When You Have Reported a Repair

The Hotline staff will advise you if the repair needs inspecting, which you can book an appointment for if required.

The Hotline staff will ask you if you want an appointment for the repair, these are offered for all non-urgent internal repairs. Appointments are available for some external repairs if it is not possible to gain access to the work without you being in. You may be asked to answer a customer satisfaction survey which we would appreciate your assistance in completing to help us improve the service to you. Please let us know if you are unable to be in for an appointment as this will allow us to offer another tenant the appointment slot.

All staff and contractors working for the Housing Trust are required to carry identification cards. Please do not let people into your home without checking their identification.

There are 4 general priorities for responsive repairs, we will inform you which priority your repair falls within.

These are repairs the repairs service aim to complete within 8 hours. They are usually that present potential danger to you or others. Examples of this type of repair include;

• Uncontrollable leak
• Boarding up insecure/broken windows
• Repairing communal lighting
• Clearing blocked drains

The Right to Repair priority includes repairs that are within the 1994 Right to Repair regulations. Repairs in this priority form part of our statutory obligations as a landlord. Examples of this type of repair include;

• Door entry system repairs
• Servicing extractor fans
• Partial loss of power
• Partial loss of heating

These are repairs the repairs service aim to complete within 5 working days. Examples of this type of repair are;

• Minor w.c. repairs Glazing (except some double glazed units)
• Repairs to door locks
• Broken light fittings or switches (unless dangerous)

These are repairs the repairs service aim to complete within 20 working days. The repairs that have been identified as non-urgent and are usually the repairs we will be able to offer an appointment for. Examples of this type of repair are;

• Brickwork repairs
• Kitchen fittings
• Bathroom fittings
• Plastering

Additional information regarding repairs can also be found in your Repairs Handbook.