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).
| REPAIR | PRIORITY | RESPONSIBILITY | NOTES |
|---|---|---|---|
| Blocked bin chute |
Emergency |
Us* | Blocked bin chutes are a fire hazard. Our team will attend to try and clear it within 24 hours. Where necessary, we'll call in a specialist sub-contractor. |
| Offensive graffiti — communal areas only |
|
Us* | Offensive graffiti – includes expletives, offensive symbols, personal or racial slurs . We'll make an initial inspection within 24 hours to decide on the extent and priority of the work and whether this can be dealt with inhouse or needs to be done by a specialist contractor. We'll try to remove the offensive graffiti within 48 hours, but specialised removal may take longer. |
| Non-offensive graffiti — communal areas only |
|
Us* | We'll inspect this within 7 working days to decide on the extent and priority of the work and whether this can be dealt with inhouse or needs to be done by a specialist contractor. Works will be complete within 28 days. |
| Roofs & Chimneys |
Emergency – make safe Routine repair |
Us | For health and safety reasons we can't work on roofs during periods of rain, severe wind, snow or when it’s dark. Try to contain a leak with buckets/towels and move furnishings/electrical items out of the way. |
| Roof coverings (inc roofline) |
Replacement |
Us | |
| Soffits and Fascias |
Emergency – make safe Routine repair |
Us | For health and safety reasons we can't work on roofs during periods of rain, severe wind, snow or when it’s dark. |
| 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 | 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. | |
| 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 | If the lift's under warranty, we'll refer works to the installer. |
|
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 | If the lift's under warranty, we'll refer works to the installer. |
|
Communal areas - balconies, bin sheds, intake cupboards, lobbies, corridors, stairwells, etc |
Routine repair |
Us | If damage in communal areas is proven to be caused by a customer, we may recharge for the work. |
|
Structural repairs to walls inside your home |
Routine repair |
Us | |
|
Minor cracks and/or small holes to plasterwork inside your home |
|
You | If a pound coin can fit inside the crack on its end, we may need to attend. If the damage has been caused by a customer, we may recharge for the work. |
|
Decorations inside your home |
|
You | You're responsible for repairing any damage to internal decorations which may be caused by removing floor coverings (eg to skirting boards). |
|
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 |