Repairs

Last modified 29/01/10 at 14:47

How do I report a repair?

Our repairs service operates 24 hours a day, 7 days a week, 365 days a year.

You can report repairs to us by:-

Tel (freephone): 0800 694 0165
Tel (landline): 01603 703 500

Email: please click here to open a new window which will allow you to send us an email. Please remember to include your name, address, telephone number, details of your repair and times of day when it is best to get in touch with you.

Online: by clicking here. This will direct you to our diagnosis tool which will help you to report your repair accurately to us.

Text Messaging: You can text us on: 07624 804159. Please include the first line of your address and postcode are included in the text message together with a brief description of the problem eg dripping kitchen tap

In person: at our offices during normal opening hours (08:30 - 17:00). Visit us at:
Wherry Housing Association
6 Central Avenue
St Andrews Business Park
Norwich NR7 0HR

How do I report out of hours emergency repairs?

You can report emergency repairs to us by:-

Tel (freephone): 0800 694 0165
Tel (landline): 01603 703 500

between the hours of 5pm - 8:30am and on bank holidays and weekends these numbers will take you through to our out of hours service provider. They will send a contractor to visit you to make safe any fault in your home that is an immediate danger to any person, or to the fabric of the building. We will investigate other repairs and book them in the following working day

You can use our other methods of contact, below, to report an emergency repair but they will not be picked up until the next working day. If you are reporting an emergency repair over a weekend you are advised to telephone us on the numbers above.

Email: please click here to open a new window which will allow you to send us an email. Please remember to include your name, address, telephone number, details of your repair and times of day when it is best to get in touch with you.

Online: by clicking here. This will direct you to our diagnosis tool which will help you to report your repair accurately to us.

Repairs Wherry is responsible for

As your landlord we must make sure that your home is structurally sound and weathertight, and that you are provided with hot water and a means to keep your home warm.

The type of repairs that we will carry out include repairs to:

• heating and hot water;
• electrical wiring, sockets and light fittings;
• plumbing;
• roofs, outside walls, windows and doors;
• drains and gutters;
• inside walls, floors, ceilings and doors;
• kitchen units; and
• baths, basins and toilets.

Repairs you are responsible for

You are responsible for carrying out any repairs that are caused by accidental damage, misuse or neglect. This includes any damage caused by friends and visitors to your home.

There are different rules if you live in supported or sheltered housing - please talk to your staff worker for more information.

You are also responsible for:

• decorations inside;
• replacing light bulbs;
• broken windows;
• door handles and latches inside;
• replacing keys and locks if you have lost your key or it has broken in the lock;
• clearing blockages to sinks and basins if you have caused the blockage; and
• TV aerials (unless you have a shared aerial we have provided), phone lines, satellite and cable TV, and broadband.
  

If we have to lift any laminate flooring that you have fitted to carry out repairs, you are responsible for refitting it. We cannot be held responsible for any costs you may have to pay for re-laying or replacing this type of flooring.

Repairs we can charge you for

We will charge you if we have to carry out a repair to your home that you are responsible for. You will generally need to pay before we carry out the work and we will charge you the full cost of the repair plus an administration fee and VAT.

An adviser will give you more details if this applies.

Are you happy with your repair?

We recognise that sometimes things go wrong. If you are not happy with your repair, please contact us. We can arrange for one of our surveyors to post-inspect the repair.

Tel (freephone): 0800 694 0165
Tel (landline): 01603 703 500

Email: please click here to open a new window which will allow you to send us an email. Please remember to include your name, address, telephone number, details of your repair and times of day when it is best to get in touch with you.

In person: at our offices during normal opening hours (08:30 - 17:00). Visit us at:
Wherry Housing Association
6 Central Avenue
St Andrews Business Park
Norwich NR7 0HR