Reporting repairs

To report a repair call the repairs Freephone (see Contact This Service for contact number and opening hours) or use our on-line form (see Related Information)

We will:

• ask you your name, address and daytime contact number
• ask you to give us details about the repair you are reporting
• agree a date and a time slot between 8am - 12noon or 12 noon - 4pm when someone can be at home to let us in

Please tell us if  you are disabled or have mobility problems as we may be able to respond faster

If we think it is needed we will arrange a time slot for a surveyor to come round and inspect the repair before we agree a date/time slot to carry out the repair.

We will send you:

• Confirmation of your repair request and appointment
• a repairs satisfaction form

When your repair is complete please fill out the repairs satisfaction form and send it back to us - this helps us improve our repair service.

If you are unhappy with our service, the way your repair was carried out or the quality of the work please use the satisfaction for to let us know - we will contact you within 5 days to sort it out

Emergencies out of hours

Emergency repairs are only carried out outside normal working hours if there is a serious and immediate risk to people or property. We will normally only assess the situation and do what we can to make your property safe and secure. Arrangements for the full repair will be sorted out on the next working day.

Recharges

Most repairs are paid for out of the rent you pay.  However, we will recharge you for:

• the cost of repairing any damage which you have caused accidentally, deliberately or through neglect
• the cost of an out-of-hours call out if you abuse the out-of-hours service by requesting a repair which is not a genuine emergency
• the cost of helping you to get back into your property if you forget or lose your keys
• putting right improvements that you have carried out badly or without permission

Decorating Allowances

If during the course of carrying out essential repairs (such as replastering) we unavoidably spoil your decorations we may ofer you a decoration allowance so you can re-decorate the room.

Decoration allowances are awarded at the discretion of the surveyor overseeing the repair and will not greater in value than the cost of redecorating to a basic standard. The allowance will be in the form of B & Q vouchers or reimbursement of actual spending (receipts are needed) up to an agreed amount.

When a decorating allowance has been awarded the housing officer  may  re-inspect your home.

Article		Description
	Your Right To Repair	A government scheme to ensure certain repairs are carried out quickly