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- Repairs Service
To protect you and prevent the spread of coronavirus, we will only respond to emergency and urgent repairs until further notice. You can no longer report repairs online. Please phone with emergency/urgent repairs only. Thanks for your patience. Find out more about repairs and Torus services here.
Repairs service
Essential Repairs during Covid-19
To protect you and prevent the spread of coronavirus, we will now be responding only to EMERGENCY and ESSENTIAL (URGENT) REPAIRS
- 1. Repairs service - during Covid-19
- 2. Emergency & Essential (Urgent) repairs
- Escape of gas or fumes
- Electrical fittings in contact with water
- Live or bare electric wiring
- Sewage overflowing into the home
- Uncontrollable Leaks
- Burst storage tanks, cylinders or pipes
- Failure of all lights or all power
- Faulty communal fire/smoke alarms sounding.
- Tenant locked out of the Property
- Loose or dangerous bricks / roof tiles
- Issues with major adaptations – e.g. passenger lifts, customer stairlifts.
- No heating/hot water
- Failure of all communal lighting
- Loss of water e.g. failure of cold water drinking tap
- Board up broken window
- Blocked drains
- Faulty communal fire/smoke alarms
- External door that cannot be locked
- Warden call systems
- Containable/Controlled Leaks
- No flush on toilet
- Window jammed open
- Kitchen / bathroom lights
- Repairs to internal doors (for self-isolation purposes only)
- Faulty extractor fan
- Defective cistern or overflow
- Faulty communal aerial
- Gas leaks 0800 111 999
- Electrical supply 0800 195 4141
- Home water supply 0845 745 2200
- Leaks in street 0800 330 033
- Police enquiries 101/ emergencies 999
- 3.Non-emergency repairs (on hold until further notice)
- 4. Your repairs responsibilities
Updated: 24 March 2020 To protect to minimise the risk of transferring the coronavirus during this ‘lockdown’ period, we will now be responding only to EMERGENCY and ESSENTIAL (URGENT) REPAIRS until further notice. These changes come into immediate effect. To find out what is classed as an emergency or essential (urgent) repair, see tab 2. To also protect our staff, we’ll be asking a series of questions to assess whether it is safe to send someone to your home. You can only report emergency and urgent repairs over the phone, you are not able to report them online. You can still report Emergency Repairs 24/7 on 01925 452452. We apologise for any inconvenience during these challenging times. Our skilled repairs team fix problems for our customers every day. The quickest and easiest way to report a repair is online. Sign up for online services here to book, track and manage any repair 24/7. Before logging your repair please check that it’s our responsibility, not yours, by checking Your Repairs Responsibilities. We’ll repair faults caused by fair wear and tear but not damage caused by you or visitors to your home.IMPORTANT NOTICE: Essential Repairs during Covid-19
Taking care of our homes day in, day out
Your repairs request will typically fall into one of the following categories: Emergency Repairs – These are faults that could seriously damage your health or the property and are dealt with within 4 hours. In an emergency you should call 01925 452452. Non-Emergency Repairs - For all non-emergency jobs we will offer an appointment within 15 working days. The quickest way to report a non-emergency repair is online. Planned Improvements -If several properties have a similar non-urgent problem, we’ll carry out the repair as part of a planned home improvements programme.Responding to repairs
Emergency Repairs will be completed to all homes where required. For a repair to be treated as an emergency, the fault must carry the risk of immediate injury to people or major damage to property. If there is a repairs emergency call us immediately on 01925 452 452 to report the problem. You can contact us 24 hours a day, 7 days a week, 365 days a year. Examples of emergency of repairs are: Essential Repairs will also continue to be completed to all homes; however, these repairs will be carried in consultation with the tenant and where it is felt that they will help improve the customer’s quality of life during this period of lockdown. We will seek to avoid completing works in homes that have tenants over 70 years old or underlying health conditions. Essential type repairs that are not emergencies, but repairs which need to be carried out quickly to prevent further damage to the property and improve customer’s quality of life during this period of lockdown. These are repairs that do not cause immediate risk to the health & safety or security to the tenant or 3rd party and therefore not an emergency. Examples of essential (urgent) repairs are: Following the government’s announcement of a lockdown all external repairs will cease until further notice.Emergency repairs:
Essential (Urgent) repairs:
External Repairs:
Report an emergency repair on 01925 452 452
Other useful numbers
If a maintenance or repair job is needed in your home but doesn’t pose a risk to the property or you and your family, it isn’t classed as an emergency. We pride ourselves on offering a service that’s fast, easy and convenient, especially if you report it online, where you can report and schedule repairs 24/7. Check before you report Is the repair our responsibility or yours? Examples of Non-Emergency Repairs and our response times are outlined in the table below. Minor repairs to kitchen units Minor repairs to bathroom sanitary fittings and fixtures Minor plastering to walls and ceilings Minor repairs 15 days to or replacing internal doors General repairs to boilers, fires and radiators What are non-emergency repairs?
Type of repair
Response time
15 days
15 days
15 days
15 days
15 days
Which repairs are my responsibility?
We will carry out the majority of any repairs caused by fair wear and tear to your home. However, the day-to-day upkeep of your home is your responsibility.
Your tenancy agreement outlines some of the tasks we expect you to take responsibility for. Generally these are small maintenance and repairs jobs you should be able to carry out to keep your home in good working order.
| Repairs or items you are responsible for: |
|---|
|
Equipment, fixtures or fittings belonging to you |
|
Light bulbs, electric plugs, fuses, fluorescent tubes and starter motors (except in communal areas) |
|
Electric fires: light bulb replacement |
|
Minor plaster defects that can be made good with a DIY filler |
|
Damage caused by you, your family or visitors to your home |
|
Boundary dividing walls, fencing and hedging (except those supplied by us) |
|
Any repairs due to misuse, or damage to fixtures and fittings not caused by normal wear and tear |
|
Washing lines |
|
Garden maintenance including paths and patios installed by you |
|
Door furniture provided or fitted by you |
|
Additional, keys, locks, bolts, handles and latches, including where keys are lost or stolen |
|
Smoke alarms: disposable batteries testing and replacement |
|
Outbuildings, sheds, garages or greenhouses other than those supplied by us |
|
Bath, sink and WC waste pipe and gully cleaning where blockages result from neglect or carelessness by you, members of your household or visitors |
|
Ensuring that your own fittings, such as cookers, are installed correctly and meet current safety standards |
|
Easing and adjusting internal doors |
|
Condensation problems |
If you’d like us to carry out repairs that are your responsibility, this can be arranged. However, we will charge you for this.
We ensure that all of our homes have building insurance to protect them from major issues but it’s up to you to pay for your own home contents insurance and to insure your own personal belongings.
- 1. Repairs service - during Covid-19
- 2. Emergency & Essential (Urgent) repairs
- 3.Non-emergency repairs (on hold until further notice)
- 4. Your repairs responsibilities
Updated: 24 March 2020 To protect to minimise the risk of transferring the coronavirus during this ‘lockdown’ period, we will now be responding only to EMERGENCY and ESSENTIAL (URGENT) REPAIRS until further notice. These changes come into immediate effect. To find out what is classed as an emergency or essential (urgent) repair, see tab 2. To also protect our staff, we’ll be asking a series of questions to assess whether it is safe to send someone to your home. You can only report emergency and urgent repairs over the phone, you are not able to report them online. You can still report Emergency Repairs 24/7 on 01925 452452. We apologise for any inconvenience during these challenging times. Our skilled repairs team fix problems for our customers every day. The quickest and easiest way to report a repair is online. Sign up for online services here to book, track and manage any repair 24/7. Before logging your repair please check that it’s our responsibility, not yours, by checking Your Repairs Responsibilities. We’ll repair faults caused by fair wear and tear but not damage caused by you or visitors to your home.IMPORTANT NOTICE: Essential Repairs during Covid-19
Taking care of our homes day in, day out
Your repairs request will typically fall into one of the following categories: Emergency Repairs – These are faults that could seriously damage your health or the property and are dealt with within 4 hours. In an emergency you should call 01925 452452. Non-Emergency Repairs - For all non-emergency jobs we will offer an appointment within 15 working days. The quickest way to report a non-emergency repair is online. Planned Improvements -If several properties have a similar non-urgent problem, we’ll carry out the repair as part of a planned home improvements programme.Responding to repairs
Emergency Repairs will be completed to all homes where required. For a repair to be treated as an emergency, the fault must carry the risk of immediate injury to people or major damage to property. If there is a repairs emergency call us immediately on 01925 452 452 to report the problem. You can contact us 24 hours a day, 7 days a week, 365 days a year. Examples of emergency of repairs are: Essential Repairs will also continue to be completed to all homes; however, these repairs will be carried in consultation with the tenant and where it is felt that they will help improve the customer’s quality of life during this period of lockdown. We will seek to avoid completing works in homes that have tenants over 70 years old or underlying health conditions. Essential type repairs that are not emergencies, but repairs which need to be carried out quickly to prevent further damage to the property and improve customer’s quality of life during this period of lockdown. These are repairs that do not cause immediate risk to the health & safety or security to the tenant or 3rd party and therefore not an emergency. Examples of essential (urgent) repairs are: Following the government’s announcement of a lockdown all external repairs will cease until further notice.Emergency repairs:
Essential (Urgent) repairs:
External Repairs:
Report an emergency repair on 01925 452 452
Other useful numbers
- Gas leaks 0800 111 999
- Electrical supply 0800 195 4141
- Home water supply 0845 745 2200
- Leaks in street 0800 330 033
- Police enquiries 101/ emergencies 999
If a maintenance or repair job is needed in your home but doesn’t pose a risk to the property or you and your family, it isn’t classed as an emergency. We pride ourselves on offering a service that’s fast, easy and convenient, especially if you report it online, where you can report and schedule repairs 24/7. Check before you report Is the repair our responsibility or yours? Examples of Non-Emergency Repairs and our response times are outlined in the table below. Minor repairs to kitchen units Minor repairs to bathroom sanitary fittings and fixtures Minor plastering to walls and ceilings Minor repairs 15 days to or replacing internal doors General repairs to boilers, fires and radiators What are non-emergency repairs?
Type of repair
Response time
15 days
15 days
15 days
15 days
15 days
Which repairs are my responsibility?
We will carry out the majority of any repairs caused by fair wear and tear to your home. However, the day-to-day upkeep of your home is your responsibility.
Your tenancy agreement outlines some of the tasks we expect you to take responsibility for. Generally these are small maintenance and repairs jobs you should be able to carry out to keep your home in good working order.
| Repairs or items you are responsible for: |
|---|
|
Equipment, fixtures or fittings belonging to you |
|
Light bulbs, electric plugs, fuses, fluorescent tubes and starter motors (except in communal areas) |
|
Electric fires: light bulb replacement |
|
Minor plaster defects that can be made good with a DIY filler |
|
Damage caused by you, your family or visitors to your home |
|
Boundary dividing walls, fencing and hedging (except those supplied by us) |
|
Any repairs due to misuse, or damage to fixtures and fittings not caused by normal wear and tear |
|
Washing lines |
|
Garden maintenance including paths and patios installed by you |
|
Door furniture provided or fitted by you |
|
Additional, keys, locks, bolts, handles and latches, including where keys are lost or stolen |
|
Smoke alarms: disposable batteries testing and replacement |
|
Outbuildings, sheds, garages or greenhouses other than those supplied by us |
|
Bath, sink and WC waste pipe and gully cleaning where blockages result from neglect or carelessness by you, members of your household or visitors |
|
Ensuring that your own fittings, such as cookers, are installed correctly and meet current safety standards |
|
Easing and adjusting internal doors |
|
Condensation problems |
If you’d like us to carry out repairs that are your responsibility, this can be arranged. However, we will charge you for this.
We ensure that all of our homes have building insurance to protect them from major issues but it’s up to you to pay for your own home contents insurance and to insure your own personal belongings.