On this page, you can find advice about reporting/requesting a repair. If you find that a repair is needed, please report it to us as soon as possible.  You can use this form to request a repair or telephone us on 01595 694986. If you need an emergency repair outside of office hours you should contact one of our Emergency Contractors directly, for emergency repairs during office hours please telephone us.

Emergencies

An emergency arises where there is danger to life or limb or serious damage to property. We aim to undertake emergency repairs within 6 hours. The following are emergencies:

  • A failure in the mains electrical supply, other than a power cut
  • A dangerous electrical fault
  • A burst water pipe or water tank
  • A blocked drain, if there is serious leakage
  • A blocked or totally unusable WC, if there is only one in the house
  • A property that is insecure, with a broken window or a damaged door, following an event such as a break-in or possibly storm damage

An emergency also arises if someone is locked out or locked in, but only if the person:

  • Is elderly or disabled
  • Has other special needs
  • Is a young child

For all other tenants, being locked out or locked in due to a loss of keys or a broken lock is not an emergency and the repair, or the replacement of keys, will need to wait until our office is open.

If the emergency occurs during office hours, you should phone us as soon as possible on (01595) 69 4986.  

If the emergency arises when our offices are closed, you may contact one of the contractors whom we retain to undertake repairs, using the details included in your Tenant Handbook. You can also view a list of emergency contractors on this website. Please remember that if you call out one of these contractors to deal with something which, in our opinion, is not an emergency, you will have to pay the bill. You must tell us about the work as soon as possible after our offices have re-opened. Please note that if you call out a contractor to an emergency and the repair is not deemed by the Association to be an emergency, you will be charged for the contractor's call out charge and any additional labour charges incurred.

Other repairs

Most repairs are not emergencies. We classify non-emergency repairs in the following ways:

Urgent

These are repairs which would become emergencies if not done quickly

Urgent repairs to be completed within 3 days include:

  • Roof leaks to the property.
  • Repair of minor water leaks on central heating and hot water installations.
  • Broken sanitary fittings.
  • Slow drainage of sanitary fittings and showers
  • Overflows which are causing a hazard

General

These are non-urgent.

 

General repairs to be completed within 10 working days include:

  • Door and window repairs, such as repairs to handles, seals etc.
  • Gutter repairs.
  • Minor roof repairs, such as broken tiles
  • Minor internal plastering repairs.
  • Repairs to boundaries
  • Dripping taps/washer replacement

 

We’ll try our best to meet those response times and we’ll sometimes be able to complete the work more quickly. Sometimes, though, there may be a delay for reasons beyond our control, such as a lack of spare parts from local suppliers. If that happens, we’ll provide an explanation and an estimated completion date.

In order to report the need for an urgent or general repair, please fill in this form. Please take particular care to give us full details of:

  • The address of the property
  • The exact nature of the repair required: for example, is the cold or hot water system involved?
  • A daytime contact phone number, which will often be a mobile number
  • Precise details of how and when we can gain access to the property.

It is important to give us all the details required on the form. If you don’t, we shall need to contact you again and there may be a delay before we can do the work.

Please note that you will be charged for any damage that is found to have been caused by you, your family, guests or pets.