Our department at East Hanney deals with all repair and maintenance issues which may arise with our properties.
Repairs can be reported by phone, personal visit, post, fax, email or online
You should look up the repair in your Repairs Handbook (every tenant should have received a copy of this). This explains what information needs to be reported to allow us to deal with the request efficiently.
You should also tell our staff:
The repair is entered onto our computer by one of our Property Care Advisors. If the repair sounds fairly straightforward the order is immediately placed with our workforce.
If more information is required, or the repair sounds as though it will have major implications, one of the Maintenance Surveyors is notified. They will then visit the property and assess the problem.
If the repair is classified as priority 3-5 (routine or planned work) we will try to contact you to arrange an appointment. You can arrange whether you want a morning or afternoon to suit you.
After the job has been assessed by a surveyor or given to our workforce, a Repairs Request Receipt is sent out for all non-urgent repairs. This:
A member workforce or contractor will call on you and carry out the work. If you are not at home, they will leave a card informing you that they have called. You should return this card, stating which days you are available for them to call again. If possible they will then return on the date you have suggested.
You should return the pre-paid satisfaction card which was included with the Repairs Request Receipt. This helps our staff monitor how satisfied our tenants are with the standard of repairs done. If people are dissatisfied with the service they receive from any of our contractors, their complaints will be looked into. If a contractor continues to provide a poor service it may result in us deciding to stop using that contractor.
We aim to attend to all emergency repairs within 24 hours after they are reported. These are repairs which could affect tenants' safety, security or health, or cause serious structural damage to the property.
Emergency repairs should be reported to our staff in the normal way if they occur during working hours. If they occur out of hours tenants should use our emergency number (0845 450 8244).
The Association is responsible for insuring the structure of each of its properties. However it is your responsibility to take out contents insurance.
You can get contents insurance through any insurance broker. Alternatively we have our own contents insurance scheme arranged through Royal and Sun Alliance. Our leaflet "Home Contents Insurance - Just for You" is available on request. For more information contact Jon Joyce on 01235 536001.
The "Handy Hints" section of our Repairs Handbook contains advice about how to look after your home and carry out small repairs yourself.
Every police station has a Crime Prevention Officer who can give advice on home security.
Contact: Thames Valley Police on 08458 505 505
A Fire Safety Officer will be able to help with advice about fire prevention.
Contact Oxfordshire Fire and Rescue on 01865 842999. More information is also available from the County Council's website: www.oxfordshire.gov.uk
For Advice on Saving Money on Energy Costs
Energy efficiency advice can be found in the Repairs Handbook, our Moving In leaflet which is provided to all new tenants and our leaflet Energy Saving Advice which is available in our offices. You can also get energy advice by contacting your gas and electricity suppliers.
For help with using your heating more effectively please contact our Services Department on 01235 548600.