Rotherhithe Area Housing Forum

Dear Southwark Borough Council,

On ‎03 ‎June ‎2008 Southwark Council kindly provide a document setting out the repair responsibilities and timescales for secure tenants of the council. We cannot attached the pdf file to this request but the data is pasted below. We looked at the council's website and tenants handbook
https://www.southwark.gov.uk/housing/cou...
"10 Service standards: when will your repair be done?" And found some examples of responsibilities and timescales but not a comprehensive list as provided in 2008. The handbook refers to "repairs finder" however we could not find that on the website. It appears it's necessary to log into a MySouthwark account and select the "Housing repairs tab" to access more information.

REQUEST
Please can you provide an update of the 03 ‎June ‎2008 document clearly setting out the council's repair responsibilities and timescales? This should not take very long to do nor should it cost much. For each repair a timescale provide for the "Tenancy Conditions", "Right to repair", and your "aim".

PUBLIC INTEREST
It is very much in the public interest to ensure when procuring services that the council's aims to deliver value for money and that includes quality of services as timescales. By comparing information from 2008 with information in 2019 the public can see how the council has performed when renewing contracts. And possible see impact of Government cuts. It is extremely helpful and important for tenants to have clear, simple access to repair responsibilities and timescales because this helps tenants get the service we pay for and helps to avoid misunderstandings and manage expectations. Southwark Council made a commitment towards being open and transparent and how information is published and presented is part and parcel of that, along with access for those who cannot or do not wish to access information via a "My Southwark" account which is not anonymous and can be complex to use.

Yours faithfully,

Rotherhithe Area Housing Forum

Information from 2008 pdf:

APPENDIX 1
REPAIR RESPONSIBILITIES AND TIMESCALES
THE JOB
TIMESCALE
T.Conditions
right to repair
our aim
Plumbing, heating and hot water
Total loss of water supply*
not indicated
24 hours
Thames Water
Partial loss of water supply*
not indicated
24 hours
24 hours
Toilet or foul drain blocked/leaking/ backsurging
24 hours
24 hours
2 hours
Toilet not flushing (no other w.c.)*
8 weeks
24 hours
24 hours
Blocked sink, bath or basin*
24 hours
3 days
24 hours
Tap cannot be turned*
not indicated
3 days
3 days
Major leak *
24 hrs - 8 wk
24 hours
2 hours
No toilet working in dwelling
24 hours
24 hours
2 hours
Minor leak
24 hrs - 8 wk
?
7 days
Bath panel damaged
tenant
N/A
tenant
Bath or sink plugs
tenant
N/A
tenant
New ball valve
8 weeks
N/A
3 weeks
Toilet seat broken
tenant
N/A
tenant
Sanitaryware severely cracked
not indicated
N/A
5 weeks
Repair cold water tank (not leaking)
8 weeks
N/A
5 weeks
Tap running full bore
24 hours
N/A
24 hours
Repair shower fittings (no bath)
tenant
N/A
3 days
Repair shower fittings (bath available)
tenant
N/A
5 weeks
Repair/ replace defective tap
not indicated
N/A
3 days
Refix handbasin/pedestal
not indicated
N/A
5 weeks
Loss of space or water heating Nov-April
48 hours
1 day
24 hours
Loss of space or water heating May - Oct
48 hours
3 days
24 hours
Washing machine waste connection/leak
tenant
N/A
3 weeks
Carpentry

Insecure external window, door or lock window*
24 hours
24 hours
24 hours
Loose or detached bannister handrail*
not indicated
3 days
3 days
Rotten timber floor or stair tread* (health & safety only)
24 hours
3 days
24 hours
Board up and make safe door or window where security is compromised
24 hours
24 hours
2 hours
Ease and adjust external door
not indicated
N/A
5 weeks
Renew front door lock - 2nd lock
operational
24 hours N/A 3 weeks
Repair wooden or upvc window 8 weeks N/A 5 weeks
Repair sash cords 8 weeks N/A 5 weeks
Replace defective window lock or
restrainer (where a security requirement)
24 hours N/A 24 hours
Dry rot, wet rot, timber treatment 8 weeks N/A 8 weeks
Internal door tenant N/A tenant
Kitchen (fire) door tenant N/A 5 weeks
Kitchen cupboards - refix doors and
drawers
tenant N/A 5 weeks
Kitchen cupboards - replace units, doors
etc
tenant N/A tenant
Lost keys - force entry & new lock tenant N/A 2 hours
Door bells tenant N/A tenant
Draft excluders tenant N/A tenant
Curtain rails and battens tenant N/A tenant
Electrical
Total loss of electrical power* 24 hours 24 hours 24 hours
Partial loss of electrical power* 3 days 3 days 24 hours
Make safe dangerous electrical fitting* 24 hours 24 hours 2 hours
Internal kitchen /bathroom - mechanical
extract fan not working*
48 hours 7 days 24 hours
No cooker power not indicated N/A 24 hours
Replace light bulbs tenant N/A tenant
Replace specialist bulbs - tenant can't
change
not indicated N/A 7 days
Replacement of batteries (any device) not indicated N/A tenant
Plasterer
Repair ceramic tiles causing leak tenant N/A 24 hours
Repair ceramic tiles not causing leak tenant N/A 8 weeks
Cracked plaster 8 weeks N/A 8 weeks
Ceiling cracked, bowed 8 weeks N/A 8 weeks
Other
Loss of gas supply not indicated 1 day Gas
supplier
Blocked flue to open fire or boiler not indicated 1 day 24 hours
Decoration tenant N/A tenant
External
Major roof leak 8 weeks 7 days 2 hours
Minor roof leak 8 weeks 7 days 7 days
Other roof disrepair 8 weeks N/A 8 weeks
Broken glass in communal windows 8 weeks N/A 3 days
Communal lights - whole block not indicated N/A 2 hours
Communal light - individual not indicated N/A 3 days
Communal TV aerial 24 hours N/A 24 hours
Individual TV aerial tenant N/A tenant
Fences & gates, to road tenant N/A programme
Fence adjoining private property Ccl
responsible
tenant N/A programme
Fences and gates between properties tenant N/A tenant
Door-entry system not operational 24 hours N/A 24 hours
Falling gutters, slates, tiles - dangerous 24 hours N/A 24 hours
Washing lines and pulley tenant N/A tenant
Gutter fallen down not indicated N/A 8 weeks
Clear blocked rainwater gutter/ pipe/
gulley
not indicated N/A 4 weeks
Damaged or missing drain gulley gratings,
covers (communal)
24 hours N/A 24 hours
* = right to repair job

Payal Panchal, Southwark Borough Council

Southwark Council - Information request

Our reference: 1108323

show quoted sections

Panchal, Payal, Southwark Borough Council

2 Attachments

Dear Rotherhithe Area Housing Forum,

 

Please see the attached document in response to your information request.

 

Kind regards,

 

 

Payal Panchal

Information Officer

London Borough of Southwark

PO BOX 64529

London

SE1P 5LX 

 

[1][email address]

[2]www.southwark.gov.uk

 

[3]cid:image001.png@01D04781.274745C0[4]www.southwark.gov.uk/mysouthwark

For council services at your fingertips, register online

 

You can access your MySouthwark account to report and track your Council
requests online. You can manage your rent or service charge account, pay
your council tax along with reporting and tracking your housing
repairs. Go to [5]my.southwark.gov.uk.

 

 

 

The email you received and any files transmitted with it are confidential,
may be covered by legal and/or professional privilege and are intended
solely for the use of the individual or entity to whom they are addressed.

If you have received this in error please notify us immediately.

If you are not the intended recipient of the email or the person
responsible for delivering it to them you may not copy it, forward it or
otherwise use it for any purpose or disclose its contents to any other
person. To do so may be unlawful.

Where opinions are expressed in the email they are not necessarily those
of Southwark Council and Southwark Council is not responsible for any
changes made to the message after it has been sent.

References

Visible links
1. mailto:[email address]
2. file:///Documents%20and%20Settings/zbulmer/Local%20Settings/Temporary%20Internet%20Files/Content.Outlook/ECWAQZJO/www.southwark.gov.uk
4. http://www.southwark.gov.uk/mysouthwark
5. https://my.southwark.gov.uk/

Rotherhithe Area Housing Forum

Dear Southwark Borough Council,

Please pass this on to the person who conducts Freedom of Information reviews.

I am writing to request an internal review of Southwark Borough Council's handling of my FOI request 'Repair responsibilities and timescales'.

Your response:
"Our response We do not hold this information in the requested format. Information on repairs can be found on the council’s website. Please follow the links below: https://www.southwark.gov.uk/housing/rep... https://www.southwark.gov.uk/housing/cou... "

Thank you for informing that you do not hold the information requested in the requested format, so the answer is "no". And you are unable to provide for each repair a timescale for "Tenancy Conditions", "Right to repair", and your "aim"? You do not hold that information in any format? This seems implausible because you could not run a housing service without it. We would prefer that you assist us completing this FOIA request properly - see ICO guidance - rather than unintentionally straying into being unhelpful or obstructive.

Our request set out what we found on your website - the publication scheme. Perhaps you did not read this?
The information we requested was not found on the council’s website. https://www.southwark.gov.uk/housing/rep... does not link to the information we seek.

https://www.southwark.gov.uk/housing/cou... , Chapter 2 of the handbook, does not link to the information we seek. And the information is not contained in the handbook in any chapter.

We could make a new FOIA / EIR request if that is a better way to proceed. And that request would ask for the information in any format. However, you may wish just to handover the information using this internal review - Information that we need to update the timescales document.

There is a question, at the back of this, as to what the council considers its "publication scheme" to be which has previously been the website however it appears nowadays - since the reorganisation of the website - that information is no longer accessible as it was.

A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.whatdotheyknow.com/request/r...

Yours faithfully,

Rotherhithe Area Housing Forum

Shorttle, Stuart, Southwark Borough Council

Dear Rotherhithe Area Housing Forum,

 

Thank you for your review request. You submitted a request for information
on 16 August 2019 and this was processed under the Freedom of Information
Act 2000,  a response was provided by our officer on 9 September 2019.

 

Your original request:

 

On ‎03 ‎June ‎2008 Southwark Council kindly provide a document setting out
the repair responsibilities and timescales for secure tenants of the
council. We cannot attached the pdf file to this request but the data is
pasted below. We looked at the council's website and tenants handbook

[1]https://www.southwark.gov.uk/housing/cou...

"10 Service standards: when will your repair be done?" And found some
examples of responsibilities and timescales but not a comprehensive list
as provided in 2008. The handbook refers to "repairs finder" however we
could not find that on the website. It appears it's necessary to log into
a MySouthwark account and select the "Housing repairs tab" to access more
information.

 

REQUEST

Please can you provide an update of the 03 ‎June ‎2008 document clearly
setting out the council's repair responsibilities and timescales? This
should not take very long to do nor should it cost much. For each repair a
timescale provide for the "Tenancy Conditions", "Right to repair", and
your "aim".

 

Note: a copy of Appendix 1 with sample repair timescale was added to your
information request by way of an example of the 2008 pdf.

 

Our response:

 

We do not hold this information in the requested format.

Information on repairs can be found on the council’s website. Please
follow the links below:

[2]https://www.southwark.gov.uk/housing/rep...

[3]https://www.southwark.gov.uk/housing/cou...

 

Your review request :

 

I am writing to request an internal review of Southwark Borough Council's
handling of my FOI request 'Repair responsibilities and timescales'.

 

Thank you for informing that you do not hold the information requested in
the requested format, so the answer is "no". And you are unable to provide
for each repair a timescale for "Tenancy Conditions", "Right to repair",
and your "aim"? You do not hold that information in any format? This seems
implausible because you could not run a housing service without it. We
would prefer that you assist us completing this FOIA request properly -
see ICO guidance - rather than unintentionally straying into being
unhelpful or  obstructive.

 

Our request set out what we found on your website - the publication
scheme.  Perhaps you did not read this?

The information we requested was not  found on the council’s website.
[4]https://www.southwark.gov.uk/housing/rep... does not link to the
information we seek.

 

[5]https://www.southwark.gov.uk/housing/cou...
, Chapter 2 of the handbook, does not link to the information we seek. And
the information is not contained in the handbook in any chapter.

 

We could make a new FOIA / EIR request if that is a better way to proceed.
And that request would ask for the information in any format. However, you
may wish just to handover the information using this internal review -
Information that we need to update the timescales document.

 

Our Internal Review:

 

I have conducted an internal review and my findings are that  the Council
is correct in stating that it no longer holds the information requested in
the format presented in 2008. There is no current plan to recreate the
information in a similar format at any time in the future. In your
original information request you provided a link to the tenants handbook
chapter 2,  and pointed our attention to the section 10 Service
Standards.  Although the section 10 that this refer to is in fact in
chapter 5, ‘Looking after your home and estate’  the information it
contains remains our only current guidance to tenants for generic repair
timescales.

 

Likewise in the response letter our officer provided  a link to the
website pages on repairs, however this requires the individual tenant to
log into a MySouthwark account to track their individual repair progress.
I appreciate that link does not provide you with the information that your
organisation requested but was included by our officer in the response
letter in an effort to be helpful.

 

My findings therefore is that your request for an Internal Review is
partially upheld in that our Officer could had been clearer in her
response, but that the information that was requested no longer exists in
such detail or format as was evident in 2008.

 

I hope that this response is satisfactory however if you are not content
with the outcome of your appeal you may apply directly to the Information
Commissioner for a decision. You should contact her within 2 months of the
outcome of your internal review appeal.

 

Further information on the Freedom of Information Act is available from
the Information Commissioner at the Information Commissioner’s Office,
Wycliffe House, Water Lane, Wilmslow, Cheshire. SK9 5AF. Telephone: 01625
545 700, Internet: [6]https://ico.org.uk

 

 

Yours sincerely

 

Stuart Shorttle

 

Stuart Shorttle
Senior  Information Officer (H&M)
Floor 2, Hub 1
Office: 020 7525 2651
Email: [7][email address]    
Website: [8]www.southwark.gov.uk

 

 

 

The email you received and any files transmitted with it are confidential,
may be covered by legal and/or professional privilege and are intended
solely for the use of the individual or entity to whom they are addressed.

If you have received this in error please notify us immediately.

If you are not the intended recipient of the email or the person
responsible for delivering it to them you may not copy it, forward it or
otherwise use it for any purpose or disclose its contents to any other
person. To do so may be unlawful.

Where opinions are expressed in the email they are not necessarily those
of Southwark Council and Southwark Council is not responsible for any
changes made to the message after it has been sent.

References

Visible links
1. https://www.southwark.gov.uk/housing/cou...
2. https://www.southwark.gov.uk/housing/rep...
3. https://www.southwark.gov.uk/housing/cou...
4. https://www.southwark.gov.uk/housing/rep...
5. https://www.southwark.gov.uk/housing/cou...
6. https://ico.org.uk/
7. mailto:[email address]
8. http://www.southwark.gov.uk/