From Thursday 10 October 2024, we have introduced a new Interim Repairs Policy which sets out the standards for a service that prioritises emergency and urgent repairs. Here's what you can expect under our new interim timescale for repairs:
If you have an emergency repair, please call us immediately on 0300 1234 161. We consider an emergency to be:
Please use our online form.
We make appointments for non-urgent repairs. If an appointment was not already made at the time you reported the repair, a member of our team or one of our contractors will contact you by telephone or letter to arrange a suitable time. We aim to keep 99% of all appointments made. If we are unable to keep the appointment, we will contact you to arrange an alternative time.
Unable to keep an appointment? Please let us know by as soon as possible by calling 0300 1234 161 or email us at info@cornwallhousing.org.uk. Failure to do so may result in call out charges.
Having problems with damp, mould or condensation? Read our help with common problems page for advice.
We understand you may have questions, so we've put together some answers to provide you with all the key information you need.
Will repairs that have already been reported be done on the timescale of previous policy?
Repairs reported before 10 October will be reviewed and if the work has not been allocated they may be subject to the new policy and timescales.
How long is the interim policy for? When will you go back to standard timescales?
We will monitor the situation over the next 12 months, and working closely with the Council and our contractors to assess when we can commit to start to complete repairs quicker.
Will I be told when I report the repair which category it is under?
The new Interim Repairs Policy is on our website, and it includes details of what repairs and included in which categories. Our customer services advisor will inform you which category the repair comes under and you will receive an email with the target timescale for the work. However, if your repair is complicated, or you have specific needs, we will discuss this with you. If you call our customer service centre, they will explain the new interim policy category and timescale that your repair will be allocated to.
Can we do our own repairs rather than wait?
We are happy for you to undertake minor routine and low priority repairs, but for all larger work – please ask our permission in our Application for Alterations to the Home form
Don’t I have a right to repair?
We have to fix urgent problems in council owned homes which could affect your health, safety or security within a certain period. This is known as the Right to Repair scheme. Only certain types of repairs are covered, and include insecure windows and doors, and unsafe power sockets. A repair won’t qualify if it exceeds an estimated cost of £250.
All urgent repairs will be completed within 3 or 7 days.
Can I withhold my rent as the repair is not being done?
You don’t have the right to withhold rent because you feel it is taking too long to do repairs. Your tenancy may be at risk if you withhold rent.
How are you communicating the change to the Interim Repair Policy to residents?
The change to the new policy is being communicated:
· On our website
· In our autumn magazine
· In a pre-recorded message on our main phone line when someone calls in
· By frontline staff who will be briefed to help explain the new policy and answer questions
Email: info@cornwallhousing.org.uk
Telephone: 0300 1234 161
