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.

Be careful of rogue traders

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Please be careful of rogue traders claiming to be working on behalf of us. Read our advice for more information.

How we look after your home

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This page gives information about our home improvement programmes and how we look after your home. The standards we meet We make sure that all our homes meet the Government’s...

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 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.

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.

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.

I think there may be Asbestos in my home?

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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 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.

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. See the full list of repair responsibilities on this page