How to report a repair

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Jasper Rodgers
8 years ago
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1 How to report a repair for repairs to your home? We are committed to making sure your home is in a good state of repair. To meet our legal responsibilities we will: Keep the exterior (eg roof, walls, doors, windows, paths) and interior (eg ceilings, doors, floors) of the building in good repair Make sure supplies for gas, water and electricity are in good working order Maintain kitchen and bathroom equipment and drainage Maintain shared areas like entrances and stairways We expect you to: Treat your home with care and respect. Remember, you will be charged for repairs or damage that we do not consider fair wear and tear Report repair problems to us as soon as possible Replace minor items like tap washers, light bulbs, toilet seats, showerheads and hoses Keep your home decorated to a reasonable standard Allow access for essential works such as water leaks and for the annual gas safety inspection and any work that is needed. The following is a guide to who is responsible for repairs: Type of repair Bathroom/kitchen/plumbing US YOU Bath panels Bath repairs or replacements (caused by normal wear and tear) Blocked bath, basin, sink Blocked toilet (if only one in property) including all disabled Broken toilet seats (refix or replace) Cistern / handles Cooker (unless supplied by Orbit) Cooker socket Kitchen units repair (make safe) or replacement Leaking from burst water or heating pipe tank or cistern Minor leak from waste or supply (internal) No hot water No water from any other hot/cold tap Overflows and ball valves Page 1 of 5

gas, water and electricity are in good working order Maintain kitchen and bathroom equipment and drainage Maintain shared areas like entrances and stairways We expect you to: Treat your home with

2 Bathroom/kitchen/plumbing US YOU Plugs and chains broken Refix loose wash hand basin Refix wall tiles to bath or basin Replace sealant Replace tap Shower curtain Shower rail Sink bowl and drainer Stopcock repairs Tap that cannot be turned off or on Tiled splash back Locks to internal doors Loose handles and latches to internal doors Minor patching and cracks to walls and ceilings External US YOU Additional locks/keys Bin doors Blocked or leaking foul drain sewage Door entry phone Door name plates Doorsteps Boundary fences Dividing fences (including privacy panel) Drains or sewage External TV aerial (unless communal system) Failed double glazing seal Fascia board and soffit Floors and stairs Frame or panel repairs Garages and carports supplied by Orbit Gardens (excluding communal) Gutter and rainwater repairs and clearance Insecure outside window Leaking roof (make safe) Lock (emergency if insecure) Loose bannister or handrail Make safe and board up broken glazing (if crime reference number supplied) Page 2 of 5

YOU Additional locks/keys Bin doors Blocked or leaking foul drain sewage Door entry phone Door name plates Doorsteps Boundary fences Dividing fences (including privacy panel) Drains or sewage

3 External US YOU Make safe any damage to timber floor or stair tread Outside doors Outside pointing Paths and walkways where shared or main access to property Porch or canopy repairs Refix or replace loose or cracked tiles or slates Replace broken glazing (if crime reference number supplied) Roof repairs and downpipes Trees and shrubs in resident s garden Walls and masonry repairs Electrical US YOU Communal stairwell total loss of lights Electric storage heating Electric warm air system Faulty light switches Fluorescent tubes Fuses and plugs Internal fan Light bulbs except in communal areas Mains powered smoke alarms Mechanical fan in kitchen or bathroom not working Sockets cracked or loose Loss of electricity or sockets Gas US YOU Chimney and flue Cooker installation and connection of tenant s appliances (use Gas Safe registered contractors) Gas fired system with radiators Solid fuel system Vents Page 3 of 5

YOU Communal stairwell total loss of lights Electric storage heating Electric warm air system Faulty light switches Fluorescent tubes Fuses and plugs Internal fan Light bulbs except in communal areas

4 General interest US YOU Air locks in radiators Any system you have had fitted Broken handles and latches to internal doors Door bell Door chain Door repairs (wear and tear) Door replacements Draught proofing Internal doors (fair wear and tear only) Internal papering, painting, woodwork or coving Keys Loose bannister or handrail How to report a repair If you need to report a repair to your home you can: info@orbit.org.uk Visit: Call: Open 24 hours a day every day for emergency communal repairs, for all other enquiries 7 days a week from 8:00am 8:00pm. Calls are all charged at local rates. Select Option 1 to report a repair or ask about an existing repair. Overnight, between the hours of 8pm and 8am, this number should only be used to report emergency repairs. An emergency is usually something which presents an immediate risk to safety, security or health eg. burst pipes, damage following a break in. Page 4 of 5

you can: Email: info@orbit.org.uk Visit: www.orbit.org.uk Call: 0345 8 500 500 Open 24 hours a day every day for emergency communal repairs, for all other enquiries 7 days a week from 8:00am 8:00pm.

5 Repairs timescales Emergency These are repairs that present an immediate risk to safety, security or health. We aim to attend within 4 hours and complete within 24 hours. Board up for security Gas leaks / gas supply failure Burst to water supply / loss of supply Total loss of electrical supply Blocked toilet (where there is only one in the property) Essential These are repairs where there is a risk to the customer or property if the repair is not dealt with quickly. For example: Partial loss of power Partial loss of water supply Total or partial loss of heating or hot water (1 November to 30 April) Leak from water or heating pipe, tank or cistern We aim to complete these repairs within 24 hours. Routine These are repairs that do not cause serious inconvenience. We aim to complete these repairs within 28 calendar days. For example: Total or partial loss of heating or hot water (1 May to 31 October) Plumbing leaks (eg waste pipes / radiator valves) Tap which cannot be turned Brickwork Guttering Page 5 of 5 How to get in touch For further information please us at: info@orbit.org.uk Or call: Heart of England Housing Association Ltd (exempt charity) Registered office: 10 Greenhill Street, Stratford-upon-Avon, CV37 6LG Homes and Communities Agency Registration Number L Follow us: Orbit Heart of

are repairs where there is a risk to the customer or property if the repair is not dealt with quickly.

TENANT AND LANDLORD REPAIR RESPONSIBILITIES

TENANT AND LANDLORD REPAIR RESPONSIBILITIES REPAIR LANDLORD TENANT Notifying Repairs Any alteration or improvement you have carried out to the property Permission required Water damage caused by push-on