Both you and Radcliffe have a responsibility to maintain your home and to carry out repairs.
Help Us Help You
Please give us as much information as you can about the problem when it is reported, as this will make a big difference in how we can respond to your repair.
- If it has been caused by an accident or through deliberate damage you should tell us as the cost may be chargeable to you
- Give us access and arrange appointments at convenient times during the working week. Make sure that you or a responsible person are present at the agreed time and tell us without delay if for any reason you cannot keep the appointment.
- Our contractors will as far as possible try and fit in with your work and family arrangements;
- Clear out cupboards or move personal items so that contractors can carry out the work
- Keep pets and children out of the way while work is being carried out to avoid the risk of accident or injury.
9.30am – 5.00pm, Monday – Friday, repairs should be reported by calling 01732 459144. Outside those hours, emergency details can be found here.
What Can I Expect?
In most cases our contractor will contact you by phone to make an appointment. We have properties in many areas and so the contractor will try to arrange jobs in one area on the same day.
If work cannot be completed on the same day, or is more complicated than first thought, a return visit may be necessary which the contractor will arrange with you.
You are responsible for day-to-day repairs in your home and keeping your home and garden in a clean and tidy condition.
If you or anyone visiting your home has caused a repair, either deliberately or accidentally, and we come out and fix it, we will charge you. We will also charge you if your miss an appointment.
Your repair responsibilities are as follows:
- Accidental or malicious damage, by you, your family or visitors in your home or shared areas
- Adjustment of doors for carpets or other flooring
- Bleeding radiators
- Boiler controls – maintaining water pressure in your system
- Batteries in smoke/heat/carbon monoxide detectors, door bells
- Bath panels
- Blockages to sinks, washbasins, baths, toilets – except customers living in flats, where shared drainage is blocked
- Clothes lines and posts – except communal areas
- Condensation/mould prevention
- Damage due to forced entry, including by the emergency services
- Decorating – internal to individual homes
- Door numbers and nameplates, door bells, chains, letter plates and boxes
- Door stops
- Draught proofing
- Glazing – accidental breakage and vandalism
- Home improvements you have made, including extensions
- Individual appliances that you own i.e. cookers, washing machines
- Internal doors and handles, hinges and cupboard catches
- Keys – replacement for damaged, lost or stolen keys and fobs and associated lock changes
- Light bulbs, fluorescent tubes and starters, except communal lighting
- Pest control – except communal areas
- Plaster repairs – minor patching and cracking to walls and ceilings
- Plugs and chains to sinks, baths and washbasins
- Resetting the trip switch at the fuse board and carrying out appliance tests if there is a power cut
- Shower heads and hoses, shower rails and shower curtains
- Toilet seats and covers including replacement
- TV aerials and satellites dishes – except communal areas
This list is provided as an indication and is not exhaustive.
You must ensure you have home contents insurance to protect your personal belongings in case of accidental damage.
When Will The Job Be Done?
All repairs are given a priority so that the most urgent work is dealt with first. Please see the examples below of the type of work that fits each category.
Emergency: 12 hours / same day
A defect that puts the health, safety or security of people at immediate risk, or that affects the structure of the building adversely.
- Total loss of water or burst water main;
- Flooding or storm damage (make safe only during storm if possible)
- Loss of electricity, major supply fault or unsafe fittings (only if not responsibility of the electricity supplier)
- Breaches of security to outside doors & windows (boarding up only – not provision of new windows or doors)
- Total loss of gas supply (unless it is Transco’s responsibility)
- Blocked mains drains if affecting more than one property (not blocked toilets)
- No heating/hot water for elderly or vulnerable tenants between 31 October – 1 May)
- Lift failure
- Fire Damage (secure property only)
Urgent: 7 working days from the date the order is placed
All jobs that need dealing with but that do not need immediate attention:
- Minor plumbing leaks or defects such as an overflow or cistern;
- Heating & hot water faults or breakdown;
- Minor electrical faults
- Roof leaks
- Defective floors, stair treads, hand rails or bannisters (communal areas)
Routine: 28 days from the date the order is placed
A defect that can be deferred without serious discomfort, inconvenience, nuisance or long-term deterioration of buildings:
- Repairs to doors, windows and floors;
- General joinery
- Repairs to walls, brickwork and slates or tiles
- Repairs or clearing of gutters and downpipes
- Repairs to kitchen fittings (but not re-securing cupboard doors)
- Repairs to plasterwork which are not settlement cracks or can be fixed by decoration
- Dripping or leaking taps or showers units
- Other minor plumbing repairs
- Repairs to tiling
- Easing front doors or windows
- Other minor day-to-day repairs or replacements
After The Work Is Done
We want to make sure that our contractors are carrying out work to a good standard. You will receive a text from Radcliffe letting you know the date by which the job must be done. Once the job is completed you will receive a further text asking you for feedback. We value your comments and would encourage you to respond to these texts so that we can monitor our contractors.
There are some very simple steps that you can take such as oiling door locks, descaling shower heads and keeping waste pipes clear.