Repairs

CHS Homes provides a responsive repairs service to maintain your home in a reasonable condition - the repair responsibilities are set out in section 6 of the Tenancy Handbook - see the Repairs Handbook link on the left-hand navigation bar. Repairs will be carried out within set times as follows:

emergency repairs within 24 hours - these are repairs that have an immediate and severe health, safety or security risk, and/or where serious damage is taking place to the property. This type of repair can be reported at any time on 0300 111 3555 - if this is out of office hours, our contractors will attend to make the problem safe, and complete the repair during normal hours. Examples of this type of repair include:

	• severe water leak through a ceiling
	• burst pipes
	• complete loss of heating (31st October to 1st May) or at any time for elderly or vulnerable residents
	• offensive graffiti

urgent repairs within 7 days - these are repairs that may affect your comfort or convenience, or which if left could become a risk to people's health or safety, or cause damage to the property. Examples of this type of repair include:

	• partial loss of electric power
	• partial loss of heating or hot water
	• leaking overflow

non-urgent or normal repairs within 21 days - these are repairs that do not involve serious inconvenience or long-term deterioration of the property. Examples of this type of repair include:

	• plastering
	• general carpentry work
	• doors or windows sticking

Non-emergency repairs can be reported at any time on 0300 111 3555 - if this is out of hours, the details will be passed to the Customer Services Team to be dealt with on the following working day - via e-mail to or in writing to our offices in Histon. For most non-emergency repairs, the Customer Services Team will be able to offer you an appointment, morning or afternoon, when our contractor will call to do the repair.

More detailed information on repairs and useful advice on how to do it yourself can be found in section 6 of the Tenancy Handbook or by clicking on the Repairs Handbook link on the left-hand navigation bar.

After you have reported a repair, you will be sent a letter confirming that the repair has been ordered and a feedback form to provide feedback on the overall service. This information is used to monitor the performance of our contractors and to improve the services being delivered.