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REPORTING REPAIR NEEDS

Repair needs can be reported to the SHAC Services Centre on 0845 074 3431.

They can also be reported to your Buildings Supervisor who will inspect and, depending on the circumstances and what needs to be done, may be able to resolve the matter there and then.   Otherwise the Building Supervisor will report the repair need to us and an order will be placed with a contractor.
Reporting Repair Needs to the SHAC Services Centre

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 the  Building Supervisor 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 (See below)
   

WHEN WORK IS BEING 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.   In shared accommodation the Association will arrange for this to be done.
• Repair workers may need you, or another responsible adult, to be in the home while they work as 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.
• If you live in a shared house or flat we do not need your permission to access any of the shared areas (living room, kitchen, bathroom and toilet) to carry out repairs, although where practicable and possible we will give you advance notice of when the repairs will be carried out.  However, if you wish us to carry out work in your private bedroom in your absence we will need your express permission to do so.
• You need to make sure that the repair workers can get on with their work safely. In family accommodation 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.
  If an emergency arises outside normal working hours you should phone our out of hours response team at Fold Telecare - Contact Number: 0800 731 3081. This number should only be used when there is a genuine emergency, which we define as repairs needed to:
• remove immediate danger to people,
• avoid flooding or major damage to the property
• make a property secure
• restore total loss of heating in winter
   

We aim to respond within 24 hours and work will  be done to make the situation safe.  We will let you know when we will call to carry out the follow up work.

You can call us about emergencies at any time of day or night but if we find you have knowingly exaggerated the situation we will charge you.
 

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