Friday 18th May, 2012

Repairs

Q1. I need some repairs carried out, whom do I speak to?

You can report a repair here on our website, just go to the Reporting a repair page.

Or call the repairs free phone number 0800 854568 to speak to your Customer Services Advisor.

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Q2. When will my repair be done?

Emergency Repairs

These are repairs that threaten your safety or the security of the property and could lead to further damage if not dealt with quickly. They include gas escapes, water bursts or electrical failures. We aim to visit and make safe within 24 hours.

Urgent Repairs

These are repairs that cause a temporary loss of facility such as central heating breakdown and blocked drains. We aim to carry out an urgent repair within 3 days.

Non-Urgent Repairs

These are repairs necessary to keep the structure and fittings of your home in good order. Examples would include faulty kitchen units, leaking overflow, or minor electrical repairs. We aim to undertake these works within 14 days.

Planned Repairs

Things around the home get worn out and need replacing from time to time. We do this type of work in a planned way to get good value for money. We undertake some work of this nature each year and will contact you if your home is included in the planned repairs programme. Examples include fitting new window frames, new kitchens and bathrooms.

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Q3. What repairs are you as my landlord responsible for?

We are obliged to make sure that you home is safe and sound. We have a responsibility to keep the structure and outside of your home in good condition. We repair and replace when necessary:

  • drains, gutters pipes inside and outside
  • the roof
  • outside walls and doors
  • windows, window fastenings and frames
  • inside walls, floors and ceilings
  • inside doors, doorframes and hinges
  • skirting boards
  • chimneys, chimney stacks and flues
  • pathways, steps or other routes to your home
  • plasterworks
  • built-in garages and stores
  • boundary walls and fences

We are responsible for painting and decorating the outside of your home. To keep the inside of your home in good order we will look after:

  • The plumbing including basins, sinks, baths, toilets flushing systems, waste and water pipes
  • Your heating system including gas pipes and any fitted fires or fireplaces
  • The electrical wiring including sockets and switches.
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Q4. What repairs am I the tenant responsible for?

Keeping your home and garden, if you have one, in good condition is your responsibility. We expect you to keep your home clean and look after the fittings we have provided. You are responsible for repairing any damage to your home caused by you, another member of your family living in your home or a visitor to your home.

You are responsible for doing the following:

  • repairing any improvements you made to your home
  • repairing minor damage inside your home including broken windows,
  • repairing inside doors and cupboards,
  • replacing plugs, light bulbs and lost keys
  • unblocking sinks basins and baths.

If we have to do any of the above repairs we will charge you for the cost of doing the work.

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Q5. I have an emergency repair and your office is closed, what do I do?

If you have to report an emergency repair when our office is closed please call our freephone number (0800 854568). An answer-phone message will give you the number of our out of hours duty officer, make sure you have a pen and paper ready to take down the details. Please remember this number is for emergencies only, you can use the website to report other repairs at anytime.

Self help advice for emergency repairs:

  • If you smell gas, don't turn on the lights and don't use a naked flame. Turn off the gas at the meter. Open all windows and call TRANSCO straight away on 0800 111 999
  • If the electricity has failed, check the trip switch on the main fuse box before you call us. If the electricity stopped working when you were using an appliance, switch it off and unplug it before resetting the trip switch. Your appliance could be faulty rather than your electrical system. If the trip switch is not off, check with your neighbours to see if they still have electrical power. If they have no power the problem is probably the result of a power cut and we will not be able to help, contact your electrical supplier to inform them of the loss of supply.
  • If you have serious water leak, turn off the water at the stopcock. Open all your taps to drain down the water system. Turn off heating/hot water boiler. If water is pouring through the ceiling, don't switch on lights in that room.
  • If your roof is leaking put a bucket under the leak. Don't touch anything electrical in any room affected by the leak.
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