95% of residents were satisfied with their repairs
Resident Annual Report 2011
Repair Responsibilities
We must to do certain repairs by law: on the structure of your home, on gas, electricity, plumbing, heating installations and so on. These repairs are free.
Most people take a real pride in their homes, but there are a few who damage things deliberately or thoughtlessly. We do not want tenants who look after their homes to pick up the bill for putting this right, so people who cause damage deliberately or by neglect have to pay for the cost of the repair. We call these jobs 'rechargeable repairs'.
What counts as deliberate damage or neglect?
You do not have to pay for things that have been damaged by fair wear and tear, or if the damage was caused by a crime - as long as you've reported it to the police and are able to provide a crime reference number.
If there is a doubt about how the damage happened we will come and check the problem before we make a decision. We will also decide whether to take action because the tenant has broken the tenancy agreement.
What sort of repairs?
Here are some typical jobs that we would check to see if the damage was caused deliberately or by neglect. We may charge for other repairs if necessary:
- broken door or door frame;
- lost keys, replacement lock:
- damage caused by forced entry after lost keys;
- new window glass, broken window frame;
- broken kitchen unit, toilet, bath or basin;
- broken electrical fittings.
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Sadeh Lok offices will be closed from:
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Emergency Repairs - 01484 435 715
To report a repair during normal office hours (9am to 5pm Monday to Friday) please call 01484 435715 choose option 1. To report a non-emergency repair you can also email the Customer Service Team on customerservices@sadehlok.co.uk
To report an emergency repair* outside of normal office hours (between 5pm to 9am Monday to Friday, weekends and Bank holidays) call 01484 435715 choose option 1 and follow the instructions.
*Only genuine emergency repairs can be attended to out-of-hours. These include the total loss of electrical power; total loss of heat; a burst pipe causing flooding to your home. Please report other repairs during normal office hours.
Please do not email emergency repairs as there may be a delay before they can be responded to, which during Bank holiday periods could be several days.
Anti Social Behaviour - 01484 435 715
If you experience anti-social behaviour after 5pm and are unsure of where to turn you can call 01484 435715 choose option 1, then option 3 for the Out-of-Hours helpline. The operators on duty provide support and advice on low level anti-social behaviour issues, all in the strictest of confidence.
If you feel that you or your family may be at immediate risk or harm please dial 999 for the Police (101 in any other situation where the Police need to be notified but there is no immediate risk).
Customer Services - 01484 435 715
For all Housing related issues such as new housing applications, paying your rent, making a repair request, general tenancy queries, reporting anti-social behaviour and to make a complaint, comment or compliment please call the Customer Service Team on 01484 435715 choose option 1 during normal office hours (9am and 5pm Monday to Friday).
