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You will need to tell us about any repairs that we are responsible for as soon as possible after you notice a problem.
It is worth knowing where the main fuses and water stopcocks are in your flat before there is an emergency. The Estate Manager or Sheltered Scheme Manager would be pleased to give you any advice you may need.
If you have a burst pipe, turn off the stop valve and open the taps to reduce the amount of water in the system. If the water has flooded through a light fitting, do not turn the light on until it has been checked.
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We are not responsible for repairs unless we are aware of them and the fault may become worse if it is not dealt with properly.
Report repairs to your Estate Manager or Sheltered Scheme Manager either by telephone or in person.
Please make sure that you give your name, address and telephone number and when you will be at home. It may be necessary to inspect the defect before issuing a repair order. You will be given a copy of the order which will include details of when the work should be completed. You should allow IDS and its contractors reasonable access to inspect and carry out the repair.
Out-of-hours emergency repairs
Emergency repairs should be reported directly to our out-of-hours contractor 0705 005 3807 (other contact numbers) The service operates out of normal working and caretaker hours.
How long does it take to carry out repairs?
We will try to get all repairs done as quickly as possible. The list below shows targets set for staff and contractors to deal with repairs reported by tenants.
If you do not receive a response within the target response time, and you have not been told why, please contact your Estate Manager or Sheltered Scheme Manager again.
Target response times
Out-of-hours emergency repairs: 2 hours
Emergency repairs: 24 hours
Urgent repairs: 7 days
Non-urgent repairs: 21 days
Programmed works: (already included within a programme)
Emergency repairs (including out-of-hours service) 24 hours
No hot water
No central heating
Glazing (boarding up only)
Blocked soil/waste stack, toilets
Leaks to plumbing, overflow pipes (where the leak cannot be contained)
Electrical failure (excluding fuses)
Damaged flat entrance door, frame, lock (where the door cannot be locked)
Communal areas, electrical faults, lights, floor coverings
Lifts
Play equipment
Door entrance systems
Making safe external doors
NB The out-of-hours emergency repair service will only make safe. The repair will then be undertaken on the next working day.
Urgent 7 days
Glazing, if window was boarded up
Repairs to internal doors
Wall and floor tiles
Taps
Doors and drawers to units
Items that were made safe as an emergency repair
Non-urgent- 21 days
Replacement of baths, wash basins, WC pans
Sink top and base units
Base units, wall units and work tops
Programmed works
Programmed works will include all works of a regular maintenance nature. These may be the annual cleaning of drains, service of showers, etc, and not repair requests raised by tenants unless requests are already part of a programme.
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