such as water, gas, and electricity supply systems.
  • Gas pipes, boilers, and heating and hot water systems.
  • Electrical wiring and installations.
  • Bathroom and kitchen fixtures including sinks, baths, wash-hand basins, toilets and internal pipes.
  • Internal plastering and external rendering.
  • Investigating and fixing damp and mould issues.
  • Smoke alarms and carbon monoxide alarms provided by Bassetlaw District Council Housing Service. 
  • External decoration.
  • Communal areas such as hallways, stairways and shared spaces including associated lifts, door entry systems, shared television aerials, shared lighting and fire detection/prevention systems.
  • Access and perimeter paths to properties only.

Bassetlaw District Council Housing Service will maintain fixtures and fittings (at the time of letting) unless they have been installed by a tenant, with or without permission.

 

Tenant Responsibilities

Tenants have a responsibility to take care of their home and keep it in good condition, as follows:

  • Report the need for repairs to Bassetlaw District Council promptly, including problems with other homes causing damage to the home.
  • Allow Bassetlaw District Council access to carry out repairs. A standard charge of £50 shall be levied against any tenant should Bassetlaw District Council attend and not be allowed access, or the work is refused despite having had prior notification. The charge will not be levied where tenants have given a reasonable 24 hour notice of cancellation.
  • Keep the home clean and tidy and ensure a safe environment for Bassetlaw District Council employees and contractors to work in.
  • Keep the exterior of the home within the boundary in good order. 
  • Use fixtures and fittings properly and not cause deliberate or negligent damage. This includes family, relatives, friends and pets either living at, or visiting the home.
  • Repair and maintain their own installations (for further information refer to section - Tenant Improvements and Alterations).
  • Ensure adequate ventilation to avoid condensation.

Tenants have a responsibility to undertake some minor repairs as follows:

  • Bath panel repair and renew (unless damaged by a contractor whilst gaining access to carry out repairs).
  • Clothes airer or rotary dryers (except where a tenant has a specific need or requires a reasonable adjustment).
  • Coat and hat hooks or rails.
  • Curtain rails or battens.
  • Cylinder jackets.
  • Decoration (internal).
  • De-scaling of baths, WC’s or wash-hand basins.
  • Door (external - knockers, bells, chains, [unless fitted when high- performance door renewed], bolts and numbers).
  • Door (external [repainting of external door and frame; other than via pre-paint programme]).
  • Draught excluder (installing or renewing existing).
  • Drives, paths other than access and perimeter, paved areas and hard standings (where the tenant has created their own paved, concrete or tarmacadam area then this will be their own responsibility).
  • Electric fittings and appliances installed by a tenant (Bassetlaw District Council will make safe where necessary and recharge the tenant).
  • External porch or secondary door. Where the tenant has erected a second external door to enclose an area or to form a porch (the only exception is if the porch has been left in situ at the point of the property being void and has been adopted by Bassetlaw District Council).
  • Extensions (any structure built by a tenant with/without approval).
  • Floorcoverings (unless provided by Bassetlaw District Council).
  • Fittings (small fittings around the dwelling).
  • Fuses and resetting trip switches (except where a tenant has a specific need or requires a reasonable adjustment).
  • Gate (hinges and latches [excluding metal gates]).
  • Hard-standing (where constructed by a tenant).
  • Internal door (all repairs or replacement – excludes frames and internal fire doors).
  • Keys lost, includes garage keys, door locks (otherwise recharge) (except where a tenant has a specific need or requires a reasonable adjustment).
  • Light-bulbs (including fluorescent tubes, strip-lights). (Except where a tenant has a specific need or requires a reasonable adjustment).
  • Pipe (internal blocked).
  • Pipe - internal frozen (excludes solid-fuel heating systems) unless exceptional weather conditions are identified.
  • Plastering to walls and ceilings (small holes and cracks).
  • Plug & chain for sinks, wash-hand basins and baths.
  • Plug (electric).
  • Radiator valve top (renewal).
  • Re-glazing (internal).
  • Re-glazing of window and door (recharge, except where a crime/incident number is provided).
  • Sanitary ware (cleaning or de-scaling of any item).
  • Shed or garden fixtures (repair or replacement unless installed by Bassetlaw District Council).
  • Shelving.
  • Shower-head (de-scaling).
  • Smoke alarm and batteries (if battery operated).
  • Tap (mixer tap if provided by a tenant).
  • The installation of washing machines, dishwashers and tumble driers. Includes waste, supply pipes and vents. Please note – where Bassetlaw District Council has installed a new kitchen as part of a Major Improvements Programme, they will be responsible for the re-fixing of the appliance.
  • TV (individual aerials, satellite dishes or broadband [not communal aerials]).
  • Vents (hit and miss air vents - excluding gas vent).
  • Wall tiles (individual wall tiles to wash hand basins and kitchen sinks only. Not baths and showers).
  • Waste-pipe (re-fix or loose external waste-pipe, applies to ground floor only).
  • WC seat (except where a tenant is a senior citizen or vulnerable).

Where necessary, Bassetlaw District Council will make reasonable adjustments to the above to meet peoples diverse needs in accordance with Bassetlaw District Council’s Reasonable Adjustment Policy (see Equality, Diversity and Inclusion section).

Bassetlaw District Council’s Tenancy Agreement (and Tenants Handbook) further explains the range of tenant responsibilities.

 

Reporting Repairs

Tenants and customers can report repairs 24 hours a day, 365 days a year.

To report repairs, tenants and customers can report them via the online repairs tool available on the website www.bassetlaw.gov.uk/council-housing/repairs-home-improvements/ and by creating an online account via the portal, or by calling Bassetlaw District Council Housing Service Contact Centre on freephone 0800 590 542 between 8am and 5pm, Monday to Friday. The same number is also used to report emergency repairs outside of these hours.

Emergency Gas Repairs should be reported to Bassetlaw District Council Housing Service’s gas contractor calling 0800 083 3743.

When tenants and customers report repairs the Bassetlaw District Council Housing Service will confirm:

  • Name, address and telephone number.
  • The nature of the repair and may ask for photographs where appropriate to help with repair diagnosis.
  • Convenient access times for both parties.
  • The priority of the repair.
  • Any special needs or requirements that Bassetlaw District Council Housing Service needs to cater for. 

Once a repair has been reported, appointments are offered at a mutually convenient time on a morning or afternoon basis. Time slots are also available between 9.30am and 2.30pm to avoid the school run, where required by a tenant.

Out of hours appointments can be offered on a Tuesday or Thursday evening (last appointment being 6.30pm) or on a Saturday morning (last appointment being 10.30am).

Appointments will be confirmed to tenants by text at the time of arranging the appointment and the day before the repair is carried out. Texts will contain the order number to assist future enquires by tenants.

Where a tenant or customer fails to provide access on the appointed date and time, a cancellation card will be left giving the date, time, the reason why the Bassetlaw District Council Housing Service officer could not access the property, and what to do to re-arrange the appointment. In some instances where there is a hazard, Bassetlaw District Council Housing Service will rearrange another scheduled appointment, which may be subject to an appropriate charge.

 

Repairs Categories

Emergency – Within 24 hrs

Where a situation poses an immediate danger to either the occupants or public, or if left unattended could cause serious damage to the building, a same working day response will be initiated, and the target to make safe or complete these repairs is within four hours of acknowledgement of the repair by the Repairs Contact Centre.

This may involve either making the situation safe or carrying out a repair. However, a judgement will be made after assessing the circumstances at the time of the visit.

Where there is a risk to health and safety (but no immediate danger to the occupants, public or property) either make safe work or repairs will be completed within one working day/24 hours of acknowledgement of the repair by the Repairs Contact Centre.

This category includes ‘Right to Repair’ repairs that should be carried out within one working day. (See ‘Right to Repair’ scheme section within policy).

Urgent – Within 3 working days

These are works that need to be carried out quickly to overcome serious inconvenience and damage to the property. The target to complete all urgent repairs is within three working days of acknowledgement of the repair by the Repairs Contact Centre.

This category includes ‘Right to Repair’ repairs that should be carried out within three working days and within seven working days. (See ‘Right to Repair’ scheme section within policy). This means that ‘Right to Repair’ repairs that should be completed within seven working days will be completed within three working days.

Non-Urgent – Within 30 working days

These are non-urgent repairs that will not cause damage to the property. Some of these repairs may require items to be measured and materials ordered. The target to complete all non-urgent repairs is within 30 working days of acknowledgement of the repair by the Repairs Contact Centre.

Programmed Repairs – Within 13 weeks

This category is for individual items which through assessment have been identified as a risk to Health and Safety or Security if not repaired or replaced in the short term. Usually of a higher cost and in many cases requiring specialist contractors or materials to be manufactured. These works require programming. The target to complete all programmed repairs is within 13 weeks of acknowledgement of the repair. 

Planned Repairs – Within 52 weeks

This category is for annual planned maintenance, for replacement of large or other specialist works that are of a non-urgent nature and pose no short-term health and safety or security concerns. Through planning into areas and batching items of similar works together, greater value for money and use of resources can be achieved. The target to complete all major planned works is within 52 weeks.

Out of hours repairs (Call outs) – Within 4 hrs

Where a situation outside of normal working hours poses a health and safety or security risk, or danger to either the occupants or public, or if left unattended could cause serious damage to the building, an out-of-hours response will be initiated.

This may involve either making the situation safe or carrying out a repair. However, a judgement will be made after assessing the circumstances at the time of the visit.

The target response time is within 4 hours of acknowledgement of the repair by the Out of Hours Repairs Contact Centre.

Where an imminent hazard is identified or to meet a particular need, Bassetlaw District Council Housing Service may prioritise to a response time of 2 hours. 

Flexibility and discretion may be exercised on occasions in terms of what out of hours work can be undertaken depending on individual circumstances and need. 

Any necessary future repair work will then be arranged and appointments made for an appropriate working day.

NB: For details of work and repairs included in each category, see Appendix 2 Bassetlaw District Council Housing Repairs by Category. Repairs in bold fall within the ‘Right to Repair’ scheme. For ‘Right to Repair’ see following section.

 

Tenant's 'Right to Repair'

The ‘Right to Repair’ scheme is a legal right for social housing tenants (those in council or housing association homes) to have qualifying repairs completed within a specific timeframe, where if not attended to within agreed timescales, could put at risk the security or health and safety of the tenant.

The ‘Right to Repair’ scheme covers small urgent repairs costing a maximum of £250 and does not apply to damage caused by the tenant. 

Where qualifying urgent repairs are not completed within a specific timeframe, tenants are entitled to compensation. For further information please refer to Bassetlaw District Council Housing Service Remedies and Compensation Procedure.

How long do repairs take under the scheme? 

This depends on the urgency of the repair. However, times are set by law and not by Bassetlaw District Council Housing Service. All work has to be carried out within one, three or seven working days.

Repairs should be carried out within one working day if:

  • There is no water or electricity
  • There is no gas, or the supply is reduced
  • Windows or doors are not secure (e.g. following a burglary)
  • There is a leak from a pipe, tank or cistern
  • The flue to an open fire or boiler is blocked
  •    The heating or hot water is not working between 30th September and 30th April
  • The sewage drain or soil stack is blocked (or there is only one toilet, and it cannot be flushed)
  • Electrical lighting or other fittings are unsafe

Repairs should be carried out within three working days if:

  • There is partial loss of water or electricity
  • The heating or hot water is not working between 30th April and 30th September
  • A sink, bath or basin is blocked
  • A tap cannot be turned
  • There is a loose banister or handrail, or rotten wood on the floor or stair treads

Repairs should be carried out within seven working days if:

  • The roof is leaking
  • A door entry phone is not working
  • An extractor fan is broken

When tenants report a qualifying repair, Bassetlaw District Council Housing Service will:

  • Tell them how long it should take to fix the problem
  • Explain their rights under the ‘Right to Repair’ scheme
  • Give them the contact details of the in-house team who will complete the repair

What is tenants are not home when the contractor arrives?

If tenants are not home at the arranged time to provide access for the in-house team, the repair work will be cancelled, and tenants will need to report the repair again.

What is the repairs are not done in time? 

If the in-house team does not attend to complete the work by the last day of the agreed time limit, tenant’s should contact Bassetlaw District Council Housing Service who will arrange for another approved contractor to complete the work. 

Are tenants entitled to compensation for any delays?

If the second contractor does not complete the repairs by the agreed time limit, tenants will normally be entitled to £10 in compensation. For every extra day they wait, they will get another £2, up to a maximum of £50.

If tenants have any rent arrears, the amount will be deducted from their arrears rather than being paid directly to them.

Financial compensation will not be due if tenants have: 

  • Failed to inform Bassetlaw District Council about works required to the property. 
  • Acted in a way resulting in the property falling into disrepair.
  • Damaged the property.
  • Delayed works being carried out to the property either by restricting access or postponing appointments.

For further information please refer to Bassetlaw District Council Housing Service Remedies and Compensation Procedure.

 

Disrepair

Disrepair in social housing refers to when a rented property falls below safe, healthy, or habitable standards due to damage, neglect, or failure to carry out necessary repairs. It covers issues that make a home unsafe, unhealthy, or unsuitable for tenants to live in, and landlords (such as councils or housing associations) have a legal duty to fix them.

Examples of disrepair include:

  • Damp, mould, or leaks
  • Broken heating or hot water systems
  • Unsafe electrical wiring or gas supply
  • Structural problems such as rotten floors, leaking roofs, or insecure doors/windows
  • Blocked drains or toilets

Where Bassetlaw District Council receives a disrepair claim from a tenant, the claim will be investigated, and any necessary work will be carried out in line with this Policy and the Disrepair ‘Pre-action Protocol for Housing Conditions Claims (England)’. 

Pre-Action Protocol for Housing Conditions Claims (England) – Civil Procedure Rules – Justice UK

 

Damp, mould and condensation

Bassetlaw District Council Housing Service is committed to providing safe, warm and dry homes for all tenants and residents. It recognises the importance of preventing and addressing damp, mould and condensation issues. Its approach is guided by the Bassetlaw District Council Landlord Compliance, Damp and Mould Policy, which details the procedures for managing reports of these concerns. The policy aims to raise awareness and outlines the proactive measures to resolve and prevent damp, mould and condensation in its properties.  For more information, please refer to the policy.

 

Equality, Diversity and Inclusion

Bassetlaw District Council Housing Service ensures equal and fair access to services for all its tenants who are at most risk (vulnerable) or have individual needs due to their or their household’s circumstances and will endeavour to provide an enhanced service to meet those needs and risks.

For the application of this policy the following definition of people at risk, having individual needs or vulnerability will be applied:

‘An individual or household in need of special care, support, or protection because of a risk of abuse, neglect, harm or exploitation. This can be due to age, disability, or experiencing difficulties with everyday living on account of financial, educational, health, employment, learning, language, behavioural, family, social or other circumstances, and lacking abilities and/or resources to cope with these difficulties.’

In certain instances, and in accordance with individual or group needs and risks, Bassetlaw District Council may make reasonable adjustments to the repairs service it provides by:

  • Providing information and communicating in alternative formats.
  • Adjusting the urgency and priority category of a repair to meet the needs of particular user groups and individuals and to meet health and safety or security issues.
  • Providing appropriate assistance or guidance for tenants in carrying out repairs that are the tenant’s responsibility.
  • Providing appropriate assistance for tenants in carrying out repairs that are of a rechargeable nature or carry out the work and waive the charges where necessary.
  • Ensuring that an appropriate Bassetlaw District Council Officer is present when repairs are carried out, where this is necessary.

For further information, please refer to Bassetlaw District Council’s Reasonable Adjustment Policy and Bassetlaw District Council Housing Service’s Tenancy Agreement.

 

Mutual Exchange

Before any exchange takes place, a Bassetlaw District Council Housing Service officer will visit the property to check for any repairs that are the tenant’s responsibility.

Any identified repairs that are the tenant’s responsibility must be completed by the tenant before the exchange is granted.

Both Gas and Electric checks, where applicable, will be carried out. 

Any faults identified during the checks and giving concern on health and safety grounds will be repaired by Bassetlaw District Council Housing Service. However, if they are found to be through tenant abuse or neglect, this will result in a recharge which must be paid by the outgoing tenant.

Properties are accepted as seen. Any large scale works such as full kitchen and bathroom replacements will not be completed following a mutual exchange, until they become due as part of the Housing Capital Investment programme. Responsive repairs will be carried out using normal processes as outlined in this policy. 

For further information please refer to Bassetlaw District Council Housing Service Mutual Exchange procedure.

 

Compensation

Bassetlaw District Council Housing Service tenants may receive compensation, regardless of whether they are introductory or secure tenants. In some cases, leaseholders may also be entitled to compensation.

Bassetlaw District Council will take a fair, equitable and consistent approach towards compensation and remedies. Compensation and practical remedies may be offered in the following circumstances:

  • Failure to complete works within the ‘Right to Repair’ criteria
  • Home loss and disturbance allowance
  • Improvement works (for further information refer to section Tenant Improvements and Alterations)
  • Service failure, including where tenants have experienced unreasonable delay or a sub-standard service, been provided with inadequate information or experienced a loss of facilities or use of all or part of their home. 

Compensation may be offset against rent arrears only in a case of a ‘right to repair’ claim.

Please note that Bassetlaw District Council Housing Service will not pay for damage caused in the following circumstances:

  • Unavoidable disturbance to decoration while undertaking emergency or responsive repairs.
  • Damage caused by lifting floor coverings, e.g. laminate, linoleum or foam-backed carpets.

Bassetlaw District Council Housing Service cannot be held responsible for the replacement of tenants’ personal belongings and furnishings. Tenants must ensure they have adequate contents insurance.

Tenants can begin a claim for compensation by contacting Bassetlaw District Council on 0800 590 542 and requesting a form.

For further information please refer to Bassetlaw District Council Housing Service Remedies and Compensation Procedure.

 

Standard charges and rechargeable repairs

Standard Charge for Misuse of Emergency and Out of Hours Services

A standard charge of £50 shall be levied against any tenant should Bassetlaw District Council Housing Service attend an emergency repair within normal working hours, or outside normal working hours (via the out of hours emergency service), where a tenant has requested this and the works are subsequently identified as being of a non-urgent nature. In such instances, no works will be carried out at the time of the visit.

The operative will only inspect, take measurements (if required) and report back for the works to be programmed accordingly within the correct repair category.

Standard Charge for Refusal of Work

A standard charge of £50 shall be levied against any tenant should Bassetlaw District Council attend and not be allowed access, or the work is refused despite having had prior notification. The charge will not be levied where tenants have given a reasonable 24 hour notice of cancellation.

Rechargeable Repairs

Any damage or misuse resulting in the replacement or repair of items caused by the tenant, family or visitors not detailed under the section in this policy headed Tenant Responsibilities, shall be recharged. This includes damage caused by the Police when a warrant has been granted and they force entry into a Bassetlaw District Council Housing Service tenanted property. Rechargeable Repairs include, but is not limited to the following areas:

  • Access (gaining access to property when tenant locked out or lost keys)
  • Boarding up of premises following tenant or third-party damage
  • Damage to fencing
  • Fuses and RCD trips (resetting of these and on subsequent call outs [within 10 days] caused by tenants own appliances)
  • Gas escapes to non-council appliances
  • Glazing to any elevation if caused by damage
  • Gulley (keeping gullies free of leaves and debris)
  • Key (replacement of lost key(s))
  • Pipe (unfreezing of internal pipes [unless following exceptional weather conditions])
  • Water system (drain down and refill)
  • Window casement arms, catches and fasteners if damaged by tenant.

Where Bassetlaw District Council Housing Service is to recharge tenants for repair work they will:

  • Advise tenants at the time they report the repair
  • Advise tenants of the estimated cost of carrying out the repair
  • Ask tenants to sign a recharge form agreeing that they are responsible for the work and agreeing to the estimated cost they will be invoiced for. This will be in advance of any works being completed, except for works considered to be of a health and safety or security nature. 
  • VAT is charged to the full value of the invoice.

Where tenants are at most risk (vulnerable) or have individual needs due to their or their household’s circumstances, charges may be waived as per this policy section Equality, Diversity and Inclusion.

Paying for rechargeable work

When tenants have been sent an invoice, payments can be made by card or cheque (payable to Bassetlaw District Council) at: 

Worksop Office 
Queen’s Buildings, Potter Street, Worksop 
Monday to Friday 9.00am to 5.00pm 

Retford Office 
17B The Square, Retford 
Monday to Friday 9.00am to 5.00pm 

Direct Debit 
Contact Revenue Services 01909 533412 for further information. 

Credit / Debit Card Payments 
If tenants wish to pay using a debit or credit card, contact Bassetlaw District Council’s auto-payment line 01777 713 684. 

Note: Payments must be made within 30 days of the date of the invoice 

If tenants cannot pay the whole bill at once they may be able to pay the bill in instalments. If this is the case, contact the Debt Recovery Team at Bassetlaw District Council, Queen’s Building to make payment arrangements.

Where tenants dispute or disagree with the invoice

They should contact Bassetlaw District Council Housing Service Repairs Team on Free phone number 0800 590542, or the Debt Recovery Team at Bassetlaw District Council, Queen’s Building, 01909 533533.

The matter will be investigated within five working days and tenants will receive a formal reply to the enquiry.

If tenants are still dissatisfied with the reply they should contact Bassetlaw District Council Housing Service Customer Experience Team on the Free phone number 0800 590 542.

Where rechargeable work invoices have not been paid by the tenant

Any failure to pay an invoice may be determined as a breach of the tenancy agreement and Bassetlaw District Council Housing Service may take action, which can include: 

  • Court Action 
  • Use of a Debt Collection Agency 

Please note: Owing money in connection with a tenancy will affect tenants’ Right to Buy, Right to Transfer and they will not normally be considered for rehousing until all debts to Bassetlaw District Council are cleared in full.

 

Tenant Improvements and Alterations

Whilst tenants have a right to make improvements and alterations to their home, written permission must be obtained from Bassetlaw District Council Housing Service before commencing any work.

Any improvements and alterations, and subsequent future repairs and maintenance to them, are the responsibility of the tenant. However, in exceptional cases Bassetlaw District Council may carry out some repairs and maintenance and recharge the tenant. This will be done within a reasonable period of time, and not to the detriment of Bassetlaw District Council, for example Bassetlaw District Council not having to delay or reschedule its own repair work for tenants.

Further detail and clarification can be found in Bassetlaw District Council Housing Service’s Tenancy Agreement - Improvements and Alterations.

Tenants may be able to claim compensation for some improvements they make, at the end of their tenancy, providing the improvement is considered a ‘qualifying improvement’. Prior permission from Bassetlaw District Council Housing Service must have been obtained for a ‘qualifying’ improvement. For further information please refer to Bassetlaw District Council Housing Service Remedies and Compensation Procedure.

 

Complaints

Bassetlaw District Council aims to provide the best possible quality services its resources will allow. Where tenants are dissatisfied with the way the repairs service has been provided by Bassetlaw District Council Housing Service, or by contractors working for them, they can make a complaint using Bassetlaw District Council’s Corporate Formal Complaints Policy and Procedure.

Bassetlaw District Council operates a 2-stage complaint process which enables escalation between each stage should complainants remain dissatisfied. This is in accordance with the Housing Ombudsman Complaint Handling Code.

For those complainants that remain dissatisfied following the stage 2 review, they will be advised to contact the Housing Ombudsman Service.

For further information on how to make a complaint, please refer to Bassetlaw District Council’s Corporate Formal Complaints Policy and Procedure.

 

Performance Management

Bassetlaw District Council Housing Service repair service will be continuously and regularly monitored and managed through a range of performance measures and targets designed to enable service standards to be met.

Tenant satisfaction with the repair service will be monitored through a range of performance measures and targets, and complaints, to provide valuable tenant feedback on their perception of the service and on where the service needs to improve.

 

Consultation and Involvement

Bassetlaw District Council is committed to ensuring that all relevant stakeholders can contribute to the development and improvement of the Repair Service. 

Tenants, locally elected council members and staff have all been involved and participated in the development of this policy to ensure that it provides a Repair Service that:

  • Delivers a high standard Repairs Service for tenants
  • Is fair, equitable and tenant friendly
  • Offers value for money, within resources
  • Meets regulatory standards
  • Clearly identifies tenants’ rights and obligations, and expectations of Bassetlaw District Council as a landlord
  • Clearly identifies Bassetlaw District Council’s landlord rights and obligations, and expectations of tenants

This commitment will continue in the future review of this policy.

 

Contacting Us

Telephone: 0800 590 542

Website: www.bassetlaw.gov.uk/housing 

Email: customer.services@bassetlaw.gov.uk 

Find us on:    

  • Facebook - BassetlawDCHousing
  • Twitter - @BassetlawDC

Visit us at:

Retford Office
17B The Square, Retford DN22 6DB

Worksop Office
Queen’s Buildings, Potter Street, Worksop S80 2AH

Carlton Forest House
Hundred Acre Lane, Worksop S81 0TS

All offices are open: Monday to Friday 9:00am to 5:00pm

Appendix 1: Repair and Maintenance Policy - relevant Legislation, Regulation and Awaab's Law

Legislation

Bassetlaw District Council will comply with and fulfil its legal obligations in delivering the repair and maintenance service in accordance with this policy.

Key relevant legislation covers tenants' rights, regulation of landlords, standards for housing, and local authority duties. This includes, but is not limited to the following:

  • Homes (Fitness for Human Habitation) Act 2018
  • Housing Acts:1985, 1988, 1996, and 2004
  • Housing and Regeneration Act 2008
  • Landlord and Tenant Act 1985
  • Social Housing (Regulation) Act 2023 (and Awaab's Law)

Legislation also places duties on Bassetlaw District Council with responsibilities relating to, but not limited to the following areas: 

  • Asbestos
  • Building Regulations
  • Damp and mould
  • Data protection
  • Electrical safety 
  • Equality, diversity and inclusion
  • Fire safety
  • Gas safety
  • Health and Safety
  • Legionella checks 
  • Maintenance of communal areas
  • Water hygiene checks

For more information, please refer to the separate policies and compliance policies which set out how Bassetlaw District Council meets the obligations.

Regulation

Bassetlaw District Council will comply with and fulfil its regulatory duties and responsibilities in delivering the repair and maintenance service in accordance with this policy.

The Regulator of Social Housing (RSH) implemented new Consumer Standards on April 1, 2024, under the Social Housing (Regulation) Act 2023. This includes the Safety and Quality standard requiring social housing providers to deliver safe, quality homes and services. Landlords must repair and maintain homes to a safe and decent standard, that are free from hazards and provide services that are transparent, fair, and responsive to their tenants' needs.

Awaab's Law

Awaab’s Law orders social landlords (local authorities and housing associations) to investigate and fix the hazards as defined by the Housing Health and Safety Rating System (HHSRS) (England) Regulations 2005 within certain timescales. The legislation came into effect on 27 October 2025, initially covering damp, mould, and emergency hazards. 

Bassetlaw District Council will therefore comply with the following requirements and timescales:

  • Investigate emergency hazards within 24 hours of becoming aware of them.
  • Complete safety work for emergency hazards within 24 hours, or as soon as is reasonably practicable.
  • Investigate significant hazards, including reports of damp and mould, within 10 working days of becoming aware of them.
  • Provide tenants with a written summary of findings within 3 working days of the conclusion of the investigation. Where safety work for emergency hazards has been completed within 3 days, a written summary of findings to tenants is not necessary and Bassetlaw District Council will inform tenants that the work is complete.
  • Complete safety work for significant hazards within 5 working days of the conclusion of the investigation.
  • Begin further required work within 5 working days, or where this is not possible, it will be physically started within 12 weeks and completed within a reasonable time period (or as defined in future legislative guidance).
  • Provide suitable alternative accommodation if safety work cannot be completed in time or if the health and safety of the household is at risk.
  • Keep tenants regularly updated and advise on safety measures.

The law will be extended and staged from 2026 to cover other hazards, including excess cold and excess heat, falls, structural collapse, fire, electrical hazards and explosions, and hygiene hazards. From 2027, the law will be extended further to cover the remaining hazards defined by the HHSRS regulations, except for overcrowding.

 

Appendix 2: Bassetlaw District Council Housing Repairs by Category

Repairs are prioritised and awarded the following categories. Repairs in bold fall within the ‘Right to Repair’ scheme. (See ‘Right to Repair’ scheme section within policy).

Emergency (E) - Within 24 hrs

Where a situation poses an immediate danger to either the occupants or public, or if left unattended could cause serious damage to the building, a same working day response will be initiated, and the target to make safe or complete these repairs is within four hours of acknowledgement of the repair by the Repairs Contact Centre.

This may involve either making the situation safe or carrying out a repair. However, a judgement will be made after assessing the circumstances at the time of the visit.

Where there is a risk to health and safety (but no immediate danger to the occupants, public or property) either make safe work or repairs will be completed within one working day/24 hours of acknowledgement of the repair by the Repairs Contact Centre.

This category includes ‘Right to Repair’ repairs that should be carried out within one working day. (See ‘Right to Repair’ scheme section within policy).

Emergency Repairs to be completed within four hours (EG)

  • Cistern leak
  • Door (boarding up of door)
  • Drain ‘foul drain’ (where there is no other working WC in the dwelling)
  • Electrical fitting unsafe. Includes for any electrical fitting e.g. sockets, light fitting or switch, fused spur
  • External door insecure – including communal areas
  • Flue blocked to heating appliance or open fire
  • Light (no light to stairs, WC, kitchen, bathroom or communal stairwells)
  • Lock (Insecure. Only where the door cannot be locked from the inside and there is no lockable second entrance)
  • Pipe leak
  • Power (total loss of electrical power to any or all circuits)
  • Soil-stack/WC (blocked only where there is no second working WC in dwelling)
  • Tank leak
  • Water supply (total loss; does not include internal pipes freezing, excludes solid fuel heating systems)
  • WC not flushing (only if there is no second working WC in dwelling) Where there is a second working WC - 30 working days
  • Window insecure (any level)
  • Wires (where not insulated; damaged; broken)

Emergency Repairs to be completed within 24 hours (E)

  • Bannister, grab rail or handrail where health and safety concern – otherwise 3 working day repair (re-secure loose banister, handrail or grab rail internally or externally)
  • Bath leak (if the leak only occurs whilst showering and the bath can be used independently for bathing, this is not classed as emergency)
  • Boiler (back boiler leak, containable)
  • Brickwork unsafe (make safe only). Where there is a danger of injury or damage to property if not made safe. Once deemed to be safe any future works identified unless for health and safety reasons will be assessed for completion as programmed repairs within 13 weeks
  • Canopy (make safe and investigate to concrete canopy / porch where not erected by tenant)
  • Chimney-stack (make safe hazard, weather conditions permitting)
  • Cylinder (leaking hot water cylinder)
  • Emergency hazards - Investigate and complete safety work within 24 hours (or as soon as is reasonably practicable). This relates to work associated with Awaab’s Law. Further timescales for associated works are as follows:
    • Investigate significant hazards, including reports of damp and mould, within 10 working days of becoming aware of them. 
    • Provide tenants with a written summary of findings within 3 working days of the conclusion of the investigation. (Where safety work for emergency hazards has been completed within 24 hours, a written summary of findings to tenants is not necessary).
    • Complete safety work for significant hazards within 5 working days of the conclusion of the investigation.
    • Begin further required work within 5 working days, or where this is not possible, it will be physically started within 12 weeks and completed within a reasonable time period.
      (See Appendix 1 Relevant Legislation, Regulation and Awaab’s Law for further information).
  • Fire appliance (glass only)
  • Flood (damage caused by flooding – make safe only)
  • Fumes (fumes, smoke, gas or solid-fuel boiler)
  • Fuse (main) consumer unit. (Tenant to be advised to check trips first. Reference repairs handbook)
  • Gale (damage caused by gales – make safe only). Once deemed to be safe any future works identified for health and safety reasons will be  completed as programmed repairs within 13 weeks. Any future works not identified for health and safety reasons will be completed as annual planned works within 52 weeks
  • Garage door insecure (make safe only). Applies only if a vehicle is kept in the garage. Not for storage purposes
  • Gas leak – Phone Bassetlaw District Council’s gas contractor on 0800 111 999 immediately then.
    • Open all doors and windows to ventilate the property
    • Do not turn on/off any electrical switches
    • Extinguish all naked flames, do not smoke, strike matches or do anything which could cause ignition
    • If there are any electrical security entry phones/locks, please open door manually
    • Vacate the property
  • Heating (total or partial loss of space or water heating between 30th September and 30th April)
  • Key (lost) if only means of entry and locked out (recharge all category of tenants)
  • Lift and other adapted facilities (not working, make safe only)
  • Manhole cover (repair or replace broken cover where Bassetlaw District Council Housing responsibility only)
  • Overflow (at any time if uncontainable)
  • Paved concreted / tarmac areas, access and perimeter paths to properties only deemed dangerous if left unattended and pose a health and safety risk (main access route to entrance doors only). Where no health and safety risk, repairs will be completed as programmed repairs within 13 weeks. Where the tenant has created their own paved, concrete or tarmacadam area then this will be their own responsibility to make safe and repair
  • Pipes (leaking supply or heating pipes that cannot be isolated or controlled. Heating pipe work: make safe if uncontainable leak; 30 working days if renewal required)
  • Radiator leak (if uncontainable make safe; 30 working days if renewal required)
  • Roof leak - make safe only (for health and safety reasons, where bad weather prevents access to the roof to carry out a repair then the surrounding area at ground level will be cordoned off until conditions ease). Where future repair work is identified following make safe and where there is no ingress of water to the property, this will be completed as programmed repairs within 13 weeks.
  • Shower (repair or renewal for medical reasons only. For non-medical reasons 30 working days)
  • Smoke detectors (repair or replace as necessary) hard wired only. Battery type detectors are tenant’s own responsibility
  • Stair tread (replace rotten stair tread to tenanted property or Communal Stairwell). Where no health and safety hazard 30 working days
  • Stop tap (leak, if uncontainable, if dripping and containable 30 working days allowed)
  • Valve leak (make safe, if uncontainable; if renewal required 30 working days allowed)
  • WC cistern leak (uncontainable only. If containable 30 working days allowed)
  • WC pan leak
  • Window (boarding up of window, ground floor only)

Urgent (U) – Within 3 working days

These are works that need to be carried out quickly to overcome serious inconvenience and damage to the property. Our target is to complete all urgent repairs within three working days of acknowledgement of the repair by our Repairs Contact Centre.

This category includes ‘Right to Repair’ repairs that should be carried out within three working days and within seven working days. (See ‘Right to Repair’ scheme section within policy). This means that ‘Right to Repair’ repairs that should be completed within seven working days will be completed within three working days.

  • Urgent Repairs to be completed within 3 working days (U)
  • External light (provided by Bassetlaw District Council – 30 September to 30 April)
  • Feed tank (renewal)
  • Fire parts: grates, bricks fire-backs etc. (3 working days for medical reason only. 30 working days for non-medical reasons)
  • Gate - Where access for public right of way or open space (repair if possible, otherwise make safe)
  • Soakaway unblock – where causing ingress of water to property
  • Stop tap broken or will not operate (between 1st May and 31st October)
  • TV points (Independent Living Centres and communal areas only where there is no alternative source). Does not include repairs to aerial
  • WC blocked (when other working WC in property) 

Urgent Repairs to be completed within 3 working days (‘Right to Repair’ repairs that should be carried out within three working days and within seven working days) (URG)

  • Bannister, grab rail or handrail where no health and safety concern (re-secure loose banister, handrail or grab rail internally or externally). Where health and safety concern 1 working day
  • Door entry system (communal) not working
  • Fan (repair mechanical extractor fan in bathroom or kitchen). Does not include external grill as this does not affect the usability of the fan
  • Floorboard, timber flooring and concrete flooring (make safe where health and safety risk) 
  • Heating (total or partial loss of heating space or water between 30th April and 30th September)
  • Power (partial loss of power to electrical circuit)
  • Pump (heating pump renewal) 
  • Tap (repair or replacement of taps that cannot be turned on or off) 
  • Waste blocked (bath / sink unit / washbasin / shower) 
  • Water (partial loss of supply) 

Non-Urgent (R6) – Within 30 working days

These are non-urgent repairs that will not cause damage to the property. Some of these repairs may require items to be measured and materials ordered. Our target is to complete all non-urgent repairs within 30 working days of acknowledgement of the repair by our Repairs Contact Centre.

  • Bath (repair or renew)
  • Brickwork (repointing, isolated areas only [less than 2 square metres], otherwise work will be completed as programmed repairs within 13 weeks)
  • Chimney pot or cowl (re-fix)
  • Chimney-stack (repair following make safe, weather conditions permitting)
  • Clothes post (renew with rotary dryer)
  • Coalbunker (repair or renew existing only, remove when not required)
  • Cooker electric, replacement or repair of built in hobs and ovens in Independent Living Centres only. (Repairs not to exceed £50) (*Refer to information on cooker responsibility below)
  • Cylinder (renewal) (For all heating types, attend to make safe up to 30 days depending on material availability)
  • Door (external repair)
  • External light (provided by Bassetlaw District Council – 30th April and 30th September)
  • Fan (renewal of extractor fan to kitchen or bathroom)
  • Fan (repair or replace external grill only) 
  • Fire parts: grates, glasses, bricks fire-backs etc. (For medical reasons 3 working days)
  • Fireplace surround & hearth (repair tiling)
  • Floorboard (repair or replace floorboards and timber flooring where no health and safety risk. Where health and safety risk 3 working days )
  • Flooring (repair or replacement where no health and safety risk) – only if supplied by Bassetlaw District Council
  • Floor tiles (repair or replacement where no health and safety risk – only if supplied by Bassetlaw District Council
  • Garage door (repair) – renewal will be completed as programmed repairs within 13 weeks.
  • Garage roof (repair). Only where health and safety concern. Renewal will be carried out as annual planned works within 52 weeks
  • Gulley (unblock - tenant responsible for keeping gulley grate clear of leaves and debris)
  • Gulley grates (renewal)
  • Gutter and downpipes (repair or re-fix [renewal 30 September to 30 April])
  • Heating (space or water partial loss with alternate supply between 30th April and 30th September)
  • Heating system (repair where system can still be used or there is other means of heating or hot water)
  • Immersion heater (repair where there is a secondary/alternative form of heating the water)
  • Kitchen unit (repair) A colour match may not be guaranteed
  • Leak (investigate underground leak and make temporary repair, where Bassetlaw District Council Housing responsibility only)
  • Light (repair/renewal of bulkhead / security light to exterior of property)
  • Lock (outbuilding renewal)
  • Overflow (if containable)
  • Pipe-boxing (repair or renewal)
  • Pipe work renewal (following make safe which is 1 day)
  • Programmer (renewal of heating programmer) where system is working
  • Radiator renewal (following make safe which is 1 day)
  • Re-glazing (cracked window or door caused through vandalism. Work will only commence once a police crime/incident number has been provided specific to the repair. All other occasions will be recharged.)
  • Shower (repair or renewal, for non-medical reasons. For medical reasons 1 working day)
  • Sill (repair where window secure) where there is no hazard, works will be completed as annual planned works within 52 weeks
  • Sink (repair or replacement of sink waste, fittings or brackets)
  • Sink unit top (re-fix)
  • Skirting board (re-fix)
  • Soakaway – unblock where no water ingress to property
  • Soil stack (leak where other WC available)
  • Soil stack (renewal if health and safety hazard)
  • Stair tread (replacement where no health and safety hazard). Where a health and safety hazard 1 working day
  • Stop tap (renewal/leak where containable. Where uncontainable - 1 working day)
  • Tap (repair or renew. Does not include mixer taps fitted by tenant)
  • TV points (Independent Living Centres and communal areas only where there is an alternative source). Does not include repairs to aerial
  • Valve renewal (following make safe to leak where containable. Where uncontainable - 1 working day)
  • Wall tile (re-fix or renewal, including splash-back tiles)
  • Wash-basin (re-fix or renewal)
  • WC cistern (re-fix, leak where containable. Where leak uncontainable - 1 working day)
  • WC cistern (renewal)
  • WC door will not close or stay closed
  • WC flush (repair when other working WC) Where this is no second working WC 4 hours
  • WC flush pipe (repair leak)
  • WC handle, pull chains and cords to high-level cisterns 
  • WC pan (re-fix loose WC pan) 
  • WC pan (renewal)
  • WC seat (re-fix or renewal [only where tenant is senior citizen, or where reasonable adjustments are needed, or in properties with adaptations])
  • Window (repair where window secure)
  • Worktop (refix/repair for health and safety reasons)

*Bassetlaw District Council Housing Service is not responsible for the repair or replacement of cookers and refrigerators in Independent Living Centres. The exception in Independent Living Centres is that Bassetlaw District Council is responsible for cookers with built in hobs and ovens that were provided at the point of letting. Please note that a telecare served bungalow is not part of an Independent Living Centre.

Programmed Repairs (R13) – Within 13 weeks

This category is for individual items which through assessment have been identified as a risk to Health and Safety or Security if not repaired or replaced in the short term. Usually of a higher cost and in many cases requiring specialist contractors or materials to be manufactured. These works require programming. Our target is to complete all programmed repairs within 13 weeks of acknowledgement of the repair. 

  • Bricks (replacement of missing bricks)
  • Brickwork (repair, repointing, major areas only [above 2 square metres – where less than 2 square metres, 30 working days])
  • Damp - Where damp works are identified to eradicate damp in a property, for example a full new damp course and remedial works are required, then these works will be commenced within 12 weeks. Tenants will be advised when the property is assessed by a technical officer (R12)
  • Door (external [renewal for reasons of health and safety or security only]). If the door is assessed as non-urgent then it will be completed as annual planned works within 52 weeks
  • Fencing – (repair or replace where there is a health and safety risk e.g. onto a main road, footpath, drop in height). Repair where possible. However, to meet our commitment in maintaining Decent Neighbourhoods and where an existing fence cannot be economically repaired, any replacement will be in timber 3ft high, where possible, to match what is already in situ, otherwise in timber fence panel and posts. Where replacement is identified but there is no health and safety risk then works will be completed as annual planned works within 52 weeks. 
  • Fireplace surround & hearth (renew)
  • Floor (renewal of solid or timber floor) where no health and safety issue
  • Foul water drains within curtilage of dwelling (alterations following make safe)
  • Gale (damage caused by gales). Once made safe, any works needed for health and safety reasons.
  • Garage door (renew) – repairs will be carried out within 30 working days
  • Gates wooden / metal (repair or renewal). Renewal only if a health and safety risk is identified, otherwise where there is no health and safety risk then works will be completed as annual planned works within 52 weeks.  
  • Gutter (repairs and clean out gutters). Only if causing damage to property, otherwise will be carried out as annual planned works within 52 weeks.
  • Kitchen unit (renewal up to a maximum of two units [not including sink unit / worktop] for health and safety reasons only otherwise completed as annual planned works within 52 weeks). A colour match may not be guaranteed
  • Paved areas, access and perimeter paths to properties only (repairs or renewal to paved areas, where no health and safety risk). Where there is a health and safety risk, repairs will be completed within 1 working day. Where the tenant has created their own paved, concrete or tarmacadam area then this will be their own responsibility
  • Plastering (walls and ceilings. Only cracks above 6mm and holes above 25mm. Less than this is tenant’s responsibility)
  • Porch (Repair. Only where specifically erected by Bassetlaw District Council, or where the porch was built as part of the main dwelling’s original structure. Any structure which falls outside of this description is the tenant’s own responsibility to maintain)
  • Rendering (repair or renewal)
  • Roof tile (renewal, repair or re-fix) where there is no ingress of water to the property.  Roof leaks made safe will be carried out within 1 working day
  • Sill tile (replacement of damaged or missing tiles)
  • Sink unit (repair or renewal for reasons of health and safety)
  • Skirting board (renewal)
  • Soakaway – renew
  • Walling (repair or rebuild large sections of walling). Only where there is a health and safety issue if not attended to. Otherwise works will be completed as annual planned works within 52 weeks
  • Worktop (renewal)

Planned Repairs (R52) – Within 52 weeks

This category is for annual planned maintenance, for replacement of large or other specialist works that are of a non-urgent nature and pose no short-term health and safety or security concerns. Through planning into areas and batching items of similar works together, greater value for money and use of resources can be achieved. Our target is to complete all major planned works within 52 weeks.

  • Canopy (repair or renew to concrete canopy where not erected by tenant)
  • Doors (external - renewal for reasons assessed as non-urgent and not for health and safety or security reasons). Renewals for health and safety or security reasons will be completed as programmed repairs within 13 weeks
  • Fascia’s, soffits and bargeboards (renewal)
  • Fencing – (repair or replace where there is no health and safety risk). Repair where possible. However, to meet our commitment in maintaining Decent Neighbourhoods and where an existing fence cannot be economically repaired, any replacement will be in timber 3ft high, where possible, to match what is already in situ, otherwise in timber fence panel and posts. 
  • Gale (damage caused by gales). Once made safe, any works not needed for health and safety reasons
  • Garage roof (renew). Repair where health and safety concern will be carried out on the 30-working day category
  • Gates wooden / metal (repair or renewal). Repair or renewal where there is no health and safety risk.
  • Guttering (renewal)
  • Kitchen unit (renewals above two units [not including sink unit / worktop]). A colour match may not be guaranteed
  • Porch (Renew. Only where specifically erected by Bassetlaw District Council, or where the porch was built as part of the main dwelling’s original structure. Any structure which falls outside of this description is the tenant’s own responsibility to maintain.)
  • Sill (repair where there is no hazard) Where there is a hazard repair in 30-working days
  • Sink unit (repair or renewal not for health and safety)
  • Walling (repair or rebuild large sections of walling). Where there is no health and safety issue if not attended to. Where there is a health and safety issue work will be completed as programmed repairs within 13 weeks
  • Windows (renewal)
  • Any other specialist works of a non-urgent nature

Annual servicing of heating appliances have separate annual servicing programmes for different fuel types, requiring mandatory access to properties. This includes annual servicing of fire detection and CO alarms.

Maintenance to communal areas – please see relevant repair categories

Out of hours repairs (Call outs) (CO) – Within 4 hrs

Where a situation outside of normal working hours poses a health and safety or security risk, or danger to either the occupants or public, or if left unattended could cause serious damage to the building, an out-of-hours response will be initiated.

This may involve either making the situation safe or carrying out a repair. However, a judgement will be made after assessing the circumstances at the time of the visit.

The target response time is within 4 hours of acknowledgement of the repair by our Out of Hours Repairs Contact Centre.

Where an imminent hazard is identified or to meet a particular need, Bassetlaw District Council may prioritise to a response time of 2 hours. 

Flexibility and discretion may be exercised on occasions in terms of what out of hours work can be undertaken depending on individual circumstances and need. 

Any necessary future repair work will then be arranged and appointments made for an appropriate working day.

  • Cistern leak (uncontainable, make safe only)
  • Communal door entry system repair – contractor to attend
  • Door external (board-up [possible recharge] if the glass door panel is double glazed and only the outer glass panel is damaged, this is not classed as an emergency)
  • Door external insecure (where there are 2 doors to the property and the door reported can be locked from the inside, this will be classes as secure and will not be attended to out of hours)
  • Drain (blocked foul drain)
  • Electrics (bare wires)
  • Gas leak (possible referral to Bassetlaw District Council’s gas contractor)
  • Heating (partial loss of heating 30 September to 30 April)
  • Heating (total loss of heating)
  • Lift/hoist repair to meet a medical need – contractor to attend
  • Light not working (light in Bathroom, WC, stairs and communal areas)
  • Power (total loss of electrical power)
  • Roof leak (make safe only) – weather permitting
  • Shower repair to meet a medical need
  • Smoke, heat and CO alarm failure
  • Tank leak (make safe only)
  • Water (total loss of water, if required for medical reason and if only tap for drinking water affected only)
  • Water/pipe leak
  • WC – blocked if only one in property
  • WC – not flushing if only one in property
  • Window (board-up, [possible recharge] if the unit is double glazed and only the outer glass panel is damaged, this is not classed as an emergency)
  • Window (insecure, ground floor only)

Last Updated on Tuesday, May 5, 2026