How we repair homes

The Technical Services team is responsible for repairing and maintaining your home.

How do I get a repair done?
When you need a repair that is our responsibility, call:
  • the Service Centre on 08456 066 366 for all non-gas repairs (8am to 8pm, Monday to Friday)
  • Robert Heath Heating on 0800 169 2337 for all gas repairs (8.30am to 5.30pm, Monday to Friday)
  • for genuine emergencies when our lines are closed, call Homeserve on 08456 013 225.

To download a copy of our leaflet, "reporting repairs", please click here

Please refer to your residents handbook for details of repairs which you are responsible for.
Gas checks and servicing
The law says that we must check and service your gas installations once a year, to make sure they are safe. Remember: a well-maintained and serviced boiler is efficient and can save you money.

If you have a gas supply, make sure you know where and how to turn it off. If you smell gas:

  • don't smoke or strike matches
  • don't turn electrical switches on or off
  • put out naked flames
  • open all doors and windows
  • shut off your gas supply at the meter
  • call National Grid immediately on freephone 0800 111 999.

When it is time for your home to be checked, Robert Heath Heating will give you an appointment. Please call them to change it, if you know you won't be at home.
Decorating
We are responsible for decorating the outside of your home and any areas you share with your neighbours. We do this regularly - usually every five years. Internal decorations are your responsibility.
Planned maintenance
Parts of your home, like the roof and windows, need replacing when they reach the end of their useful life. To keep our homes in good condition and to benefit from cost savings, we usually carry out these replacements on a number of homes at once. We call this planned maintenance.

We also plan programmes that involve completely refurbishing a number of older properties. We will give you information about any planned work before it starts and we will consult you whenever there are choices to be made which affect the inside of your home.

For details of our Decent Homes programme 2007-2010 click here.

For details of James Butcher HA's cyclical redecoration programme, click here.
Aids and adaptations
If you, or a member of your family, becomes disabled or needs special facilities to help you manage at home, please let us know by calling the Service Centre. We will usually ask you to arrange for an assessment by an occupational therapist first, by calling your local social services department. Based on what they tell us, we may be able to arrange for your existing home to be altered. Sometimes we have funding for this work, or we may investigate other sources of funding like the local council. Alternatively, we may be able to transfer your household to a more suitable home.  For a copy of the Aids & Adaptations Leaflet Click here
Can I make improvements?
If you are a secure or assured tenant, you can make improvements to your home, but you must get our permission first. We will only refuse permission if we have a good reason. Please contact the Service Centre for more information.
Insuring your home
As your landlord, we are responsible for insuring the property. We do not insure your furniture, any fixtures you have had fitted, your decorations or personal possessions. It is your responsibility to take out contents insurance.

We have arranged a household contents scheme for our residents at favourable rates. To find out more, call the Service Centre. You may, of course, prefer to find your own insurer.

If something of yours gets damaged and you think it is our fault, you can make a claim against our insurance. Contact the Service Centre for a compensation claim form and we will make sure your claim is assessed as quickly as possible.

The decision to pay out will depend on whether we are legally responsible.