Repairs and planned maintenance
Repairs and planned maintenance are an essential part of the effective management of our properties.
We have a responsibility to carry out certain repairs within specific timescales, full details of which are given in the repairs section of your handbook or in our responsive repairs policy. Not all repairs are our responsibility and tenants are responsible for some items such as replacing light bulbs, toilet seats, etc.
Target times for Repairs
There are three categories of repair:
- Emergency (within 24 hours)
An emergency repair is one which is likely to be a danger to health or life, or which could immediately affect the safety of the building or cause further damage.
- Urgent (within 2 working days)
Urgent repairs are faults causing considerable inconvenience or risk, such as roof leaks where there is no danger of flooding, electrical repairs (other than emergency) repairs to any defective electrical fittings that could be potentially unsafe, no hot water supply, repairs to central heating.
- Routine (within 20 working days)
These are all other repairs which we have a responsibility to carry out.
Either our contractor or one of our staff will contact you to arrange a convenient time (morning or afternoon) to call to inspect or do the repair.
Please keep the appointment so the repair can be done as soon as possible. A repair will cost more if the contractor has to call again.
You can report a repair by:
• Telephone on 020 7385 2110
• In person by visiting the offices
• In writing
By email to info@stoll.org.uk
If you have an emergency repair out of hours, i.e. after 5pm and before 9am weekdays and all day at weekends, we have an Out of Hours Service that will deal with any emergency repair on our behalf. They are Pinnacle Home Care and can be contacted on 020 7540 9804. Details of what types of repair are classed as emergency repairs can be found in our responsive repairs policy.
Aids & Adaptations
We want all of our residents to enjoy the comfort of their own home and maintain as much independence as possible.
If you or a member of your family is finding it difficult to get into your home, move about freely inside or carry out daily tasks such as cooking or washing we may be able to offer help.
If you have a disability or are recovering from a hospital stay, we may be able to fit aids and adaptations in your home which will allow you to remain independent. It might be something fairly minor, such as a fitting a handrail, or it could be a major adaptation. We will ask for confirmation of the adaptation needs from an occupational therapist. The Local Authority is able to provide assessments free of charge and if the work is agreed we will prioritise claims according to need and urgency.
If you think this service may benefit you, please call contact your Support Officer or the office for further details.
Gas Inspections
As your landlord we must ensure that all gas appliances, fittings and flues that we own and you use are safe.
The law states that we need to arrange a safety check on each gas appliance and flue every 12 months. This gas inspection must be carried out by a gas installer registered on the Gas Safe Register. We appoint a contractor to undertake these inspections on our behalf who will contact you directly to arrange appointment before the inspection is due.
Planned Maintenance
We have an ongoing programme of investment in our properties and communal areas to carry out works such as new kitchens and bathrooms, replacement heating, hot water and electrical systems, lift refurbishments and other major works.