Order a repair

We want to hear from you

We are committed to providing good quality, value for money services in an efficient and courteous way. We welcome comments from our tenants; your complaints, praise and suggestions help us see how we are doing - and find ways to improve services.

So please tell us if you are unhappy with the quality of a repair, or with the way you were treated when the repair was arranged or carried out.

How to
You can do this in person at any of our offices or telephone us.
You can also email us at enehl.enquiries@enehl.org.uk

How long will it take?
We will acknowledge your comments in writing, and give you a reference number.
If you have made a complaint, we will respond within three days, telling you what we are going to do to put it right.
If your complaint is complex and we are not able to respond in full within 10 days, we will let you know what is happening

Repairs

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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​Emergency and urgent repairs are taken forward immediately.  These include works to burst pipes, gas leaks and total electrical failure, heating breakdowns and so on, and include critical health and safety repairs. 

Other works are then considered in relation to health and safety issues as well as available resources and costs, and batched together where possible by the repairs team. Types of work this might include are repairs to plasterwork inside buildings, guttering, or brickwork pointing.

This helps us to tackle frequent issues in a more organised way, for example one area might have several loose paving slabs and we can get all the necessary work done together rather than on separate orders – saving time and money, and making the best use of public money