Planned Maintenance Policy

2. Scope

This Policy applies to all planned and programmed maintenance activity delivered by B3Living and its appointed contractors across the housing stock. It provides the strategic framework for how planned works are identified, prioritised, funded, delivered and monitored in line with B3Living’s Asset Management Strategy.

The policy applies to:

► All B3Living-owned homes, including houses, flats and communal areas.

► Planned, cyclical and component replacement works forming part of the long-term asset investment programme.

► Capital and revenue funded planned maintenance programmes.

► Employees, consultants and contractors involved in asset planning, investment decision-making and planned works delivery.

The policy supports the Asset Management Strategy by:

► Adopting a component-based approach to asset management, ensuring building elements are maintained and replaced in line with their expected lifecycle.

► Using accurate, up-to-date asset data, stock condition surveys and risk-based intelligence to inform investment priorities.

► Balancing statutory compliance, health and safety, customer experience, sustainability and value for money in investment decisions.

► Supporting long-term financial planning and the sustainable stewardship of B3Living’s housing stock.

► Enabling consistent, transparent and evidence-led decision-making across planned maintenance programmes.

The policy covers:

► Customer engagement and communication throughout the planned works lifecycle.

► Governance, performance monitoring and continuous improvement of planned works delivery.

► Alignment with wider corporate objectives, including safety, regulatory compliance, decarbonisation and neighbourhood quality.

This policy does not apply to responsive repairs, emergency repairs or void works, which are managed through separate policies and procedures.

3. Aims and objectives

3.1 The aims and objectives of this policy are to deliver planned maintenance in a way that is customer-focused, safe, compliant and value-driven. B3Living will communicate clearly with customers, make reasonable adjustments where vulnerabilities or additional needs are identified, and work with contractors to provide respectful, well-managed access arrangements and a positive customer experience.

3.2 Planned works will be informed by robust asset data, lifecycle planning and cost management, supported by effective procurement and prioritised through a risk-based approach.

3.3 The policy also aims to ensure that planned investment is delivered through a sustainable, multi-year programme that supports social value, environmental responsibility and the long-term performance of B3Living’s homes.

4. Customers

4.1 Customer Experience Commitments

4.1.1 B3Living is committed to delivering a positive customer experience throughout planned maintenance works. We will treat customers with courtesy and respect, provide clear points of contact, and take reasonable steps to minimise disruption to the home and neighbourhood. We will keep appointments wherever possible, give timely updates if plans change, and ensure homes are left safe, secure and tidy at the end of each working day. Where concerns or dissatisfaction are identified, we will respond promptly and work with customers and contractors to put things right. We will use feedback, complaints and compliments to improve the way planned works are designed and delivered.

4.2 Communication

4.2.1 B3Living will place customers at the centre of planned maintenance delivery. Effective communication, clear standards of service and respectful engagement are fundamental to achieving positive outcomes for customers and minimising disruption during planned works.

4.2.2 We will provide timely, clear and accessible information to customers about planned maintenance works that affect their homes or communal areas. Communication will be proportionate to the scale and impact of the works and tailored to meet individual needs where required.

4.2.3 For major planned works and component replacements, customers will be given a minimum of one month’s written notice before works commence. This notice will clearly explain:

► The nature and scope of the planned works.
► The expected start date and duration.
► Any preparatory steps required by the customer.
► How customers can obtain further information or raise concerns.

4.2.4 Customers will be kept informed throughout the works programme, including any changes to timescales, scope or access requirements. We will ensure communication is clear, consistent and uses appropriate channels.

4.2.5 Vulnerability - B3Living recognises that some customers may have vulnerabilities or additional support needs that affect how planned maintenance works should be communicated and delivered. We will take reasonable steps to identify relevant needs, tailor communication and access arrangements where appropriate, and work with customers, carers, advocates and contractors to support safe, dignified and inclusive delivery of works.

4.3 Contractor Engagement and Access Arrangements

4.3.1 All contractors delivering planned maintenance works on behalf of B3Living must meet agreed service delivery standards and act professionally and respectfully at all times.

4.3.2 Contractors must carry and present appropriate identification.

4.3.3 All contractors must have an official introductory letter issued by B3Living, confirming that they are authorised to carry out works on our behalf.

4.3.4 Cold calling is not permitted. Contractors must not attend a customer’s home without prior notice. All visits to be pre-arranged and carried out by appointment, at a mutually agreed time and date.

4.3.5 Where access is required, reasonable notice will be provided, and appointments will be managed to minimise disruption.

4.4 Customer Choice

4.4.1 Where major planned works involve component replacement that affects the look, feel or usability of the home, B3Living will offer customers reasonable choices wherever practicable. This may include but is not limited to:

► Flooring finishes
► Wall tiling

4.4.1.2 Kitchen cupboard colours and finishes

4.4.1.3 Worktop colours

4.4.1.4 Paint colours

4.4.2 Choices will be presented clearly, and customer’s will be left a copy for their records.

5. Planning and Contractor Management

5.1 Component Cost Management

5.1.1 Planned maintenance costs will be managed through a component-based asset management approach, using accurate cost, condition and lifecycle information to inform investment decisions. This enables B3Living to forecast, control and optimise expenditure across the housing stock while maintaining required quality and performance standards.

5.1.2 Component costs will be based upon tendered rates and historic delivery costs, and will be reviewed regularly to reflect inflation, procurement outcomes, and any changes in specification.

5.1.3 Investment decisions will balance cost with risk, compliance and the safety and wellbeing of the customer.

5.2 Planned Works Programme

5.2.1 B3Living will maintain a planned works programme that sets out how and when investment in the housing stock will be delivered over the short (1 year), medium (5 Years) and long term (30 Years). The programme will be informed by robust asset data, stock condition information and business priorities, ensuring investment is targeted where it delivers the greatest benefit to customers, safety and asset performance.

5.2.2 The programme will be externally validated by a suitably qualified and competent person to provide assurance that it is viable, deliverable and aligned with the approved Business Plan.

5.2.3 The planned programme will:

• 5.2.3.1 Be developed using a component-based approach, aligned to expected lifecycles and condition data.
• 5.2.3.2 Cover a multi-year investment horizon, with detailed annual programmes supported by longer-term forecasts.
• 5.2.3.3 Align with B3Living’s Asset Management Strategy, Business Plan and financial planning assumptions.
• 5.2.3.4 Include capital and revenue funded planned maintenance, cyclical works and major component replacement.
• 5.2.3.5 Take account of statutory and regulatory requirements, health and safety obligations, and wider corporate priorities such as decarbonisation and sustainability.

5.3 Planned Works Prioritisation

5.3.1 Planned works will be prioritised using a risk-based, evidence-led approach to ensure resources are directed to areas of greatest need and impact. Prioritisation decisions will balance safety, compliance, customer experience, sustainability and value for money.

5.3.2 In determining priorities, B3Living will consider:

• 5.3.2.1 Customer feedback and complaints, including negative customer satisfaction results, complaints or other customer intelligence that may indicate a need for a stock condition survey or further investigation.
• 5.3.2.2 Health and safety risk, including statutory compliance requirements and the mitigation of potential hazards.
• 5.3.2.3 Asset condition and component lifecycles, using stock condition data and surveys to target end-of-life or failing components.
• 5.3.2.4 Decent Homes compliance, including current performance against the Decent Homes Standard, preparedness for the new Decent Homes Standard, commonly referred to as Decent Homes 2, and planned movement towards full compliance through evidence-led investment decisions.
• 5.3.2.5 Customer impact, including disrepair, service failure, vulnerability considerations and opportunities to improve quality of life.
• 5.3.2.6 Sustainability and energy performance, including opportunities to improve energy efficiency, reduce carbon emissions and tackle fuel poverty.
  5.3.2.7 Value for money, taking account of whole-life costs, bundled works, procurement efficiency and long-term asset performance.

5.4 Procurement

5.4.1 B3Living will procure planned maintenance works, goods and services through arrangements that are compliant with relevant legislation, internal financial regulations and procurement procedures. Procurement routes will be selected to support transparent decision-making, effective competition where appropriate, and the appointment of competent contractors capable of meeting B3Living’s standards for safety, quality and customer service.

5.4.2 Procurement decisions will seek to achieve value for money across the life of the asset. Contract arrangements will include appropriate performance standards, pricing mechanisms, service expectations and monitoring requirements to support effective delivery and accountability.

5.4.3 Where practicable, procurement activity will also support B3Living’s wider objectives for social value, sustainability and local economic benefit. Tender evaluation and contract management may include consideration of environmental performance, responsible sourcing, community benefits, apprenticeships and the use of local supply chains, where these are relevant and proportionate to the scope of the works.

5.5 Social Value and Sustainability

5.5.1 B3Living is committed to delivering planned maintenance programmes that maximise social value and contribute to long-term environmental sustainability, alongside improving the quality and safety of customers’ homes. Planned works will be delivered in a way that supports communities, reduces environmental impact, and provides wider economic and social benefits.

5.5.2 Through planned maintenance activity, B3Living will seek to deliver positive social outcomes by:

• 5.5.2.1 Encouraging contractors to use local supply chains and create apprenticeships, work placements or employment opportunities where practicable
• 5.5.2.2 Considering wider neighbourhood benefits, such as improvements to communal areas, accessibility, safety and overall environmental quality.
• 5.5.2.3 Social value will be embedded into contracts with contractors, and progress will be reviewed at contract meetings.

5.5.3 B3Living recognises the importance of sustainable asset management in addressing climate change, reducing fuel poverty and maintaining the long-term value of its housing stock. Planned maintenance programmes will:

• 5.5.3.1 Promote the use of sustainable materials, responsible waste management, recycling and reduced landfill disposal.
• 5.5.3.2 Encourage innovation and best practice in construction methods and technologies that support decarbonisation and environmental resilience.
• 5.5.3.3 Align with B3Living’s wider sustainability, decarbonisation and net zero ambitions, as set out in relevant corporate strategies.

5.6 Construction Design Management Regulations

5.6.1 B3Living will ensure that planned maintenance projects are managed in accordance with the Construction (Design and Management) Regulations 2015. Where applicable, appropriate duty holders will be appointed and provided with suitable and sufficient pre-construction information to support the safe planning, design and delivery of works. As part of the validation survey stage, relevant information will be collected to inform the pre-construction information pack, including property-specific risks, access constraints, occupancy considerations and any known customer vulnerabilities or support needs that may affect how works are planned and undertaken. This will support a better understanding of vulnerability, enable reasonable adjustments to be identified at an early stage, and help ensure that works are delivered safely, lawfully and with due regard to the needs of customers and others affected by the project.

6. Equity, diversity and inclusion

6.1 B3Living will implement this policy in a fair, inclusive and non-discriminatory way, ensuring that no customer is disadvantaged as a result of a protected characteristic, vulnerability, communication need or other additional support requirement. In delivering planned maintenance works, we will take reasonable steps to identify and respond to individual needs at an early stage so that services can be tailored appropriately and reasonable adjustments made where required.

6.2 This includes providing information in accessible formats where needed, considering translation or advocacy support, taking account of health conditions, disabilities and household circumstances when planning access and appointments, and working with contractors to ensure delivery arrangements are respectful and appropriate. Staff and contractors involved in planned works delivery will be expected to understand their responsibilities in relation to equality, diversity and inclusion, including the need to recognise potential vulnerability and respond appropriately. An Equity Impact Assessment will be completed where required in line with B3Living’s policy development arrangements, and the findings will be taken into account when reviewing this policy and associated procedures.

7. Data protection and information security

7.1 The delivery of planned maintenance works may involve the collection, use and sharing of limited personal data in order to plan, communicate and deliver services effectively. This may include contact details, access information, records of appointments, and, where relevant and appropriate, information relating to vulnerability, health conditions, disabilities or support needs to enable safe delivery and reasonable adjustments. B3Living will process personal data in accordance with the UK General Data Protection Regulation, the Data Protection Act 2018, and its internal data protection and information security policies.

7.2 Information will only be collected where it is relevant and necessary for the purpose of delivering planned works, and access to that information will be restricted to those who need it to carry out their role. Where information is shared with contractors or other delivery partners, this will be on a need-to-know basis and subject to appropriate contractual and information governance controls. Personal data will be stored securely, retained in line with B3Living’s records management arrangements, and handled in a way that protects confidentiality and reduces the risk of unauthorised access or disclosure. A Data Protection Impact Assessment will be completed where required, particularly where new processes, systems or categories of personal data are introduced.

8. Customer voice

8.1 B3Living consulted customers in February 2026 to understand their views on planned maintenance communication, reasonable adjustments, access arrangements, and choices for kitchen and bathroom works. The feedback received has directly informed the commitments set out in this policy and has been used to strengthen the way planned works will be planned, communicated and delivered.

8.2 Customers told us that planned works should be communicated early, clearly and in a way that reflects individual circumstances. In response, this policy commits B3Living to providing timely and accessible information, including a minimum of one month’s written notice for major planned works and component replacements. Customer’s fed back that shorter notice periods may be acceptable for some customers who choose to take cancelled appointments, but this will not be treated as the standard approach.

8.3 Customers also asked for reminders and clearer information before works take place. This feedback has been adopted through commitments to keep customers informed throughout the programme, and explain the nature, scope, timing, duration, access requirements and preparation needed for planned works.

8.4 Feedback on vulnerability and accessibility has been reflected in the policy’s stronger focus on reasonable adjustments. The policy requires B3Living to identify relevant needs at an early stage, tailor communication and access arrangements where appropriate, and work with customers, carers, advocates and contractors where this is needed to support safe, and inclusive delivery.

8.5 Customer feedback on choice has been incorporated through the policy commitment to offer reasonable choices where major planned works affect the look, feel or usability of the home. This includes, where practicable, choices on flooring, tiling, kitchen finishes, worktops and paint colours. The policy also reflects customers’ preference for a written record of choices by requiring choices to be presented clearly and a copy left with the customer for their records.

9. Compliance

This policy should be read and implemented in the context of the legislation, regulatory requirements and statutory guidance that govern the management, maintenance and improvement of social housing. The legislation and regulatory standards most relevant to this policy include, but are not limited to:

• Landlord and Tenant Act 1985
• Housing Act 2004
• Housing and Regeneration Act 2008
• Building Safety Act 2022
• Social Housing (Regulation) Act 2023
• Health and Safety at Work etc. Act 1974
• Construction (Design and Management) Regulations 2015
• Equality Act 2010
• Data Protection Act 2018 and the UK General Data Protection Regulation
• Procurement Act 2023, where applicable to procurement activity
  The Regulator of Social Housing’s Consumer Standards, including the Safety and Quality Standard and the Transparency, Influence and Accountability Standard
• Relevant government guidance and any other statutory or regulatory requirements applicable to planned maintenance, building safety, asset management and the delivery of social housing services

10. Health and safety considerations

10.1 Contractors are obliged to comply with the B3Living Health and Safety Policy, and Health and Safety legislation listed in Section 9 of this Policy.

11. Linked policies, procedures and guidance

11.1.1.1  Asset Management Strategy 2025-2028
11.1.1.2  Health and Safety Policy
11.1.1.3  Contract Management Policy
11.1.1.4  Adaptations Policy
11.1.1.5  Construction, Design and Management Policy
11.1.1.6  Asbestos Policy

12. Responsibilities

12.1 The Director of Operations has overall accountability for this Policy, with day-to-day responsibilities as follows:

12.2 The Planned Works Manager will be responsible for the contract management of planned works contractors, ensuring work are completed to the appropriate quality and demonstrate value for money. They will ensure that works are completed to programme so that B3Living maintain their stock to the Decent Homes Standard, moving towards compliance with Decent Homes 2, and in line with their financial planning.

12.3 The Compliance Manager (Gas and Electrical) will manage the planned replacement of gas boilers and other heating systems such as air-source heat pumps, ensuring they are delivered to programme.

12.4 The Building Safety Manager will deliver a fire door replacement programme, plus any other building safety works, including cladding replacement schemes, or structural repairs. Assistance will be sought from specialist Project Managers for complex Building Safety works such as cladding replacement.

12.5 Specialist Contract or Project Managers will be utilised to deliver specialist programmes, for example Warm Homes funded improvement works.