Lewes District Council

Council House Repairs

A tiler working in a kitchen As landlords we provide a repair service for council tenants.

Contact us to report a repair needed at your council home. We need to know your name, address and phone number and the details of the repairs needed.

We’ll tell you if it’s our responsibility or yours to fix and whether it’s an emergency or a routine repair. We may need to visit to assess the work beforehand. If so we’ll contact you to make an appointment.

If a repair is needed, we ask if you want an appointment to be made with the contractor before calling. If the repair is an emergency an appointment won’t be made. However, we try to find the best time to call.

Appointments can be made for a morning, 8am-12pm, or afternoon 12pm-4.30pm visit. This is when the contractor will arrive to start the work. For a longer job, they may arrive in the morning and finish in the afternoon.

After you have reported the repair and we have agreed to do the work, we will send you a letter. Please keep this letter as it will help if you have any queries. It will tell you:

The contractor chosen to do the work
Their telephone number
The repair details
When the work should be done by
Your job number

Priority schedule

Repairs are classed in different priorities. This lists them in order of importance for safety and security. Contractors will call within a designated time. Examples are:

Priority 1 – within 24 hours

Total or partial loss of gas supply (if not the supplier’s responsibility)
Total loss of heating or hot water (November – April only)
Total or partial loss of electrics
Total or partial loss of water supply
Leaking pipes or drains
Blocked drain, toilet, sink, basin or bath
Unsafe electrics
Re-securing / making safe items if they are dangerous

Priority 2 – within 5 working days

Repairs to toilets, sinks, baths, basins or taps
New toilet or basin
Leaking roof
Re-fixing of loose handrails, banisters, stair treads or floor boarding
Clearing out or repair of gutters and downpipes
Reglazing (special glass and double glazing may take longer)

Priority 3 – within 10 working days

Repairs to kitchen units
New floor boards
New cold water tank

Priority 4 – within 20 working days

Repairs to walls and chimneys
Outside door and window repairs
Kitchen units repairs
New sinks and baths

Priority 5 – within 40 working days

New kitchen units/worktops
New paths
New gutters and downpipes

Additional work

Sometimes, things reported as a repair end up as a larger job. This may mean a delay in the job being done. We will always let you know if this is the case.

Emergency repairs

Some repairs are needed urgently. Be careful to ensure this is a real emergency incident. Charges may be made when false claims are made.

An emergency does not include:

Lounge light not working (unless sparking electrics)
Leaking gutters or overflows
A minor leak from a radiator that could be contained in a bowl

For emergencies during office hours telephone us on 01273 484448. For emergencies when the office is closed call us on 07860 524969.

Heating problems

For gas heating problems – please call our contractor BSW Services on 01444 836036. For electric heating problems, please contact us directly.

Flats or bungalows covered by a Scheme Manager can use the emergency alarm cord to report faults with your heating.

Gas leaks

If you smell gas call TRANSCO on 0800 111 999 or minicom on 0800 371787. Please inform us also after you have reported the incident.

Garden Maintenance

Many housing associations are able to offer garden maintenance for elderly tenants who are not capable of doing the work themselves. This is not always possible so we work off a set of criteria.

Over 60 years of age and/or disabled
Physically unable to do the work
No other friend, neighbour or family member can help

In many instances the garden maintenance covers the cutting of grass and any hedges but does not include the maintenance of bushes, shrub beds and trees.

The garden maintenance is carried out by a contractor appointed by the housing association. They should always wear appropriate identification.

Claims and compensation

We aim to carry out all repairs on time. Unfortunately sometimes things go wrong and can cause you inconvenience and worry. If certain repairs aren’t done within target times, you may be entitled to compensation under the Government’s ‘Right to Repair’ scheme.

Not all repairs qualify. Generally they tend to be ones affecting health, safety or security. If the letter we sent you says “This is a Qualifying Repair under the Right to Repair Scheme”, then the repair would qualify for compensation.

If the repair isn’t done on time, you can ask us to get another contractor to do the work. If they also fail to do it on time then you can claim compensation.

Compensation under this scheme is made up of a single payment of £10, plus £2 for each day the repair is uncompleted, to a maximum of £50. Compensation is not paid if you haven’t given us access to your home. If you owe us money, any compensation due will be taken off what you owe.

Malicious damage or neglect

As a tenant it is your responsibility to look after your home and keep it decorated, clean and free from rubbish. You must not deliberately break windows, doors or any fixtures or fittings.

If we have to carry out a repair or remove rubbish for which you’re responsible, you will be charged for the work. In extreme cases such damage or neglect may be grounds for eviction.

Documents

PDF
PDF Who's responsible for repairs - a guide for council tenants (0.45mb)

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