Name: Repair timescales and complaints
Description: Repair timescales and complaints
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Repair timescales and complaints

This section explains the timescales for repairs and what a tenant should do if they are unhappy with the service they have received.

Repair Timescales

The Council categorises repairs into priority one, right to repair, priority two, three, four, five and planned repairs.

Priority One

(within 2 hrs of the repair being reported)
Emergency repairs are those that need to be done when you, your home, or surrounding homes are in danger.
These will normally be carried out within 2 hours of the repair being reported.

  • Fire damage
  • Severe water leaks
  • Unsafe gas or electricity
  • A gas leak in the home
  • A total loss of heating and hot water sometime between November and April
  • Gain access after tenant has lost keys

Sometimes it may be necessary to carry out temporary repairs to deal with the situation and for a full repair to be carried out at a later date.

Right to Repair

(within 24hrs of the repair being reported)

  • A total loss of water
  • Blocked toilet or drain (when only one WC in the property)
  • Making a property safe after a break-in
  • A partial loss of water or electricity supply
  • Leaking hot taps where boiler fired up
  • Minor repairs to external doors and window frames where it poses a security risk

Priority Two

(within 48 hours of the repair being reported)

Urgent Repairs are not emergencies but need to be carried out quickly in order to prevent further damage or discomfort.
These will normally be carried out within 48 hours of you telling us of the need for a repair.

  • A complete loss of heating and hot water sometime between April and October
  • A partial loss of heating and hot water at any time of year
  • Minor plumbing leaks
  • A partly blocked sink
  • A blocked bath or basin
  • Running overflows

Priority Three

(within 5 working days of the repair being reported)

Urgent, everyday repairs which need to be carried out as a result of normal usage.
These will normally be carried out within 5 working days of the repair being reported, unless an inspection is needed.

  • Landlords lighting (only one or two lights affected)
  • Minor repairs to external doors and window frames
  • Running overflows in the spring and summer months

Priority Four

(within 10 working days of the repair being reported)

  • Small renewals, i.e. WC pans, cisterns and taps

Priority Five

(within 20 working days of the repair being reported)

  • Loose or broken gutters,
  • Cracked windows (outer pane only)
  • Dripping cold taps
  • Reglazes
  • Plastering and repointing
  • Fencing
  • Paths and brick work
  • Guttering
  • Taps, baths, wash hand basins

Planned Repairs

(within 40 working days of the repairs/maintenance being reported)
Planned repairs are non-urgent repairs or general maintenance jobs which will prevent your home falling into serious disrepair.

  • Renewal of external doors or windows.
  • Renewal of baths, basins and toilets.
  • Renewal of kitchen units and worktops.
  • Rewiring (where this is not detrimental to health and safety of household).

What To Do If A Contractor Misses An Appointment

Please telephone Customer Services as soon as possible on 01322 343800.

Unsatisfactory Repairs Or Repair Time

If the contractor fails to complete an urgent repair in time then you may be able to apply for compensation under the right to repair scheme.

If you are unsatisfied with the quality of repairs please phone customer services on 01322 343800.

Contractor Code Of Conduct

All the Council's contractors are required to abide by this code of conduct:

  • Identification - all operatives must be of smart appearance and wear an identification card which shows their name and photograph and the name and telephone number of the contractor they work for.
  • Access - all appointments made between the customer and the contractor must be kept. Operatives must ensure that they adhere to the arrangements that have been made and that they are punctual.
  • Formal on-site arrangements - the customer must remain on site at all times when the operative is present in the home. Operatives must ensure that they are never left alone with minors. Operatives must not seek to obtain private work from their customers.
  • Protection of customer's property - operatives must treat the homes of customers with respect and ensure that suitable protection is arranged for the customer's property and that delicate or valuable items are removed from the work area.
  • Disruption - operatives must ensure there is minimum disruption to the customer and that work is limited to one room at a time if at all possible.
  • Damage to customer's property - any damage to customer's property resulting from negligence of operatives must be compensated for by the contractor.
  • Customer's services - electric and gas supplies may only be used with the resident's permission and satisfactory payment, where appropriate, must be made to the customer prior to use. Reconnection and testing of the customer's services such as water, gas and electricity to be undertaken at the end of each day.
  • Health and Safety - the site must be kept safe at all times. Fire exits, lifts, staircases, corridors and doorways must be kept clear and not blocked by the contractor's tools or materials.
  • Site clearance - on completion of work, the site must be cleared of all debris, dust, waste materials and tidied at the end of each day.
  • Absolute respect - operatives must be polite and courteous to the customer at all times. Racist or sexist remarks or innuendos will result in the operative being removed from the site immediately.
  • All contractors are required to deal with customers promptly and show patience, understanding and sensitivity at all time.
Last Updated: 06th September 2018 Print Link

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