As a Kingston Churches Housing Association tenant you have the right to get repair work done quickly and efficiently when you report a problem in your home. You can report a repair directly to us by clicking on the Report a Repair link (next to the spanner at the top right of this or any other page on the website).
What We Have To Do
Our responsibilities are described by the law. We must:
• keep the structure and the outside of your home in good condition.
• repair fixtures and fittings inside your home - kitchen units, doors, pipes, heating and
so on.
• make sure that water, electricity and gas are supplied safely and that waste is taken
away properly.
• repair and maintain shared areas such as landings, stairways and communal
entrances
What You Have To Do
You have responsibilities too.
You must tell us about any repair that needs doing as soon as you can. Report it to your warden or the office. They will check what needs doing and, if the work is inside, organise an appointment for the workers to get in. It’s especially important to report urgent problems straightaway - these faults might threaten your health and safety, or mean that the property is dangerous or could be seriously damaged. If you discover an emergency outside normal office hours (which are 9.30am to 5.00 pm, Monday to Friday) or over a holiday period you should ring the appropriate emergency number listed at the end of this section. They will decide if the work is so urgent that someone has to be sent out straightaway or if it can wait for the office to open.
In the case of suspected gas leaks do not strike any matches or switch on any lights or electrical appliances or gas appliances, but telephone British Gas on 0800 111 999 immediately (24 hour service).
By reporting faults quickly you can help us stop minor problems becoming major and expensive ones.
You should keep the decoration inside in good condition. Make sure that you, your family, or your visitors don’t damage the home -accidentally or deliberately. You would have to repair any damage yourself or pay our costs if we have to do it.
Repair Response Times
When you report a repair we put it into one of three categories depending on how serious it is. These are:
1. Emergency such as: complete power failure, flooding, drains blocked so that sewage can’t escape, ground floor doors or windows made insecure by burglars. These will be done within 24 hours of you reporting the problem.
2. Urgent such as: plumbing problems and faulty heating. These will be done within 5 working days.
3. Routine/Non-Urgent such as: a broken internal door or faulty kitchen unit. These will be done within 28 working days.
When the work requested has been ordered we will send you a copy of that order. There is a place on the contractor’s copy of the order which you should sign, once the work has been completed to your satisfaction. If you are not happy you should tell us what went wrong. It is important that you advise us of the date the work was completed.
You can help the repairs service work smoothly by:
• keeping your repair appointments so that workers and inspection staff can get on with the job as soon as possible. (Missed appointments mean time wasted and unnecessary expense - we can charge you up to £10 to cover these costs).
• signing and dating the contractor’s copy of the order so we can check it has been done. (If you are not there when the contractor finishes the work sign, date and return your copy of the order to this office later, noting the date the works were completed.)
Emergency Repairs Outside Office Opening Hours
In the following emergency circumstances the listed contractors will respond to a direct call from you outside office hours. They will carry out the necessary emergency work and invoice the Association direct, but please make a point of informing the Association on the next possible working day that this work has been requested.
Plumbing - Major plumbing leaks or bursts.
Mr Stannard
Tel: 07778 123450 or 01372 740618
Electrical & Storage Heaters - Unsafe power or lighting socket or electrical fitting. (For total loss of electrical power telephone the Electricity Board first as other properties may be affected.)
Wheatley & Sons Ltd
Tel: 020 8979 5762
Roofing - Leaking roof, gutters or downpipes where dangerous or causing major damage.
Wheatley & Sons Ltd
Tel: 020 8979 5762
Locksmiths - Locked out of property or front door lock completely broken.
Mr Broome
Tel: 07770 338970 or 01372 467679
Gas Central Heating - Total or substantial loss of hot water or heating in winter months affecting the elderly or infirm or children under 5 years. Please let them know if you have a communal heating system, as a different engineer will be needed
S & S Burners
Tel: 020 8330 7992
Drains - Blocked, broken or leaking foul drain, soil stock or WC (where no other working WC)
Drain Patrol Ltd
Tel: 020 8644 0479
NOTE: In the case of suspected gas leaks do not strike any matches or switch on any lights or electrical appliances or gas appliances, but telephone British Gas on 0800 111 999 immediately.
For complete loss of electricity telephone the Electricity Board (in most cases EDF Energy on 0800 783 8866).
