Property Services

As your landlord, we are committed to providing an excellent repairs and maintenance service, and the responsibility of looking after your home is a joint one.  We want to maintain your home as best we can and rely on you to help us by reporting repairs promtly and allowing us reasonable access to carry out work.

We are responsible for certain repairs, which you can find a list of examples of by clicking here.We will not be responsible for the costs of repairs that you or any member of your household casue 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 and we will recharge you for the cost, which may include legal action.

You are responsible for some repairs within your home, you can find a list of examples by clicking here.

How to report a repair

• Telephone: 0845 129 8071 (8am-8pm Monday to Friday)
• Email: enquiries@hpch.co.uk (24 hours a day non-emergencies only)
• Web site: Please click here
• In person: call into reception during office hours (9am-4:30pm Monday to Friday)
• Out of hours: For emergency repairs, please call us out of hours on 0845 129 8075
• If your emergency is life threatening you should call the emergency services on 999

To read more information about what is classed as an emergency repair - please click here

When you report a repair

It is important that you give us as much information as possible when reporting a repair, to help us to order work quickly and help you as soon as possible. We will ask you for your details including name and address, information about the problem and when we can gain access. Under the data protection act any information that we hold about you will be kept in the strictest confidence, you have our guarentee that we will not give your telephone number or any other information to anybody outside of HPCH without your prior permission.

You will be offered an appointment for all works to be carried out and currently offer four appointment slots which are; all day, morning, afternoon and avoiding the school run. If an appointment to carry out work has been agreed with you and you fail to keep it we may charge you the full cost incurred and cancel the appointment.

In some cases we may need to carry out an inspection of works that you report, if a pre-inspection is required we will make an appointment with you for the Neighbourhood Maintenance Coordinator (NMC) for your area to call and inspect the problem.  The NMC will see if any works need to be undertaken and if so, order the repair.  You will then be sent a confirmation letter detailing time frames for the work to be undertaken.

When will the repair be done?

We 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 priorities have been agreed with tenants, and are:

• Priority 1 - Emergency repair within 24 hours
• Priority 2 - Urgent repair within 7 days
• Priority 3 - Non urgent repair within 3 calendar weeks
• Priority 4 - Planned repairs within 16 calendar weeks

To read more about the priorities and what is included within each section, please click here.

Your important feedback

Your feedback is really helpful for us to improve our services and to see where we are doing well.  After a repair has been carried out, we will send you a survey.  If there are any negative comments the repair will be inspected and the contractor recalled if necessary.  Compliments are always welcome and are always passed on to the operative who carried out the work.

For further information about repairs, and our Property Services Team, please click here.