How to Report a Repair
How to Report a Repair
Reporting a repair
You can report a repair by ringing our Customer Services Team between 8:30am and 4:30pm, Monday to Friday, freephone on 0800 027 0667 (some mobile networks may charge for the call).
What if it is an emergency?
To report an emergency repair during Office Hours (between 8:30am and 4:30pm Monday to Friday) ring the Maintenance Team on 0800 027 0667. This is also the contact number for emergency repairs Outside of Office Hours.
What information do we need?
We need you to tell us your name, address and telephone number. You will also need to provide us details of your repair and access arrangements.
What details do we need?
We need you to give us as much information as possible about your repair.
What happens next?
We will log the details of your repair onto our system. If your repair needs inspecting, we will make an appointment with you for one of our Technical Officers to call at your property in line with our service standards. If your repair doesn't require an inspection, we will issue the work(s) to one of our contractors to call in line with our priority system.
How quickly do we attend?
We operate a priority system for repairs:
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For extreme emergencies we will arrange for a contractor to attend within 3 hours.
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Urgent jobs will be attended within 24 hours.
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If your repair is not urgent, we will programme the work to be completed within 30 days or schedule it with other items as part of a programme.
Repairs you are responsible for:
We will carry out most repairs to your property free of charge but you are responsible for some repairs (examples listed below) and for any damage caused by neglect, carelessness or misuse by you, your family or visitors to your home.
You will also need to pay the contractors call-out charge if you request emergency attendance for a non-emergency repair.
What happens if you miss an appointment?
You must notify the Maintenance Team immediately if you cannot keep to an agreed appointment. If you go out and our contractors call, you will be charged for the cost of the call-out.
What happens when the contractor attends?
The contractor will attend on the agreed appointment date but you should always ask to see ID before letting anyone into your home. If you are not sure do not hesitate to contact our Maintenance Team on 0800 027 0667. The contractor will leave your property clean and tidy and will make every effort to protect your possessions.
What happens after?
We may contact you to ask for your opinion of our repairs service. We ask for this information to ensure you happy with the service we provide to you. You may also receive a visit from one of our Inspectors, we aim to inspect 10% of all our repairs to ensure that you are happy with the standard of work.
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Replacing lost keys, changing locks when keys are lost and adding additional security fittings to your property
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Replacing fuses, light bulbs, fluorescent tubes and starters.
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General tasks; oiling hinges, tightening screws, adjusting doors.
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Keeping your home free of pests.
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Maintaining any fittings or appliances you have fitted yourself (showers, washing machines)
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Replacing broken or cracked glass Clearing blockages in waste pipes or toilets caused by lack of care of unusual objects
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Filling cracks in plaster
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Draught proofing (except external doors)
You will also need to pay the contractors call-out charge if you request emergency attendance for a non-emergency repair.
What happens if you miss an appointment?
You must notify the Maintenance Team immediately if you cannot keep to an agreed appointment. If you go out and our contractors call, you will be charged for the cost of the call-out.
What happens when the contractor attends?
The contractor will attend on the agreed appointment date but you should always ask to see ID before letting anyone into your home. If you are not sure do not hesitate to contact our Maintenance Team on 0800 027 0667. The contractor will leave your property clean and tidy and will make every effort to protect your possessions.
What happens after?
We may contact you to ask for your opinion of our repairs service. We ask for this information to ensure you happy with the service we provide to you. You may also receive a visit from one of our Inspectors, we aim to inspect 10% of all our repairs to ensure that you are happy with the standard of work.
