Oaklee Housing Association / Repairs Enquiries
Reporting repairs
Before you call
- Look up the problem on one of the repairs sections. See Types of repairs.
When you call, let us know
- your name, address, postcode, and a contact phone number;
- details of the item that needs repairing; and
- when a repair worker can come to do the work.
We will assess the repair
- We will tell you if it is your responsibility to arrange the repair.
- If it is our responsibility, we will place an order with a local contractor, or a Maintenance Officer will contact you to discuss what needs to be done.
We will confirm the repair and give you
- a target date by which the repair should be finished;
- the name of the contractor who will do the work; and
- the job reference number. This will also appear on the repair worker's works order.
Our contractor will contact you
Our repairs contractor will phone you to agree when they will come to carry out the repair. If it is an emergency they will tell you how soon they will be at your home. For all other repairs they will try to agree a morning or afternoon on a specific date (Monday to Friday only). Please make sure we have your correct phone number.
When you report a repair
- We may need to phone you or visit your home before ordering any repairs so we can assess exactly what work needs to be done.
- We will make a charge if you knowingly exaggerate the urgency of the problem to get a quicker (emergency) response.
- At weekends, on public holidays and after 5pm on weekdays we will only send out a repair worker if it is an emergency.
When work is going to be done in your home
- The contractor will tell you if you need to move or protect any furniture, or if you need to lift any floor covering (carpets, laminate). You should do this before the repair worker arrives, but let us know if you are having difficulties arranging this.
- Repair workers need you, or another responsible adult, to be in the home while they work. They may need to discuss with you any problems that arise. We insist that repair workers must not work in homes where the only person(s) at home are under 16 years old.
- You need to make sure that the repair workers can get on with their work safely. You must keep any pets out of the way, and keep your children under control. Repair workers can refuse to work if they feel that their health or safety, or yours, is at risk.
- In very bad weather we will always make things safe but repair workers may not be able to carry out a full repair. This is for their own safety.
