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A New Repairs and Maintenance Contract for the Housing Management Service

How we carry out repairs and maintain your home and/or communal areas is one of the most important services that we provide as a landlord.

Our current contract with Wates is due to finish at the end of 2024. This means we are procuring a new service and we want you to help us shape how this will look.

The attachments on this page set out our plans for the new service in terms of what it will deliver, and how we will monitor its performance.

Please use the link below to complete a survey to let us know what you think about performance monitoring, appointment slots and communicating with you throughout repairs and maintenance work.

Complete the survey here

There are also opportunities for you to get more involved in shaping the new repairs and maintenance service through an online event, workshops and helping to evaluate the bids from potential new contractors. You can see more details about involvement opportunities in the 'how to get involved' document attached.

Performance indicators.pdf

(82.3 KB)

How to get involved.pdf

(76.2 KB)

Resident letter v2.pdf

(134.3 KB)

Repairs and maintenance specification.pdf

(99.5 KB)

Phases

Phases overview

Phase 1: Let us know your thoughts on how we can improve the repairs and maintenance service:

Let us know your thoughts on how we can improve the repairs and maintenance service:

Let us know your thoughts on how we can improve the repairs and maintenance service:

31 May 2024 23:00 - 24 June 2024 23:00

62 issues

Susan Harper-Bowen 2 years ago As a disabled tenant of Brent l believe lm treated unfairly by the operatives that represent Brent Council whether by Wates or sub contractors for my repairs some whom are blatant racist and treat your home with little or no respect. One operative told me he doesn't clean despite seeing me using a,walking aid and have difficulty bending myself. They carried out the work and wanted to leave all the rat and mice droppings expanding foam and rubbish under the lower skirting board rather than sweep it out and clear it up properly. I think Brent needs to be sure of the sub contractors they're using do not make disabled tenants feel intimidated in your own home, is not good and staff representing Brent council should not be rude and should have a non judgemental and non bias attitude when entering the home of others. How are sub contractors screened by Wates?My flat is like a shoe box absolutely tiny yet it's my home and lm expected to pay charges in excess for the rent and block service charges. I've lived here since 1997 and the monthly block maintenance cleaning schedule has only just been done for the 1st time since l moved in and this is due to threats from home owners suing Brent for taking charges from them but not fulfilling their contract of monthly block cleaning. Imagine paying years of service charges and no relieving a service! Yet none of us are offered a refund I'm often confused if lve booked more than one repair as Brent repairs Team which repair numbers refers to what repair in my home rather than state the area of the home that repair number is referring to so l can prep for the person if need be that would be attending (kitchen - 000001 or bathroom- 000002) etc so when multiple repairs are reported you, as the tenant, understands which operative is coming to your home rather than they arrive then you begin clearing an area so they can conduct the work.A tenant died at Flat 1 Bob Thompson Court and it took Brent 10 months to clear the flat causing a rat mice and flies infestation to the block. There were numerous errors made and a few missed appointments as compensation was given for the initial infestation nd not the works that took place to rectify this infestation! This has led to another whole heap of errors, work being repeated to a satisfactory level and a few missed appointments and a few times contractors turning up unannounced to my home and despite me requesting another compensation for these errors through Joanne Edwards whose handling my complaint it's like getting blood out of a stone. Why do l have to escalate complaints to management level before its actioned. I paid Brent council in the region of £4,000 in rent to live in these conditions and was given £1,000 compensation for the initial infestation now l approach the council once the repairs has been conducted and need yobe refunded for further missed appointments lm having to send weekly emails about this whereby Joanne Edwards should consider my complaint and see its refers to a separate matter - I'm still yet to have all this resolved as l was told a rats nest was found at the property below so the likelihood good is that the infestation is still ongoing and could return at any time...Wates staff, in my experience are a waste of space & some are cowboy builders, there are some of whom are extremely racist and should NOT be allowed to work for Brent with their stink attitudes.I welcome change of NEW contractors as lve had more than my belly full of Wates. Their management Team booked an appointment to come and see me they failed to attend too and again their compensation promised by Iyanna has not yet been issued to me. Another appointment was made and the 2nd time this was kept.Images were sent to Kate Daine and Brent complaints office throughout the time of the works and also of rubbish found under the skirting board left by the Wates contractors.

David H Goulbourne2 years ago

Susan Bass2 years ago

Yasir Khan2 years ago I hope the council accurately keeps a register of planned maintenance and allows tenants visibility of this for their property. Also they should carry out routine surveys to ensure these are in good condition and if not then to replace them. My kitchen/bathroom/windows are in need of replacement yet this is being ignored and I'm told the bathroom and kitchen wont be replaced until the next decade. 30 years for a bathroom replacement seems a very long time especially with the build quality of what has been installed. I have to report individual repairs which to me doesn't make sense as this is costlier to the council than to replace in one go especially when it is due to be replaced. I hope the new contractors also don't sub-contract as they perform work to a poor standard and come uninvited. In my case sub-contractors came to carry out work in the bathroom and ended up causing a leak which damaged the ceiling below and caused me inconvenience. I had to get a supervisor from Wates to ensure work was re-done and this process took over six months.

Fatima Issa2 years ago

Franziska Edusei2 years ago I have had many appointments that were not attended. Had to chase up. A lot of working days missed as a result. The ones that were attended, repairs left unfixed for months despite frequent chasing up. I have had to insist on repairs to be carried out as worker didn't want to do the work despite it being necessary. I believe one way for Brent to get better value for money is to employ a competent service provider that gets it right first time.

Cynthia Charles 2 years ago

Joanne Moran2 years ago

Sophia Logo2 years ago

Anthony Walters2 years ago

veronika green2 years ago 3 issues reported last year2 still outstanding8hrs on hold within 1 week50+ contractors visited property ,23+ visits in one month!outcome:nervous breakdown2 weeks of holidays wasted due to no showkitchen floor replaced at my expense after it was flooded by inexperienced plumbers.boxing installed under toilet pan has great big hole , at night black bats coming through to the bathroom, it was crawling over my feet when I was on the loo.toilet upstairs leaked downstairs for over 6 years causing ceiling to swell and wall in the bathroom to rot on inside.Toilet now replaced after numerous attempts to fix it, I’m not a pro but can tell that this toilet been installed 30 years and more ago, any sensible person would replace it but not Brent, they will pay contractors to come in and out being unable to fix it numerous times then replace it.Hope new management will know better how to do their job.

Anthony Molloy2 years ago One of the problems with Wates is that you never see the same operative twice and they often double up with a follow-up visit to correct initially shoddy work - which is wasteful and annoying.Bring the service back in-house with operatives responsible for specific patches across the borough so that they can establish a real relationship with residents - who, on their side, will know who is accountable

Jenny Chan2 years ago

Mariam Koshin2 years ago I am writing to express my frustration With ongoing issues I have experienced While trying to communicate with the council Regarding several matters first no communication between the severe come to report about something and the council second I had a leak a year ago after decorating my house from next-door neighbour Council promise to fix the aftermath from the leak nothing happened till now issues heating issues most of my radiator is not working And someone came on submit that to the council nothing happened .

Nilufer Karakaya2 years ago I've had persistent issues with leaks in my home that remain unresolved despite multiple repair attempts by Wates.Firstly, my living room radiator has been leaking. I've had to call Wates four times, but the issue still hasn't been fixed.Additionally, I've had a leaking kitchen tap wasting significant water for over six months. Despite four or five visits from different technicians, none have been able to resolve the issue. It's astonishing how little knowledge they seem to have about fixing a tap leak.Furthermore, my main water supply stopcock in the kitchen is faulty. Despite repeatedly reporting over a year this and emphasizing the potential danger of flooding, the problem remains ignored. To this day, no action has been taken.pic that’s attached is another case in the bathroom that was fixed last year but not finished, still waiting for them to cover the hole in a proper way.

Zak Zak2 years ago We’ve had repairs pending that have been reported two years ago. We seem to be trapped in the same cycle of contractors arrive without warning, but can’t get access to the side of the property that needs to be pre-arranged with a neighbour. The contractor leaves. Then comes back another time and the cycle repeats. I can’t understand why, they simply can’t write a letter or leave a voicemail with a date so we can arrange access with our neighbour. There’s no point coming when people are at work. It defies logic. We have twice been successful with complaints and are now considering our Councillor or the housing ombudsman. It’s sad that they just cannot communicate and arrange an appointment. It’s too hard and too much effort to get a repair.

Nancy Fearon-Hales2 years ago

Patience Ayeh-Datey 2 years ago I have lived at my current address since 2006. There has been lots drainage problems and dumpness. It is always a struggle getting through to Repair for assistance. I had to go through a solicitor to assist me avyear ago but the problem has reoccurred.Please I need Repair done in my flats urgently as it is affecting our health. My rent has been.inreaased drastically but can't help with maintenance. I will also like to buy my property. Will need more guidance on that.

O E2 years ago In my experience, Wates operatives don't care about the workmanship. I had a worker damage my property and then laugh when I made him aware of it. When you make complaints Brent Council agree with Wates to keep the complaint levels down so they don't go past Stage 1. Are we really getting an option to have input or will Wates contract get renewed and this is all for show as I don't trust Brent Council as they always try and cover their backs.There needs to be more transparency as a lot of money is wasted continually fixing the same problem. I would like to see where the money goes and I would like to see fines, when jobs are not completed properly, maybe that will stop the shoddy work. Hopefully we can also put a stop to the bullying and poor treatment of tenants, stop money and time being wasted and tenants have safe habitable homes to live in.

Michie Michie2 years ago I have no issues with the work that Wates have carried out for me in the past, however I do have issues with getting through to someone at Brent via the phone to make an appointment. There has never been a time when I have waited less than 15 minutes to actually speak to someone and when you do get through to someone, you're left on hold for a further 15 minutes whilst they try to contact Wates to book an appointment!!! This is so time consuming and really bad customer service. I suggest if you are planning to change your contractors, you also look into an easier way of speaking to an Operative at Brent to make the request for the repair. By the way your online booking repair system is absolutely useless!

Soraya Al-Hamoud2 years ago

Elaine 2 years ago I had a leak from the property above mine into my kitchen and living room in December 2021. I contacted Brent and subsequently had a surveyor come to my property to inspect the damage. The outcome recommended the redecoration of my kitchen and living room. At the time of writing, and despite numerous calls, emails, assurances that messages would be followed up, and even lodging complaints to Brent and Wates, the works remain outstanding! It seems neither Brent nor Wates are willing to take responsibility/accountability for ensuring these repairs are undertaken. Can someone from Brent explain why the repairs to my property are taking so long?

Shana Reeves2 years ago The service provided by Wates has deteriorated to the point where operatives are criticising their colleagues while carrying out work. One operative told me that he refused to complete repairs after seeing the poor and shoddy work done by his colleague across different properties. I also believe that the communication with Wates and the work reported by Brent is not handled effectively, and details are not recorded properly, causing delays in getting the work done. I reported a repair last year and it still hasn't been completed. It seems that not all Wates staff are trained at the same level, leading to delays in identifying when external workmen are needed or in providing adequate timeframes for completion. Moreover, it's frustrating to see incomplete repairs, such as when only part of a wall is painted after a repair, making it look inconsistent with the rest of the walls. Some operatives are also rude, and they often leave early or start late when the work is supposed to be done all day, leaving the job incomplete or without arranging follow-up appointments. Despite this, there are some good operatives working for Wates, but their efforts are overshadowed by their colleagues' performance.

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