Repairs

You must look after your home and put right any damage that you, a member of your family or a guest in your house have caused either deliberately or through neglect or carelessness.

If you do not, we will repair the damage and charge you for the work. We call these jobs "rechargeable repairs".

If there is a doubt about how damage was caused, we will come and check the problem before we make a decision.

This might include:

Alterations carried out to your property without permission

• Broken doors or door frames
• Lost keys
• Replacement locks
• Forced entry
• Broken window frame
• Broken kitchen units, toilets, baths or basins
• Broken electrical fittings
   
  We are not responsible for decorating the inside of your home. We will not carry out work to your own electric fires or electric heating systems.

Repairs

When you report a repair to our Repairs Hotline, you will be offered an appointment for when the work will be carried out.  Appointments are available in a morning from 8am to 12 noon and in an afternoon from 12 noon to 5.00pm Monday to Friday.
How can I help?

If you have an appointment for a repair, it is important that you are at home on the agreed date and time when our operatives will call, as missed appointments waste time and money. 

If you find that the agreed appointment is not convenient please contact the Repairs Hotline.

Aire Valley Homes 08009156660

West North West Homes 08009151113

East North East Homes 08009151600

We set different timescales for different types of repairs.

Emergency repairs - three hours
These include works to burst pipes, gas leaks and total electrical failure.

Urgent repairs - 24 hours
These include works to heating breakdowns where you have no other form of heating, replacement door locks and blocked drains.

Appointable repairs - up to 25 days
Repairs will be completed as soon as possible by appointment. These include works to loose fitting doors and windows, leaking guttering, loose floor boards, a light or electric socket not working. 

Please make sure you are at home at the appointment time. If you are not, the job will be cancelled. You will then have to call us again to reorder the repair.
 
Planned work - up to 55 days
For jobs that need planning due to the nature of the work required. These include manufactured items like external doors and windows or where large amounts of plastering are required.

Order a repair

​Not all repairs or maintenance work can get done quickly.  Emergency work, which could be a critical health and safety risk for our tenants, is taken forward without delay.  However, non-urgent work is batched together where possible and taken forward in a planned way to minimise disruption to tenants and make the best use of resources.  This may mean waiting longer for some works, as we need to prioritise and plan it, and make sure our annual budgets are spent in a way that makes the best use of public money.

If the repair or maintenance work is to your home, you will get a repair receipt through the post when the work is ordered, letting you know when it will be done. 

If you have a repair receipt and your appointment hasn’t been attended on time, or the target completion date has passed you can also contact our repairs contractor Morrison directly to get an update. 

The number for this is 0333 600 6160, and you must tell them your repair order number.

If the repair is to your home and you need to let us in, please make sure you are at home at the appointment time.  If you are not, the job will be cancelled.  You will then have to call us again to reorder the repair.

We are also exploring the introduction of an on-line system where customers can easily check the progress and status of their repair themselves – either via a computer or a phone app.

If the repair or maintenance work is to a communal area, such as within the landing area of a high rise block, or to communal pathways or paving outside, our repairs team make sure that the local Neighbourhood Housing Office is kept up to date on what is happening. 

Get in touch with them - by visiting your local office, or getting in touch with your NMO direct or through our contact centre – to find out what is going on.   If the work is large scale and will affect lots of people then local residents will receive information by post before it goes ahead. 
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