Responsive Repairs and Planned Maintenance 2024 - PIN

THE PROCESS

Sanctuary intend to conduct a further competition to enable contract commencement on 1st April 2025.

Sanctuary will be conducting formal bids under the Crown Commercial Service (CCS) Dynamic Purchasing System (DPS), specifically via the RM6241 Housing Maintenance & Repair DPS. It is expected that formal bids under the DPS will be requested early October with contract award being early January 2025.

It is vital that you join the Housing Maintenance DPS if you wish to be considered for this opportunity, please see details on how to onboard below:

• follow the link to the DPS marketplace and scroll down to the Housing maintenance and repairs DPS
• select ‘access as supplier’ and follow the steps to create an account, and then you will be taken to the selection questionnaire
• Suppliers should then follow the instructions to register on the system and complete all required documents. Completion is expected to take little more than a working day for many suppliers, including the new FVRA (Financial assessment) sheet
• CCS will then assess each submission and will either approve, reach out for further information or reject an application. Reasoning for any rejection will be given. Registration can take a number of weeks and you are advised to submit any application as early as possible.

Please note, whilst we are unable at this stage to provide specific filter breakdowns to determine whether you will be shortlisted for this opportunity, we will be in touch as soon as we have further clarity. In the meantime, please complete the DPS questionnaire with all services as an organisation you can deliver.

For the avoidance of doubt, this is being procured via the RM6241 Housing Maintenance & Repair DPS.

There will be an additional requirement to register on the relevant e-tendering portal once this has been decided and further details will be provided. Please note that there will also be a requirement for any successful to supplier to hold a current SSIP accreditation.

If you have any questions about the DPS please contact [email protected].

DESCRIPTION OF WORK

Works Orders issued under the Contract will be in four main categories, these being:

• Responsive Repairs
• Voids
• Damp & Mould
• Disrepair

Responsive Repairs

These are split into two areas:

Day to Day Responsive Repairs including Emergency Work arising during the normal working hours of the day:

“Day to Day Responsive Repairs” shall mean any responsive day to day repairs and maintenance work (including Emergency Work executed during normal working hours) ordered in accordance with the provisions of the Contract and arising during normal working hours from a customer notifying Sanctuary of an issue. Normal working hours are defined as Monday to Friday, 8.00 to 18.00 hours. It is proposed that there will be a KPI to measure either the suppliers average time to complete or the percentage of works completed within target timescale.

“Emergency Work” shall mean Work that is required by its very nature to be undertaken immediately to safeguard the well-being of tenants and/ or occupiers, the structural stability and integrity of the Property, the health and safety of the general public and works of a similar nature, and which arise during the Client’s normal working hours. There will be response times in the contract for emergency attendance. Overall, emergencies currently account for approximately 20% of all responsive calls received from customers.

Out of Hours Emergency Service including Out of Hours Emergency Work

“Out of Hours Emergency Service” shall mean the receipt by the appointed Service Provider of notifications from Sanctuary’s Customer Contact Hub emergency call handling service of repair requests received outside of normal working hours and the undertaking of Out of Hours Emergency Work. “Out of Hours Emergency Work” shall mean Emergency Work as defined above, that is required to be undertaken outside of Sanctuary’s normal working hours as indicated in Contract Details. There will be response times in the contract for emergency attendance.

It is expected for out of hours notifications beyond 6pm of an evening that the remit for the supplier will be limited to either isolating services or making safe as appropriate, and for the full repair works to carried out during normal working hours (unless they are of a minor nature and can be resolved at the first visit).

Voids property Works

“Void Property Works” shall mean any repairs, renewals, reinstatement, replacement, internal redecoration, upgrading, cleaning and clearing out ordered in accordance with the provisions of the Contract arising as a result of a change of tenancy.

Sanctuary will carry out a “Void Property Inspections”. This means inspections the Void Property to establish what works are required. Once scoped and priced the work would then be passed to the Supplier to complete with a target completion date. In addition they would take digital photographs at time of inspection, read meters and forward anything else required to confirm the works required.

Damp & Mould Works

“Damp & Mould Works” covers a range of scenarios, whose end result is that the property doesn’t perform how it should and results in the presence of damp and or mould. These works may be identified via a “Responsive Repair”, “Void Property Works” or a “Disrepair Case”. Sanctuary have separated these types of works as they are required to report them to the Regulator of Social Housing. The works may range from the early identification of an issue and the works are therefore preventative (clearing blocked gutters to avoid water overflow), through to the resolution of damp and mould which is evident in a property and needs to be treated (either directly, or indirectly as a consequence).

Disrepair Cases (England Only)

“Disrepair Cases” are those properties where Sanctuary has failed on their repair obligations required in the tenancy agreement with the customer.

They can take two …