Repairs & Maintenance

We aim to fix problems as quickly as possible but obviously some are more urgent than others. Your problem will be assessed straight away and you will be advised how quickly someone will call. Find out more about our repairs service and what we are responsible for.

How long will it take to fix my heating or hot water?

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As part of our service level agreement with Swale Heating we have agreed with them a set of standards and time scales for reported repairs and breakdowns.

Who will fix my fire alarm ?

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If you have a smoke or fire alarm fitted as part of the electrical system of your house, we will service this every year. If you have a battery powered...

My heating and hot water isn’t working?

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1. Frozen Condense pipe – Always check 1st if external ** Boiler makes a Gurgling sound when switching it on** If your boiler has an external condense pipe, in this...

My sink or toilet is blocked – what can I do?

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If you have a blocked basin, bath, shower, sink or toilet, it’s your responsibility to clear it. This article offers some tips to keep your drains flowing properly.

My gas appliance has been capped off what can I do?

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The article explains why we sometimes have to cap off gas appliances in our homes and what you need to do if it happens.

What repairs am I responsible for?

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As your landlord we are responsible for the maintenance of your home, but there are some things that you are responsible for. You can find a full list of repair responsibilities on Countrywise Repairs’ website.

What happens when I report a repair?

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This article describes the different types of repair appointments offered and what you can expect.

What happens if I miss my repair appointment?

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If you cannot make an appointed repair time, please call the Repairs Call Centre to rearrange the appointment. If you are are not in as arranged then a “no access” card will be left asking you to contact the repairs team to rebook the appointment. Please be aware the appointment will be closed following a ‘no access’ and you will not be contacted again.

A contractor has come to my door but doesn’t have any ID, what should I do?

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It is important that you let our staff and contractors into your home to carry out necessary work but all of our staff and contractors have identity cards, so please make sure you ask to see this before you let anyone in. If you are in any doubt as to whether you should let someone into your home, then politely ask the person to wait outside, close your door and call us to check. Do not call the number on their ID card.

When will my neighbourhood be improved?

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Our Neighbourhood Housing Managers work with residents to create Neighbourhood Plans for the blocks of flats and estates they manage. The plans include proposed environmental improvements such as enhanced block security, refuse storage, walls, fences and hedges, hard and soft landscaping and the like.

What happens when external repair & decoration work is due at my home?

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This article explains the process for carrying out external repair & decoration work as part of our planned programme.

What standards do your contractors work to?

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This article explains what we expect from our contractors and suppliers and provides a link to our Code of Conduct.

When will my boiler or heating system be replaced?

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We aim to ensure that all our homes have reliable, energy efficient heating and hot water systems.

What standard should my home meet?

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There are national and local standards relating to housing quality and performance.

How do you identify planned repairs?

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Our planned maintenance programme often involves extensive work that is planned over a period of up to seven years.

When do you do external repair & decoration to blocks?

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Our seven year planned programme of external and communal maintenance works helps us to maintain our homes in good condition.

How can I get my home adapted for my needs?

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We want to help you live comfortably in your home and our adaptations service can help if your circumstances change. This article describes the two categories of adaptation, what they incude and how you can apply for them.

How do repair appointments work?

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This article explains the appointment slots that we offer, how we confirm appointments and what to do if you miss a repairs appointment.

What is an emergency repair?

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Emergency repairs are where health and safety or the security of a property is at risk and we aim to complete them within a maximum of 24 hours. The most important of these repairs will be done within 4 hours.

What is a stock condition survey?

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This article explains what a stock condition survey is, why we carry them out and when your home is likely to be surveyed.

I think I may have Asbestos?

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What is Asbestos? Asbestos is a naturally occurring fibre material that was commonly used in building materials between 1900 and the later 1990s. When asbestos ages or becomes damaged it...

What happens when my kitchen or bathroom is due for renewal?

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This article descibes what happens at each point when we are installing a new kitchen or bathroom in your home.

Can I replace my kitchen or bathroom myself if it is not going to be renewed?

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Yes, you can replace your kitchen or bathroom yourself but you will need our approval in advance. Please complete our online Permission Form ensuring that you provide all the information required.

When will I have a new kitchen or bathroom?

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This article explains how we decide a kitchen or bathroom needs updating and how you can find out when yours is due for renewal.

What happens if I’ve installed a wood burner without permission?

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Where our staff visit a property and find an open fire or wood burner, we will check that the tenant has applied for the necessary permission.