Customer Services
Merton Priory Homes Repairs
We operate a full repairs service with our contractor 
: 24 hours a day, 7 days a week, 365 days of the year. Non-urgent repairs are completed at appointed times within normal office hours - 9am - 5pm, Monday to Friday (excluding Bank Holidays).
| How do I report an emergency repair? |
|---|
Please only report an emergency repair by telephone or office visit so that we can give it the priority it deserves. Other methods of reporting repairs are for non-emergency or non-urgent repairs only.
Emergency repairs are mainly those that have a serious effect on people or cause damage to the property. A list of emergency repairs can be found here.
| How do I report a non-urgent repair? |
|---|
You can report non-urgent repairs to us by:-
Telephone (freephone): 0800 404 6090 or 0300 500 3000 (local rate)
Please remember to include your name, address, telephone number, details of your repair and the times of day when it is best to get in touch with you.
Fax: 0203 441 8600
Text Messaging: Available soon.
In person: You can report the repair at our offices during normal opening hours at:
Merton Priory Homes
The Grange
1 Central Road
Morden, Surrey, SM4 5PQ
| How do I report a repair to my heating direct? |
|---|
If your repair is about your heating, you can contact our heating contractors, Smith & Byford, directly on the freephone number 0800 091 1509.Please be aware that if you are calling from a mobile you may be charged for the call.You can also call our local rate number 0300 500 3000 and select option 3.
| How do I report a repair when the office is closed? |
|---|
You can report emergency repairs to us outside normal office hours by:-
Telephone: 0300 500 3000 between the hours of 5.30pm - 8.30am and on bank holidays and weekends. We only attend out of hours repairs to make safe any fault in your home that is an immediate danger to any person, or to the fabric of the building. All other repairs that are not considered an emergency will be reported and booked in the following day for a suitable appointment.
| Repairs Merton Priory Homes is responsible for |
|---|
As your landlord we must make sure that your home is structurally sound and weathertight, and that you are provided with hot water and a means to keep your home warm.
The type of repairs that we will carry out include repairs to:
- heating and hot water;
- electrical wiring, sockets and light fittings;
- plumbing;
- roofs, outside walls, windows and doors;
- drains and gutters;
- inside walls, floors and ceilings;
- kitchen units; and
- baths, basins and toilets.
| Repairs you are responsible for |
|---|
You are responsible for carrying out any repairs that are caused by accidental damage, misuse or neglect. This includes any damage caused by friends and visitors to your home.
There are different rules if you live in supported or sheltered housing. Please talk to your staff worker for more information.
You are also responsible for:
- interior decorations;
- replacing light bulbs;
- broken windows;
- door handles and latches inside;
- replacing keys and locks if you have lost your key or it has broken in the lock;
- clearing blockages to sinks and basins if you have caused the blockage; and
- TV aerials (unless you have a shared aerial that we have provided), phone lines, satellite and cable TV, and broadband.
If we have to lift any laminate flooring that you have fitted to carry out repairs, you are responsible for refitting it. We cannot be held responsible for any costs you may have to pay for re-laying or replacing this type of flooring.
| Repairs we can charge you for |
|---|
We will charge you if we have to carry out a repair to your home that you are responsible for. You will generally need to pay before we carry out the work and we will charge you the full cost of the repair plus an administration fee and VAT.
An adviser will give you more details on repairs we are charging for, if this applies.
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