Repairs Services

How to Report a Repair

When you notice something that needs attention in your home or on the common areas, i.e. landings, stairs, entrance hall etc. you should let the Repairs Team know as soon as possible.

The more information you can give us about the problem, the better our chances of getting the repair carried out quickly and effectively.

We will need to know:

• Your name, address and day time contact telephone number.
• The nature of the repair
• The location of the repair e.g. in your home, common close, block etc.
• When you can provide access for an inspection if required and for the repair to be carried out.

When you report a repair we will advise you if the problem requires to be inspected by a member of our staff, what category the repair falls into and how long it should take for the repair to be carried out.

Response Times

Feedback from our customers has indicated they would like an explanation of how different types of repairs are categorised into the relevant priorities and timescales.

1. EMERGENCY REPAIRS – timescale is make safe within 8 hours
   
   Emergency repairs that are necessary to prevent: serious damage to the building, danger to health, risk to safety or risk of serious loss or damage to the property.

   The following examples are listed to demonstrate the type of situation which is categorised an emergency.

• Serious water penetration from above
• An electrical hazard or complete loss of electrical power or light. (including electric storage heating
• Choked toilet and no other toilet in the property.
• Loss of communal service i.e. choked chutes, riser damage, water pumps and lifts
• Making safe, damaged glazing in high risk areas i.e. Multi Storey Blocks, ground floor flats, certain communal doors, panels
• Lost keys (usually re-chargeable to tenant)
  
  
2. URGENT REPAIRS - timescale is up to 3 working days

   Urgent repairs that will seriously affect the comfort or convenience of the occupier.

   This category will be applied to situations involving the removal of a health hazard or hazard to safety or other repairs which cannot be left to be carried out as routine.

   Examples of Urgent repairs are as follows:-

• Partial loss of electrical power or lighting sources, i.e. no power to a socket
• Partial loss of electrical storage heating
• Communal TV Aerial Faults
• Choked wash hand basin or kitchen sink
• Damaged glazing
• Follow up work to complete an emergency repair


3. ROUTINE REPAIRS – timescale is up to 10 working days

   Routine repairs that will not seriously interfere with the comfort and convenience of the occupier

   This category applies to all repairs not included under the emergency, urgent categories. The repairs within this category will be builders and joinery repairs and a proportion of plumbing and electrical repairs.

   The following are examples of routine repairs:-

• Repairs to doors and windows
• Minor Plumbing repairs, i.e. replace tap washer
• Certain electrical repairs - battens, lamp holders etc.
• Gutters, slates, ridge tiles
• Boundary walls and fences
• Controlled entry systems
• Glazing repairs to communal non urgent parts of buildings
  
  
4. Gas Boiler repairs
   This type of repair adheres to different timescales than normal reactive maintenance.

Emergency - Attend within 2 hours, complete within 24 hours

• Complete loss of heating and/or hot water
• Gas leaks

Urgent - Complete within 24 hours

• Partial loss of heating and/or hot water
• Radiators not heating fully
• Noisy boiler

Routine - Complete within 5 working days

• Bleeding radiators
• Follow-up work to fit non-stocked parts

Please note that some repairs may be more complicated than first thought and will take longer to complete. We will respond within the timescale and keep you informed if there is to be a delay in completing the job.

Access Arrangements

If we are unable to gain access as arranged, you may be charged for the cost of the abortive call and subsequent arrangement.

Out of Hours Emergency Repairs Service

The Association has made arrangements with its contractors to carry out emergency repairs when our offices are closed.

Tenants, who call out the contractor for a routine repair that could have waited until normal working hours, will be charged for the full cost of the call-out.

Gas Appliances Repairs and Servicing

Gas Servicing is necessary to ensure gas boilers and fires in tenants' homes are safe to use. Faulty appliances produce fumes that can be fatal.

Cube has a gas servicing programme which ensures that every appliance provided by the Association is checked at least once a year. It is vital that you allow access to our gas servicing contractors when they request it.

Faults with heating appliances should be reported to the repairs office for attention.

If you suspect a Gas leak, this must be reported immediately to TRANSCO on 0800 111 999

Rechargeable Repairs

Where repair is necessary due to tenants' negligence or misuse, or acts of vandalism, the tenant will be responsible for the cost. Prior to commencement of the repair tenants must sign an agreement form and make an initial payment of 10%. In the event of vandalism or a lock change being necessary due to keys being stolen, the name and I.D. Number of the Police Officer to whom incident was reported and incident number must be quoted.

Alteration to Property

Prior to ANY alteration i.e., replacement doors, windows, kitchen units, bathroom suites etc. or installation of showers, permission must be obtained. Click here for an Alteration Form. For further information click here.