Customer Services
When will my repair be done?
Did you know Old Ford is able to offer a two-hour appointment time when we will attend to start your urgent and routine repairs? Please ask a member staff if you would like a particular time.
1. Emergency repair
A repair is an emergency if it threatens your health, safety or security or could cause significant damage to your home if it is not tackled straight away. This includes but is not limited to:
- A water leak that cannot be contained.
- Total loss of electricity or water
- Offensive or racist graffiti
- Broken down lift
- Fire damage & flooding
- Major structural damage
- Serious blockages to main drains, or blocked WC if it is your only one
- Complete loss of heating where no temporary heating is available.
You will not have to wait more than 24 hours for a contractor to attend and make safe. Please note that we may have to return at a later date to complete a full repair.
2. Urgent repair
An urgent repair is one that causes inconvenience; affects your comfort and which if left incomplete may cause damage to your home. This includes but is not limited to:
- Heating and hot water breakdowns (The contractor will always try to visit within 24 hours but if parts are required to complete the repair a second visit may be needed)
- Minor leaks and blocked drains and pipes
- Faulty electrical fittings and minor electrical faults
- Leaking roofs
You will not have to wait more than five working days for our contractor to complete this type of repair. In addition, we are able to offer 2-hour appointment slots for when the contractor will attend to start the repair work (although the type of repair may mean it takes longer than the time slot allocated).
Repairs and gas service appointments will be booked for either the morning or the afternoon depending on your preference.
3. Routine repair
A routine repair is a fault that causes inconvenience to you but is not urgent and does not pose an immediate risk to your health and safety. This includes but is not limited to:
- Repairs to external walls
- Repairs and replacement of individual kitchen units
- Replacement of door and window furniture (Where there is no safety or security risk)
- Repairs to plasterwork
- Replacement of wall and floor tiles
- Minor plumbing works and tap replacements
- Repair and clearing of guttering and down pipes
- Minor roof repairs
You will not have to wait more than 15 working days for our contractor to complete this type of repair. However if components have to be ordered or scaffolding is necessary the waiting times may increase to up to 40 woring days.
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.
Like urgent repairs, we can offer 2-hour appointment slots for when the contractor will attend to start the repair work (although the type of repair may mean it takes longer than the time slot allocated).
Repairs and gas service appointments can be book for either the morning or the afternoon depending on your preference.
4. Scheduled maintenance works
Circle also have a schedule of maintenance works. These will shortly be available for viewing. Please visit the site again.
Your responsibilities
Some repairs are your responsibility. Examples include:
- Blown light bulbs
- Blocked sinks
- Damaged internal doors
- Broken glass (unless a crime has been committed)
- Accidental damage
Contact us:
For non-urgent repairs where you are able to locate the problem yourself you can use our online reporting system by clicking here. We will process your request and get back to you as quickly as possible but please note that during busy periods a response may take up to 10 working days. You can also find out when your repair is likely to be carried out.
If your repair is urgent, please contact us by telephone on 0203 583 1520 between the hours of 8:30am and 5:00pm, or 0800 0730 427 outside these hours.
