Your Services. Repairs

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1 Your Services Repairs

2 Request a repair This leaflet explains the level of service you can expect from us and what you should do if you need to request a repair. You can request a repair in the following ways: Request a repair online at Our easy to use online repair tool sends an straight to the Service Centre. Repair requests via the online repair tool are dealt with during office working hours, Monday to Friday Call at anytime. Our Service Centre is open from 8am until 6.30pm Monday to Friday and from 8am until 12 noon on Saturdays. Outside of these times our out of hours team will deal with emergencies Visit your local area office and use the freephone in reception or use the Customer Information Point Depending what your repair is, repairs will be completed by our in-house team within the time frames published overleaf. ihousing gives you access to track any reported repairs through our website. If you are named on the Tenancy Agreement and have a valid address then you can register by contacting us on , alternatively you can 2

3 All City West staff are required to wear identification when visiting your home. Make sure you ask to see it if it s not on display. It will have their name, job title and photograph on it. If you have any doubts, contact us on and we ll be able to confirm if they are genuine. Right first time repairs When you request a repair please give us as much detail as possible. We can then effectively plan enough time to complete the work, and make sure we bring the correct tools on the first visit. We want to provide an excellent customer experience and reduce the time needed to complete a repair. Our aim is to complete repairs in one visit, however some jobs by their nature will require more than one visit. In these instances, we will advise you how many additional visits are required. Cancel it, don t forget it! To rearrange an appointment, please call

4 Emergency Repairs Within 3 hours if a serious emergency, such as risk to safety or damage to the property - 24 hours for other emergencies These are usually repairs that, if left undone would be a danger to residents or the general public, or could cause damage to the property. Sometimes we may not be able to completely fix the problem, but we will always make it safe within 24 hours. Examples of this type of repair could be gas leaks*, hazardous electrical faults, major water leaks or bursts, or where there are security concerns. Urgent Repairs Within right to repair legislation - one, three or seven working days These are repairs that can cause disruption in a home, repairs which might affect your health, safety or security and which need to be done quickly and easily. Examples of this type of repair could be unsafe power or lighting sockets or electrical fittings, part loss of electric power, part loss of gas supply, unsecured external door or a blocked wash hand basin or bath. Routine Repairs Within ten working days These are fairly routine repairs that, if left for a long period of time could get worse and may cause further damage to the property or become a hazard. Examples of this type of repair could be a loose wash hand basin, loose taps, faulty guttering, minor plumbing repairs or internal joinery works. 4

5 Planned Repairs Within 21 working days These repairs present no immediate threat to personal safety or the structure of the home, like the replacement of a worn out fixture or fitting. Examples of this type of repair could be minor roof repairs, plastering work or replacement of worn out or faulty baths and wash hand basins. Batched Works Within 100 working days These are the repair and replacement of items that usually require pre-inspection, ordering and manufacture. It can mean larger quantities of repairs such as extensive plastering that would not be completed in the above repair timescales. If a repair cannot be completed (e.g. if materials have to be specially ordered), City West will endeavour to inform the customer of the revised timescale for completion of the work. Electrical Testing Every five to ten years (depending on the type of property) an inspection and test will be carried out to ensure the safety of electrical installations and fixed appliances. A report will be made and any defects will be corrected immediately where possible or programmed for follow on work. *If you smell gas, or suspect a gas leak, always call National Grid first on at any time, day or night. 5

6 Other Repairs Some repairs to your home are your responsibility. If a repair is your responsibility we will tell you and inform you of the cost if you would like us to complete it for you. For these jobs we will require payment in advance of work being undertaken. These include: Toilet seats Batons to fix curtain rails Curtain rails Repairs to domestic appliances such as washing machines Sealants around sinks, baths, windows (internal) or worktops Bath panels Wash hand basin or bath plugs Chips to baths or wash hand basins Unblocking of external gullies (except communal) Work due to lost keys such as lock changes Repairs to internal doors and doorframes Skirting boards 6 Meter cupboards (above ground level) Floor and wall tiles Replacement of electrical fuses Repairs to internal alterations (home improvements) we have not approved Gates or fences unless communal areas or near a bus route, canal or railway line Paths except those to main entrances or required to access bin areas Removal of mould from walls and ceilings (For more information see our Keep your Home Free from Damp and Mould leaflet) Fixtures and fittings not installed by City West such as showers Decoration

7 We will carry out some repairs, such as blocked toilets, wash hand basins and baths, when first reported. However, if problems persist and the operative assesses that this is caused by the tenant, such as food waste blocking up drains, we may recharge for repair works. We replace some fixtures and fittings as part of our property investment programmes, using guidance set out in the Government s decent homes standard. Taking into account the quality and age of these components, City West does not accept responsibility for repairs at other times. These include: Sinks, baths or wash hand basins Kitchen units and drawers including furniture Kitchen worktops and units Windows For more information on our internal and external refurbishment programmes see our Programme Works and Major Improvement leaflet. 7

8 Our service standards What we ll do and when we ll do it There are a variety of ways to access our service, making it easy to request a repair. Our dedicated Service Centre will offer a 24 hour emergency repairs service, 365 days a year We will check at least 10% of completed repairs to monitor the quality of the work We aim to complete all categorised repairs first time When you request a repair we will offer you a convenient appointment We aim to complete repairs within publicised timescales We will tell you if an appointment needs to be changed or cancelled and will provide you with a new appointment date 8

9 How we will monitor our standards and communicate performance to you Our service standards set out the level of service you should expect from City West and we monitor our performance against the standards in a range of ways including: Customer satisfaction surveys Mystery shopping exercises Customer inspections Audits of how we delivered services We publish our performance on our customer website every 3 months and throughout the year in various publications. We review the standards every 2 years in consultation with customers to ensure they continue to meet their needs and expectations. 9

10 Getting in touch numbers are charged at local call rates from both landline and mobile phones and can also be deducted from any inclusive free minutes you may have. This means it should cost you less to call us from a mobile. Large print, audio and braille formats can be requested by phone or Français Polski We are a group member RepairsV6June15

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