Repairs will be carried out by either our own maintenance staff or an approved contractor. We will always ensure that staff and contractors have identification with them, protect your property, and clear up after they have finished their work. We will carry out post-repairs surveys on a number of the repairs carried out.
Repairs can be reported via email: firstname.lastname@example.org
Please include your address and as much detail about the issue as possible. You can send photos and video to us so we can better determine how we can help you.
When a repair is reported to us via email, you will receive a reply during office hours explaining the next steps. This could be a visit from a maintenance officer to determine the scale of the issue or take measurements, or it could be that a contractor will visit you to carry out the job. You may wish to be at home while the repair is carried out, but we are often able to organise access to your flat either by our own team or a warden so you won’t have to stay home to provide access. We will discuss this with you.
We aim to attend to all reported issues as quickly as possible. You can see an overview of our performance standards below:
An emergency is a maintenance or repairs issue which poses an immediate risk to the safety of tenants or the building. An example could be water coming through the ceiling or loss of hot water and heating in a building in the middle of winter. If an issue of this type occurs outside office hours, you need to contact your warden directly. We aim to attend to emergencies within 24hrs.
An urgent repair would be an issue which materially affect your comfort or convenience. An example of an urgent repair could be all lights in a room out of order, a broken bed, or a single radiator out of order. We aim to attend to urgent repairs within 5 days.
A routine repair would be anything that doesn’t fall in one of the above categories, for example a slightly loose door handle, a curtain in need of replacement, or a cosmetic repair. We aim to attend to routine repairs within 15 days.
We maintain all exterior drains, gutters, roofs, external pipes, chimney stacks, walls, windows, doors and door locks, paths, steps, stores, gardens and fences. We aim to redecorate the outsides of our buildings and common areas about every eight years.
We maintain all walls and doors, ceilings, floors, joinery, door furniture, all kitchen and bathroom fixtures and fittings supplied by the Association. We decorate the inside of flats when it is needed.
We are responsible for maintaining your water, gas and electricity, sanitary services, including baths, showers, sinks, W.C.s and basins, your heating, lighting and all appliances supplied by the Association. If you have a gas boiler in your flat, we will service and safety check it every year.
We provide and maintain fire protection equipment and door entry systems. We also deal with pest control.
We safety test all portable electrical appliances that we have supplied every year.
We check tanks and communal shower facilities on a regular basis to prevent the spread of Legionella.
You are responsible for unblocking drains, sink wastes, W.C.s etc. where the blockage is caused by you or your guest. You are responsible for replacing lost or damaged keys and repairing or replacing damaged fixtures, furniture, floor coverings and appliances where the damage has been caused by you or your guests.
You are responsible for cleaning and descaling your shower heads to avoid build-ups that could damage the shower mechanism.
You are also responsible for repairing damage caused by fixtures or appliances that you have installed including making good when you remove the fixture or appliance when your occupancy ends.
You are responsible for resetting trip switches and heating controls.
You must place your rubbish and recycling in the designated areas only, on the designated days having regard for other residents who may live close to these areas.
When a repair is reported and it could be the tenant’s responsibility, we will explain this to the resident and inform them that they might be charged for the repair. We will ask the contractor to provide us with a report if there is a dispute.
Where a resident neglects or damages their home, they may be liable for the cost of the repair or renewal.
Blocked sinks and WCs are a constant problem in our old buildings. Please make sure that you dispose of food correctly, particularly rice and cooking fat (a regular cause of problems). Please use a strainer in kitchen and bathroom sinks.
Please don’t dispose of articles such as diapers/nappies, sanitary towels, baby wipes, paper towels etc. in the WC as this causes severe blockages.