Standards & Policies

This section sets out the standards and policies adopted by Mercian in terms of their repairs and home improvements. This includes damage done by neglect, access arrangements and liability for any damage caused by tenants themselves.

Tenants right to repair

Under the right to repair scheme, you have the right to certain emergency and urgent repairs completed within the set time limit. These are repairs, which, if not carried out on time, could affect your health and safety and are called qualifying repairs. If the contractor fails to attend to a qualifying repair on time you have the right to request another approved maintenance contractor to do the work. If the second contractor also fails to attend you may be entitled to compensation. Please contact the maintenance department if you think you may be entitled to compensation.

Damage neglect or misuse of your home

You must not damage, neglect or misuse your home or any of the fixtures and fittings. Any loss or damage caused by deliberate action, accident, neglect or misuse will be your responsibility. Mercian may give you written notice to repair any damage within a reasonable time. If you fail to complete this work, we may enter your home, carry out the repair and re-charge the cost to you. Action may be taken to repossess your home if you cause any such damage.

Access arrangements

When you report a routine repair you should be given an appointment by one of our Customer Service Advisors. The Property Services Team has introduced this service for all routine repairs to make the service more efficient. Please ensure that access is made available on agreed days as required to carry out your repairs.
When Mercian visits to inspect or carry out a repair and you are not in, a calling card will be left asking you to arrange another appointment. If you do not reply within three days, your repair request may be cancelled and you will need to report the repair again. If emergency work is needed we may use our right of access to gain entry into your home.

Approved contractors list

The association carries out financial checks and obtains two references for all contractors. Contractors must sign our code of conduct and are protected by public liability insurance cover.

Service contracts

Mercian carries out servicing of lifts, gas appliances, warden call systems, fire alarms, emergency lighting and fire extinguishers. Mercian has contracts with P H Jones, Axis, Tunstall, Stannah, Pickerings and Chubb to carry out of these services.

Last modified 06/09/11