The responsibility for looking after your home is a joint one. We are responsible for most of the repairs but you are responsible for internal decoration and certain small repairs, which are listed below.
Repairs
What repairs is the landlord responsible for?
We are responsible for:
-
Repairs to the structure and exterior of your home e.g. roof, walls, floors, ceilings, external doors and window frames
-
The upkeep of gutters, external pipes and drains
-
The repair of baths, showers, toilets, sinks and basins
-
Electrical wiring, gas and water pipes
-
Heating equipment
-
Communal parts of flats e.g. stairs, landings, lighting and rubbish chutes
We will not be responsible for the costs of repairs that you or any member of your household causes by neglect or misuse. If they pose a risk to you or your home we will repair them, but you will be charged for this work.
We want to maintain your home as best we can and rely on you to help us by reporting repairs promptly and allowing us reasonable access to carry out work.
What repairs is the tenant responsible for?
You are responsible for the following:
- Internal decoration, including laminate flooring
- The replacement of keys
- Repairs to any equipment, fixtures or fittings installed by you (unless we have agreed to take reponsibility for them)
- Blocked baths, sinks, wash hand basins and replacement of plugs and chains
- Any damage that you or any of your household cause by neglect or misuse Your garden including lawns, plants, bushes and trees
- Replacement of television aerials and satellite dishes (other that where provided as a communal aerial)
- Replacing tap washers
If you want us to carry out repairs that are your responsibility, you will need to pay for them before the work is carried out.
You must…
- Keep your home in a reasonable state of decoration
- Report any repairs of faults as soon as possible
- Make sure our contractors can get in to carry out repairs
- Ask permission before you make any alterations
- Carry out the repairs which are your responsibility
- Keep your garden in a clean and tidy condition
Service Standards – Repairs
We will..
Reporting a repair
General repairs – you can call the Housing Repairs Hotline on 0845 129 8071 or alternately call into one of our offices.
For central heating repairs, arranging service visit appointments, or arranging new tenancy turn on and test, call the Repairs Hotline – 0845 129 8071.
You can also fill out the online repair reporting form here.
In an emergency
To report an emergency repair ring the Repairs Hotline on 0845 129 8071.
We will arrange for an emergency repair as soon as possible. Emergencies outside of office hours will only include those repairs needed to avoid serious health and safety risks or to prevent serious damage to your home.
They include:
-
Blocked toilets if your home only has one toilet
-
Blocked and leaking drains
-
Serious storm, flood or fire damage to the property
-
Gas leaks, burst pipes and electrical faults
-
No heating in winter periods, but if you have an independent gas fire you may have to wait.
Our staff and contractors try to attend emergencies on the day that they occur. Please don’t ask us to attend a non-emergency or service call at night or at weekends (unless we have already made an appointment). These calls will delay our attendance at genuine emergencies.
You must stay in, or adhere to agreed access arrangements. If you no longer require our attendance please let us know. If we attend and there is no access then we will cancel the repair and may have to charge you for our visit.
Useful emergency numbers
GAS – if you think you can smell gas ring:
National Grid (formally Transco) – 0800 111 999 (free)
www.nationalgrid.com/uk
To find out who suppilies your gas contact National Grid (formally Transco) on 0870 6081524
ELECTRICITY – if there is a complete loss of electricity in the neighbourhood ring:
United Utilities Emergency Service – 0800 195 4141 (free)
http://www.unitedutilities.com/
To find out who suppilies your electricity contact United Utilities on 0870 7510093
WATER – for burst water mains or no water ring:
United Utilities (for Glossop, New Mills, Whaley Bridge areas)
0845 746 2200
http://www.unitedutilities.com/
Severn Trent (for Buxton, Chapel, Hope Valley Areas
0800 783 4444
To send an enquiry online please click here
http://www.stwater.co.uk/
Information needed when reporting a repair
It is important that you give us as much information as possible when reporting a repair to help us order work as quickly and accurately as possible.
When reporting a repair, please let us know:
· Your full name and address
· The nature of the problem (e.g. leaking toilet)
· The location of the problem (e.g. leaking from the waste pipe)
· When we can get access to your home (e.g. any morning)
· Any other important information (e.g. a crime reference number if you are reporting a repair resulting from vandalism to your property)
Telephone Numbers – Our Confidentiality Guarantee
It is important that you give us as a contact telephone number and permission to use and arrange access with our staff and contractors. Please note that, under the data protection act, any information that we have about you will be kept in the strictest confidence. You have our guarantee that we will not give your telephone number or any other information to anybody outside High Peak Community Housing without your permission.
How soon will the repair be done?
We will make every effort to carry out repairs as quickly as possible. Repairs are given a priority depending on the type of work that is needed. The priority categories are:
Priority 1 – EXTREMELY URGENT – repair will be carried out within 24 hours
Examples include:
· Breakages to toilet pans
· Burst pipes and tanks
· Blocked drains
· Gas leaks and electrical faults
· No central heating or hot water
Priority 2 – URGENT – repair will be carried out within 7 days
Examples include:
· Replacement (broken) glass, where it is our responsibility
· Running overflows
· Electrical sockets not working
Priority 3 – NON-URGENT – repair will be carried out within 3 weeks
Examples include:
· Blocked or broken gutters or rainwater pipes
· Repairs to kitchen units
· Plastering
· Internal doors and frames
· Missing wall tiles
We may group together some repairs such as clearing gutters, replacement of misted double glazed units, anti condensation measures, fencing and gates, into contract packages in order to maximise expenditure and efficiency of our workforce and contractors.
We will not automatically carry out improvements such as moving sockets, additional sockets, washing machine connections, or other works that would be carried out either as tenant alterations or as part of an improvement programme.
What happens when you report a repair?
Emergency Repairs (Priority - 1)
When you report an emergency repair, we will ask you for access arrangements. The work will be carried out within the next 24 hours as long as we can gain access to your home.
Non-Emergency Repairs (Priority 2 and 3)
When you report a non-emergency repair, you will be sent a receipt that gives you details of the work ordered, the name and contact number of the contractor and the date it should be completed by.
If the repair is urgent (priority 2), we will ask you for access details. For non-urgent repairs, the contractor will contact you to make and appointment to carry out the repair.
We will offer you a morning or afternoon appointment wherever possible for a priority 2 or 3 repair. If you cannot make a daytime appointment you can ask for an early evening or Saturday morning appointment.
Sometimes we will need to carry out an inspection to assess the type of repairs before we can order any work.
Gas Servicing
Our contractor will write to you when a service is due. You must make satisfactory arrangements to allow the contractor access to your home, because by law we must service and check each appliance every year.
We will also check any of your gas appliances for safety (e.g. gas cooker). If it is faulty then the engineer will advise you of this and disconnect the appliance. It is YOUR responsibility to arrange for repair or replacement with a suitably qualified contractor.
Electric Storage Heaters – if you have a fault with your electric storage heaters contact the Repairs Hotline on 0845 129 8071.
Meters and Supplies
Gas, electricity and water meters and supplies are your responsibility (as a contract between yourself and your supplier). If you have a card or token meter and you run out of credit, we cannot provide an emergency supply.
We will charge you for unnecessary callouts that result from disconnection.
Satisfaction survey
All repair receipt forms contain a pre-paid reply slip for you to give us your comments on the quality of completed works. Please take the time to fill this in so that we know whether we have done a good job or not and whether we need to make improvements.
If you are not happy with the quality of work carried out or if things go wrong, please contact the Repairs Hotline straight away on 0845 129 8071 and we will deal with the problem.
Back to top