This section tells you how you can report a repair, how fast you can expect a response, and what you can expect from our contractors.
Before you report a repair
Look at your repairs handbook which will help identify the repair needed, help you describe the problem, and ensure we deliver a quality repair, which is right first time.
Remember we are not responsible for all repairs. Items like lost keys, repairing fences and replacing broken or cracked glass are your responsibility.
Consider how urgent the repair is, because emergency repairs cost us more.
Think about when you can be available for the contractor to come to your home.
Finally, keep your property reference number ready.
There are two ways you can report a repair: online from this website, or by phone. It’s faster (and cheaper for you) to use the online method.
Reporting repairs by phone
You should report any repairs needed to your LHA home by phoning 0845 389 1777.
On this number you can report any repair 8am-8pm Monday to Friday, and 8am-noon at weekends.
You can also use it to report emergency repairs at any time.
We’ll tell you how quickly we’ll complete the repair and the contractor who will do it. They will arrange an appointment with you.
We’ll also send confirmation of the order raised, and a satisfaction survey.
Our busiest time is Monday mornings, so unless it’s urgent, it’s best to call at other times if you can.
Response times
We’ll assess your repair to decide how urgent it is.
Emergency repairs are where there is real danger to safety or major damage to the property. We aim to complete these within 24 hours.
Urgent repairs are where there is serious inconvenience to occupants, the risk of immediate damage to the property, or a potential health or security risk. We aim to complete these within five working days.
Non-urgent repairs are those that do not cause immediate inconvenience or pose any danger. We aim to complete these within 14 days.
You’ll find more guidance and examples in your repairs handbook.
Reporting Repairs Online
Click here to report a repair online, quickly and easily, 24 hours a day, 365 days a year.
Carrying out repairs
Repairs to LHA homes are carried out by approved independent contractors who agree to follow the code of conduct we’ve set for them.
We expect our contractors to:
- Treat you fairly, consistently and with respect, at all times
- Carry out the work to a good standard and on time
In return, we expect you to treat them courteously and make sure they’re able to work without undue interference.
Arranging an appointment
The contractor is responsible for arranging access and an appointment with you. They may not make an appointment in the case of an emergency repair.
Wherever possible, the contractor should arrange a date and time that are convenient for you. If you arrange an appointment which is later than the target date set for the repair to be completed, we may need to issue a new repair order with a new completion date.
The contractor must ensure all appointments are kept and leave a calling card if they can’t get into the property.
Whenever possible, work should be carried out when you or your representative are present. We strongly discourage unaccompanied access, and if you do choose to arrange this with the contractor, any resulting loss or damage will be entirely at the contractor’s own risk.
Where possible, work should take place between 8am-5pm, Monday to Friday.
Contractors’ conduct
We expect a certain standard of behaviour from our contractors.
They:
- must wear or carry suitable identification
- must not use language or behave in a way that might cause offence or annoyance
- must take special care when working near small children
- must treat your possessions with the utmost respect and protect from damage
- must not use your equipment or tools
- must not use your phone except in emergencies and only with your permission
- must not ask for refreshments
- must not drink alcohol while working
- must not use any or your facilities without your permission
- must give you notice if they have to disconnect services or interrupt the use of amenities
- must not discuss the standard of repairs or equipment in your home
- must warn neighbours in advance before erecting scaffolding or starting other work which may annoy or disturb
- must clear up any mess and remove any debris they have created (at the end of each day for jobs lasting longer than a day)
Standard of work
Materials and workmanship will be of a standard appropriate to the job, and replacements will at least match the quality of the original item. All materials will be new, unless we specify otherwise
Work will follow accepted good practice in the building industry, and should be completed by the date given in the repair order.
If you ask for any extra work, the contractor should only do this with our approval.
Checking the work
We can visit at any time to inspect work in progress, and can reject any work or material if it’s substandard.
In extreme circumstances where we have reasonable grounds for doing so, we can order work to stop, or instruct workers to leave the site.
We will inspect a sample of the work regularly to check it’s been done well and cost-effectively.
We regularly survey customers who’ve had work done, and take follow-up action where necessary.
Our management team will regularly review our contractors’ performance, consider how many jobs were finished on time, and satisfaction levels. The results are fed back to contractors where necessary, and if performance is very poor we will remove them from our list.
Complaints
Our complaints procedure enables you to complain if you’re dissatisfied with our service, or with a contractor’s work. We’ll inspect the work where there’s been a complaint.
You can make a complaint to any member of LHA staff, by letter, phone, email or in person at our offices.