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The Chartered Institute of Housing is the independent voice for housing and the home of professional standards

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Repairs: CIH charter for housing


For so long the ‘Cinderella’ service, repairs and maintenance is experiencing a new dawn. CIH has been helping to drive this new emphasis on the service, which is consistently rated by tenants as the most important landlord service they receive, through the development of our new Repairs Charter, launched at our Annual Conference and Exhibition in Manchester in June 2012.

Developed in partnership with Mears Group, the charter will help you to ensure that the right strategies, tools and practical approaches are in place to maximise your ability to provide an efficient and effective repairs service. In this way, your tenants and customers can benefit from homes, estates and neighbourhoods that are well maintained and which benefit from services that are high quality yet cost effective.

Why do we need a repairs charter?

  • What tenants want: a good repairs service is one of the most important services provided by a landlord. Not only is it the service that affects the greatest proportion of a landlords' tenants, it is also the service that is most highly valued and relied on by tenants
  • Value for money services: repairs is the biggest area of spend for any landlord; this challenges landlords to drive value for money through both the procurement and delivery of repairs services and to maximise opportunities to enhance local sustainability
  • Maintaining assets: maintaining existing housing stock in a good condition is critical to maintaining long term asset value and viability and to improving environmental sustainability
  • Light touch regulation: lighter touch on regulation, and an end to inspection brings greater responsibility on the sector to drive our own improvement
  • Localism and scrutiny: providing a repairs services that responds to local priorities and is accountable and scrutinised by tenants has never been more important

The charter

Supporting you to deliver the charter

Many housing organisations have used CIH charters to improve their services.  Read about what they have done and how your organisation can make best use of the charters in the new CIH publication How to improve your services with CIH charters.

CIH provides a range of services which can help you to deliver against the charter. For more information please click below:


Complaints charter - sign up now

CIH and HouseMark have published a complaints charter, setting out the outcomes that an effective complaints handling service should achieve. Organisations are encouraged to sign up to the charter on a voluntary basis and to self-assess their performance against it.

By signing up, you are making a public commitment to welcome complaints, to take them seriously and to resolve and learn from them.