Report A Repair

REPORT A REPAIR ONLINE 

 

As a tenant of Tuntum you have the right to get repair work done quickly and efficiently when you report a problem in your home. You can report a repair directly to us by telephoning 0115 9166 066 or via email using the link above.

What we have to do

Our responsibilities are described by the law.

 

We must:

 

• keep the structure and the outside of your home in good condition.

 

• repair fixtures and fittings inside your home - kitchen units, doors, pipes, heating and so on.

 

• make sure that water, electricity and gas are supplied safely and that waste is taken away properly.

 

• repair and maintain shared areas such as landings, stairways and communal entrances.

What you have to do

You have responsibilities too.

You must tell us about any repair that needs doing as soon as you can. Report it to the Customer Services Team by telephoning 0115 9166 066. They will check what needs doing and, if the work is inside, organise an appointment for the workers to get in.

 

It’s especially important to report urgent problems straightaway - these faults might threaten your health and safety, or mean that the property is dangerous or could be seriously damaged.

 

If you discover an emergency outside normal office hours (which are 9.00am to 5.00 pm, Monday to Friday) or over a holiday period you should ring the appropriate emergency number listed at the end of this section. They will decide if the work is so urgent that someone has to be sent out straightaway or if it can wait for the office to open.

In the case of suspected gas leaks do not strike any matches or switch on any lights or electrical appliances or gas appliances, but telephone British Gas on 0800 111 999 immediately (24 hour service).

By reporting faults quickly you can help us stop minor problems becoming major and expensive ones.

You should keep the decoration inside in good condition. Make sure that you, your family, or your visitors don’t damage the home - accidentally or deliberately. You would have to repair any damage yourself or pay our costs if we have to do it.

 

Repair Response Time

When you report a repair we put it into one of three categories depending on how serious it is. These are:

• Emergency such as: complete power failure, flooding, drains blocked so that sewage can’t escape, ground floor doors or windows made insecure by burglars. These will be done within 24 hours of you reporting the problem.

 

• Urgent such as: plumbing problems and faulty heating. These will be done within 5 working days.

 

• Routine/Non-Urgent such as: a broken internal door or faulty kitchen unit. These will be done within 28 working days.

When the work requested has been ordered we will send you a copy of that order. There is a place on the contractor’s copy of the order which you should sign, once the work has been completed to your satisfaction. If you are not happy you should tell us what went wrong. It is important that you advise us of the date the work was completed.

You can help the repairs service work smoothly by:
 

• keeping your repair appointments so that workers and inspection staff can get on with the job as soon as possible. (Missed appointments mean time wasted and unnecessary expense - we can charge you up to £10 to cover these costs).

 

• signing and dating the contractor’s copy of the order so we can check it has been done. (If you are not there when the contractor finishes the work sign, date and return your copy of the order to this office later, noting the date the works were completed.)

 

Emergency Repairs Outside Office Opening Hours

When we are not open and you require a repair to your property, please contact HomeServe by calling 0845 75 73 842 and they will arrange for your repair to carried out as soon as possible.

NOTE: In the case of suspected gas leaks do not strike any matches or switch on any lights or electrical appliances or gas appliances, but telephone British Gas on 0800 111 999 immediately.

For complete loss of electricity telephone the Electricity Board (in most cases EDF Energy on 0800 783 8866).