REPORT A REPAIR - 0808 100 0403

We prioritise our repairs according to how urgent they are using the following categories:

Emergencies

If there is a danger to health or personal safety, we aim to respond to repairs within 4 hours of you reporting them to us, e.g. major leaks, no electricity, loose masonry. If it is impossible to complete the repair immediately, a temporary repair to remove the risk will be completed by the target time.

When our office is closed emergency repairs should be reported to our out-of-hours call service on freephone 0800 783 7937. If an out of office hours repair is classed as an emergency the out-of-hours service will send someone out immediately. If it is not an emergency, they will pass the report on to us when the office is open the next day and we will then contact you to organise the repair.

Immediate

Repairs causing very serious discomfort or inconvenience, e.g. door lock failure, broken windows.
We aim to respond to these repairs within 24 hours of the report. Again, if it is impossible to complete the repair in this time, a temporary repair to remove the risk will be completed.

Urgent

Repairs which cause discomfort or inconvenience but no serious danger to health and safety, e.g. minor leaks, running overflow. We aim to respond to these repairs within five working days of you reporting them to us.

Routine

Minor repairs which cause irritation but not serious inconvenience, e.g. dripping taps, cracked plaster. We aim to respond to these repairs within 20 working days of you reporting them to us. Whilst the Association takes every care to make finances available to meet all its repair responsibilities it may on occasion be
necessary to schedule non-urgent repairs over a longer period - you will always be advised if this is the case and kept up to date on when the work can be done.

Confirmation and Feedback

For all repairs accepted by us, we post out a letter detailing the work that has been ordered. We also send a satisfaction slip to fill in and send back to us (freepost) when the work is done, so that we can check that the repair has been carried out properly. Please let us know if you are not happy with the work done.

Contractor Identification

For your own safety please remember to check the identity of anyone you allow into your home – our staff and contractors will be able to provide you with identification cards.