Resident participation

Arrears recovery

Problems with neighbours

Repairs & Maintenance

Complaints procedures
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Repairs & Maintenance
 

How to get repairs done

Tenants should report any maintenance needs to the Society as swiftly as possible by telephoning 01284 773 444 during office hours. Emergency and urgent repairs out-of-hours should be reported to 01732 781 966. This is a 24-hour service.

When reporting repairs, it would be useful if the tenant can provide a full description of the defect, a contact daytime telephone number, and arrangements for access to the property if the tenant is absent during the day, eg leaving a key with a neighbour.

On no account must tenants call a contractor themselves unless they:
a) intend to pay for the
work themself, or
b) have been given prior consent by the Society.

The Society is not responsible for repairing any item which is required because the tenant has not looked after the property properly, or for work such as unblocking pipes or sinks, replacing batteries in smoke detectors and door bells, replacing tap washers, broken glass and internal redecoration.

The Society aims to provide tenants with an efficient and effective repairs service. However, in some cases to save costs some non-urgent repairs will be saved up so that a contractor can deal with them during a single visit.
 

How quickly will repairs get done?

EMERGENCY REPAIRS These are repairs which are required to avoid a danger to health, a risk to the safety of residence or serious damage to the building. You can expect these types of repair to be dealt with within 24 hours.

URGENT REPAIRS These are repairs which substantially affect your comfort or convenience., You can expect these to be dealt with within 5 working days.

 

ROUTINE REPAIRS These repairs will be attended to within 14 working days taking into account the nature of the work.


NON-URGENT REPAIRS These repairs will be attended to within 28 working days taking into account the nature of the work.


As soon as a tenant moves into their home they should acquaint themselves with the location of the gas main on/off lever, the water main stop cock and the electricity fuse box.

GAS - If you smell gas, telephone National Grid Gas (formerly Transco) free on 0800 111 999 and then callthe Society. Do not create a flame or operate electrical switches. Do put out flames, open doors and windows, keep people away from the area and turn the gas off at the control valve..

WATER - In the event of a burst pipe or a failure in the water supply, telephone the Society immediately.
If possible, please turn off the stop cock.

ELECTRICITY - If the electricity fails, or you receive an electric shock from any fitting, telephone the Society immediately.