Repairs

Reporting a Repair

You can call Customer Services (Rotherham Connect) and speak to a fully trained repairs officer.

You can report non urgent repairs online.

When you call Customer Services:

• You will be given a reference number for every repair you report
• We will offer you an appointment for repairs where we need access into your property

Please let Customer Services know if you require a signer or a translator or if you have any other circumstances you would like us to take into consideration e.g. arranging to meet carers

Types of Repair

Non-urgent repairs

Non-urgent repairs are things that we must put right that don’t cause a risk to your health or safety (e.g. loose skirting boards, missing wall tiles). However, a non-urgent repair for one customer may be urgent to another customer, so the way we class repairs depends on not only what needs doing, but also your circumstances. We will put the problem right within four weeks of you reporting it to us. When we have completed the repair we will give you a 'How Did We Do' survey, which helps up to consistently improve the services we provide.

Some non-urgent maintenance work may be put into a programme, along with similar repairs, and dealt with at a later date. Repair programmes help us spend your money more wisely. All external repairs which are not urgent will be picked up during the Annual Property Inspection, and programmed in to the Planned Maintenance Programme.

Urgent Repairs

We will attend to the following urgent repairs within 72 hours or five working days:
No lighting in one room (timescale dependent on the room)

• A minor leak from the kitchen sink – 72 hours
• Blocked toilet but having another toilet within the property – 72 hours

Emergency Repairs

You must report all emergency repairs as soon as they occur.
We will attend to the following emergency repairs within 4 hours:

• Complete loss of power or heating and hot water
• A flood or seriously leaking pipe
• Downstairs broken windows
• Something else that is a serious risk to your health & safety

In many cases we will complete the repair during this visit. Sometimes we have to do a temporary repair to stop the emergency then return to complete the repair.

We will attend to the following emergency repairs within 24 hours:

• Upstairs broken windows
• Power loss affecting main kitchen appliances or health equipment
• Anything else that is a risk to your health and safety, but is not likely to be immediate

You must report all emergency repairs as soon as they occur.

Repairs for which you (the tenant) is responsible:

As one of our tenants you are responsible for your own minor repair work e.g.

• Fences, gates and gate latches
• Decorating the inside of your home
• Changing locks if you lose your keys or if they are stolen

What you can expect from us:

We will always wear identification badges and show them to you when we meet you

We will check that the repair has been carried out to your satisfaction

Paying for Repairs

The rent we collect pays for the repairs and maintenance service. The only time you will have to pay anything extra is if we charge you for a repair that is your responsibility, for example, if you or your family and friends have caused the problem or damage.

Right to Repair

You have the right to repair your home. This means we might have to pay you compensation if we don’t complete certain eligible repairs within a reasonable time.

Please contact your local Neighbourhood Office for information about the Right to Repair.

 Change Text Size
    A   A   A