Out of Hours. Repairs

Transcription

1 Out of Hours Repairs

2 Our promise to you Hackney Homes Repairs Service is committed to delivering quality, responsive repairs to our tenants every time. We aim to meet the diverse needs of all our tenants in a customer focussed and sensitive manner. This leaflet tells you about the service that you can expect from our repairs and maintenance service outside of normal office hours. This refers to repairs carried out from 6pm each evening to 8am the following morning. You will also find information about how you can provide feedback on the service that you have received. We welcome your suggestions and recommendations for improvements. We hope that you find this informative and useful. What are out of hours repairs? Out of hours repairs are carried out where there is an emergency which poses danger to residents or property. This includes damage, flooding or where your home is insecure. Examples of repairs carried out of hours are: Flood, fire or explosion damage Access to get back in to property (this service is provided at a cost. Discretion is provided in certain circumstances)

3 Page 2-3 Major plumbing and electrical faults resulting in large scale loss of water or power. Hackney Homes Out of Hours Repairs Service Gas/water leaks from heating/hot water system, with the risk of causing death, injury or serious damage to property. Individual heating breakdowns only in severe weather where tenants are vulnerable and cannot wait until the next working day for the repair. i.e. Tenants with pre-school children Elderly people; where one occupant is aged over 65 Disabled person; who is living on their own Medical Reasons; which require a continuous heated environment

4 How to report an out of hours repair? All out of hours repairs can be reported directly to the Hackney Homes Repairs Contact Centre by calling The staff member will talk to you to establish whether the repair is an emergency and tell you a time frame for when an operative will attend your property. When will the repair be carried out? Out of hours repairs are carried out between 6pm each evening and 8am the following morning. From 8am, repairs are carried out by the daytime Repairs and Maintenance team. The table provides additional information:

5 Page 4-5 Hackney Homes Out of Hours Repairs Service Time Repair Reported Action Taken 8.00am 7.00pm Monday Friday All other times (including weekends and Bank Holidays) Daytime repa irs service will do emergency repair. After 6pm veryurgent jobs may be referred to Out of Hours Out of Hours repairs service will attend and make safe; where possible affect a repair. Please note that all Hackney Homes operatives carry staff identification cards. If you are in doubt, do not let anyone in and call the contact centre for further clarification. If additional work is required, you will need to call our day time contact centre to book a convenient appointment. Please note that everything will be done to ensure that the repair is carried out to make your home safe to live in.

6 Frequently Asked Questions What if I am a leaseholder, can I report repairs? All leaseholders can report communal repairs to the out of hours emergency repairs service by calling the repairs contact centre on What if the repair is not an emergency? If the repair request has been assessed not to be an emergency, you will be asked to contact the day service to arrange an appointment for the repair. What if I am not at home and you need to access my home in an emergency? If there is a serious threat to residents or property such as flooding or a gas leak, every attempt will be made to contact the tenant or leaseholder. If we are unable to get in touch with you, we may have to force entry. We will try to minimise damage and will leave the property secure on completion of our work. Information about who to contact about gaining access into the property will be provided.

7 How to report a Repair Page 6-7 There are many quick and easy ways to report a repair. Phone Call our contact centre on to report internal or communal repairs. Opening hours are Monday to Friday, 8am-7pm and Saturdays 9am-1pm. You can report emergency repairs outside of these hours using this number 24 hours a day, 7 days a week. Send an to RepairsRCC@hackneyhomes.org.uk. Please include your name, address and contact telephone number and specific details about the repair requested. Please note that this address is for reporting routine repairs that will be carried out by the daytime service, not emergencies. Website Log on to our website and click on the link to report a repair online. All repairs ordered online will be carried out by the daytime service, not emergencies. For further information and practical advice on preparing

8 for emergencies, you can check the website Your feedback To ensure that our repairs service is meeting the needs of all our tenants, Hackney Homes carry out regular checks to monitor the services provided. Your input into this is vital and we would welcome your help in the following ways: Repairs Call backs Our staff might call you on the phone after your repairs have been carried out. We will ask you a few questions to find out how satisfied you were with the way in which your repair was handled right from when you reported it to when the repair was done. Meetings and Focus Groups We may talk through some changes to the way in which the service is delivered and ask for your input and suggestions on these. Customer Satisfaction Cards Our Hackney Homes operatives carry customer satisfaction cards and will leave one with you once the work in your home is carried out. Please complete this to tell us how satisfied you were with the repair and send to us using the freepost address included.

9 Your local neighbourhood housing offices Page 8-9 Homerton Neighbourhood Office 92 Well Street, London, E9 7JA Tel: Queensbridge and De Beauvoir Neighbourhood Office 31 De Beauvoir Road, London, N1 5SJ Tel: North East Neighbourhood Office Clock House, 149 Stamford Hill, London, N16 5LG Tel: North West Neighbourhood Office Stoke Newington Municipal Building, Stoke Newington Church Street, London, N16 OJR Tel: Shoreditch Neighbourhood Office 1 Cropley Street, Bletchley Court, London, N1 7PT Tel:

10 Tenant Management Offices Arden TMO 16A Malcolm House, Arden Estate Shoreditch London N1 6PN Tel: Clapton Park TMO The Housing Office 4A Gilpin Square London E5 0HL Tel: Cranston South Estate TMO 13 Daniell House Cranston Estate London N1 5EH Tel: Downs Estate TMO 5 Kingsdown House Amhurst Road London E8 2AS Tel: Lordship South TMO 14 Lordship Grove London N16 OQA Tel:

11 Page Suffolk Estate TMO The Housing Office Welshpool Street London E8 4PF Tel: Tower TMO Grange Court 355 Queensbridge Rd London E8 3JB Tel: Wenlock Barn TMO Wenlock Barn Shoreditch London, N17NX Tel: Wick Village TMO Anchor House 25 Meadow Close Wick Village London E9 5NZ Tel: Wyke Estate TMO Estate Office 10 Wick Road London E9 5AZ Tel: You can also access information through our website at

12 Produced by Hackney Design, Communications & Print August 2008 PJ35534