Due to the Coronavirus outbreak we are now only responding to requests for emergency and urgent repairs. However for urgent repairs these will be dealt with on a case by case basis depending on the availability of staff and there is likely to be a delay. If your repair is listed as non-urgent then these will be put on hold until further notice.
It is important to let us know if you or your family have been asked to self-isolate so we can safely accommodate your needs.
We aim to carry out repairs quickly and efficiently and to provide you with a quality service at all times.
Under the terms of your tenancy, you are responsible for keeping your home in good condition, and you must take responsibility for some minor repairs. You can download a table setting out your repair responsibilities here.
We understand that some jobs may be difficult for you to do, especially if you are elderly or disabled or have no one to help out. If this is the case, we can help. We may be able to offer a handyman service, with fixed price charges for common jobs so you know beforehand what it will cost. Please contact us to discuss your needs, email firstname.lastname@example.org or call 0115 916 6066.
When you report a repair
Please give us as much detail as possible about the issue, and provide us with a phone number or email address we can contact you on.
Please keep your appointments or advise us as early as possible if you are not going to be available.
We categorise all repairs that are reported to us, and this will determine how quickly we will deal with the issue.
Emergency repairs are repairs which are needed to avoid serious health and safety problems, or to prevent serious structural damage to your home.
These will be carried out within 24 hours.
Emergency repairs include:
- Serious fires
- Securing main doors or broken windows
- Complete/partial loss of power or lighting
- Leaks leading to severe water penetration/burst pipes
- Total loss of heating
Urgent repairs are repairs which are not classed as an emergency.
We will carry these out within 5 working days.
Urgent repairs include:
- Leaks which are containable
- Roof leaks
- Non-emergency electrical repairs
- General repairs to heating/hot water systems
- General repairs to joinery and plumbing fittings
Non-urgent repairs are repairs which are not emergency or urgent repairs.
Due to the coronavirus outbreak these repairs are on hold until further notice.
Non-urgent repairs include:
- Minor plumbing repairs
- Repairs to fittings
- Plaster defects
- Replacing fencing
- Replacing rotting windows and doors
Which repairs will I have to pay for?
If a repair in your home is the result of neglect or damage (accidental or otherwise), you’ll be responsible for putting it right and paying for it. This includes damage caused by any members of your household as well as by your pets or visitors.
If the issue presents a health and safety or security risk, we’ll carry out the repairs for you, but you will have to pay the cost. These are called rechargeable repairs.
Examples of rechargeable repairs include:
You will also be charged for:
If you do not carry out any repairs or replacements that you are responsible for, we will charge you for any costs that we incur fixing the issue at a later date.