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Forches; row of newly built terraced houses

Repairs and Property Care

We have a responsibility to maintain your home and keep it in good order. Our customers share this responsibility with us, as set out in your tenancy agreement. Our Home2Home Team works to fix repairs that you report to us. We also operate a programme of planned maintenance for major repairs and home improvement works.

You are also able to make changes to your home as long as you get our OK before making any improvements.

Report a Repair

You can report a repair using our online form, emailing [email protected] or calling our Customer Care Team on 01271 312500. If you need an emergency repair that is outside of office hours, please call 0800 9170 619.

Repair Responsibilities

As your landlord, North Devon Homes (NDH) is responsible for maintaining the structure (e.g. wall structure and roof structure), and the exterior of your property (e.g. roof covering and rainwater goods) and internal services and amenities (e.g. kitchen and heating systems etc) to a standard as set out by the Decent Homes Standard (2010).

There are also things that are your responsibility to repair and maintain in your home including internal decorations, your garden, changing light bulbs and maintaining your own fixtures and fittings.

Charging for Repairs

For all items that are our responsibility to repair, but where the repair is required due to customer neglect or damage there will be a charge for that repair.

Recharges are what we charge for undertaking repairs or other services where the works are considered to be the responsibility of the customer. A recharge is made to your customer account when we complete the works required on behalf of the customer. This could be items such as alterations undertaken without getting our OK, gaining access due to lost or forgotten keys or repeated missed appointments.

Our customers are responsible for the cost of carrying out any repairs to their home, which are not the result of fair wear and tear, as stated in the tenancy agreement.

Smell gas?

If you can small gas you should call 0800 912 2999 immediately to report this to Wales and West utilities.

Feedback Survey

After your repair we may contact you to take part in a feedback survey over the telephone. It will only take a few minutes of your time but the feedback we receive will help us to make improvements to our service wherever they may be needed. This feedback from customers is vital to help us to ensure our service standards meet customer expectations.

Home Improvements Programme

The Planned Maintenance Team is responsible for the long-term maintenance of your home and delivers large scale improvements to approximately 1,000 properties each year. Improvements include kitchens, bathrooms, heating systems, electrics and external decoration.

Our surveyors carry out periodical visits to our homes to complete a home survey. This means we can keep up to date with the condition of your building, kitchen, bathrooms etc and assess when replacements are required. You can help us by confirming and keeping these survey appointments when they are booked. They take no longer than 20 minutes and will ensure your home gets the improvements it needs.