Providing high quality, affordable housing and meeting the social, educational and recreational needs of our tenants through a programme of community activities.

Repairs Procedures

When you report a repair, the details are recorded on our computer system. You will be told the category of the repair, how quickly it will be attended to, and a copy of the works order will be available detailing the nature of the repair and the name of the contractor. In some cases the work required will be inspected before a contractor is called out.

A number of repairs will be inspected after they are finished, to monitor standards. We will also select a number of repairs on a regular basis and ask tenants their view of the work carried out to monitor standards and sort out any problems.

Response Times

The Co-operative has different response times for different types of repairs. Every repair reported is categorised into emergency, urgent, or routine.

Emergency

Emergency repairs include anything which could seriously affect the occupation of the property, which could be a risk to the health or safety of people, or which affect security. These repairs will be investigated and made safe immediately.

Any follow-up work will be carried out within 24 hours of making safe.

Urgent

Urgent repairs are those which may cause deterioration to the property or affect the comfort of the tenant, without causing danger.

These repairs will be carried out within 3 working days of notification.

Routine

Routine repairs are those which do not interfere with the tenant's daily occupation of the property but may cause inconvenience.

These repairs will be carried out within 7 working days of notification.

Access for Repairs

It is important that we look after the properties and maintain high standards. It is important that you allow us access to carry out repairs for this reason.

Where possible, access for the tradesmen will be arranged to suit the tenant, but it is not possible to give an exact time, or to give evening or weekend appointments.

Tenants are responsible for providing access for Co-operative employees or tradesmen at all reasonable hours to carry out inspections or repairs. Normally at least 24 hours notice will be given. The only exception to this is in an emergency when the Co-operative has the right to immediate access to your home.

We may have to force entry if you are not available when an emergency takes place. Every effort will be made to contact you if this happens, and the Co-operative will make good any damage caused by forcing entry.

Concierge keep a note of emergency contacts and keyholders details for use in emergencies.

If a contractor does not turn up as arranged, please let us know as soon as possible.

Re-chargeable Repairs

The Co-operative operates a Rechargeable Repairs System for tenants who require to pay for a repair.

This could include:

• lost keys
• malicious damage caused by the tenant, a family member, or a visitor to the tenant's home
• non-standard repairs
• damage due to neglect

You will be told if a repair is re-chargeable when it is reported. Tenants are invoiced for the work once it is completed, and you may have the option of paying in installments.