How long does a repair take?
We are committed to undertaking repairs as soon as possible,
however with 9,000 homes across the Trafford borough, repairs are
scheduled by importance and also date of when the repair was
reported.
There are four general priorities for responsive repairs - E, U,
H and N - and we will inform you which priority your repair falls
within:
- Emergency 'E' Priority - These are repairs deemed a potential
danger to you, your family, and neighbours. Repairs are usually
completed within 8 hours. Examples include: uncontrollable leak,
boarding up unsecured/broken windows, communal lighting and
clearing blocked drains
- Right to Repair 'U' Priority - These are repairs that form part
of our statutory obligations as a landlord, cited in the 1994 Right
to Repair regulations. Examples include: Door entry system repairs,
servicing extractor fans, partial loss of power, partial loss of
heating
- Urgent 'H' Priority - These are repairs that we aim to complete
within 5 working days. Examples include: Minor W.C. repairs,
glazing (except some double glazed units), broken door locks,
broken light fittings or switches (unless deemed hazardous)
- Normal 'N' Priority - These are repairs that we aim to complete
within 20 working days. Examples include: Brickwork repairs,
kitchen and bathroom fittings, and plastering
What should I do if I have an emergency out of hours
repair?
Contact the Customer Hub on 0300 777 7777.
I am over 60 and live in sheltered accommodation, who can I ask
to change a lightbulb?
We operate a handyman service for the over 60s, all individuals
living in sheltered accommodation and those registered disabled.
Don't attempt to repair anything yourself, please call us on
0300 777 7777 and we will undertake the repair for
you. For more information on our handyman service, please click
here.
I'm not very good at explaining repairs to tradesmen and I'm
worried I won't get it right if I call and discuss the problem over
the phone?
If you have access to the internet, you can click here to go
to our online service. The service shows you a series of diagrams
that you click on to report the type of repair you have. If you do
telephone our Repairs Hotline, staff are trained to ask you
questions about the repair and will prompt and advise you
throughout the telephone call.
How can I be sure the email I send to you reporting a repair
will get to you?
Once we have received an email we will reply to it straight away
even if it is just to confirm we have received it and we will be in
touch to sort your repair.
Will I be charged for the phone call if I call you to report a
repair?
You will be charged at a local rate number whether you call from
a landline or mobile, you can include this number as a free number
in a call package from your provider.
Will the person carrying out my repair always be in a Trafford
Housing Trust (THT) uniform?
We employ a series of staff that wear Trafford Housing Trust
uniforms and also a number of contractors who do work for us. Not
all of them wear a THT uniform, however all staff and contractors
carry ID with them at all times. NEVER let anyone
into your home unless you have seen their ID.