About our Repairs Service

The Association aims to provide a high quality reactive repairs service that is easily accessible to all of our tenants and factored owners.  A range of reporting methods are offered to tenants, including personal contact, telephone, e-mail and in writing.  Tenants can also contact out of hours numbers in emergency situations.

The Association will undertake to carry out repairs within the time scales noted below. It should be noted that the Association has 6 repair categories as we offer an enhanced repairs service to our Gold Service tenants.

Reactive Repairs

Emergency Repairs

These are repairs which, if not carried out, could threaten the health or safety of the tenant or could cause serious damage to the building, e.g. gas leaks, flooding, and electrical faults.

It is important to note that the 4 hour time period is to make the situation safe, and while this may mean that the repair is completed, it could also mean that follow-up works are required.  This follow up work will be ordered as an urgent or routine repair in line with urgency.

Out of Hours Call Outs

Emergency situations will occur outwith the Association’s core office working hours.  When an emergency arises tenants will have access to a 24 hours a day, 365 days a year call out service.  Contact numbers are as follows:  -

Gas Central Heating & Hot Water Emergencies (GasSure): 01294 468113
All other emergencies (City Building): 0800 595595

NB: Where tenants have called out an emergency contractor in a non-emergency situation, or to attend to damage caused by you or members of your household, you will be re-charged for the cost of the visit.

Urgent Repairs

These are repairs to items which, if left unattended, would cause substantial inconvenience to tenants and have a degree of urgency.  Typical urgent repairs would be:-

•   Loss of heating and hot water to house - attendance within 1 working day as a qualifying “Right to Repair”
•   Common Door Entry faults
•   TV Aerial faults
•   Repairs to Close Entry Doors

Routine Repairs

Routine repairs are minor in nature and do not pose any threat to the health or safety of the tenant or building and do not fall into either of the above categories.  There repairs will be completed within 5 working days for Gold tenants and within 10 working days for all other tenants.

The Association will endeavour to complete all routine repairs within the set timescale. However, on some occasions this may prove impossible where components or parts have to be ordered to complete a repair fully.  Where this arises the job line can be extended whilst parts are awaited.  This allows for the proper materials to be used to ensure the repair is completed to a high standard.

For the avoidance of doubt, Public Holidays will not be considered as a working day.

Service Delivery Times

Reactive repairs will usually be carried out during normal working hours.

• Monday - Thursday:  9am to 5pm
• Friday:  9am to 4pm

Gold Service members will receive an extended hours repairs service.

• Monday - Friday:  8am to 7pm
• Saturday:  9am to 12 noon