The Services We Provide
- General responsive repairs and maintenance
- Out of hour’s emergency repairs service
- Empty property service
- Gas service and maintenance
- Drain clearance
- Graffiti removal
- Electrical repairs
- Gardening and landscaping
- Environmental services to complement regeneration activities
- Neighbourhood grime and litter clearance
Repairs & Maintenance
Repairs and Maintenance leaflet
Repairs & Maintenance
Family is committed to keeping your home in a good state of repair and we have our own reliable, skilled and friendly Commercial Services team who are responsible for day-to-day maintenance, gardening and repairs. Our aim is to deliver a high quality, customer focused service for all our residents.
As well as responding to day-to-day repairs, we also have a programme of planned work such as installing double-glazing or replacing kitchens/bathrooms. In addition to this, we also have an external decorating programme.
Responsibilities for maintaining your home are shared between you and us. We take pride in maintaining our properties and we need your help to keep up the standard.
For the majority of repairs we use our own highly qualified staff. However for some repairs or improvements we use outside contractors and we will inform you if we need to use contractors to complete your repair. Always ask for identification when people call at your door.
How to report a repair
You can report a repair:
- By contacting us by e-mail post@family-housing.co.uk.
- By calling our Freephone Repairs Line 0800 072 6522
- By calling customer services on 0121 766 1100
- By visiting the office
- By writing to us
- In person to any member of staff
When you report a repair, please have the following information ready:
- Your name and address
- A contact telephone number
- Details of what the repair is and how bad it is
- Details of how the repair was caused
- Access arrangements for our operatives to call
How quickly will the repair be completed?
This depends on the type of repair needed. We have three time categories and when you report a repair you will be told which category it falls into.
Category 1 to be completed within 24 hours
Includes repairs which pose an immediate risk to health and safety, or to the security of the property. Our aim is to make good the immediate risk, which can later be followed up with a routine repair.
Category 2 to be completed within 5 working days/7 calendar days
Any repair which requires urgent attention, for example blocked waste in a sink or bath, loss of power supply to a socket or light fitting.
Category 3 to be completed within 20 working days/ 31 calendar days
Any routine repair, for example, re-glazing of a window or door, a dripping tap.
These priorities refer to the maximum amount of time it will take to complete your repair and we always aim to complete all repairs as soon as we can. On some occasions however, we may take longer than the agreed timescale. This is usually due to extra works being required and on these occasions we will inform you immediately.
On some occasions it may not be possible for us to determine the extent of works required when you report your repair. In these circumstances we will ask a surveyor to visit your property to identify exactly what work needs to be done. All such inspections are completed within 5 calendar days.
Emergency Repairs
If you have an emergency repair outside of office hours you should call our out of hours repairs number 07795 301411. This service is for genuine emergencies only. Operatives will ask a number of questions about the emergency and depending on the situation, they may advise you that they will call the next day.
Emergency repairs are those that have an immediate threat to life or immediate risk to property. This includes doors/windows that need securing, burst pipes causing serious water damage, and for total loss of electric. For other non-critical repairs please inform Family Housing the following day. If staff are called out to attend any repairs that are not deemed critical then this may mean that you are charged a call-out fee.
Appointments
When you report a repair you will be asked for a contact number and any special access arrangements. We will try to be as flexible as we can with regard to arranging for an operative to call out to your property. We will contact you by phone where possible to give advance notice of our visit. Please ask to see proof of identification from all staff or contractors that call at your door. If in any doubt as to their authenticity, please call the Customer Services Team before you let anyone inside.
If you are not home when an operative calls at your property, they will leave a calling card requesting you to contact the Customer Services Team within 5 working days to re-arrange your appointment. If you do not respond to this card within this timescale, we will assume that you no longer require the work and your order will be cancelled.
If we have made a specific appointment with you for an operative or contractor to attend the repair and you miss this appointment, you will be charged for the failed appointment.
What happens if the repair is not completed on time?
We will always do our best to complete repairs within the appropriate timescale. If however this is not possible and your repair is not completed on time, you may be entitled to apply for compensation. In this case, please contact the Customer Services Team and they will advise you what to do.
Re-chargeable repairs
There are no charges for day-to-day repairs that are Family Housing’s responsibility. However, you will be charged for repairs that have arisen out of neglect or deliberate damage. Also, if repairs are caused by the faults of your own appliances you will be charged (e.g. damage caused by a leaking washing machine). There are also certain repairs that you will be charged for at all times as they are not Family Housing’s responsibility (see below). A full list can be provided by the Customer Services Team.
Repairs that are the Tenant’s responsibility
You are responsible for:
All internal decoration
Maintenance of your own fittings and appliances
Tap washers
Blockages (unless otherwise identified)
Gardens (unless part of a communal area)
Lost Keys
Eradication of all pest and vermin
Toilet seats
TV aerials and satilite dishes
Plumbing in washing/machines or dishwashers
Any repair that has arisen out of deliberate or accidental damage or neglect by you, your family or your visitors.
Further details on repairs that are your responsibility are available from our Customer Services Team on 0121 766 1100.
The Landlord’s Responsibility
We are responsible for keeping the structure and exterior of your home in good repair, as well as the main services, which include plumbing, heating and electrics.
Loss of Electric
If you lose the power to your home please follow the points below before you report the repair:
- Turn off all appliances
- Check the fuse box and reset any trip switches
- Check if nearby properties have lost power as it may be a fault with the supply
- Check you have credit on the meter
If an electrician is called to your property and they find that the fault is caused by your own appliance, lack of credit on the meter, or simply a tripped fuse then you will be charged for the call-out.
Burst Pipes/Severe Leaks
- Turn off the supply at the stopcock. Make sure you know where this is when you move in
- Turn off the central heating
- Open all taps to drain the system
- Call our freephone repairs number on 0800 0726522 or if out of hours, 0121 766 1100 and follow the recorded message
Damage to personal effects / contents of your home
Family Housing would strongly recommend that you take out appropriate insurance to cover the contents of your home. We will not make compensation payments towards the costs of redecoration or replacement of posssessions caused by unforeseen events.
Planned Work
Planned work is work that does not need to be done immediately but is required for the long-term maintenance of your home. This re-improvement work includes installing double glazing or central heating, re-wiring and replacing kitchens and bathrooms.
If your property is identified as needing improvement, you will be contacted well before work is to be carried out and wherever possible, consulted as regards to colours and styles of fittings (where appropriate). When reporting a general repair, you may be informed that it will be picked up on the planned programme.
In some instances where major work is necessary, you may have to leave your home for a short time. In these cases we will provide you with suitable alternative accommodation until the works on your property are complete. We will also cover the costs of the move and provide a disturbance payment.
External decoration
Family Housing Association will aim to decorate the exterior of your property and any communal areas every five years as part of our painting programme.
Tenant Improvements
You must have the permission of Family Housing to carry out any improvements on your home, including erecting a satellite dish. Please put your request in writing to us with details of what work you intend to carry out and details of who will be carrying out the work. We will send out a surveyor to inspect the work when it is completed.