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Repairs |
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 service is delivered.
The Repairs and Maintenance department 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.
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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. |
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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 three ways
Freephone 0800 195 5552,
by emailing customerservices@suttonhousingpartnership.org.uk,
or by calling into reception at our offices at: Sutton Gate, 1 Carshalton Road, Sutton, Surrey.
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 which relate faulty gas fired central heating or gas fired water heating should be made direct to our gas contractor Smith and Byford.
This can be done by calling them on free phone 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 not:
Turn electric switches on or off
Use a naked flame
You should call TRANSCO on free phone 0800 111 999 (24 Hours) |
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Appointment 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
8.00am -10.00am
10.00am- 12 noon
12noon- 15.00pm
15.00pm-17.00pm
If you are busy during the day we offer early evening appointments
on
Tuesday and Thursday
17.00pm-19.00pm
or on Saturday from
08.00am-10.00am
10.00am-12noon.
Please advise when you call when you would prefer to have you appointment.
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How Long Should You Wait For a Repair to be Carried Out?
All repairs are grouped into categories and gives target times the length of time will depend on how urgent the repair is and our service standards in force at the time. Listed below are the types of repair and the response time we work to.
Priority times
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 three 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 programme's of work cover repairs that you have asked for, or if we need to order custom – made items, the response times will 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 Customer Services. |
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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. |
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