Home | Residents | Maintenance
Report a repair
Keeping your home safe, comfortable and well-maintained.
How to report a repair
You will need to tell us about any repairs that we are responsible for as soon as possible after you notice a problem. We are not responsible for repairs unless we are aware of them and the fault may become worse if it is not dealt with promptly. You can report repairs via the following ways:
Telephone: Monday to Friday between the hours of 9am to 5pm 0208 800 9606 and then select the repairs reporting option.
Email: repairs@ids.org.uk – please provide a brief description and attached any photos if you can to assist us
Out-of-hours emergency repairs: Please call 020 8800 9606 (Option 1) and you will be transferred to our out-of-hours team
Online: You can use the Resident portal
Book an appointment at your Estate Office
Central heating repairs: For any central heating or boiler issues, please contact our contractor, Oakray directly on 020 8370 4707. Oakray will attend any heating and/or hot water breakdown within 24 hours of being called out, or within 4 hours if it’s an emergency. This number can be reached 24 hours a day, 365 days a year. For any out-of-office emergencies, please call our main telephone number, 020 8800 9606 (Option 1), and you will be transferred to our out-of-hours team.
Evelyn Court residents can report repairs to EVO: You can contact EVO on their app, by calling 020 8691 923 or email living@evo-pm.com
In certain cases, it may be necessary to inspect the defect before issuing a repair order. Our contractors will contact you to arrange an appointment, this should happen within 2 working days following our issuing of a works order. You must allow us and our contractors reasonable access to inspect and carry out the repair.
How long does it take to carry out repairs?
We will try to get all repairs done as quickly as possible. If you do not receive a response within the target response time, and you have not been told why, please contact your Estate Manager.
Target response times
The list below shows targets set for staff and contractors to deal with repairs reported by residents:
Out-of-hours emergency repairs: 4 hours
Emergency repairs: 24 hours
Urgent repairs: 7 days
Non-urgent repairs: 21 days
Programmed works: (already included within a programme)
Your responsibility as a resident
It is your responsibility to clear the area of work for the contractor to carry out the repair, if the contractor has to move furniture or personal belongings it will be at your own risk. We or our contractor will be unable to take responsibility for any damage caused in such circumstances.
If your repair request is for a repair for which IDS is not responsible, then our repairs team will inform you of this. You may have the option to pay us to arrange such repairs for you.
What repairs are Resident's responsible for?
You are responsible for minor jobs such as:
- Changing fuses
- Clearing blocked sinks and protecting against frost in cold weather
- Internal decorations
- You are expected to familiarise yourself with the location operation of valves and fuses etc to shut off supplies in the event of an emergency for water, gas and electricity and report to us if any of these are faulty. Please contact us if you need help in locating these.
As a resident, you are responsible for repairing any damage caused by you, your family and guests which is beyond usual wear and tear.
Here is a full list of repairs residents are responsible for:
External areas
| Area/Location description | Exceptions |
|---|---|
| Outbuildings & sheds | Unless integral part of IDS property |
| Resident trees | IDS will consider remedial works if adjacent properties are being affected |
| Gardens/patios | Unless Communal |
| Individual rear patios | Unless confirmed as a H&S risk |
| Satellite dishes | Unless IDS communal satellite |
| Washing lines/other garden fixtures & fittings | Unless communal facility |
Doors
| Area/Location description | Exceptions |
|---|---|
| Adding extra security e.g. fitting mortice locks | |
| Front entrance door key (lost or stolen) may include lock replacement | Unless elderly/vulnerable resident |
| Internal door draught excluders | |
| Internal doors locks/handles |
Electrics
| Area/Location description | Exceptions |
|---|---|
| Electric meters | Residents’ electricity provider |
| Replacing light bulbs/fluorescent tubes/electrical plugs/fuses/batteries in smoke alarms | Unless elderly or vulnerable resident |
Flooring
| Area/Location description | Exceptions |
|---|---|
| Flooring installed by resident | |
| Other flooring | Only vinyl polysafe installed within bathroom and kitchen would be IDS’s responsibility |
Pest control
| Area/Location description | Exceptions |
|---|---|
| Minor pest control issues |
What repairs are IDS responsible for?
External areas
| Area/Location description | Exceptions |
|---|---|
| External areas | Only walls & fences that belong to IDS |
| CCTV installations | Only IDS owned installations |
| Chimney/flue repairs | |
| Damage to Front entrance doors following forced entry by Police/emergency services/IDS | Crime reference number must be obtained by resident prior to remedial works |
| Keeping structure of property in good state of repair – e.g. brickwork/roof/windows/doors/door frames/drains/gutters | |
| Installations for water/gas/electric supplies | |
| Garages | |
| Glazing and frames to windows/doors | |
| Resident balconies | |
| Boundary walls/fences | If owned by IDS |
| Aerials | Only if installed by IDS |
| Individual property external lighting | Only if installed by IDS |
| Individual property front paths/patios | Only if causing a H&S risk |
| Individual property fences/gates | |
| Painting of external/communal areas | As per IDS planned/cyclical programme/s |
| Broken windows | If criminal act resident provides crime reference number for insurance purposes |
Internal areas
| Area/Location description | Exceptions |
|---|---|
| Maintenance of gas/water/ electrics | |
| Floors/ceilings/plasterwork/doors/frame & skirting boards | |
| Making good of plasterwork or damaged decorations caused by IDS | |
| Curtain batons | |
| Light fittings | |
| Plastering | Only if not superficial cracking |
| Smoke and carbon monoxide detectors | Batteries to be replaced by resident |
| Stairs/bannisters/balusters | |
| Bathroom | |
| Bathroom panels | Unless fitted by a resident or tiled over by a resident |
| Bath/sink/taps/leaks | Unless fitted by resident, this will be recorded on IDS system |
| Sanitary items – Chains & plugs | |
| Shower screens | Unless fitted by resident |
| Showers (including electric) wet rooms inc. base, head, and hose | If fitted by IDS |
| Wall/floor tiles | Unless fitted by resident |
| Toilets and cisterns | Unless renewed by resident and non-standard |
| Heating/hot water | |
| Boiler repairs | |
| Boiler servicing | |
| Cold water storage tank | |
| Hot water heaters | |
| Immersion heaters | |
| Radiators | |
| Unvented cylinders | NB Direct from mains supply |
| Cooker hoods | Only if installed by IDS |
| Kitchen units/hinges/catches/handles/doors | If installed by IDS – matching adjacent units if possible |
| Wall tiling | Unless fitted by resident |
| Worktops | |
| Communal Aerials | |
| Balconies | |
| Bins | |
| Doors/locks/handles/glazing | |
| Entrance gates/locks | |
| Fobs & keys | There will be a charge for replacement |
| Gardens | |
| Communal/district hot water/heating/lighting | |
| Communal smoke/fire/carbon monoxide detectors | |
| Soil stack/waste pipes/ventilation systems | |
| Stairs/Bannisters | |
| Communal washing/rotary lines |
Internal ventilation
| Area/Location description | Exceptions |
|---|---|
| Condensation/ damp /mould | Consideration/advise re: tenants management of heating/ventilation/moisture control |
| Dampness caused by building defects e.g. rising dampness | |
| Individual ventilation systems e.g. MVHR |
Doors
| Area/Location description | Exceptions |
|---|---|
| Doorbells | Unless resident’s installation |
| FED locks/handles/draught excluders | |
| Internal door glazing | |
| Window/door & sill leaks | |
| Internal fire doors/locks/handles | |
| Switches and sockets | |
| Internal wiring and boards |
Flooring
| Area/Location description | Exceptions |
|---|---|
| Floorboards | |
| Flooring in kitchen and bathroom | Standard safety flooring only |
| Plumbing leaks | |
| Roof/roof gardens/guttering | |
| Waste & drainage leaks e.g. stack pipes and sewers | |
| Waste blockages e.g. blocked sinks/toilets/baths | Only after resident has attempted to resolve or if caused by communal pipework |
Pest control
| Area/Location description | Exceptions |
|---|---|
| Major pest infestations in individual homes | |
| Pest infestations in communal or multiple dwellings |
Rechargeable repairs
If damage to your home is caused by your misuse, you will be charged for the repairs. Payment is usually required in advance unless it’s an emergency.
DIY repair videos
Many of us experience small repair problems from time-to-time. Hackney Council has produced a series of ‘You can do it!’ instructional videos providing you with simple tips on how to carry out minor DIY jobs in your home. You might find these videos helpful: