To report a repair you can call us on 0330 355 1000. You can use this number for emergency repairs (where there is a danger to health or safety), 24 hours a day, seven days a week.
You can also email us at email@example.com.
As your landlord we must make sure your home is structurally sound and weathertight. We are also responsible for ensuring you have installations for the supply of water, gas, electricity and heating. However, we may recharge you for the cost of repair if the cause is found to be damage, inaction or neglect. A list of our repair responsibilities can be found here.
The type of repairs that we will carry out include repairs to:
Our repairs guide also includes information on which repairs are our responsibility.
Yes, you must carry out minor repairs that are outside our service offer although there may be exceptions due to vulnerability or other needs. A list of your repair responsibilities is also included in our policy and our repairs guide. The guide also includes some hints and tips to help you keep your home safe and in good repair. The type of repairs we generally expect you to carry out include:
We offer a handyperson service that offers reasonable rates for repairs that are your responsibility. It can be expensive and difficult to find someone to do smaller jobs like fixing a tap or a new toilet seat, unblocking waste pipes or changing a lock. Our handyperson service can help and it may be cheaper than finding someone yourself. If you want to use our handyperson service simply email us at firstname.lastname@example.org or call us on 0330 355 1000. We will give you a cost for the job and carry out the repair as soon as possible once paid for in advance.
We expect you to keep your home in good condition, undertake minor repairs and avoid actions or omissions that result in damage to fixtures and fittings or blockages to pipes and drains. If damage occurs for which you are responsible, we will expect you to carry out the repair yourself or we will charge you for the work. You will need to pay the full cost of the repair, including an administration fee and VAT, in advance of the work being carried out.
If you are a victim of a crime and your keys are stolen and you can give us a police crime number we will change your locks for free. If you lose your keys we will change the locks on your property but you will be charged and payment expected in advance.
If you need an extra set of keys you will need to arrange that with a locksmith and pay to have these cut. There is a limit on the number of fobs we issue to each household for security reasons but if you have a valid reason for an additional fob, such as for a carer, these can be requested using our contact details. There will be a charge for each new fob issued.
You may also be charged an emergency call out fee of £20 if you misrepresent the urgency of a repair to obtain an emergency response during or outside of normal working hours. Repairs will be restricted to emergencies only until the charge has been paid.
Some customers believe that we automatically insure your furniture, belongings and decorations against fire, theft, vandalism or water damage such as burst pipes but this is not the case. We are responsible for insuring the fabric of the building but we don’t insure your belongings so you need to take out your own cover. You can either make your own arrangements or use a low cost scheme we have negotiated with an insurance company. Contact us for details of the scheme and an application form.
We expect customers to provide access for repairs at the agreed appointed time. If, on two or more occasions, you do not allow access for pre-arranged appointments or emergency repairs a ‘no access’ fee of £20 will be charged and access to the repairs service will be restricted to emergency repairs only until the charge has been paid.
If you smell gas you should phone the National Gas Emergency Service immediately on 0800 111 999.
We are committed to the provision of adaptations to restore or enable independent living where feasible. We will consider requests for adaptations through our partnership with the local authority and in accordance with our Adaptations Policy. The telephone number for Aids and Adaptations is 0161 277 1704.
You must obtain our written permission before you carry out any changes to your home. We will need full details as to what alterations you want to make and we will let you know if there are any conditions that need to be met. For instance, you may need to obtain planning and building control permissions or we may require you to return the property to the condition it was in before if you later decide to move. You will be responsible for any repairs or maintenance of the improvement or alteration that may be needed. You will be recharged for any unauthorised improvements or alterations identified either during or at the end of your tenancy.