Repairs to your Home
We will repair and maintain the structure of the property you live in and the outside of the building (including the roof, drains, gutters and pipes). In blocks of flats or maisonettes, we are responsible for entrance doors, halls, stairways, lifts, rubbish chutes, lighting or other items or areas that are shared by all the tenants and leaseholders.
In almost all cases, we will carry out a repair. We will only replace something if it is not practical or is too expensive to repair it. We may remove some items without replacing them. In some cases where a repair is difficult to diagnose, we may need to visit to inspect the property.
To report a repair please call our customer service team on 01664 502502. You will be asked to provide:
- Your name and address
- Your phone number
- The type of property – house or flat
- Times when someone will be at home – we will not enter the property unless someone over the age of 18 is there.
- Details of any special circumstances
- Details of the repair - please try to give as much detail as possible, such as, what needs repairing and where about in your home it is
- How did it happen?
Please describe the repair in as much detail as you can as this will help us to bring the right parts to complete the repair.
Your repair will be allocated a priority based on the information you give us. Please remember it is important to give us accurate information as possible. We know that you want your repair carried out as soon as possible but overstating or exaggerating the urgency of a repair will affect the efficiency of the service for all our customers.
We will offer you an appointment within 7 or 28 days for all repairs except emergencies. You must keep appointments that we have agreed with you.
Priority A - Emergencies: For example uncontrollable leak or complete loss of heating or hot water. The repair will be responded to within 24 hours. No appointment will be made but an adult will be expected to stay at the property until the emergency has been made safe.
Priority C - Urgent: For example a leaking pipe with the water being caught in a bowl. An appointment will be made and completed within 7 days, you will be called by the contractor to arrange the appointment.
Priority E - Routine: For example, dripping taps into the sink, leaking guttering. An appointment will be made and completed within 28 days. You will be called by the contractor to arrange the appointment.
If the operative is unable to gain access to your property, they will leave a card with contact details in order for you to arrange a new time for the work to be carried out. We will try to arrange access twice but if we cannot get in to do the repair, it will be cancelled and you will need to call us to report the repair again. Please note that you may be charged for some missed appointments.
Some larger more complicated repairs or improvement works may take longer.
Help us to get the job done
When our repair staff or contractors visit to carry out work we expect them to respect your home. It is important to remember that your home becomes a workplace so we need you to help us carry out work quickly and safely:
- Making sure that someone is home for the appointment. If you report an emergency repair, you must stay in your home until the contractor arrives, if it is safe to do so.
- We expect you to make arrangements to allow contractors to get on with their work (for example, by keeping children and pets out of the way).
- Clear work areas and arrange for furniture to be moved or floor coverings need to be taken up, if necessary.
- We aim to protect staff and contractors from the effects of second hand smoke and would respectfully ask that you or other family members do not smoke whilst our contractors and staff are in your property.
Other Types of Maintenance that may be done in my Home
Cyclical maintenance is work to maintain the general condition of the property and some communal fittings. It includes:
- External redecoration of your house or block of flats
- Internal decoration of communal areas e.g. stairwells and entrance halls
- General repairs to boundary lines and paths
- Checking, repairing and replacing guttering and downpipes.
Planned maintenance is designed to update and replace worn-out parts of your building. It includes:
- Major repairs to shared areas e.g. paths, steps, communal fences
- Major repairs to the fabric of the building e.g. repointing or works to renew the damp proof course.
- Replacement roofs
- Replacement windows - following surveys from a repairs & maintenance surveyor
- Replacing boilers/central heating systems following surveys by an approved inspector
- replacement kitchens following surveys from a repairs & maintenance surveyor
- electrical rewiring
- Car parks and parking spaces
We will advise you of planned or cyclical maintenance taking place in your home or block, and discuss the project with you before any work is undertaken.
This type of work is planned so there is no defined timescale. We can carry out temporary repairs if appropriate.
You can ask us for permission to make improvements and alterations to your home. Please contact customer services on 01664 502502 for more information.
Right to Buy
If your property has an active Right to Buy, no repairs will be carried out except emergencies.