Responsive Repairs

Responsive repairs comprise routine and everyday repairs, as well as emergency and urgent repairs. Responsive repairs resolve and restore defective assets back to full working condition. This could involve fixing the asset or replacing it entirely. This type of repair work occurs on an ad-hoc basis and is not included within a planned or cyclical maintenance programme. As the name suggests, responsive repairs occur in direct response to a reported breakdown. They quickly rectify issues as they occur. The reports, or requests for a repair may come from the landlord, the owner or the tenant/resident.

Responsive repairs range from routine fixes to urgent or emergency issues, restoring assets to full working condition. Emergency issues include burst pipes, faulty boilers, loss of heat, water or electricity supply. Urgent issues might include issues like the presence of damp or mould which are injurious to health if left untreated. Routine issues include things like broken windows or taps. Axis’ in-house Call Centre employees assess and prioritize repairs, with emergency teams available 24/7.

Our work will vary according to our client’s needs and the terms of our contract. Tenants can find out more about which types of repairs they are responsible for in their handbook. Our skills include:

• Masonry
• Carpentry
• Joinery
• Brickwork
• Metalwork
• Mechanical and Electrical (M&E)
• Plumbing
• Gas and boiler repairs
• Windows and doors repairs
• Pest control
• Roofing
• Drainage, rainwater goods and guttering
• Damp and mould services
• Within communal areas, we also resolve faults associated with stairwells, handrails landings, hallways and communal doors

We are proud of our highly diverse, skilled and reliable repairs teams who are renowned for consistently completing projects to a high standard and maintaining high levels of resident satisfaction. Axis always ensures that clients’ project needs are completed by the appropriately skilled tradesperson who is qualified to do the job. Our team includes:

• Mechanics
• Electricians
• Plumbers
• Multi-traders
• Carpenters
• Stonemasons
• Builders
• Landscapers
• Glaziers
• Roofers

The health and safety of our people, clients, occupants and the public is paramount. Each individual working on-site has obtained the correct health and safety training and accreditations to ensure safe working practice. We aim for a first-time fix, delivered with a smile!

Axis takes a proactive approach to reduce the downtime and disruption to tenants and occupants caused by asset faults and failures. Our repair teams are on hand to react to issues as they arise, solving problems as quickly as possible. We are committed to continually improving call out efficiency. Axis’ fast and responsive automated booking system is ready to handle clients’ enquiries and arrange reactive repairs. We’ll always aim for a first-time fix. Our teams will assess the issue before appointing an operative with the right skills, equipment and expertise to resolve faults and damages as efficiently as possible. Axis’ long-standing and trusted supply chain is on board to ensure that we have access to quality material needed to complete repair work. We keep residents informed about the progress of their reported repair.

Whilst planned and cyclical maintenance programmes work to reduce the likelihood of sudden asset and facility faults, it’s only natural that these assets may unexpectedly run into a fault from time to time. However, sudden issues can cause inconvenience and disruption to residents and compromise the overall standard of living.

Responsive repairs have one of the greatest impacts on residents’ quality of life. Axis values the importance of providing residents with a high level of customer care and satisfaction. Our responsive repair services are important for ensuring that residents can experience well-conditioned, fully- functional and above all, safe and comfortable living spaces. If issues go unactioned or unreported, the quality of homes or living spaces is affected and in the long term, the general condition of the property can become compromised. Responsive repairs are not only important for maintaining residents’ standard of living but also work to protect the value and condition of the property and its assets for the future.

Resident care is at the heart of all our work. Throughout the repair process all our employees will be courteous and treat you with respect. You can phone Axis’ UK-based, in-house trained Call Handlers, available 24/7 on a dedicated number which you will receive from your landlord or housing provider. In some cases where available, you can book online using our automated booking service and chatbot.

After our team has assessed the issue, a skilled operative is assigned to fix the problem, with full appointment tracking and communication to keep you posted about their arrival time.

Empty social housing properties are referred to as voids. Voids repairs occur in between tenancies to repair and refurbish an empty property before it is re-let. The main purpose of void repairs is to bring the vacant property back to a lettable condition as quickly as possible.

This ensures that new tenants can move into a fresh, safe and comfortable environment – vital in enhancing resident satisfaction levels. Landlords often have a waiting list for their properties. Axis carries out voids repairs and refurbishments with maximum efficiency to reduce the turnaround time on empty properties. Additionally, by staying on top of issues that could become long-term problems, landlords can reduce repair costs in the future.

Axis’ property surveyors will identify any faults, damage and necessary maintenance requirements, checking that gas and electric systems are safe and in good condition, kitchen and bathroom facilities are fully functional and clean, and that the property is secure and free of infestation and damp and mould. We’ll put together a list of work that is required to bring the property back to a minimum lettable standard. Any damage or faults will be added to the list. Axis works alongside the landlords to complete any repair work within the scheduled time frame so that turnaround time is not delayed. Our schedulers will liaise with operatives and send the right teams or skilled individuals out to complete the job. This could include plumbing, gas, electrical and boiler work as well as window repairs, door or lock replacement. Once work is complete, we’ll provide photographic inventory and condition reporting.