Property Repairs

Introduction

Our Repairs are carried out by Property Services, our in-house maintenance team who consistently achieve excellent levels of job completion and customer satisfaction.

We also carry out works for other organisations and can offer a competitive, reliable service for void property and responsive repairs and gas servicing.

Reporting a Repair

As a Moorlands housing customer you can expect a prompt, efficient service when repairs are needed in your home.
Your tenancy agreement gives full details about our obligations for home repairs and further details are available in your Tenants Handbook.

You can report a repair;

• On our Freephone Repairs Hotline 0800 169 5554.
• In person at our main reception at Eaton House, Buxton Road, Leek.
• To your Community Visitor or Rent Collector.
• Via our online form which can be found at the bottom of this page.

When you contact us, please give us the following details;

• Your name, address and telephone number.
• Details of the problem.
• How and when we can gain access to your home.
• Details of any special needs.

Repairs Response Time

If you report a repair you will be allocated one of four target times;

4 Hour Target Time

This will be assigned to repairs such as;

• Burst/Flooding within property
• Servere storm damage
• Loose roof tiles deemed dangerous
• Unsafe electrical fittings
• Breaches of security
• Gas leak
• Blocked flue
• Blocked main drains, soil pipe or sole wc
• Total loss of heating/hot water for elderly or vulnerable tenants during period 31st October – 1st May
• Fire Damage
• Offensive or racist graffiti
• Any defect that presents itself as being a Health and Safety or security risk to the tenant

Emergency Repair – response time 24 hours

• Any major electrical fault
• Burst pipes
• Blocked or leaking drain
• Insecure windows, doors or locks
• Total loss of heating and hot water during the winter months
• Any other repair likely to cause injury or loss of life

Urgent Repair – response time 7 days

• Partial loss of water supply
• Partial loss of electric power
• Central heating problems
• Blocked sink, bath, basin
• Faulty tap
• Loose banister

15 Day Target Time;

This will be assigned to repairs such as;

• Badly dripping taps/overflows
• Badly leaking guttering/ downspouts
• Easing of door handles
• Easing of window handles
• Repairing kitchen fittings – cupboards/drawers etc
• Sealing in of bathroom fittings – baths/whb’s etc

Routine Repair – response time 28 days

• Minor plumbing repairs
• Joinery work
• Rainwater and guttering repairs
• Plastering
• Repairs to fitting

Tenants Responsibilities

Although we carry out the majority of repairs to your home, as a tenant you will be responsible for;

• Internal decoration.
• Replacement of light bulbs and fuses.
• Replacement of lost keys.
• Glazing.
• Problems with pest control.
• Anything which belongs to you.
• Damage caused by you or any person living in or visiting the property.
• Contents Insurance.

In a few cases, we are called out to inspect repairs which are not caused through reasonable wear and tear, but where damage has been caused by the tenants or their family or friends. In such cases the inspectors may decide (as stated in the terms and conditions of your tenancy agreement) that the repair is the responsibility of the tenant. The tenant will then be given 28 days to complete the repair or, after this time has elapsed, our repairs team will carry out the work and the full cost will be recharged.

Customer Satisfaction

When you report a repair you will be sent a copy of the works order which includes a customer satisfaction survey. Please complete and return the slip when your work has been completed. Your views are important to us, they help us to develop and improve our services to meet the needs of our customers.

If you do wish to comment about any aspect of our repairs service, you can fill in a leaflet available from our customer services team on 01538 380600.

Emergency Out of Hours Service

Moorlands Housing provides an out of hours emergency service for repairs to our properties that would cause damage or danger to persons or property.

This service is available 24 hours a day, 7 days a week by telephoning
0845 053 1333.

This number should only be used in the case of an emergency (see Repair Response Times). Please remember that the out of hours service is expensive to run and Moorlands Housing will charge for any inappropriate use.

Online repair request form