What happens after I report my
repair?
When you report a repair it will be passed to one of our
contractors and we will send you a letter that gives you:
- The name of the contractor or firm who will do the repair
- The deadline for the contractor to complete the repair
- Full details of the repair you asked for
We will also send you a 'Tenant Satisfaction Questionnaire'. We
would like you to complete and return this to us after the repair
has been completed; that way we can find out if you are happy with
our service.
When will my repair be
done?
We deal with repairs according to their urgency so they are
divided into categories. In some cases a repair may be more urgent
because of a tenant's age, disability or ill health. In these
circumstances we will deal with it as a priority.
Our target times are:
Emergency repairs 24 hours =
Where there is a danger to life or limb, major damage to the
property, flooding, major electrical fault, heating or hot water
failure in winter or the property is insecure.
Urgent repairs 7 days =
Work that needs to be carried out urgently, to overcome
inconvenience to the tenant, to prevent immediate damage to the
property or where there could be a health and safety risk.
Routine repairs 31 days
=
Non urgent work where the repair does not cause immediate
inconvenience or pose any danger to occupants or the public.
If you are moving into a new PCHA property, the builders will be
responsible for defects during the first 6 months. This may mean
that different response times will apply.
What if we fail to meet the response
times?
If we fail to meet the response times, you may be entitled to
compensation under the right to repair scheme. This scheme is
intended to compensate you for our failure to carry out a repair
that may jeopardise your health, safety or security. It only
applies to emergency and urgent repairs costing under £250.
The scheme does not apply if a repair is delayed for the
following reasons:
- You have not given access for the repair to be inspected or for
the work to be carried out
- The contractor finds that the repair is different from the
repair you reported
- Other exceptional circumstances prevent the repair being
carried out, such as a general power failure or where a part is
temporarily unavailable
If we have failed to attend to your repair and you wish to make
a claim for compensation under this scheme, you should put your
claim in writing to: Maintenance Manager, 192-196 High Road,
Willesden, London, NW10 2PB.
What if I am dissatisfied with the repair
service?
If you are not happy with the repair service you can make a
complaint. We take complaints very seriously. You can make a
complaint by phone, online, in writing or by calling at your local
office.
The complaints procedure should not be used to chase repair
requests. Staff at our contact centre are the best people to do
this. And if you do have a complaint please talk to a member of
staff first of all - they might be able to resolve it for
you.