Tenant Handbook Final - Manual / Resource - Page 18
Home Condition
Home Condition
HOW LONG WILL IT TAKE TO FIX THE PROBLEM?
This will depend on the problem you are reporting, we will prioritise problems with
your home based on the details you provide us when you report it to us. Most
problems will fit into one of the following categories.
EMERGENCY
WITHIN 24 HOURS
This is something which has the potential to:
• cause danger to someone’s health and safety or
• cause immediate serious damage and destruction to a property, home or
building.
Where possible we will complete emergency repairs the same day, but if not
possible, within 24 hours of being reported.
In some cases we will make the situation safe until such time as a routine
repair is safe and practical to complete (for example when a window has
been broken we may board it up and make it safe but the glass requires
ordering to complete the repair).
HOW TO REPORT A PROBLEM WITH YOUR HOME
Problems with your home should be reported to us as soon as possible.
Please see page ** for details on how to contact us, including if it is an
emergency.
Please give us clear information on exactly what the problem is along
with your name, address and contact details. We may ask you to take
photographs and send them to us and in some circumstances we may be
able to help you to resolve the problem yourself. We have some useful selfhelp videos on our website.
Examples include:
•
•
•
•
•
No heating or hot water during winter months (usually between 31st
October – 1st May)
Total or partial loss of electrics to the whole property (multiple lights or
power outlets not working)
Unsafe power – e.g. sparks from electrics
Total or partial loss of mains water supply (such as no water to entire
bathroom, but water in your kitchen)
An uncontainable leak – e.g. burst pipe, water tank or any leak that is
affecting electrics or could cause damage to the property
If we make an appointment to visit your home to assess the problem or to
carry out a repair, please be in for the appointment or tell us in advance if
you can’t be in.
18
19