Reporting repairs
Online
By phone
Call the customer service centre freephone 0800 093 3132
It is useful to have the Repairs Handbook ready to refer to when you call us. You can download a copy of the handbook here:-
In person
If you wish to call in to reception, ensure you call in to the correct office for where you live, see » Housing contacts for details
Appointments
If we require internal access to your flat for repairs, you will be given an appointment.
Appointments for repairs can be offered in the following time slots -
- Morning appointment 08.30am to 11.30am
- Midday appointment 10.30am to 2.30pm
- Afternoon Appointment 2.00pm to 5.30pm
Problems in communal areas
Problems in communal areas should be reported to the Customer Service Centre or to the relevant housing office.
Repair categories
Depending on the type of repair, we will tell you what the priority is and when the repair will be done by.
Emergency, response time: within 2 hours, work complete in 24 hours. For example:
- Total Loss of water, gas or electrical supply
- Major problems with drains
- Blocked toilets where there is no alternative facility
- Leaks which cannot be contained
Priority, response time: 7 calendar days. For example:
- Blocked sink, bath or basin
- Problem with taps
- Health & Safety faults with stairs or banister rails
- (appointments on or before 3rd day)
Leaking roofs - Door entry phones not working
Routine, response time: 28 calendar days. For example:
- Replacement of gutters and drainpipes
- Adjusting doors and windows
- Replacing cracked glass
- Standard repairs to carpentry and brickwork
Planned, response time: 13 weeks. For example:
- Asphalt repairs to common areas
- Cleaning gutters
- Cleaning of drain systems
- Roof renewals
Access to carry out repairs
If we need to get inside your flat to carry out a repair, for which we are responsible, we will try to give you at least 24 hours notice of this. We will try to do the repair at a time convenient to you. Repairs such as TV aerials, door entry systems and window repairs may require access into your flat.
In an extreme emergency we may need to get into your flat immediately, for example, flooding into the flat below. If you are not contactable we may need to force an entry. If this is necessary, we will inform the Police of our intentions, and make every effort to contact you. If we force an entry we will make sure the flat is left secure and you know who to contact to get back into your flat
Gas Leaks
Gas leaks should be reported to the National Grid immediately you become aware there is, or might be, a problem.
Call freephone 0800 111 999
Out of hours
emergencies:
If there is an emergency repair that is required outside normal office hours:
(8.45am-7.00pm Monday to Friday)
Call 0208 748 8588
An emergency would be a repair that is necessary to prevent personal injury, something that could damage someone's health or a danger to the building. You should not use this number if the repair is not the landlords' responsibility.
Page last updated: 28/10/2011
