The Repairs and Maintenance Department provides a day-to-day responsive maintenance service to tenants and leaseholders who live in Sutton Housing Partnership managed properties. The department is responsible for taking requests for repairs, inspecting faults, raising works orders to remedy the faults and monitoring contractor performance to ensure a good value for money service is delivered.
The Repairs and Maintenance Team is responsible for repairing and maintaining
The structure and the outside of the property, including any shared parts of the building; the roof, walls and foundations; drains, gutters and pipes; doors and door frames; window frames; chimneys and chimney stacks; glazing (we may charge you for this work); ceilings; plaster work; skirting boards;
paths and steps; boundary walls and fences that we have designated responsibility for; garages and stores, which form part of your home.
Repair works will only be commissioned under the following conditions
The disrepair has occurred due to wear and tear; the cost of the repair will be covered by an insurance claim, i.e. in the case of fire; a crime number is supplied if the disrepair has been caused by something other than wear and tear, i.e. criminal damage. If the above conditions are not met then, the tenant or leaseholder will be liable for the value of the works.
Futher information on repairs responsibilities can be found in our Repairs Handbook, Tenants Handbook or Leaseholder Handbook. For DIY tips why not visit www.diy.co.uk| or click here| to take a look at the KNK website.
Reporting a Repair
We rely on tenants and leaseholders to tell us about repairs that are needed to our properties. General repairs can be reported to the Customer Services team in one of four ways:
By calling us on Freephone 0800 195 5552 or from your mobile on 020 8915 2000 (call charges may vary depending on your network).
Via INTERFINDER this is a series of headings and diagrams that will assist you in identifying the repair you wish to report. Please use the link under the heading 'How Do I?' (on the left hand side) to log your repair on line. Confirmation of your order will be acknowledged to your e-mail address.
By emailing customerservices@suttonhousingpartnership.org.uk|
By calling into our reception at Sutton Gate, 1 Carshalton Road, Sutton, Surrey. SM1 4LE
Out of hours emergency repairs should be reported to our emergency repairs service on 0208 770 5000 and an operative will be dispatched to make safe the situation. All enquiries that relate to faulty gas fires, faulty gas fired central heating or gas fired water heating should be made directly to our gas contractor Smith and Byford. This can be done by calling them on Freephone 0800 389 0867.
If you smell gas you should
Turn the gas off at the mains
Open doors and windows to get rid of the fumes
You should call TRANSCO on Freephone 0800 111 999 (24 Hours)
You should not
Turn electric switches on or off
Use a naked flame
Appointments to suit you
When you report a repair we will book an appointment for the contractor to carry out your repair.
We offer appointments for the following times: Monday to Friday from 8am -10am, 10am- 12noon, 12noon- 3pm and 3pm-5pm. If you are busy during the day we offer early evening appointments on Tuesday and Thursday from 5pm-7pm or on Saturdays from 8am-10am and 10am-12noon.
Please advise when you contact us what appointment slot you would prefer.
How long should you wait for a repair to be carried out?
All repairs are grouped into categories and are given target times. The length of time will depend on how urgent the repair is and our service standards that are in force at the time. Listed below are the types of repair and the response times we work to. All orders will be placed into one of the following response time categories:
Priority Period of Repair
A – To go to the premises and make safe, or finish, the repairs within 3 hours.
B – To go to the premises and make safe, or finish, the repairs within 24 hours.
C – To go to the premises and finish the repairs within five working days.
D – To go to the premises and finish the repairs within twenty working days.
We carry out all other non-urgent repairs outside the response times listed above. The repair response times are the maximum time periods for the work we will carry out when it is ordered during normal working hours. In the higher priority A and B categories, it may only be possible to deal with and, if appropriate, ‘make safe’ a fault rather than finish a repair because materials needed may have to be ordered or made. The repair response time for C and D categories is based on the repair period starting from the date of the repair order being placed with the contractor. We can only meet these response times if we have access to the property. If programmes of work cover repairs that you have asked for, or if we need to order custom – made items, the response times may not apply. For certain repairs to the outside of a property, the response times will depend on the weather conditions and may need to be extended. If you are not happy with the response time to your repair you should contact our Customer Services team.
Right to Repair
The Right to Repair| Scheme was introduced by the Government to make sure that certain small repairs (up to the value of £250), which are likely to affect the health, safety or security of the tenant, are finished within certain timescale's. If we do not finish the repair within the timescale, you can ask us to get another contractor. If they also fail to finish the work within the timescale, you can claim for compensation.