Tuntum Housing Association - How do I request a repair?

How do I request a repair?

Tuntum carries out repairs by either giving the work to our own maintenance team (our Direct Labour Organisation or DLO), or to external, often specialist contractors. Either way you should receive a courteous and professional service.

We divide repair requests into the following categories, and respond in the timescales given against each type of repair

Emergency repair - within 24 hours
Urgent repairs - within 5 working days
Non-urgent repairs - within 21 days

Examples of emergency and urgent repairs are:

Emergency: serious fires, burst water pipes, securing external doors and windows, leaks leading to flooding, faulty electrics, gas leaks, blocked main drains, loss of heating. We aim to attend to these within 24 hours.
Urgent: minor plumbing repairs, leaking roofs, general electrical repairs, general repairs to heating and hot water systems. We aim to attend to these within 5 days.

What if you are not happy with a repair?

We ask each tenant to fill in a Repair Satisfaction Form to provide us with feedback on the repairs we have carried out and so improve our repairs service. Occasionally tenants are unhappy with the service and in such cases, tenants may be able to use the government’s ‘Right to Repair’ scheme, where they get the repair done and recharge Tuntum. They may also be able to claim compensation for unacceptable delays and/or poor workmanship. Tenants should contact us for further details, or click here to download a copy of our Compensation Policy.

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