Repairs and Maintenance

Our repairs and maintenance department issues a satisfaction survey to all residents who have had a repair completed. Similar surveys are undertaken when residents have had their homes modernised or other major works completed. The results are then collated to identify where improvements to the service can be made.

We are responsible for carrying out certain repairs to your home, as set out in your tenancy agreement and there are some that are your responsibility. Below is a summary list of repairs and who must carry them out. If you are in any doubt please contact us.

Repairs - who is responsible for what?

Our responsibility of repair

• Drains, gutters or outside pipes
• Roof
• Walls - inside and outside the home
• Doors - inside (wear & tier)and outside the home
• Chimneys
• Pathways or steps
• Garages or stores that are connected to the home
• Basins, sinks, bath, tap, tap washers (OAP)
• Decorations - outside the home
• Blocked drains
• Communal areas

Your responsibility of repair

• Decorations - inside the home
• Repairing any item that you have provided yourself
• Repairs as a result of damage by the tenant, family member or visitor
• Fuses, light bulbs, batteries, door bells
• Locks inside the home, door handles
• Plugs and chains to sinks
• Blinds and curtain rails
• Hooks, shelves
• Minor plaster cracks
• WC seats
• Shower heads and hoses

Where a repair is your responsibility and you need some help in getting it done we may be able to recommend suitable contractors.

Reporting a repair

If you need to report a repair you need to contact us during office hours, either by phone or in person. Alternatively you can write or report a repair through our website or email: repairs@cth.org.uk. Repairs should not be reported direct to the contractor.

After taking your order we will send a repairs confirmation slip that sets out:

• The work that we have ordered
• Who will do the work
• The date that they will do the work by
• Any appointment that was agreed when you reported the repair
• A repair satisfaction form to fill in once the repair has been completed.

When the work has been completed the contractor will ask you to sign to say that the work has been completed.

Help with repairs for the elderly and people with disabilities

If you are elderly or have a disability and find it hard to get a repair done that is your responsibility, we may be able to help. Please contact the office for advice.

Letting us into your home

You will need to let us into your home to allow repair work to be carried out. A contractor will usually have to get into your home during the day, we understand that this may be difficult if you are not usually home during the day. In such cases we will make an appointment for a specific morning or afternoon. If you cannot be at home see if you can get a neighbour or relative to be there for you. Please ensure that you let us know in good time if you cannot keep this appointment. If a contractor calls when you are out they will leave a card asking you to contact them to arrange another visit. If the contractor leaves two cards and you do not respond we will cancel the job.

Code of conduct for contractors

All maintenance contractors have to work to our agreed code of conduct. This is a document that sets out what you can expect from contractors before they arrive at your home, when working in your home and when a repair is completed. It means that they must treat your home and belongings with care. It also tells contractors what they can expect from you such as giving 24 hours notice if you need to cancel an appointment and keeping children away from the work area.

Gas safety checks

We must by law carry out gas safety checks once a year to ensure that our appliances are safe and working properly. We or our contractor will contact you to agree an appointment to carry out the check and service your heating. It is extremely important that you let us in to carry out this check as faulty gas appliances can be dangerous. If we cannot carry out the check we are breaking the law and we may have to take legal action to get into your home.

Adaptations for people with disabilities

If you have a disability you may find that simple adaptations to your home would make living an independent life much easier. The adaptations that we can make range from simple jobs such as additional handrails or a shower over the bath to major adaptations to your home. We can only make these adaptations where you are referred to social services and the works are recommended by an Occupational Therapist. Please contact the office if you would like further information. Sometimes we may be able to meet your needs better in another way, such as transferring you to a more suitable home.