Repairs Service Hand Book
ROUPELL PARK RESIDENT MANAGEMENT CO-OP
TENANT REPAIRS HANDBOOK AND SERVICE STANDARD
WHAT DOES THIS HANDBOOK COVER?
This handbook covers -
- How to report a repair
- What repairs that we are responsible for
- What repairs you are responsible for
- How long different types of repair should take
- The standard of service you can expect from us
- What we can expect from you
- What happens if things go wrong
HOW TO REPORT A REPAIR
The way in which you report a repair will vary according to the type of repair that you need and the time on which you request it.
Day to day repairs should be reported to the Community Office. You can either do this by coming to the office or calling us on 02089260214.
If your repair relates to the communal heating system, including the heating, hot water (including if this relates to your emersion heater) or a leak from the system you should call the Lambeth Housing Management Contact Centre on 02079266000. Ensure that any repair is placed with T Brown who are the Council’s contractors.
If your repairs relates to a heating or hot water and your own individual gas boiler you should call 01689 806179 or 0845 604 2866. This will take you straight to our contractor, Mitie who will deal with the repair direct.
Out of Hours
After 5.00 or at weekends and bank holidays all repairs should be reported through the Lambeth Housing Management Contact Centre on 02079266000.
If you have any doubts then please contact the office and we will try our best to help you.
WHO DOES WHAT?
Whilst Roupell Park RMC is responsible for the day to day maintenance of the estate, Lambeth retain responsibility for carrying out repairs to many parts of the building and the grounds. However this service standard covers all repairs to your home and communal areas on the estate. Where we do not have direct responsibility we will take this forward on your behalf.
In general terms we and the Council are responsible for maintaining the fabric and structure of your home and any communal areas.
However we are not responsible for all the repairs that are needed in your home and under the terms of your tenancy agreement you have substantial responsibilities. We also know that in some cases due to personal circumstances we may carry out works that would otherwise be your responsibility and we will consider each case individually
We are responsible for repairing and maintaining
Windows and glazing
Kitchens, Bathrooms etc.
Gas appliances and heating
Other internal and external areas
|Your are responsible for|
IMPORTANT THINGS YOU MUST NOT DO
There are works to your home that you must not carry out yourself:
These are not exhaustive lists. If you are not sure whether you are responsible for a particular repair, call the local office to check. If you are responsible for the repair, we may be able to do it for you but we will recharge for the work carried out according to our recharge policy. Also we will charge you for the
cost of the repair or will refuse to do it is needed because of something you did deliberately or because of your negligence.
So that we can keep your home and those of your neighbours well repaired when needed you must:
HOW LONG WILL REPAIRS TAKE?
We have target times for different types of orders. In most cases we keep to these targets, but will be flexible in some cases if you have particular needs.
For all Emergency, Urgent and Priority repairs we will offer you an appointment to suit you. For other repairs we will attempt to contact you within 5 days of our expecting to commence work.
If we are unable to make an appointment we will try to contact you to rearrange at a time this is convenient to you.
The list below is not comprehensive and only acts as a guide to the service we will provide.
|Priority||Target Response||Description of repair|
|Emergency Repairs||2 Hours|
|Emergency Repairs||24 Hours|
|Urgent Repairs||3 Days|
|Routine Repairs||28 Days|
We and Lambeth Housing Management will also carry out planned maintenance programmes. This may include works such as resurfacing parking areas, roof repairs, clearing blocked gullies and regular clearing of soil stacks and gutters.
TREATING EACHOTHER WITH RESPECT?
What can you expect of our staff and contractors
We define the service we expect to provide to you in our Customer services service standard.
We expect our contractors to -
What we expect of you
When dealing with us or our contractors we expect you to
Whilst we will carry out repairs to the structure of the building and any of our fixtures and fittings if they are damaged through an accident such as fire or flood, we are not responsible for repairing or replacing your belongings or in most cases carrying out redecorations to your home.
We therefore strongly encourage all of our tenants to take out contents insurance. You can either arrange this through a private company or Lambeth Council offer an affordable policy themselves. Details and application forms are available in the office.
MAKING SURE WE GET IT RIGHT
It is very important to us that when we do a repair we do it properly. To help is do that we will post inspect a minimum of 10% of all repairs that we do.
We also ask that you complete the satisfaction surveys that you are given when the work is completed. These really help us to learn from what we do wrong and from when we get it right.
WHAT HAPPENS IF THINGS GO WRONG
If we do not meet our promises to you please tell us and we will make every effort to put it right by making an arrangement to carry out a repair at a time that is convenient to you.
If you are still not happy then we will let you know about our formal complaints procedure.
Central Heating Responsibilities and Contractors
Individual Systems – Mitie 0845 604 2866 or 0168 980 6179
Communal Heating System – T Brown - 02079266000