The following information, provides our Suppliers and Customers with information relating to repairs orders issued via our housing management system. For non-repairs orders, such as supply of goods and services you can find more information by visiting this page.

Our repairs orders are issued with a target completion date, these are the latest dates in which we require the works to be completed, the order will provide you with one of the following codes:

  • E (Emergency) – 24 hours
  • U (Urgent) – 7 days
  • R (Routine) – 28 days
  • X (User Defined) – timescale to be agreed

Suppliers are to contact our Customer Experience team on 02920 672339 if they are unable to undertake the work in the required period so appropriate action can be taken.

Suppliers are responsible for contacting our Customers/Site Representatives to book an appointment within the target completion date.

On receipt of a repairs order, Suppliers must make contact with the Customer/Site Representative within the following time frames:

  •  Emergency – 4 hours
  •  Urgent – 2 days
  •  Routine – 5 days
  •  User Defined – 5 days

Where contact details are missing from a repairs orders, or Suppliers are unable to make contact with a Customer/Site Representative then they can contact the Customer Experience Team on 02920 672339 for assistance.

Suppliers should ensure that the Customer/Site Representative is kept informed of all appointments, however we appreciate that Suppliers may experience no access of a pre-arranged appointment. If this happens then Suppliers are required to leave a calling card and take photographs of proof of visit and contact the Customer/Site Representative to re-arrange the appointment.

If Suppliers are unable to gain access following the third attempt, then they must email through to the following teams (please specify Access in the subject line) with proof of the failed attempts:

The relevant teams will attempt to rearrange the appointment on the Suppliers behalf following three no access attempts.

All Suppliers carrying out repairs must ensure they follow the Supplier Code of Conduct for Repairs and Maintenance.

A copy of this can be found here.

Hafod have a diverse range of Customers and are committed to ensuring that they are all treated with dignity and respect.

If Suppliers have any concerns for the welfare of our Customers, in cases of emergency please contact the police or local welfare teams in the first instance and report your concerns to the relevant team in Hafod.

For non-urgent cases Suppliers are to report these to the relevant team in Hafod.

It is important that Suppliers undertake all repairs in line with the Health and Safety at Work Act 1974 and all relevant regulations specifically Construction (Design and Management) Regulations 2015.

The Health & Safety team reserve the right to request copies of site-specific Risk Assessment and Method Statements (RAMs) relating to the types of works Suppliers are undertaking as per the description in a Repairs Order to ensure safe working standards are being followed.

Fire Safety is of utmost importance, and if a repair relates to any fire compartmentation in place, the Supplier must ensure that this is rectified to the correct fire standard with appropriate material.

Suppliers can contact Health&Safety@hafod.org.uk for further assistance.

Under The Renting Homes (Fitness for Human Habitation) (Wales) Regulations 2022 Suppliers working on behalf of Hafod are required to notify us of any defects they identify whilst in our properties.

If Suppliers discover any associated defects, they must be reported immediately to maintenance.enquiries@hafod.org.uk.

If a Supplier suspects the damage has been caused to a property by a Customer, they are obligated to raise this with the Customer Experience team for an investigation to take place.

Photographic evidence will be required.

Some repairs orders may provide Suppliers with additional information such as ‘asbestos on site’ please pay attention to any additional information and take into consideration when attending site.

We are committed to providing first time fixes for our Customers, therefore if follow on works are required for a responsive repair or compliance order, Suppliers are allowed an additional £150 self authorisation limit to carry out the required repairs above the Repairs Order value. For variations to planned works, Suppliers must speak to the planned works teams prior to undertaking additional works.

If the works/services required to complete the Repairs Order exceed the Repairs Order value and self authorisation limit, or vary from the Repairs Order description, Suppliers are required to contact the relevant teams to gain authorisation before undertaking the works/services.

If Suppliers require approval whilst on site, then they can contact our Customer Experience Team on 02920 672339 who will direct them through to the right department.

Evidence of all work undertaken is required, this includes details on completed job sheets signed by our Customer and photographs where possible.  Our teams do monitor Repairs Orders to ensure any additional works carried out are in line with the Repairs Order and any discrepancies will be investigated with the Supplier.

All works/services undertaken shall include a 12-month defect period.

Once the required works has been completed, Suppliers are to notify our teams prior to sending an invoce. Suppliers can contact our teams using the following email addressess , quoting ‘Completion’ in the subject line:

Within the email Suppliers are to provide the following:

  • Repairs Order number
  • Completion date
  • Details of the work undertaken
  • Details of any works outstanding or additional works required
  • Line-item value of the work undertaken
  • A copy of the works order sheet completed on site and signed by the Customer or site representative

Once a repairs order has been fully completed, and the relevant teams notified, Suppliers are able to raise and issue a invoice.Payment terms are 30 days from the production of a compliant invoice, invoices must include:

  • Invoice Number
  • Date of Invoice
  • Purchase Order number
  • Completion Date
  • Description of Works
  • Breakdown of Costs
  • Company Name
  • Company Address
  • Company VAT details
  • Company Bank Account details

All invoices are to be issued to purchase.ledger@hafod.org.uk to be processed, for compliance and planned works invoices also cc in the following team email addresses:

Suppliers are to note that the system will reject any invoices without a valid order number, only one invoice can be submitted per order number unless we have pre-agreed consolidated invoicing with a Supplier.

Hafod will issue an automated remittance advice once payment has been made, these will be sent to the email address held on file. If Suppliers have not received a remittance advice or have any queries regarding a statement, they can contact purchase.ledger@hafod.org.uk.

Suppliers can contact procurement@hafod.org.uk if they require any of the details we hold for your company updating, i.e:

  • Email address
  • Bank details
  • Registered address

Our teams will require evidence of the change so please provide as much detail as possible.

Standard repairs orders are issued under Hafods Standard Terms and Conditions for Goods and Services, which you can read here.

By accepting a repairs order, Suppliers agree that all other Terms and Conditions are expressly excluded, and they have read and accepted the Repairs Order and Contract subject to these conditions.

Where a Repairs Order relates to a previously agreed and executed Contract, then the Terms of that Contract takes precedence over the Standard Terms and Conditions of Goods and Services.

If Suppliers have any queries relating to the Terms and Conditions, then they are to contact the person who requested the Repairs Order without delay.