REPAIRS & MAINTENANCE

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To book a repair online please click here.  Alternatively you can call the repairs line 24 hours a day on 01253228944 and press option 1 or call 08000730184.  Please note that we only offer an emergency service between the hours of 5pm-8am and can only deal with emergency repairs at this time.

We are committed to ensuring that all of our properties exceed the decent homes standard and will offer an efficient, timely and reliable repairs service.

To help us reach our goals, we expect residents to maintain their  homes to a reasonable standard.  As a landlord we will ensure we will deliver a repairs and maintenance service that residents can be proud of.

 We are responsible for repairing and maintaining the following parts of your home:

• The structure and outside parts of the property
• Fixtures and fittings we have installed
• All water and gas pipes, wiring and heating systems
• Shared areas

This means we are responsible for carrying out repairs to the following:

• Central heating systems, including radiators and flues
• Gas fittings, such as fires and boilers
• Electrical fittings, such as fires, showers, light sockets and switches
• Hard-wired smoke alarms
• Extractor fans
• Plumbing fittings, such as baths, cisterns and taps
• Plastering, where cracks are more than 5mm long
• Locks and keys because of theft or a break-in, and you have a crime number to give us (not if keys are stolen outside your home)
• Waste pipes, drains and overflows
• Roofs, chimneys and guttering
• Outside doors and walls
• Windows and frames
• Paths provided by us
• Garages

 It is important to us that repairs are done quickly and to a high standard. We aim to fix things the first time we visit; to the quality you expect and at the time we say we’re going to call.

Occasionally there are times, such as when there is extremely bad weather or contractors are exceptionally busy, when we cannot carry out repairs as quickly as we would like.

We prioritise repairs into three categories based on how urgent they are. When you report a repair to us, we will tell you what category we have put it in. We measure response times from the date you report the repair to us.

1. Emergency Priority - 24 hour response
2. Urgent Priority - 7 day response
3. Routine Priority - 28 day response
4. Emergency priority – 24 hour response

These are repairs where a delay in fixing them is likely to cause a serious health or safety risk to you or your home. We will quickly make the problem safe and restore essential services within 24 hours. We will carry out a permanent repair during normal working hours.

Emergency repairs include:

• Complete power failure throughout the property or communal area
• No water;
• blocked flue, main drain, soil pipe or toilet pan; (causing sewage backup)
• breakdown of lift;
• burst water main;
• emergency alarm system failure;
• fire damage;
• flooding;
• gas leak;
• unsecure outside window, door or lock;
• loss of gas, electricity or water supply;
• no heating and no hot water (in winter only);
• severe storm damage; or
• unsafe structures or electrical fittings;
• Insecure external doors and windows;
• glazing that is completely smashed through (not cracked);
• lost keys leaving tenant unable to enter property (rechargeable to tenant);
• carbon monoxide activation;
• Security alarm consistently sounding unable to silence – rechargeable if user error;
• offensive graffiti.

 To book a repair online please click here.  Alternatively, you can call the repairs line 24 hours a day on   01253228944 and press option 1 or 08000730184.  Please note that we only offer an emergency service between the hours of 5pm-8am and can only deal with emergency repairs at this time.