Repairs

All our homes need some tender loving care from time to time and we employ a team of specialist trade staff to do just that.

Reporting repairs

Report a repair to your home using our online service - it’s the quickest and easiest way to report a repair.

Report online

See the status of existing repairs

If your repair is an emergency, and your safety or security is at risk, then the best way to get in touch is by calling us. You’ll need to give us as much information as you can about the repair that needs doing.

Call our 24 hour helpline: 0800 587 0001 or 0191 385 1900

Please contact us as quickly as possible. We will tell you how long it should take for the repairs to be completed. You will need the following information when reporting a repair:

  • Your name;
  • Your address;
  • Details of the repair (the problem and where it is in your home);
  • Your telephone number and/or email.

For some repairs we will need access to your home. When you report it we will let you know if an appointment is needed.

Gas leaks

If you smell gas, in the property you should contact us on 0800 587 0001 and then phone the emergency freephone gas number on 0800 111 999 .

  • Put out cigarettes
  • Open doors and windows if you can, to let the gas escape
  • Turn off the gas supply at the meter (using the handle which is located next to the meter).
  • Don't use any naked flames.
  • Don't use electrical switches as the spark could ignite the gas.

Take the first step in getting that repair sorted

External repairs - who is responsible for what

There are some repairs within your home that you are responsible for and some that we, as your landlord, will look after for you.

Before reporting a repair you should make sure that you know whether it is your responsibility or ours to carry out the repair. Once you've checked your responsibilities, if you want to report a repair you can call us on 0191 385 1900 / 0800 587 0001 or report it online.

Repair charges

You will be charged for any damage to your home which has not been caused by fair wear and tear. We will also charge you for certain repairs which are not the responsibility of the landlord.

You are responsible for repairing, renewing or replacing any items damaged by you, your spouse, partner, friends, relatives or any visitor to your property, including children. This includes accidental damage, intentional damage and that which arises from neglect or misuse.

Examples of repairs which are chargeable include, but are not limited to:

• Broken toilet pan, bath or wash hand basin;

• Blocked toilet if caused due to negligence;

• Blocked drains if caused due to negligence;

• Lock changes if due to negligence;

• Damage to internal fixtures if due to negligence;

• Replacement of fixtures and fittings that you have removed or altered;

• Renewal of sink and bath plugs and chains;

• Draught-proofing;

• Replacement of lost keys to radiator valves, window locks and doors;

• Bleeding radiators; (for advice on how to bleed radiators, please call 0800 111 999 during office hours)

• Gaining entry;

• Replacement tap washers;

• Draining or refilling the central heating system;

• Making safe/re-glazing windows that have been broken where no crime number has been provided.


Rechargeable repairs are carried out during office hours (Monday to Thursday 8.30am - 4.30pm and Friday 8.30pm

- 4.00pm). Certain repairs may be possible on Saturdays, Sundays and Bank Holidays but will be subject to a higher charge to cover staff overtime costs.

If you fix the damage yourself, but it’s not up to our standard we may also charge you for the costs of us putting it right.

Tenants responsibility for repairs

You are responsible for carrying out minor repairs to your home, such as:

  • Plastering small cracks;
  • Providing extra keys;
  • Providing locks to sheds or out buildings;
  • Plumbing in your washing machine or dishwasher;
  • Internal decoration of your home;
  • Looking after your smoke alarms;
  • Replacing batteries in alarms and detectors;
  • Replacing your toilet seat(once your tenancy has started);
  • Arranging the fitting and installation of gas cookers by Gas Safe Engineer;
  • Replacing fuses in plugs and spurs;
  • Resetting trip switches;
  • Replacing lights bulbs including Kitchens, Bathrooms and outside lights;
  • Door Bells.

How you can help us

You can help us, other tenants and yourself by:

  • If you make an appointment for a repair please keep it ensure access is available
  • You could ask a neighbour, friend or relative to assist as an adult (at least 18 years old) must be present at all times whilst traders staff are working inside the property.
  • If you are unable to keep the appointment please telephone and let us know to stop wasted journeys.
  • Give as much notice as possible if you need to change the appointment. This will allow us to offer the appointment to another tenant.
  • Please allow sufficient time for us to complete the repair. The appointment time given is a start time not the time when the work will be completed.
  • Contact us in advance if you require any information about the repair or are unsure what is involved.

If you fail to keep an appointment that you have agreed you may be charged for costs incurred by us.

 

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