Repairs & Maintenance

How do I get repairs done?

Contact Property Services on 0208 735 5380:

We receive a very large number of repair requests.  To make sure that we treat them fairly we need to classify and carry out repairs according to how urgent they are as follows:

Emergency repairs are repairs that are needed to avoid immediate danger to health, safety or buildings.  If a repair is an emergency we will deal with the problem as soon as possible, at the latest within 24 hours.  These include: 

• Serious floods and leaks that cannot be turned off
• Loss of cold (drinking) water from mains (not caused by the water company works).
• Total loss of electricity supply not caused by the electricity provider (this does not include blown fuses or tripped circuit breakers)
• Total heating or hot water failure in winter
• Storm, accident or flood damage, threatened or actual collapse of part of the building
• Door and window repairs where there is a security risk
• Fire alarms repairs

If we cannot complete an emergency repair within the agreed time we will make sure that your home is safe and essential services are restored. Full work will be undertaken at the earliest opportunity.

Please report all repairs including emergencies immediately on 020 8735 5380 during office hours.

Emergencies outside of office hours should be reported on 0800 389 5192

ONLY EMERGENCY REPAIRS SHOULD BE REPORTED TO THE OUT OF HOURS LINE.

Urgent Repairs

 are carried out within 7 calendar days and include:

• Heating failures where the resident is not at risk, no hot water
• Leaking radiators or minor pipe and roof leaks
• Communal lighting failure
• Defective entry phone
• Leaking roofs, toilets and drains
• Repairs to collapsed ceilings and floors
• Infestation of rats, mice and cockroaches

Routine Repairs

are carried out within 21 calendar days and include:

• Door and window repairs where there is no security risk
• Minor re-plastering, broken tiling
• Broken kitchen units or floorboards
• Leaking gutters
• Dripping overflow pipes
• Doors and windows that are sticking
• Sinks, baths and basins that do not drain

Very occasionally urgent and routine repairs may take longer than 7 or 21 days because of problems beyond our control.  The Property Service’s staff will advise you if there are likely to be any delays.

What happens after you report a repair?
Step 1: We will send you a letter that will tell you:
·               what work is going to be carried out,
·               who will be carrying out the work
·               the proposed date when work will be completed

Step 2:
Wherever possible we will arrange a morning or afternoon appointment with you.  If you find you cannot keep an allocated appointment please phone the Property Services staff on 020 8735 5380 as soon as possible and they will be able to arrange another suitable time. It is important that you provide access to contractors carrying out works in your property.

Step 3:
All Real Lettings staff and contractors employed by us carry some form of identity, usually a card with their photograph.  Please ask to see it before you let them into your home.

Step 4:
When the contractor has carried out the repair, they should clear up any mess and put back any fixtures and fittings that they have moved.  If the contractor cannot finish the work within the time limit, they must tell you when they will return to finish the job.

Step 5:
Once the work has been carried out we would be grateful if you would return the Tenant Satisfaction Letter (you will receive this with every repair order we send you) with any comments you have so that we can monitor and improve the service we provide.
Our Contractors will only carry out repairs we have told them to do and that are written on their job ticket.  If you need any other repairs to be carried out you must report them to the Property Services staff.

What if you are unhappy with the work?
If you are unhappy with a repair carried out on your home, speak to the Property Services staff who will investigate your complaint. If you are still not happy you can file an official complaint. Please contact Hannah Faulkner on tel 07726 701 230 for help and guidance.

What else do I need to know?
Checking gas appliances and Gas leaks
We must service gas appliances annually and need your co-operation for access to your home for this important visit.  If we do not get access we may need to go to Court to obtain a Court order allowing us into your home.  If gas appliances are not regularly serviced it can lead to serious accidents in your home.

IF YOU DO SMELL GAS PLEASE CALL TRANSCO ON 0800 111 999 IMMEDIATELY; Please do not light any matches, cigarettes, do not operate any electrical switches; if possible open doors and windows and stay away

Fire
In case of fire call 999 immediately and evacuate the building. Warn your neighbours, get out and stay out until given all clear by attending authorities.
To prevent fire happening please adhere to instructions given in the FIRE PRECAUTIONS page at the end of this booklet.

Burst pipes
In case of severe flooding caused by burst pipes it is essential to stop the leak to prevent further damage. This is done by closing the main water supply valve (also called the stop cock). The location of the stop cock is different for every property and the location of the stop cock in your property should be written on a notice board or have been pointed out at the time of tenancy sign up. If you do not know the location please call Property Services on 020 8735 5380 for help and guidance.
In any case please report burst pipes immediately.

Loss of electricity
If neighbours are also affected call Electricity Company that supplies the energy to your property; If the problems persist please call our repairs service.

Damage to your home and repairs recharged to tenants:
If you, your family, any visitors or pets damage any item of furniture, white goods or any other part of the property e.g. lock or door (this may be by accident, neglect, carelessness or misuse) you must repair it at your own expense.

If Real Lettings carries out any repair for which you as a resident are liable, we will charge for the cost of that work plus an administration charge. 
If you decide to do the repairs for yourself, you will need to inform Property Services, in order for the quality of work to be inspected.
Keys
In case you loose or require additional key please contact Property Services. There is a charge for the supply of extra keys.  If this happens out of hours please arrange for your own locksmith and inform property services about the lock change. A duplicate should be handed in to the office.
Break-ins and insurance
If your home is broken into and suffers damage to any of the areas we are responsible for we will repair it. 

You must first report this criminal damage to the police and obtain a police crime report number (CAD number).

Loss of personal possessions
Real Lettings cannot claim on our policy for damage or loss to your possessions unless Real Lettings has been negligent. Therefore we advise you to take out your own insurance for your personal possessions.

Communal Areas
Tenants are responsible for the cleaning of communal areas.It is your responsibility to dispose of your rubbish in the bins provided. You are also responsible for maintaining hygiene in any shared kitchens and bathrooms.
Disposing of rubbish and large unwanted items
We ask that all residents help us keep communal areas tidy and free from surplus furniture. Please do not block fire escape routes and fire exits as this puts lives in danger.

Most council can arrange to remove any bulky items free of charge and their phone numbers are available from local press or yellow pages.
If we have to pay for removal bear in mind that this cost will be recharged to you.

Pest Control
Real Lettings is responsible for the treatment of pest infestations, such as rats, mice and cockroaches in communal areas.  There are circumstances where it will be the tenant’s responsibility to treat infestations e.g. moths, ants, carpet beetles.  It is also the tenant’s responsibility to keep property and communal areas, kitchens, bathrooms and rooms free of food remains to prevent pest infestation. If in doubt, please contact the Property Services Staff who will also be able to give you advice.

Condensation
Condensation occurs when moisture in the air meets a cold surface and is deposited on that surface.  It sometimes results in the growth of mould or a musty smell and can cause damage to walls, clothing, bedding and decorated surfaces.

You can treat the mould temporarily by washing down affected surfaces and materials with a detergent solution. The following precautions should be taken to prevent condensation and mould from returning:

• Keep all rooms well ventilated
• Keep bathrooms and kitchen doors shut
• Keep lids on pans when cooking
• Do not dry clothes on radiators

If you are taking these precautions and you cannot get rid of condensation, contact the Property Services Staff for further help and advice

Tel       Switchboard 0207 710 0550
Repairs Helpdesk: 0208 735 5380
Out of hours repairs – Emergencies Only – 0800 389 5192
E-mail: repairs@broadwaylondon.org