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Repairs service
Greenoak provides a fast efficient repair service. This section will help you report a repair and provide you with other important information you need to know about the service.
- Who should you contact to report a repair?
- What if it is an emergency?
- How to report a repair
- Repair timescales
- Vulnerable tenants
- Appointments
- Our repair responsibilities
- Your repair responsibilities
Who should you contact to report a repair?
The best way is to telephone the Maintenance Office during office hours on 01483 768856 or e mail us: see contact us section.
Alternatively, you can visit or write to us at Apollo Place, Church Road. Woking, Surrey, GU21 7RT
What if it is an emergency?
If your repair is an emergency (see examples of emergency repairs below), please telephone us as soon as possible during office hours. Because emergency repairs do not always happen during office hours we have out of hours emergency arrangements. Please ring our emergency contractor, Shape Construction on 01883 334980. Please do not call them out-of-hours unless it is an emergency. If you do, we may decide to charge you for the contractors’ time.
How to report a repair
When you contact us to report a repair, please give us as much information as possible. This will help make sure the correct repair is carried out quickly. We will need to know:
- Your full name and address
- General details of the repair
- What is the problem?
- Where is it?
- Is it causing any other problems or damage?
- When can we call to do the repair?
- Is there a reliable contact telephone number you can be reached on?
When you call
We will record the details of your repair directly on to the computer system. A job reference number can be quoted to you, if required.
If the repair can be diagnosed over the telephone it will be issued direct to a contractor who will then contact you to make an appointment and send a qualified trades person.
Where the repair cannot be diagnosed from your initial call, or a more detailed analysis of the repair is required, we will make an appointment with you for the Technical Services Officer to inspect the repair.
Repair Timescales
As a responsible landlord we have set response times for completing repairs according to their urgency. These are categorised as either emergency, urgent or routine repairs:
Emergency within 24 hours
A repair is classified as an emergency when it is needed to avoid danger to occupants or serious damage to the property.
Examples of emergency repairs are:
- Burst pipes, cylinders or tanks, and blocked drains or soil pipes
- Total electricity failure or failure that could endanger health
- No heating during autumn/winter period (1st October - 30th April)
- Securing a property after a 'break in'
- Storm flood or fire damage
- Anything that puts residents in danger or would cause serious damage to health
Note: You may be charged if you call our contractor out on an emergency without good cause.
Urgent: within 3 working days
A repair classified as urgent is any outstanding, more permanent repairs which need to be carried out after an emergency, or small repairs needed in order to prevent further damage becoming evident to the property.
Examples of urgent repairs are:
- Minor leaks
- Blocked gullies and waste pipes
- Faulty water taps.
- Attending to broken glazing
- Minor roof defects
- Repair/replacement of faulty door locks
- Replacement of cracked WC pans, cisterns, wash hand basins
- Running overflow pipes and repair or renewal of ball valves
- Central heating repairs
Routine : respond and complete within 28 days
These are examples of non urgent repairs for repair and/or replacement:
- Windows
- Baths, panels etc.
- External/internal doors
- Repairs to fencing
- Repairs/replacement of gutters
- Blocked rainwater goods
- Replacement/repair wall, floor and roof tiles
- Pointing and brickwork repairs
- Repairs to garden paths
- Re-bedding roof ridge tiles and re-pointing verges
Vulnerable Tenants
We will request our contractors to respond more quickly where a resident or a member of their household is at risk or has special needs. Please tell us when you report the repair if you have special needs.
Appointments
When you report an ‘external’ repair we will arrange for the contractor to call at a time convenient for you within working hours. For all 'internal' repairs we will request that the contractor telephones you using the contact telephone number you have supplied to make an appointment or we will arrange an appointment on your behalf. If, after the appointment has been made, you find that you are unable to be in when the contractor is due to call, please let us know so that alternative arrangements can be made.
Please remember, if you fail to keep your appointment, your repair will be cancelled, awaiting a further request from you to re-order the repair.
Please ensure that you provide access for any arranged appointments.
Our repair responsibilities
We are responsible for keeping the structure, exterior and interior of your home in good repair. This includes:
- Roof, drains, gutters and downspouts
- Outside walls, external doors and windows
- Internal walls, floors and ceilings, doors, frames and skirting boards but not including painting and decoration
- Boundary walls and fences (erected by us), principal pathways, steps and/or other means of access
- Any installations provided by us for space heating, water heating and sanitation ensuring you have an adequate supply of water gas and electricity. Other installations include:- baths, basins, sinks, toilets, flushing systems and waste pipes, electrical wiring, sockets and switches, communal television aerials, gas pipes and water pipes, water heaters, fitted fires and central heating systems, common entrances, halls, stairways, lifts, passageways, and any other common parts including electrical lighting.
Your repair responsibilities
You are responsible for keeping your home clean and in good decorative order. You are also responsible for
- Replacing lost keys, changing locks when keys are lost and adding security fittings to windows and doors
- Replacing fuses, light bulbs, fluorescent tubes and starters
- General household tasks such as oiling hinges tightening screws, adjusting doors for new carpets
- Keeping your home free of pests
- Maintaining any fittings or appliances you have fitted yourself such as washing machines and showers
- Replacing broken or cracked glass , although we will make your home safe following a 'break-in' if you have reported it and obtained a Police Incident Number
- Clearing blockages in waste pipes or toilets which are caused by lack of care (fat, tea leaves etc.) or unusual objects (nappies, air fresheners)
- Filling cracks in plaster unless large (over 3mm wide)
- Draught proofing (external doors only)
You are also responsible for any repairs caused by neglect, carelessness or misuse by you, your family or visitors to your home.
