When you report a repair we need to know what the problem is, the location of the repair and the severity of the problem.
We will ask you a number of questions to find out exactly what the problem is. Please bear with us, as the more information we have the more quickly we will be able to deal with your repair.
If you report a repair using SeeMyData or email, we may need to contact you for further information in order to raise the correct repair.
Please report all emergency repairs by telephone to 0800 111 4484. Do not use SeeMyData or email to report emergency repairs.
Alternatively, you can report non-emergency repairs by telephone on 0800 111 4484 or by email at firstname.lastname@example.org.
What we need to know
We will need to take a contact telephone number from you and details of any special requirements, such as allowing you time to reach your door for example. We also need to know when someone over the age of 18 will be home to make a convenient appointment if access is required.
Once we have this information we can raise an order and assess the priority of the work required. We will also provide an appointment slot if required.
We will attend emergency repairs within 24 hours to make a situation safe and secure.
Emergency repairs have an immediate health and safety risk to you, your home or a neighbouring property. Example's of emergency repairs include:
- Total loss of electric power.
- Total loss of water supply.
- Total or partial loss of electric or water heating between 31st October and 1st May.
- Smoke alarms (continuous screeching noise).
- Carbon monoxide showing red light.
- Collapsing ceiling - due to leak.
If further work is needed once the situation has been made safe and secure, an additional work order will be raised and prioritised in the usual way. This can happen when an Operative needs extra parts to complete the job or it was reported out of hours. Additional work orders will not be given additional priority.
If your heating system has failed and we are unable to carry out a repair on the first visit, we may provide temporary heaters for our more vulnerable tenants during the winter months.
Acknowledging your repair
Repairs that are reported online or by email will be acknowledged as soon as the Housing Maintenance Team receives the request, which is usually the next working day. The Housing Maintenance Team will also contact you by telephone once the job has been raised to arrange an appointment.
We endeavour to provide an appointment date immediately for repairs that are reported by telephone (if required). In some situations, the details of your repair will be passed to a third party contractor who will contact you directly to arrange an appointment date that suits you.
Within a few days of your repair being completed you will receive a survey from us regarding the service you received. We would appreciate it if you could take the time to fill in the survey and return to us in the pre-paid envelope provided.
The information we receive back from you is invaluable to us and helps improve our ongoing service delivery.