Report a Repair

How do I report a repair?

There are several ways in which you can report a repair:

• You can call our Customer Services Team on 0845 604 1095 between 8.30am – 5.30pm, to report any repair - including emergencies.
• If you live in one of our Leasehold or Shared Ownership properties, please call our Leasehold Services helpline on 0845 600 1767 between 8.30am – 5.30pm, to report a repair - including emergencies.
• For all emergency repairs outside of normal office hours, please call our emergency call centre on 0845 723 1021.   Please note that we will only be able to deal with repairs that are of an urgent nature.
• Our online Report a Repair facility is designed for you to notify us of non-urgent repairs at any time, whether day or night. This facility is available to you 24 hours a day ... 365 days a year. Please do not report emergency repairs on this system however.
• If you live in a “Johnnie” Johnson Housing Retirement property, you can contact your Scheme Manager about a repair.

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What information do I need to report a repair?

When you phone to report a repair you will be asked:

• your name and full address
• a daytime telephone number - this might be your home, work or mobile number
• a description of the problem and how serious it is (this is to help us work out how quickly we need to respond)
• times when someone will be in so that the repair can be carried out or a maintenance inspector can visit
• details of any special circumstances (e.g. if anyone living in your home is ill, frail or disabled) 

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What if my repair is an emergency?

It is important that you let us know as quickly as possible, if you think that your repair is an emergency. Ideally you will need to contact us by telephone on 0845 604 1095 (do not use the online repair reporting facility for emergencies). Our Customer Service Advisors or Out of Hours Repairs Assistants will be able to identify if your repair is an emergency.
A repair is treated as an emergency where a person’s health and safety are at risk, or where imminent, serious damage has occurred or could occur to the property and immediate attention is therefore required.  All emergency work will be of a “make safe” nature, in the first instance, to avert immediate danger and to try to restore essential services. The contractor will then report back to us on findings before proceeding with any further necessary repair work.

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How long will my repair take?

To make sure we respond quickly to serious problems requiring urgent attention, we prioritise your repair request by the nature of the problem and set time frames for completing the work.

Below is an illustration of common types of repairs and their target response times:

Emergency Repairs – 24 hour response

• Blocked drains which are affecting internal plumbing
• Toilet repairs where the toilet is unusable and is the only toilet in the property
• Total failure of electrics where tenant has attempted to reset trips/fuses
• Other potentially dangerous electrical faults
• Total loss of heating and hot water for elderly/vulnerable tenants
• Major water leaks that cannot be isolated
• Structural collapse
• Major Fire/Flood damage
• Loss of mains water, when the water board are not negligible
• Securing property e.g. after break-in, ground floor windows will not close
• Major fault with Warden Call system
• Major fault with door entry system

Urgent Repairs – 3 working days

• Minor plumbing leaks
• Cooker not working, where supplied by us
• Toilet not functioning
• Partial lack of cold water
• Heating and hot water system repairs
• Minor roof/window leaks
• Repairs to flooring
• Garage doors locked with tenant’s vehicle inside
• Re-glazing broken windows and doors
• Broken fencing where security of property is threatened
• Faults with CCTV system
• Minor faults with Warden Call system
• Minor faults with door entry system
• Faults with security lighting

Non-Urgent Repairs – within one month

• Tap washers worn
• Faulty electrical plug sockets and switches
• Minor joinery
• Broken fencing
• Repairs to individual radiators
• External paving

Programmed Works

Sometimes we cannot repair an item and we will only be able to carry out a temporary repair whilst we order and wait for a replacement or part. This could include replacing external doors and windows, central heating boilers etc. The contractor will let us know what replacement part you need  and we will confirm with you the works to be carried out and also make an appointment for the contractor to carry out this installation.

Pre- inspections

If you report damp, structural issues or you require permission to alter your home, we will confirm an appointment with you for one of our Maintenance Surveyors to visit your property, before any work is carried out. The Maintenance Surveyor will be able to advise of any necessary work that is required.

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Will I be charged for repairs?

If you, or your visitors cause damage to your home through neglect or deliberate action, we will charge you for the cost of any repairs.  We will tell you the reasons why you are to be charged and also advise you of ways to pay.

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What can I do if I am unhappy with the service?

We aim to provide a good quality repair service, but we recognise that sometimes things can go wrong. We would much rather know about any problems so we can try to improve our service.

If you are not satisfied with the repair or if the contractor doesn't arrive, please ring the Customer Service Centre to let them know. They will contact the contractor to find out why the work hasn't been carried out or to ensure they rectify any problems. However, if you are still not satisfied there areother options you can pursue:-

• Use our Complaints Policy
• Use your Right to Repair
• Contact the Environmental Health Department of your local council who 
  have the legal powers to enforce us to carry out certain work.  

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