REPAIRS
Please report your repair request directly to our staff or emergency contractors so we can keep accurate records of your service request.
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When you make a report, staff will determine the urgency and severity of the request.
In addition to this, staff may ask you about any support needs or vulnerability to make an overall decision on the timescale for your repair. Please let us know if you have any illness or disability that we need to take into account when planning and booking in your repair.
This helps to give you the best advice, organise the most efficient repair and respond as quickly as we can. We can then keep you updated on your repairs progress and completion.​​
How do we prioritise repairs?
How do we prioritise repairs?
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We assess all repairs when they are reported and make a decision if they are emergency or routine repairs. The severity of your repair will result in different response times.
​If you have an emergency repair out of hours, you can contact the service two ways:
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By contacting them directly on the OUT OF HOURS EMERGENCY NUMBER: 01865 730889.
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By pulling one of the emergency pull chords in your flat, or in the communal areas and asking MEDEQUIP to arrange for emergency contract to attend. You can also call MEDEQUIP on 0333 015 0326
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Our Emergency Response team also have back up contractors on standby for all of our services including: Lifts, Fire Alarm, Automatic Doors, Plumbing and Electrical works and locksmiths.
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Please keep and retain the Emergency Repairs Number somewhere safe in your flat
High Priority / Emergency Repairs (24 Hours)
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Emergency repairs are where there is an immediate threat your safety or home. We aim to attend within 4 hours and resolve the repair within 24 hours.
Emergency repairs include situations where there is an immediate threat to your safety or home. These emergency repairs include:
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Complete loss of electricity/lighting
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A major water leak
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Loss of heating (during winter months)
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Fire.
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Structural Damage (wall/roof collapse)
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Insecure property (smashed window / door that leaves property unsafe).
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In the event of Fire please contact the emergency services on 999
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In the event that you smell gas, please contact the National Gas Emergency Service on 0800 111 999
Routine Repairs - 28 Days​
Routine repairs are non urgent repairs that will be dealt with routinely within 28 days.
Routine repairs include repairs such as, a broken window handle, dripping tap. These can be reported in the standard way and do not need to be reported via the out of hours service.
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We will arrange an appointment with you for our Maintenance Officer or one of our contractors to attend and attend to the repair.
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If your repair requires the expertise of a specialist contractor or surveyor, we will make the necessary enquiries and liaise with you to organise a convenient appointment.
Please note, our usual timescales may vary if we are reliant on specialist contractors to attend, or if your repair is ongoing.
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Please let us know if you have any special requirements, if you need us to wear shoe coverings of face masks due to shielding, or any other reason
REPORT REPAIRS
REPORT A REPAIR HERE ON OUR WEBSITE
Complete this online form and a member of staff will get back to you to discuss your repair.