Repairs and Improvements
Who is responsible for what?
It is our job to maintain and repair the structure of your home. This section explains in detail the repairs service that we provide for you.
Our responsibilities
We are responsible for maintaining the structure and outside of your home. We will repair:-
- Roofs, foundations, outside walls
- Drains, gutters, external pipes
- External doors, windows and fascia boards
- Fences, pathways, steps and other entrances to the building
- Chimneys and chimney stacks
In shared areas of blocks of flats, we will maintain:-
- Communal stairways, corridors, entrances
- Shared facilities including television aerials, door entry systems, rubbish chutes, lifts, common area lighting
Emergency “out of hours” services
When our offices are closed we provide an emergency contact service. It is available 365 days a year, 24 hours a day on 0800 923 2700. Please use this number only in a genuine emergency.
Emergency Repairs
This service deals with situations such as burst pipes, communal power failure or fire damage. We will try to get someone to make safe or repair a problem, as quickly as possible and will normally attend to carry out an interim repair within 2 hours. Please note, if we later find the damage was caused by you, your family or visitors, we may have to charge you.
Reporting repairs
You must report any emergency faults or damage immediately to us to prevent more serious damage occurring. You can do this in any of the following ways:-
Online, in person, in writing or by telephone to your Area Housing Office
By telephone to the Repairs Freephone Number on 0800 923 2700
When you report a repair, always give the following information:-
- Your name, address, mobile or landline telephone number
- The location of the repair
- Details of what repair is needed
Getting the repair done quickly
The time taken to carry out repairs depends upon the sort of repair you need. We have four different categories ranging from emergencies, where there is danger to life, to non-urgent work like clearing weeds from a path. In exceptional circumstances, for example, where an elderly or disabled person is involved, a repair may be given a higher priority.
Please quote your ‘Job number ’ located on your Repair notification if you ever need to contact us regarding your repair.
Giving access
If the workman requires access you must allow our workers or contractors into your home to inspect the condition of the property or to carry out repairs. In many cases an appointment will be arranged giving you at least 24 hours notice of when we will call to inspect the property or do the repairs. But if there is an emergency which may cause personal injury or damage to either your or another property, we can enter your home immediately. Our inspectors, contractors and The Trust Staff all carry identification which you should ask to see before letting them into your home. Representatives of Gas, Electricity and Water Companies also carry Identity Cards. They should also have an official order form, or ‘job sheet’ with them.
If you have any doubts about someone who calls at your home, don't let them in, check with your Area Housing Office or the Call and Repairs Centre.
How quickly can you expect repairs to be done?
We have four different categories of repairs which relate to a target time you can expect the repair to be completed by. In exceptional circumstances for example where an elderly or disabled person is involved, a repair may be given a higher priority.
- Emergency
- Emergency work which will be completed/made safe within 2 hours and is not pre-inspected.
- Vital
- Emergency work which will be completed/made safe within 24 hours and is not pre-inspected. This applies only to serious emergency situations where there is a danger of death or injury or major damage to your home or surrounding homes. Reinstatement of essential services is also a top priority.
- Urgent
- This is for urgent repairs which will be completed/made safe within 5 calendar days and is generally not preinspected. This is for situations where the repair is urgently required but there is no immediate danger if it is not completed within 24 hours. Typical examples are:-
- Door Entry Systems - repair
- Drains - blocked (surface water)
- Glazing for communal areas including doors
- Routine
- This is for routine repairs which will be completed
within 28 calendar days and when appropriate, pre-inspected within 7 days. This is for situations where a repair is required but there is no immediate danger. Examples include:-
- Brickwork
- Communal (shared) areas of flats - repairs to stairways/corridors/entrances
- Gutters - broken/hanging
- Plaster - bulging/fallen/loose in communal areas
The above lists act as a guide for when you can expect a repair to be done. For more information about specific repairs ask at your Area Housing Office or dial the freephone number.
Please note, if it is necessary to order parts, a delay may occur, but you will be fully advised of when to expect a completion of the works.
Communal television aerials
If your television operates using a shared aerial system and you suspect that it is faulty, please check with your neighbours that they are having problems with their reception before reporting the matter. If there is a problem report it to the Call & Repairs Centre.
date published: 17/11/2006