Routine repairs are repairs that do not pose risk to your health, safety or the security of the building and we will generally attend to these repairs within 28 calendar days, usually at a time that is convenient for you.

Examples of routine repairs include:

• Contained leaks or plumbing repairs
• Partial loss of heating or hot water
• Partial loss of electricity e.g. socket not working
• Minor carpentry repairs to doors, floors or kitchens
• Minor glazing repairs
• External paving repairs (that aren’t a trip hazard)

Routine repairs can easily turn into emergency situations so please keep to the agreed appointment date. If we can’t access your home to complete a routine repair after up to three access attempts, we may contact you to let you know that we have cancelled your order.

However, if we think a repair is necessary e.g. because it affects the structure of the building or compromises your safety, we will contact you to advise you that we require access to your home.

When reporting a routine repair, please tell our contractors about the people in your household who may be affected as their needs may take priority.

When you contact us on 0300 1113555 you will be given the option to report gas heating and hot water repairs to our heating contactor, Aaron Service.

This includes communal heating repairs, repairs to oil and gas supplies, as well as renewable heating systems such as Air Source Heat Pumps and solar PV panels.

This excludes electric heating and hot water repairs, which you should report by contacting us on the same number and selecting the option for Foster Property Maintenance.

Repairs that affect your safety or the security of the building may be classed as an emergency repair. If you think that your repair is an emergency, call us immediately on 0300 1113555.

When you report an emergency repair we will attend within 24 hours and if we cannot complete a repair, we will try to reduce the risk by making the property safe and secure.

If your repair isn’t an emergency, we will let you know and give you the option to book a routine appointment date. If you are calling us during out of hours to report a non-emergency repair, we will ask you to call back during normal working hours.

When reporting an emergency repair, please tell us about the people in your household who may be affected as their needs may take priority.

Examples of an emergency repair are as follows:

• Structural damage or insecure external window, door or lock.
• Total loss of heating or hot water (between 31 October and 1 May).
• Total loss of electricity, unsafe power or lighting socket or electrical fitting.
• Loss of water supply or severe leak/ flooding that can’t be contained.
• Total or partial loss of gas supply or blocked flue to open fire or boiler.
• Toilet not flushing (if there is only one toilet in the property)

No Power
Before contacting us to report loss of power please check is there isn’t a power cut in the local area by calling 105, the free national power cut emergency number.

No Water 
If you have run all the taps in your property and you have no water, before contacting us, please call your water supplier to confirm there are no incidents or planned work in your area.

Gas Leak
If you smell gas, want to report a gas leak or require gas emergency services, please call the free, 24-hour National Gas Emergency Helpline on 0800 111 999.

Carbon Monoxide Emergency
If your carbon monoxide alarm sounds or you believe there to be a leak call the National Gas Emergency Service number on 0800 111 999 to report the incident.

Appointments will be prioritised by our contractor at the time of reporting a repair.  When reporting a repair, please tell us about the people in your household who may be affected as their needs may take priority.

Before letting anyone into your home, please ensure that they show identification. Our contractors will not enter the property if an adult is not present. See our Contractor Code Of Conduct

Typical repair timescales:

• Emergency Repairs – Complete or make safe within 24 hours.
• Routine Repairs – Generally complete the repair within 28 days or on a date made at the customer’s request.
• Planned Repairs/ Major Repairs – within three months or on an agreed date.

Appointments are booked either as morning (8am-1pm) or afternoon appointment (1pm – 5pm). Please let us know if you need us to work around school pick up/ drop off times.

We will aim to let you know when we are on our way, or you can request a call. If you’re not in, let us know immediately so that we can rearrange your appointment.

CHS are responsible for maintaining and repairing the structure and fixtures in your home, plus the plumbing, heating and electrical services.

You are responsible for keeping the property in good order, keeping it clean and decorating to a reasonable standard. You are also responsible for certain minor repairs.

Our CHS Repairs Responsibilities table shows what repairs we will do, and which ones you are responsible for.

Please note we will only do repairs free of charge where these result from fair wear and tear through reasonable use of your home. Where we believe that repairs are caused by carelessness or deliberate acts, we will ask you to do the repair yourself or we may recharge you for the cost of the repair.