You can report a repair by:

Please be aware that:

• we may need to inspect the repair problem before we can pass it to a tradesperson
• we will only respond to emergency repairs outside office hours
• we will charge you a call-out fee if you have exaggerated the problem to get an emergency response
• if you cause the damage, or if repairs cannot be regarded as fair wear and tear, you may be charged for the cost of the repair
• you are advised to take out content insurance
• you should not report urgent repairs in writing.

Emergency repairs

The out-of-hours service (between the hours of 6pm and 8am Mon - Fri, Saturday and Sunday) is for emergency repairs only. We define these as faults which could not have been foreseen and could cause serious damage to the fabric of the property or danger to health or life. IMPORTANT: we will charge you for the cost of the work, plus an administrative fee, if you misuse the out-of-hours service for repairs that are not urgent.

When reporting a repair it will help us deal with it quicker if you give us a clear description of the problem. Our own workforce or external contractors will carry out repair work. The external contractors work to the same standards as our own workforce and all trades staff carry identification cards.

How we classify repairs

RESPONSIVE

Day-to-day repairs in your home that affect your health, safety and comfort, for example water leaks.

We will give each request for a repair a priority based on its urgency. Our response times are:

• emergency: within 24 hours
• urgent: within 5 working days
• standard or non-urgent: within 20 working days.

If you phone to report your repair we will explain how quickly we will deal with your repair and will offer you an appointment while you are on the phone. If you are out when an operative calls, a card will be left asking you to contact us or the contractor to arrange access. We will cancel the order if you do not contact us to make a new appointment within one week or fail to keep a second appointment. We may need to inspect the problem before we can issue an order for the work. If so, one of our staff will visit to check the work within 10 working days from the date you contact us.

PACKAGED

Day-to-day repairs that we do not consider urgent and that we can carry out with other non-urgent work in the same area, for example guttering and fencing.

PLANNED

Work that is not urgent that we can carry out over time, for example roof renewals.

CYCLICAL

Work that is not urgent but needs to be carried out repeatedly for health and safety reasons, for example electrical tests and gas servicing.

We are responsible for:

making sure the property's structure, exterior, fixtures and fittings are safe, weatherproof and fit for human habitation. This includes maintenance of the following:

• Drains, gutters and pipework
• Electric fittings and wiring (but not fuses or appliances)
• Fitted water and central heating systems
• Installations for the supply of services
• Basins, sinks, baths and WCs
• Roof, external walls, doors and windows
• Internal walls, floors and ceilings (but not minor plasterwork)
• Chimneys, chimney stacks and flues (but not sweeping)
• Main pathways, steps and other means of access
• Communal areas of flats and retirement schemes.

We will also keep in good repair and proper working order:

• community alarm services in retirement schemes
• communal TV and satellite systems
• garages and external stores
• boundary walls, gates and fences.

You are responsible for:

• keeping your property clean and in decorative order
• keeping your garden area tidy and free of rubbish
• taking reasonable precautions to prevent damage once a repair has been identified
• allowing us access to your property to carry out an annual gas safety check and any necessary inspections
• reporting any criminal damage or vandalism to the police and getting a Police Crime Report Number
• any appliance of fitting or alternative fixtures you have installed or any damage caused by members of your household or visitors.

We may be able to do some tasks for you if you can't carry out your responsibilities. You will be charged for this, although if you are elderly or disabled some repairs may be done without charge.

 

For full details of your rights and responsibilities see the tenants handbook (pdf)

Updated 16 July 2008

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