Building structure

Building structure

If you experience a roof leak, please try to contain the leak by collecting water in a bucket and placing old towels on the floor. Move beds, furniture and electrical goods away from the area. We’ll attend major leaks in 24 hours, but this is a ‘make safe’ service only. If scaffolding is required, this may take up to 28 calendar days. Please be aware we’re not able to work on roofs during periods of rain, severe wind, snow or when it’s dark due to health and safety restrictions.

We don’t carry out repairs to floor coverings you’ve had fitted or fitted yourself. You’re responsible for removing and replacing floor coverings when needed so we can carry out repairs. Please contact us if you need an asbestos check carried out before any works start. You’ll also be responsible for repairing any damage to internal decorations which may be caused by you removing floor coverings (eg to skirting boards).

 

Responsibilities and actions

REPAIR  PRIORITY  RESPONSIBILITY 
Roofs and chimneys 

Emergency – make safe 

Routine repair 

Us
Roof coverings (inc roofline)

Replacement

Us
Soffits and Fascias

Emergency – make safe 

Routine repair 

Us
Soffits and Fascias (following asbestos removal)

External decs

Us
Ceilings 

Emergency – make safe 

Routine repair 

Us
Ceilings (partial/full collapse)

Replacement

Us
Customers' own floors finish    You
Stairs and steps to entrances and stairs within your home  Routine – make safe Us
Handrails, grab rails and stair banister (existing) Routine – full repair  Us

Handrails, ramps, grab rails and stair banister (Aids & Adaptations request from customer)

Installation Us

Partial loft insulation following minor leak (2x rolls maximum)

Routine – full repair  Us

Full loft replacement (if missing or under 300ml to be added to programme)

Installation Us

Home lifting equipment (eg stairlift, through floor lift, changing table)

Emergency - make safe

Routine – full repair

Replacement
Us

Mechanical and electrical equipment – communal areas (eg dry risers, AOVs, fire alarms, etc)

 

Emergency - make safe

Routine – full repair

Replacement

Us

Communal passenger lifts 

Emergency - make safe

Routine – full repair

Replacement

Us

Communal areas - balconies, bin sheds, intake cupboards, lobbies, corridors, stairwells, etc

Routine repair

Us

Structural repairs to walls inside your home 

Routine repair

Us

Minor cracks and/or small holes to plasterwork inside your home 

 

You

Decorations inside your home

 

You

Inspection chamber covers (manhole covers) if damaged or missing

Emergency — make safe

Us

Pebble dash/render (where immediate risk to health & safety or imminent risk to property damage) 

Emergency — make safe

Us

Pebble dash/render (Maintenance Inspector); risk of damage to property

 

Major repair

Us

Pebble dash/render – where no risk to property. Aesthetics only – include on 7 year cyclical programme

 

Us