Our Customer Contact Centre is open 8.30am – 5pm, Monday – Friday and staff will be happy to deal with your call. You can call the Contact Centre on 0800 073 0417 or 020 7447 3100. Phone calls are answered by our emergency repairs service provider outside of these times but the telephone numbers that you should use are the same.
Please note that when you call outside of normal business hours, only emergencies can be dealt with and call operators have no access to your tenancy details. You can also report non-urgent repairs online, or by e-mailing firstname.lastname@example.org. Emergencies should always be reported by telephone.
This depends on the actual repair in question. We have three different categories of repair. These are Emergency (24 hours), Urgent (7 days), and Routine (28 days). The category your repair falls under will be decided when you contact us.
An Emergency repair will be carried out within 24 hours of being reported.
An Emergency repair is raised if the reported fault threatens health, safety or security or could cause significant damage to a customer’s home (or adjoining property) if it is not tackled straight away. This includes but is not limited to:
Please note that it may be appropriate for our emergency operatives to attend only to make the situation safe and we may have to return at a later date to complete a full repair. This will automatically be logged on our system and we will contact you to make an appointment.
An Urgent repair will be carried out within 7 calendar days of being reported.
An Urgent repair is raised if the fault is one that causes inconvenience, affects comfort, and which if left incomplete may cause damage to a customer’s home. This includes but is not limited to:
A Routine repair will be carried out in 28 calendar days of being reported.
A Routine repair is raised if the fault causes inconvenience, but is not urgent and does not pose an immediate risk to health and safety. This includes but is not limited to:
In some cases response times will be shortened to take account of our customers who are vulnerable or have specific needs, such as elderly or disabled residents, or those with very young children.
The type of repairs that we will carry out include repairs to:
Some repairs are the tenant’s responsibility and the Repairs Team will not carry these repairs out: These repairs can include:
Since March 2007 we have been working in partnership with Geoffrey Osborne to provide our day to day reactive repairs service. We work closely together in a shared office in Islington. You will be visited by one of their skilled operatives to complete your repair. We also have a specialist gas contractor, Village Heating, as well as lift and alarm engineers. Operatives should always show you ID before entering your home.
We generally do not carry out pest control for mice. The usual reason for mice in your property is because food is easily accessible to them. This could be due to easy access to rubbish bins or food in floor level cupboards. We recommend that you purchase mouse traps from your local hardware supplier, or B&Q, or Homebase.
We will be happy to come out to repair your door, but we will not replace it. If you have recently had a carpet or new flooring fitted and that is what is causing the problem, we will not adjust your door to fit your flooring as that will be your responsibility.
Tree works are costly and can often take a long time to resolve due to the need for the involvement of the local authority.
We will only carry out tree works in the following circumstances:
We only fix/replace items on a like for like basis, meaning that we will only replace your existing tap with a similar one.
Decoration within your home is your responsibility. We will repair any damage caused to decorations as a result of a repair that we have carried out, but please remember that it will only be a patch repair and that colour and finish matches cannot be guaranteed.
What you should NOT do is smoke or turn on any electrical item (including mobile phones). Open all windows and doors and if you know where your gas supply valve is, switch it off. Immediately call Transco on 0800 111 999 and our Customer Contact Centre on 0800 073 0417 or 020 7447 3100.
Black mould usually indicates the presence of high levels of condensation. If the problem mainly affects the bathroom, and / or the kitchen and / or any north facing outside wall there are a number of things that you can do to reduce the problem.
If these taking these measures does not resolve the problem or if the problem worsens, call our Customer Contact Centre and request an inspection of your home.
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