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Repairs responsibilities and service standards

What is a repair?

Responsive repairs are usually unforeseen, minor in nature and can generally be completed on a first visit. Repairs will be categorised, given a priority and a target time for completion.

Replacement of larger components such as doors and kitchens are not usually considered to be a responsive repair and will be treated as planned works.

Service standards

Our aim is to provide an excellent repairs service that meets the standards agreed with our residents, is responsive to their needs, achieves high levels of satisfaction, delivers value for money and is delivered at an affordable cost.

We will:

  • Provide a 24 hour, seven days a week telephone service to report emergency repairs
  • Provide alternative online methods for reporting non-emergency repairs
  • Offer a choice of appointment time slots which is generally a two hour slot at times of the day convenient for you
  • Complete the appointment when we say we will, according to its priority
  • Complete your repair correctly on the first visit whenever we can
  • Carry out a gas safety check every year (if your home is fitted with a gas boiler, gas fire or gas supply)
  • Carry out quality check inspections to a number of repairs to check the quality of work

Inspect and maintain all communal equipment, such as lifts, fire alarms, emergency lights and water tanks, as required by law.

We only use employees and contractors who take pride in their work. They must be qualified and experienced to do the work they are asked to do.

They will follow our Code of Conduct. They will show photo ID before entering your home.

We will treat you and your home with courtesy and respect at all times.

We will not damage your belongings while we work. We will leave your home and communal areas clean and tidy when we finish.

Tenant’s rights and responsibilities

It is our job to maintain your home and the structure of buildings but there are some things that are your responsibility:

  • the repair or replacement of internal doors and internal door furniture (but not fire doors)
  • the clearance of blockages to sinks, baths and basins where this has been caused by the residents
  • the repair or replacement of draught excluders
  • the repair or replacement of internal glazing
  • the repair or replacement of gates, garden paths and fences (except those leading to the property or adjacent to public highway, public walkways or play area)
  • the repair or replacement of kitchen furniture (except worktops as a result of normal wear and tear)
  • the repair or replacement of faulty external door furniture not fitted by us (except Yale type locks or night latch locks)
  • locks, as a result of lost or damaged keys
  • the repair and replacement of plugs and chains for baths, basins and sinks
  • any installations fitted by you e.g. kitchens, bathrooms, light fittings, flooring
  • any unauthorised adaptations, for example removal of walls, installation of partitions, structural alterations, arched doorways.

Leaseholders rights and responsibilities

We will repair leaseholders' properties where we have a legal duty. This usually includes the building's structure, common parts and services to each flat.

Leaseholders must repair the flat's interior, including the kitchen. They are also responsible for all services inside the property, including the pipework.

Leaseholders can ask council contractors to do some repairs for them. They must pay for them in advance. We call this 'The Leasehold Offer'. Leaseholders can get their gas boiler serviced or shut down the water in a block. This is to make plumbing or heating changes in their property.

These services are offered at an agreed price and leaseholders contact the contractor and arrange directly with them. Flat front fire doors can be purchased from and fitted by the major works contractor.

Repairs priorities and timescales: when should you expect the repair to be completed?

General repairs

Most repairs are split into two main priority categories depending upon the urgency of the work. Each category has a target time limit to complete the job:

  • Emergency 24 hours (2 hour response to make safe and prevent danger if required, with additional works completed within 24 hours)
  • Normal priority (20 working days)

Emergency repairs

Emergency repairs are generally those that have serious effects on people or damage to the home, such as:

  • A severe water leak that cannot be contained in a bucket
  • Total loss of electricity (not caused by the utility supplier)
  • Total loss of water supply (not caused by Thames Water)
  • Fire damage
  • Major structural damage
  • Serious blockages to main drains
  • Blocked toilet if it is the only one in the property
  • Repairs to allow access if the door entry system is not working
  • Making secure external doors or windows as result of break in or vandalism and where there is a security or injury risk (the council will need a crime reference number from the Police)
  • Total or partial loss of heating where no alternative heating is available (we will usually provide temporary heating)
  • Removal of offensive or discriminatory graffiti
  • Complete loss of lighting to communal areas
  • Loose banisters and handrails

Our commitment is that you will not have to wait more than two hours for the contractor to come to your home to ‘make safe’. Making safe is not intended to be a full repair and in many cases, it will be necessary to return later to complete the repair.

Normal repairs

Normal repairs are those that may cause inconvenience but are not of an urgent nature and do not pose an immediate health and safety risk, such as:

  • Minor leaks and blocked drains and pipes
  • Faulty electrical fittings and minor electrical faults
  • Repairs to outside walls
  • Repairing and replacing kitchen units and worktops
  • Replacing door and window furniture (where there is no safety or security risk)
  • Repairs to plasterwork
  • Minor plumbing work and repairing taps
  • Repairing and clearing guttering and down pipes
  • Kerb repairs
  • Repairs to gates, fences and locks.
  • Repairs to communal TV aerials
  • Repairs to door entry systems including individual door entry phones

Our commitment is that you will not have to wait more than 20 working days for completion of this type of repair.

Please note that a small number of repairs will fall outside the above two categories, for example if they require parts to be specially made or scaffolding put up.

Communal repairs

We are responsible for repairs in communal areas such as stairs, lifts, fire alarm systems and emergency lighting, door entry systems, security gates, TV aerials, lighting, drains, windows, bin storage areas, fencing, walls, paving and gardens.

Communal repairs are split into four main categories depending upon the urgency of the work. Each category has a target time limit to complete the job:

  • Emergency 24 hours (2 hour response to make safe and prevent danger if required, with additional works completed within 24 hours) and usually have a serious effect on people
  • High priority (7 working days) usually not an immediate health and safety risk but still have an effect and include darin covers, faulty lights where other lights are working, damage to concrete steps
  • Normal priority (20 working days)
  • Extended priority (60 working days)