YMCA Exeter Wellbeing and Maintenance pledge

Our Promise At YMCA Exeter, your wellbeing, safety and comfort are our priority. This charter sets out what you can expect from us and what we ask of you in return. It supports you but also our commitment to the UK’s Consumer Standards, Tenant Satisfaction Measures and Housing Ombudsman best practice.

Wellbeing through Maintenance A safe, clean and comfortable home is key to your wellbeing. We believe that a well-maintained environment supports your physical and mental health. We carry out regular checks, respond quickly to repairs and keep shared spaces welcoming. Support staff are here to help you feel at home and raise any concerns. When your space is looked after, it’s easier to feel settled and focus on your own growth and wellbeing.

Maintenance Service We promise to keep your home safe, secure and well maintained. Repairs can be reported online, in person or by phone. Emergency repairs, including fire alarm issues, are dealt with urgently, especially in Stage 3 and 4 housing. Out of hours maintenance is available for urgent issues and fire alarm call outs. At Sidwell Studios, this may involve our on site fire wardens when present. We’ll keep you updated about your repair and timeframes. Most non urgent repairs are completed within ten working days.

Your Role Report issues as soon as you notice them. Keep your space clean and safe, and follow health and safety rules. Be respectful to staff, contractors and fellow residents. Give feedback and take part in surveys to help us improve.

Complaints We aim to resolve issues informally when suitable, but we welcome formal complaints and never discourage them. We have a clear two stage complaint process overseen by our CEO and Chair of the Board. Unresolved complaints can be taken to the Housing Ombudsman. See our full Complaints Policy online or ask staff for help.

Feedback and Improvement We regularly ask for your views through surveys. These include quick feedback and more detailed service reviews. Your responses help improve our services and are shared with senior staff and our Board of Trustees. Surveys may include thank you rewards like a voucher or hoodie.

Accountability We are open about how we work and are committed to improving. This charter helps us meet national standards and acts as a guide for regular reviews of our service.

In Summary This is your home and we want it to feel safe, supportive and well looked after. Your voice helps shape the way we work. Together, we build better communities.

Examples of Timescale.

For all maintenance requests we will aim to attend, assess and rectify the issue as soon as possible. However, during busy periods we will priorities jobs based on the emergency and impact of the issue. Bellow is some guidance as to what would fit into the various time scales, we may use to prioritise types of work. This is not an exhaustive list but gives a general overview of how we would try and make our assessments

24 Hours

· Gas leak or carbon monoxide alarm activation

· No heating (especially in winter or for vulnerable residents)

· No electricity or dangerous electrical fault

· Major water leak or burst pipe

· Total loss of water supply

· Roof leaking heavily

7days

· Partial loss of heating or hot water

· Faulty boiler

· Toilet not flushing

· Minor roof leak

· Broken windows

· Minor plumbing leaks

14 days

· Dripping tap

· Sticking doors or windows

· Broken cupboard doors

28 Days

· Fencing repairs

· Worn-out bathroom sealant

· Cracked plaster

· Non essential replacements

Planned works 1-6 months

· Full roof replacement

· Kitchen replacement

· Bathroom replacement

· Rewiring a property

· Structural repairs

· External rendering or brickwork