How to report a repair

Choose a method which is convenient to you.

(EMERGENCY REPAIRS SHOULD BE TELEPHONED IN ON 0800 454815)

1. Telephone freephone number 0800 454315 at any time.
2. Report it to your Community Housing Officer or Customer Services Advisor.
3. Call into our offices during opening hours between 9am and 5pm.
4. If it is not urgent write a letter to us and we will organise it for you.
5. Online repair request Click here

When you report a repair please give us the following information:

• Your Name
• Your Address
• A contact telephone number
• Full details of the repair
• The times when it's convenient for the contractors to call.

Our Responsibilities

We will

• Keep in good repair the structure and exterior of your home.
• Keep in good repair and proper working order any installation provided by
  us for heating, hot water and sanitation and the supply of water gas and electricity.
• Keep in good repair any communal areas.

Some of your responsibilities

• All internal decorations.
• Your garden or external areas.
• Any damage caused by yourself or visitors, including windows unless criminal damage.
• Blocked sinks, drains or gullies.
• All light bulbs and fuses including fluorescent tubes and starters.
• Replacement of locks and keys.
• Vermin and pest control.
• Batteries for doorbells and smoke alarms.

For a full list please refer to your to the repairs leaflet in your handbook

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Repair priorities

We try to deal with repairs quickly, when you report the repair we will tell you the priority and how long it will take.

Please note the above are guidelines

Rechargeable repairs Handbook 6.5

The tenant's handbook gives examples of the type of works that should be considered to be the tenant's responsibilities;
In addition the association will also recharge costs for damage caused by tenants and for costs associated with failure to keep appointments.

Day to day maintenance

Day to day repairs are those small jobs that occur when something breaks like a gutter or a drain blocks. Repairs to rectify a fault that would otherwise cause more damage to the property, or it would affect the general level of ammenity like having no heating or hot water are considered to be a day to day repair. Other larger jobs may also be carried out as a day-to-day repair such as relaying paths or replacing boilers if it is felt to be a health and safety risk and there was to be a delay for including it in the planned maintenance programme.

Planned Maintenance

Programmed improvements
These are works intended to improve the facilities of a property and we are currently concentrating on kitchens. We are replacing around 150 kitchens a year giving priority to the oldest properties that have no fitted kitchens. By 2012 all Marches Housing Association properties will have new fully fitted kitchens.

Programmed repairs

These are programmes that are intended to replace major components of our properties before they fail. The association has a 30-year programme for the replacement of roofs, boilers, wiring, footpaths and fences. This ensures that the Association's properties are kept in good condition and the day to day repairs are reduced.

Cyclical repairs

These are repairs carried out on a regular cycle such as servicing gas boilers every year and 5 yearly painting programmes and 5 yearly electrical safety checks. These programmes are designed to keep components in good condition and help to prioritise other works such as boilers and wiring for replacement.

Moving from your property

When you have given us notice of wanting to move from your property your home will be inspected by your Community Housing Officer before you leave.
Together you will agree to any repairs decorating or removal of fixtures and fittings that need to be completed before you can move out.

This will include removing all carpets curtains and items from the garden. We ask that you remove all rubbish and leave the property in a good condition suitable for the next occupants.

If you fail to carry out these requirements you will be charged for the cost of us having to bring the property up to the required standard.

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Improvements and alterations

You may carry out alterations and improvements to your home at your own expense providing you seek written approval from us first.
Some examples of work you need permission for:

• Having water meters fitted
• Erecting a shed or a greenhouse
• Laying a patio
• Fitting a shower
• Having to alter the plumbing or kitchen to fit a washing machine
• Any alterations to kitchen or bathroom

Please refer to your handbook 6.12 for full details and if in doubt contact your Community Housing Officer before making any plans.

But you must not start any work until you have written permission from us.

Compensation for your improvements

If you carry out works to your home, these will become our property at the end of your tenancy.
We may make a payment to you if your improvements reduce our expenditure on planned modernisation or improvements.

We may also compensate you if your improvements substantially increases the rental value of the property.

On the other hand we may need to reinstate your property to its original condition where work you have done results in a maintenance liability for the Marches Housing Association. You may be invoiced for this work if you do not do it yourself.

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Content Updated :: 15/05/08