Repairs and Maintenance
Within our tenancy agreement it outlines the responsiblitlies between us and our tenant. Although our tenants are responsible for some repairs we can assist and support by arranging for these works to done by our professional qualified contractors.
Frequently asked questions:
What is a repair?
When something is broken or needs fixing
What is maintenance?
It is something we do to keep your home in a good condition
What happens when I report a job?
We will give you a job number to record the repair and let you know if the repair is your responsibility or ours, we arrange for a suitable, reputable contractor to carry out the work.
It is useful to us when you are reporting a repair to have as much detail as possible eg; "I have a leaking cold tap (dripping) in the downstairs bathroom, sink". This gives us a lot more information than just a "leaking tap" and helps us to respond more efficiently.
What is DIY?
‘Do it yourself’ there are lots of little jobs that just require a general handyman like putting up a shelf or curtain rail
How can you assist?
We can arrange for quotes, skilled tradesmen to come and do those little jobs for you.
What is my landlord responsible for, what are my responsibilities?
These are all listed in our tenancy agreement or our tenant handbook an illustrated friendly version
Do I need permission to do any works?
You will need to request permission in writing to carry out any work/jobs that will alter the structure of the building, electrical wiring or plumbing. If you are unsure about anything please give us a call before going ahead
Do I need to pay for my repairs?
Sometimes, we will talk to you when you report a job as to how the damage/repair was caused. We understand that accidents happen but hope that you understand that we cannot always pay for damage that is not our fault.
What if I have an emergency?
Our offices are contactable 24 hours a day, 7 days a week, 365 days of the year, to report an emergency out of office hours, it is the same number as the general office number – 01706 759330
How do I make a complaint, suggestion or compliment?
We will always welcome your comments and listen to what you have to say, if you wish to make a comment please click here (forms)
Stock condition
We have a rolling plan for maintenance and external decoration for each of our properties. All the main things that we are responsible for are covered within the stock condition survey. We review this each year and take into account your views when we visit you.
Who carries out Gas and Electrical safety checks and when?
Some checks have to be carried out each year by law. We check all gas appliances each year and make sure that you have a certificate at the property.
Electrical checks are recommended to be carried out every 5 years, unless otherwise stated we keep copies of these certificates at the office.
What do you PAT test? (Portable appliance testing)
If we provide you with electrical goods these should be tested each year. We will arrange for these to be done and keep records of this at our office, each of your appliances will have a green test sticker attached to it with the date the PAT was completed.
How do you prioritise my job? and arrange appointments?
We understand that some jobs are more important than others so we have a priority system: Our priorities are emergency, high, medium, low and maintenance.
What is an emergency?
An unforeseen situation which if not dealt with quickly would damage or cause further damage to your home, create unreasonable risk to health and safety of the occupiers or render your home unsafe or insecure.
Maintenance
When you make a call to us with a job we will inform you of the priority (High, Medium, Low), we will always try to arrange a time and date with the contractor, that is suitable for you. In an emergency situation we would expect you and your support to work with us to gain access to the property as soon as possible.
Contact card for repairs
Useful information to keep to hand for emergencies e.g. fuse box location, water tap location. There is a place to put this on the contact card that we provide to you, to view this or print one off please (Click here).