How to Report A Repair, Replacement or Request Maintenance, including Timescales

 

  • Emergency: In certain instances we will visit within 5 Hours, the Same Day or if appropriate within 2 Working Days where it is deemed safe to do so.
  • Urgent: Within 7 Working Days.
  • Routine: Within 28 Working Days.
  • Planned: Within 20 weeks.
  • Cyclical: Rolling Programme of Maintenance and Repair.

 

 


Call 0117 9166625 Monday to Friday from 9:30 to 5:30 to report a repair or to get an update on the progress of your repair.

Use our secure online form to submit your repair request - click here

In the event that you need to report an emergency repair during office hours please also use this number.  For out of hours and emergencies please see the number below.

You can also report a repair via email by emailing repairs@chrysalishousing.co.uk

OUT OF HOURS EMERGENCIES CAN BE REPORTED ON THE OUT OF HOURS MAINTENANCE EMERGENCY CALL OUT NUMBER. IF THERE IS NO ANSWER LEAVE A MESSAGE WITH A CONTACT NUMBER AND A MEMBER OF STAFF WILL RETURN YOUR CALL FREE OF CHARGE.

OUT OF HOURS EMERGENCY SUPPORT CALL OUT NUMBER IS: 07584 085613

 


An example of an Emergency Repair is where there is an observable risk to you or others health, safety and wellbeing. It is also where there is a likelihood that damage to you, your belongings others, or where damage to the fabric of the property will result if the repair is not attended too quickly. Under these circumstances we aim to complete the repair within “2 Working Days”, at the very least we will make the property safe or offer you alternative accommodation if this is deemed appropriate.

Below is some non-exhaustive examples of what constitutes an “EMERGENCY REPAIR”

  • Severe roof leaks
  • Burst tanks, boilers, pipes and other water receptacles that cause immediate risk
  • Total power loss (unless due to local power outages or non-payment of bills, or pre-paid metres)
  • Unsafe electrical or gas fittings that has the potential to cause harm, death or injury
  • Total and complete loss of heating and hot water between Oct 31st and April 1st, (an interim measure until we are able to resolve this issue in full will be to provide another form of portable heating on a short term basis)
  • Own door or window that cannot be secured.

 


Below are some non-exhaustive examples of what constitutes an “URGENT REPAIRS” to be carried out within “7 Working Days”

That there exists an obvious and observable threat to your health and safety, or that you are likely to suffer hardship or inconvenience but to the extent where it reasonable to expect that you are able to cope with or tolerate the situation in the short term so long as this does not cause or is likely to cause imminent danger or property damage.

  • Partial loss of light or electricity (e.g. bedroom light not working, socket not working etc.)
  • Partial loss of water supply (e.g. bathroom cold tap not working or shower (electric) not working-heating where this facility to have a bath instead)
  • Total or partial loss of heating or hot water between 2nd April and the 30th October.
  • Insecure own door or window
  • Blockage of toilet(s) sink(s) bath or basins
  • Loose handrail

 


Routine repairs are where there is only a minor inconvenience in the short term. These are less urgent repairs which will be completed within “28 Days” and include minor problems with baths, toilets sinks, doors or windows sticking, plaster repairs, brickwork, cleaning or repairs to gutters or soak ways and other non-urgent internal and external repairs.

  • Faults on central heating system, causing intermittent fault or failure
  • Leaking external waste pipe
  • Loose sink top or base unit
  • Leak on radiator which can be isolated
  • Internal floor, wall and ceiling finishes
  • Internal doors, linings and architraves
  • Continual problems with damp

 


A planned repair is where there is no risk to health and safety and no imminent risk to the fabric of the building. To be carried out within “20 Weeks”.

  • Fitting new floors or repairs to existing solid floors
  • External paths, steps and boundary walls which are not in a dangerous condition
  • Replacing of gutters and rainwater pipes which are not in a dangerous condition
  • Updating of windows and doors
  • Outbuildings which are not in a dangerous condition
  • Clothes posts and gates
  • Changing of gas/electric/water meters if not dangerous to tenant
  • Updating fire and early warning systems or other health and safety equipment where applicable
  • Routine maintenance of appliances
  • Annual Gas & Electrical Safety Tests

 

Repairs Timescales

 

Not all repairs are the same.  Some are: - 

 

Emergencies

These will be responded to either straight away or within 48 hours.  These times depend on how urgent the need or vulnerable the tenant is.

 

Urgent

These will be responded to within 7 working days or earlier.  These times depend on how urgent the need or vulnerable the tenant is.

 

Routine

These will be responded to within 28 working days or earlier.  These times depend on how urgent the need or vulnerable the tenant is.

 

Planned

These will be carried out within 20 weeks or earlier.  These times depend on how urgent the need or vulnerable the tenant is

 

Cyclical

These will be part of a wider programme of planned maintenance and renewal and all tenants will be informed well in advance of these dates, clearly giving you the details of the works to be carried out, any other useful information and who too talk too if you have any concerns or questions. General time frames are:

Annually

Bi-Annually

Every 3-5 Years

5-10 Years.

 

Need further information? 

If you require further information, please contact us by emailing: info@chrysalishousing.co.uk