Property Services

As your landlord, we are committed to providing an excellent repairs and maintenance service.

Our Responsibilities

We have a legal obligation to carry out certain repairs to maintain your homes. Our obligations and the repairs that we are legally responsible for are to:

Keep the structure and exterior of the property in good repair
Keep the essential services to the property in good repair and working order
Keep communal amenities in working order
Take care to prevent or repair defects to keep tenants and others reasonably safe from personal injury or damage to their property
Make good finishes to plasterwork following the repair

Under the terms of the tenancy agreement the tenant also has certain repair obligations. It is our policy not to carry out any repairs that are classed as being the tenant's responsibility or that have been caused by neglect, misuse or accidental damage.

It is the responsibility of the tenant to maintain the inside of the property and carry out minor repairs.

The following list are examples of these:

Decorate internally
Replace toilet seats
Carry out any repairs to any equipment, fixtures or fittings not installed by us.
Unblock baths, sinks and wash hand basins.
Maintain gardens, including lawns, plants, bushes and trees.
Replace fuses and plugs.
Provide access at reasonable times for work to be undertaken.
Replacing locks and keys when lost.
Anything damaged by you, your family or visitors.
Dealing with pests and infestations

Tenants are also responsible for clearing the area of work, which includes removing furniture, carpets and personal belongings, prior to us attending to carry out the work. If you are elderly or have a disability and would have difficulty removing such items please tell the Repairs Hotline, when reporting the repair.

If you need a repair carrying out there are a number of ways that you can report a repair: You can report a repair during office hours (9am to 4:30pm Monday to Friday) by:

Emailing enquiries@hpch.co.uk
Through our website at www.hpch.co.uk
Text message to 07800 00 22 64
Calling into any of our receptions.
Telephone our Repairs Hotline on 0845 129 8071 (The Repairs Hotline is open 8am to 8pm Monday to Friday)

We also operate an out-of-hours telephone number so you can report emergency repairs when our offices are closed.

For emergency repairs, out of office hours, call 01663 752 099

If your emergency does not fall under one of the following categories and you call us out, you may then be recharged. The types of repairs that will be attended outside of normal working hours are:

Electrical: where there is no power to the property; there is water on the electrics, following a burst; or lifts or fire alarms (excludes smoke alarms) not working.
Fire: where the Fire Service is attending or has attended.
Heating: if it is a water leak from the heating system.
Heating: where there is no heat from a central heating system. An engineer will only attend up to 10pm.
Water: bursts on hot or cold water supply
Break In: make safe ground floor windows and doors.

If your emergency is life-threatening, call the emergency services on 999 (Or 112 from a mobile phone).If you smell gas, call Transco on 0800 111 999.

For more information about our repairs service, please click here to download our repairs service leaflet.

Schedule of Rates

In September the Property Services Team introduced a new service enhancement by introducing the Graphical Repairs Ordeing (GRO) system at the call centre and the National Housing Federation's schedule of rates. The improvement is intended to help the call centre to diagnose the problem by drilling down through diagrams whilst you are on the telephone. This helps us to be better prepared when we visit your home to carry out the repair. So...next time you report a repair to us you may be asked a few more questions and for more information about the repair.