Reporting a repair

Reporting a non emergency repair

There are five main ways that you can report a repair to us. You can either;

• Telephone us on 0845 009 2500 or 01295 816300. Lines are open Monday to Thursday 8.30am - 5.00pm and on 8.30am - 4.15pm on Friday.
   
• Call into our head office at Hindle House.
   
• Send us an email. Emails should only be used for non emergency work and not for emergency work. A full description of non emergency and emergency work can be found by clicking here.
   
• Complete our online form. The online form should only be used for non emergency work and not for emergency work.
   
• Send a letter to our head office.

Reporting an emergency repair

There are 2 main ways that you can report an emergency repair to us;

• Telephone us on 0845 009 2500. Lines are open Monday to Thursday 8.30am - 5.00pm and Friday's 8.30am - 4.15pm.
   
• Telephone us on 0845 009 2550 out of hours for emergency calls only. This is a call centre currently handled on our behalf by Sanctuary Housing Association.

Information we will need from you

However you decide to inform us of your repair needs we will need the following information from you;

• Your name and address.
   
• Your contact telephone number.
   
• The nature of your repair request.
   
• Access details and times for your property.

Please use the tenants handbook for further details. If you do not have your Tenants Handbook you can telephone 0845 009 2500 to request a replacement.

The repair is recorded

• details of your repair will be entered on our computer system.
   
• we will tell you how soon we will respond.
   
• we will place an order or arrange for an inspector to visit your home to look at what needs to be done.

We will arrange the repair

• we will ask you for a phone number where we can contact you.
   
• we will discuss what times are convenient for you for the repair to be done.
   
• we will make an appointment for morning (8am -12pm) or afternoon (1pm-3pm)  on a specific day or the contractor will contact you directly to agree a date with you.

You need to be aware:

• we may need to inspect your repair to decide exactly what work needs to be done.
   
• if it is an emergency you must stay in your home until an operative arrives.
   
• if you  exaggerate the urgency of the problem to get a quicker emergency response we may charge you.
   
• outside normal service hours we will only respond to emergencies.

You must arrange the repair of:

• any damage you cause.
   
• any repairs that are not a result of fair wear and tear.
   
• repairs that are your responsibility under the Tenancy Agreement.

When work is going to be done in your home:

• we will tell you if you need to move or protect any furniture, or if you need to lift any floor covering (carpets, laminate).  You should do this before the operatives arrive, but let us know if you are having difficulties arranging it.  Operatives may help but Charter accepts no responsibility for any damage that happens while doing this.
   
• operatives need you to be in the home while they work so they can discuss with you any problems that arise, and keep you informed of any progress.
   
• we insist that our operatives do not work in homes where the only person(s) at home are under 16 years old.
   
• you need to make sure that operatives can get on with their work safely, for example keep any pets out of the way, and keep your children under control.
   
• Operatives can refuse to work if they feel that their health or safety is at risk. In bad weather conditions we will always make things safe but operatives may not be able to carry out a full repair.  This is for their own safety.