Repairs and Maintenance

Report a Repair: 01389 721216

The tenancy agreement makes us responsible for carrying out most repair work in your home. In general, we will keep your home “wind and watertight” and ensure it is “reasonably fit” for you to live in. This means we’ll repair or replace most fittings and fixtures that have become faulty through normal use and fair wear and tear. We also maintain installations including electrical, plumbing and heating systems and other essential features of your home.

We will not however repair anything that has been damaged by you, your family or visitors – whether intentionally, accidentally or through neglect.

You are also responsible for carrying out various minor repairs; decorating the inside of your home; and for maintaining any features or fixtures you have installed yourself.

Repairs Policy Review

In summary our Repairs and Maintenance Policy ensures we will...

Provide a variety of simple and convenient ways in which to report repairs
Advise you of your repairs responsibilities as a tenant
Recharge you the cost of any repairs that are your responsibility or have been caused by your neglect of our property
Provide an out-of-hours emergency service
Send confirmation of all repairs – including time scale for completion and contractors contact numbers

Our Repair Categories

Category	Definition	Response Time
Emergency	Repairs that pose a threat to a building/property or the immediate health/wellbeing of its occupants if not attended to as soon as possible. Please refer to Appendix 2 for examples	Within 4 hours of reporting. This applies 24 hours a day every day of the year.
Qualifying Repair by Appointment	Repairs that are not emergency repairs or fall within the Right to Repair legislation.	Adhere to morning or afternoon appointment as arranged with the tenant
Tenant Arranged	Repair by Appointment arranged between tenant and contractor	Tenant contacted to establish time that suits within timescale
Right to Repair	In line with the legislation	Prior to the deadline