Reporting a repair
What you can expect from us – our service standards
- Identification – will be carried by all trades who come to your house
- Emergency repairs – aim to be carried out within 24 hours from being reported
- Non-emergency repairs – we will carry out at a date and time that is mutually agreed by you
- We will aim to complete your repair on the first visit. If any follow up work is needed, we will agree a convenient date and time with you
- Annual service – on all sold fuel, gas or LPG heating systems
- Customer Service standards – when you contact us
- Feedback – for comments, compliments and complaints
We have changed the way we carry out our repairs to observe Government guidelines on social distancing. View a short animation on our YouTube channel explaining what we are doing.
We have also produced some 'do it yourself' repair videos to help you fix some common problems yourself.
Don't worry, if you don't feel comfortable trying to fix the problem yourself, you can report the repair to us via the normal channels below.
Emergency repairs can be reported 24 hours a day, 7 days a week by calling the Customer Service Centre on 0800 169 5454.
An emergency repair is where there is a potential danger to health or risk to safety of the occupant, or a danger of serious damage to the building.
We will respond to these within 24 hours according to the severity of the repair.
Out of hours emergency repairs – 0800 169 5454
When the emergency repair is needed out of normal office hours, we will make the property safe and secure and will then arrange to carry out any additional repairs during normal working hours.
If you have a new non-emergency routine repair to report, please report these using our online form or by using MYaccount. You will be asked to describe your repair and leave your contact details to enable us to book your appointment.
We will aim to complete your repair on the first visit. If any follow up work is needed, we will agree a convenient date and time with you.
The care of your home is a joint one. We are responsible for most of the repairs but you are responsible for the decoration inside your home and those listed under Tenant responsibility on this responsibility chart.
You should take reasonable care of your home, including internal decorations and report any repairs or faults to us straight away. If you want to make any alterations or adaptations to your home or garden, either internally or externally, you may need our permission first. You can do this through MYaccount or by talking to your Housing Officer. If agreed, these alterations or adaptations then become your responsibility to maintain. They must also be removed and made safe when you leave your home.
If you have a mutual exchange to your home through Homeswap for example, you will be responsible for any faults or damage to the property, other than emergencies. You cannot report any other repairs during the first twelve months. You will also be responsible for any adaptations made by previous tenants and any outstanding repairs that are tenants’ responsibilities.
If you have applied to buy your home, we will only carry out basic repairs the law asks us to do. Once you have bought your home, you are responsible for all repairs.
We recognise that for vulnerable tenants, you may find it difficult to undertake repairs that are normally the tenant’s responsibility. Where the repair has not been caused by your misuse, we will offer to help. This includes items like replacing toilet seats, light bulbs or blockages in drains.
If your property is damaged (including accidentally) by either yourself, family or visitors then the repair is your responsibility.
If you carry out the repair yourself or pay a tradesperson of your own choice, an inspection by The Community Housing Group will take place to ensure the repair is safe and of a suitable standard.
Alternatively, The Community Housing Group can carry out the work for you. We can give you a quote for the repair and payment is required before work starts.
Controlling Condensation and Mould
Dampness caused by excessive condensation can lead to mould growth on walls and furniture.
Try our simple quiz to see what could be causing your mould or condensation and view the video for further advice.
Tips to avoid condensation:
- Keep the temperature of your home between 19-21 degrees
- Do not dry clothes on radiators or indoor airer
- If you have a tumble dryer, make sure it is correctly vented or use a condenser dryer
- When cooking, keep doors shut but a window open or extractor fan on. Use a lid on pans
- When bathing or showering, have a window open or the extractor fan on
- Keep kitchen & bathroom doors closed after use for at least 20 minutes.
Mould growth can be removed by using fungicidal washes from DIY Stores and dealing with the cause such as drying surfaces such as windows and window sills that become wet.
For more information, view our booklet 'Controlling Condensation and Mould' or if you have persistent issues, please contact your Housing Officer for further advice.