Repair standards
Your questions answered
What standard of service can I expect?
All the contractors working for Hackney Homes must respond to repair problems in an efficient and helpful way. Their operatives and sub-contractors must follow certain rules of behaviour when working in or around your home. See What you can expect. However, we expect you to make it possible for them to work efficiently. See Your co-operation is needed.
What if I am not satisfied with the service?
If a repair is not completed within the time allowed or if you are not satisfied with the work that has been done or the service provided please contact the Housing Contact Centre or your TMO. See the Useful contacts. They will investigate all complaints thoroughly to make sure that work is done to a good standard without further delay. If you are not happy with the response to your complaint, you should follow our complaints procedure. See Complaints.
Do you check up on the quality of workmanship?
We carry out regular quality checks to make sure that our contractors are working to high standards. These may be site visits to inspect the work or they may be phone calls to talk to tenants about how well recent work had been done. We do not visit or phone everyone who has repair work done. We pick out a certain number of properties on a random basis.
What you can expect
Repair operatives working in your home will deal with you in a professional way. They should:
- introduce themselves and show you identification before entering your home
- explain what they are going to do and discuss how this will affect you
- take care of your property and possessions, protecting them from damage, dust and paint
- make sure materials and tools do not cause danger to you or your visitors
- clear up rubbish and leave the area tidy at the end of each working day
- make sure services are connected at the end of each day and when the repair is completed
- inform you when starting any outside work, or tell a neighbour if you are out.
Repair operatives are not allowed to:
- smoke in your home or garden
- play radios on site
- use your phone without your consent or make private calls on mobiles during their work
- use your power supply without your consent.
Your co-operation is needed
You may need to make certain arrangements and prepare for our repair operative's visit.
- Repair operatives cannot be left alone in your home or with children only present (under 16). If you leave the home the repair operative will have to leave the property too.
- You should not leave your key hidden somewhere, or with someone else, for a repair operative to pick up and let themselves into your home.
- In bad weather conditions repair operatives cannot, for their own safety, work at height, for example on ladders or on the roof.
- You are expected to allow repair operatives to get on with their work by keeping children and pets out of their way and clearing furniture from where they are working.
- If furniture or carpets need to be moved before repair work can be done, you should get this done before repair operatives arrive. They may be willing to help but cannot be responsible for any damage caused in the process.
