Coronavirus (COVID-19) Guidance
Following the Government announcement on 16 March, we have taken the following measures to protect the health and wellbeing of our residents and staff:
1. We have suspended non-emergency repairs until further notice.
2. We will now only take serious emergency repair requests until further notice. These are limited to repairs which present a danger to life, risk of serious injury or a serious security risk or serious risk to property.
3. Please note that less urgent repairs will not be logged until further notice
For further information and updates as they occur please check our latest guidance.
Repairs we are responsible for
We have full responsibility for maintaining the structure and exterior of all rented homes. This includes:
- The foundations, roof, chimney stacks, outside walls, outside doors, window sills and window frames.
- The upkeep of drains, gutters and external pipes.
- Internal walls, skirting boards, door-frames, doors, ceilings, floors (but not including painting and decorating).
- Pathways, steps and other types of entry.
- Garages and outhouses built by us.
- Boundary fencing and gates fitted by us.
We will maintain the installation for the supply of water, gas and electricity, sanitation, heating and hot water. This includes electrical wiring, socket and light fittings, gas piping, and fitted heaters. It also includes fitted radiators, water heaters, baths, toilets, sinks, and basins.
We are also responsible for external painting - carried out on a seven-year cyclical programme. We are responsible for communal parts of blocks of flats, such as corridors, stairways and entrances. We are responsible for communal services such as TV aerials (not satellite dishes), stairway lighting, lifts and entry phones.
JRHT no longer replace sheds which were originally supplied by us. If a shed supplied by JRHT is not repairable, we will dismantle it and take it away. JRHT will not clear or take away residents' property from the shed - this is the responsibility of the resident.
In most cases, our own staff will carry out repairs. In some cases, we employ contractors.
Repairs you are responsible for
Residents are responsible for repairing or replacing:
- Showers that were not installed by us.
- Your own security lights.
- Draught excluders.
- Plugs and chains in sinks and baths.
- Light bulbs or light strips.
- Cookers, including installing or capping off (Hartfields residents to check with their housing officer).
- Sheds and fences not supplied by us.
Deliberate damage, misuse and negligence
If you, your family or friends damage property through misuse or negligence, you will be charged the cost of repairs.
If there is criminal or malicious damage to your home, we will pay for the repairs. This is provided you have reported the crime to the police and have a valid crime incident number.
Job priorities and response times
We grade repairs according to their priority. This is so we can schedule work and give residents information about when their repair will be completed. The Tenants Charter sets out a list of ‘qualifying repairs’. These must be attended to by Housing Associations within a certain time frame. These are repairs which, if not carried out, may put your health, safety or security at risk. But would cost us less than £250 to carry out.
Emergency repairs are attended within 24 hours. This applies to any repair that is likely to cause an immediate risk to residents, their homes or belongings. For example;
- Burst water pipes causing severe damage.
- Major water ingress through doors and windows.
- Blocked drains where foul water is overflowing inside the property.
- Dangerous structures that could imminently collapse or fall, that are a risk to life or property.
- Electrical faults that are an immediate risk to life or property.
- Blocked foul drains, affecting use of WC etc.
- Total loss of electric power.
- No heating or hot water.
- Repairs to doors or windows, where there is a genuine security risk.
- Loss of warden/care staff call systems at sheltered housing schemes and care homes.
- Total loss of water supply.
- Major roof leaks that could result in serious damage or loss of services.
- Pipe leaks that could result in serious damage or loss of services.
- Lift failure.
Urgent repairs are attended to within five working days of notification. This applies to any repair that could lead to minor damage. Or one that has resulted in partial loss of an essential service to residents. For example;
- Minor plumbing leaks and overflows.
- Fitting of grab rails, extra handrails and other minor aids.
- Faulty thermostats, programmers, radiators and pumps, where the fault has resulted in total loss of heating and/or hot water. In this case it will be graded as an emergency repair.
- Faulty fires (unless the only form of heating in which case it will be graded as an emergency repair).
- Minor electrical faults, i.e. sockets, lighting, switches.
- Minor roof leaks, (not sheds, garages or outhouses).
- Faulty door locks and window fasteners.
- Minor plumbing repairs, i.e. faulty taps etc.
- Faulty communal television system.
- Damaged stair treads, handrails or banisters.
- Blocked gullies and surface water drains.
- Defective paths, potholes that could result in an accident.
- Replace missing roof tiles.
- Re-glazing broken single glazing in doors and windows.
- Faulty door entry systems.
Routine repairs are attend within 20 working days of notification. This applies to all other repairs that are not urgent. They do not cause serious discomfort, inconvenience or nuisance. Or long term deterioration of the building. For example:
- Wall tiling and sealants.
- Making good plaster.
- Kitchen unit repairs.
- Gutter repairs and cleaning.
- Boundary gates.
- Garage, outhouse and shed roof leaks.
- Replacement of faulty double glazed units.
- Remedial decorations after repairs.
- Minor joinery repairs.
- Replacing tap washers and other minor plumbing repairs.
- Easing of doors and windows.
- Provide user guidance, e.g. heating, warden-call etc.
- Replacing broken clothes posts and rotary driers.
Non-urgent works applies to non-urgent repairs and other works. They follow a pre-inspection, are part of a programme of work, are rechargeable or an improvement to a property. This type of work needs to be planned. It is dependent on the priority, other related work and the availability of labour and materials. If the property is still within a defects liability period the responsible contractor will complete the work reported.
Examples of non-urgent work are:
- Pre-painting repairs to meet external redecoration programme dates.
- Re-chargeable work.
- Installation of tenants own fittings, eg security lights, extra door and window locks etc. Programmes to be agreed with resident.
- Modernisation and improvements.
- External and internal re-decoration works.
- Re-pointing brickwork.
- Gutter cleaning.
When a repair is reported there may need to be an inspection prior to work being completed. Once the work is completed, it is not possible for us to inspect all our repair work. However, we do check a percentage of sub-contracted repair jobs each year. We inspect all repair work above a certain cost.
You can help by informing us if a repair is not done to a satisfactory standard. Please contact us if you have any concerns about a repair to your home. We also carry out a satisfaction survey on a sample of repairs each year.