THE TENANTS' HANDBOOK
Your Enquiry
How long will it take to get my repair done?
When you report a repair, we will put the work into a response time category.Each category has a maximum time allowed for the work to be done. See Our Response Times below. If we think it is necessary, the work will be inspected first by a repairs inspector. For all repairs except for emergencies we will agree a specific morning or afternoon when a repair operative or inspector will come.
Under the Tenants' Right to Repair regulations you have the right to have certain repairs done within set time periods. These are called qualifying repairs. We will tell you if your repair is a 'qualifying' repair. See Tenants' Right to Repair below.
What if I am not in when the repair operative calls?
If a repair operative calls and you are not in, a card will be left asking you to contact the 'repairs' number for your Neighbourhood or TMO. If you do not respond within 14 working days, the job will be cancelled.What if it is an emergency?
We treat repairs as emergencies if they are necessary to avoid danger or risk to the health of the occupants, or serious damage to the property.Outside normal office hours we will only handle emergency repairs. These should be reported on the out-of-hours emergency number for your Neighbourhood or TMO. We expect you to report urgent or normal repairs to us during working hours.However, you can report non-urgent repairs online 24 hours a day, 7 days a week.
Our Response Times
When you report a repair to us we assess the nature of the problem and the circumstances, we will then put it into one of the following categories:Immediate
Make safe within 2 hours. When there is real danger to life or limb, major damage, flooding, or the home is insecure. Emergency
Make safe within 24 hours (same day if reported before 12 noon). For repairs such as water leaks, blocked toilet (if you only have one toilet), no drinking water, or no electricity supply to your home. Urgent
Repair completed within 5 working days. For small repairs that need to be carried out urgently to overcome substantial inconvenience to the tenant, to prevent immediate damage to the property, or where there is a potential health or security risk. Normal
Complete within 20 working days. (Usually within 3-10 days by appointment.) When the repair does not cause immediate inconvenience or pose any danger to occupants or members of the public.
Tenants' Right to Repair
Under the Right to Repair Scheme, we must complete certain urgent repairs within set time limits. These are repairs which, if not carried out on time, could affect your health or safety. They are called 'qualifying' repairs. We can give you a leaflet that lists the qualifying repairs.If we do not complete a qualifying repair within the correct time you have the right to have us get another contractor to do the work. If the second contractor also fails to attend you may be entitled to compensation.
Phone the 'repairs' number for your Neighbourhood or TMO if you think that you may be entitled to make an application for compensation.