Repairs and Planned Maintenance

Our offer and your responsibilities

As a landlord we have a number of responsibilities to you, our customer, to ensure that you have a safe and secure home to live in.  This includes making sure your home’s structure is safe, that servicing of gas and alarms takes place; broken kitchen and bathroom fittings are replaced, as well as keeping your home in general good repair.

As a customer living in one of our homes, you have responsibilities to keep your home in a good condition.  This includes replacing soft furnishings such as carpets and curtains, internal decorating, fencing and other general maintenance of the property.  For more information on responsibilities, please see the leaflet on our website.

Satisfaction

What do customers say about our repairs and planned maintenance services?

Repairs satisfaction

 Planned maintenance

“Work was completed to a high standard. The worker worked very hard and was respectful to our home and was very polite and really good with our children.”

 “Very pleased, contractor arrived on time, kept me updated.  Used carpet protector and tidied up afterwards.  Thank you.”

How did we invest in customers’ homes?

"VfM" - £3.9 million spent improving customers’ homes

• 182 new kitchens 
• 20 new bathrooms and wet rooms
• 113 new doors
• 250 heating and boiler upgrades
• 28 roofing works 

"What does this mean" - Whilst new doors, heating upgrades and boilers were carried out by partner contractors, the remaining works were all completed in-house by our very own Home2Home Team. Growing our own talent and skills is something we are working hard to expand on – and it offers better value for money overall.

When should my repair be completed?

When you are reporting repairs, remember that we will always look to repair your problem as soon as we can, so please do bear with us.

• Emergencies within 24 hours
• Urgent requests within 5 working days
• Routine work within 20 working days
• Minor works within 120 working days, such as for repairs requiring scaffolding

Independent Living Community improvements

In April last year we embarked on an internal decoration programme which will work its way through the communal areas of our schemes on a priority basis. This work is being undertaken by our Home2Home Team and they have already completed blocks at Magdalene Lawn.

As well as internal decoration at the scheme, Home2Home also completed a project to replace all the external boarding at Magdalene Lawn. The boards were red in colour (which did not blend well at the scheme) so they have been replaced with modern cement-based Cedral boards.

 A long-awaited improvement also took place to the boiler room at Medard House, which is very prominently located adjacent to the main road and one of the first things seen by visitors to the community. New doors and ventilators were installed and we think it looks much better now.