Cosmopolitan Housing Association : Tenant zone : Tenant Zone

Tenant zone : Tenant Zone : Repairs

The Association guarantees to provide a 24 hour a day, 356 days a year repair service. All repairs reported between 8.00 am and 8.00 pm Monday to Friday and 9.30 am to 1.00 pm on Saturday will be dealt with by KHT Services Customer Contact Centre,

were tenants will be offered an appointment for non emergency repairs.

Reporting a Repair

You can report repairs in the following ways:

By telephone 0808 100 2578, this is a free phone number available from 8.00 am - 8.00 pm, Monday-Friday and 9.30 am to 1.00 pm on Saturday.
In person at any Cosmopolitan Housing Association office
By letter
You can report repairs using this web site. Click the 'report a repair' button on the menu on the left of this page.

Vulnerable Tenants

Where the Association knows you are vulverable repairs response times can be enhanced. Details of this are available in the Association's vulnerable tenant's policy.

Out of Hours Repairs

The Association will provide an out of hour's service between the hours of 8.00 pm and 8.00 am, Monday to Friday and 1.00 pm on Saturday to 8.00 am on Monday. This service is available to tenants requiring emergency repair to their properties.

Priority Repairs

In order to provide an efficient, cost effective and need based repairs service, we will prioritise work into four categories:

Emergency Works

Repond within 2 hours - Completion within 24 hours

Leaking roof
Dangerous structures e.g. ceiling or brickwork
Blocked or backed up drains
No electricity
Gas leaks and fumes from flues
Fencing and external hazards
Access is locked out
Repairs to front door and access level windows to secure property
Responding to and making safe repairs caused by harassment (racial, domestic violence or other)

Urgent Works

Completion within 7 calendar days:

Minor roof repairs
Repairs resulting from electrical faults
Minor plumbing repairs
Minor repair to central heating systems
General repairs to front entrance door locks
Glazing repair where security or danger involved
Staircase lighting
Repairs to staircases

Routine Work

Completion within 28 calander days:

Major roof repair
Blocked gutters
Repairs to gutters and downspouts
General joinery
Internal floor screeds
Plastering works
Replacement of sanitary wear
Brick work and painting

Planned Work

Cyclical decoration
Adaptations
Fence/gate repairs
Kitchen replacements
Bathroom replacement
Boiler replacements

When a repair falls into the planned work category the Association will advise tenants wne it anticipates the work to be carried out. This may not be in categories 1,2, or 3 but as part of the larger planned programme of works.

Repairs for which tenants are responsible

The following repairs will be the responsibility of tenants with the exception of those considered vulnerable:

Tap washers
Light bulbs
TV aerials (where no service charge paid)
Repairs caused by tenant damage. (re-chargable)
Internal decoration
Toilet seats
Baths and sink plugs

In certain circumstances the Association may carry out the above repairs and recharge tenants for the cost of repair/replacement.

Inspections

It will be necessary for some repairs to carry out an inspection prior to the contractor commencing the work. If this is the case the Association will advise the tenant when the repair is reported.

Appointments

The Association will offer the tenants the opportunity to have the repair carried out by appointment
The Association in certain circumstances will charge the tenant Ł15 if they fail to keep a pre-arranged appointment.
The Association will attempt to contact you prior to your appointment to confirm the date and time
If the Association misses an appointment without notification the tenant, tenants will be entitled to compensation of Ł15

Right to Repair

If the Association fails to carry out certain repairs, you can ask us to use another contractor. If the Association still fails to carry out the work, tenants are eligable for compensation. This equates to a one off payment of Ł10 then Ł2 for each day the work remains incomplete, to a maximum value of Ł50.

© Cosmopolitan Housing Association - Exempt Charity under Charities Act 1960 and 1992
Registered with the Housing Corporation (LH1298) and the F.S.A. (19012R) a charitable Industrial and Provident Society
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