Housing Repairs and Maintenance Framework

Bury Council is seeking to establish a Housing Repairs and Maintenance Framework to support the management and upkeep of approximately 8,500 residential properties. The framework will deliver a comprehensive range of responsive, planned (including capital works) and cyclical maintenance services to ensure that all properties are safe, compliant with statutory requirements, and maintained to a high standard for tenants. Bury Council is committed to delivering a customer-focused service, with performance measured against defined service levels including emergency, urgent, and routine response times, first-time fix rates, tenant satisfaction, and compliance targets

The framework will operate in accordance with the Council's service standards, including 24-hour emergency response, urgent repairs within 5 working days, routine repairs within 20 working days, and delivery of planned works within agreed programmes (typically up to 50 working days), alongside a 24/7/365 emergency call-out provision. Performance will be actively monitored against key performance indicators, including first-time fix rates, average response times, and tenant satisfaction levels exceeding 90%, ensuring a high-quality and efficient service across the housing portfolio.

The Framework is structured into two Lots to reflect the scope and complexity of services required. Lot 1 - General Builders will provide an integrated, end-to-end service covering day-to-day responsive repairs, void property works, planned, cyclical maintenance and some capital works. This includes internal and external fabric repairs, joinery, plastering, roofing, kitchens and bathrooms, flooring, and associated external works. Contractors under this lot will be required to deliver multi-trade services and manage works across both occupied and void properties, ensuring timely turnaround and minimal disruption to residents.

Lot 2 - Specialist Contractors is divided into nine sub-lots, each providing specialist expertise to support the wider maintenance programme. Covering responsive repairs, void property works, planned, cyclical maintenance and some capital works. These sub-lots include aids and adaptations, drainage, electrical, glazing, painting and decorating, pest control, roofing, scaffolding, and specialist flooring (including carpets). This structure enables Bury Council to appoint suitably qualified and experienced contractors for discrete workstreams, ensuring compliance with relevant standards and best practice while maintaining flexibility and value for money in service delivery.

The overarching objective of the Framework is to establish a reliable, high-performing supply chain capable of delivering responsive and planned maintenance services that meet the Authority's operational needs, regulatory obligations, and customer service expectations.