What will happen once you have reported a repair
Repair Confirmation
To confirm that you have ordered a repair you will be sent a 'Repair Confirmation' giving details of the repair plus the name, address, phone number and e-mail address of the contractor that will do the work. A target date by which the repair should be complete will be included as well. You will have been advised of your appointment. There will also be a job reference number should you wish to contact us or the contractor.
On the reverse of your Repair Confirmation, you will find a job satisfaction survey for you to complete and return to us (postage paid). Answering the questions honestly and fairly will help us to improve the service to you and others.
Who will carry out the repair?
Repairs will be carried out by our own housing repair teams or approved private contractors.
All Stevenage Homes employees and contractors carry official identity cards that include photographs. You should always ask to see this and examine the photograph carefully before allowing anyone claiming to be from Stevenage Homes into your home. If you are in any doubt about the identity of a caller DO NOT LET THEM IN. Ask them to wait outside or call again later so you have time to confirm that they are genuine. You can do this by calling the Repairs Centre on 01438 211011.
What will happen if you are not home when someone calls to carry out your repair
When you report a repair by telephone you will be given a choice of appointment on a specific day for the work, or an inspection, to be carried out. An appointment cannot be made on-line but you can indicate a preferred day a.m or p.m.
If you find you are unable to keep this arrangement you should contact Stevenage Homes as soon as possible to rearrange your appointment. Alternatively, you could arrange for a friend or neighbour to be at home on your behalf. This person must be over 18 and must stay in the property while the work or the inspection is being carried out.
If a Contractor or Maintenance Officer calls and you are not in they will leave a card asking you to phone to arrange another date. If you do not phone back the job will be cancelled and you will have to report the repair again.
If you are not home after requesting an emergency response, you may be charged for the cost of the wasted 'call-out'.
What to do if your repair is not completed within target time
It is our intent to carry out repairs as effectively as possible but, unfortunately, it is not always possible to do them within the intended timespan. This may be because the tradesperson is sick or that parts required for the repair are not available. Even so, if your repair has not been done within the target time we would ask you to contact us so that we can pursue the matter with the contractor. The contract that we have for most day to day repairs actually insists that the contractor should complete 90% of all non-urgent repairs within the projected timespan. To report a repair that has not been completed on time, please click below:
Alternatively, if a repair has not been completed within target time and we or a contractor fail to keep an appointment you can contact the Repairs Centre on 01438 211011 or e-mail repairs@stevenagehomes.org.uk. You will be given a new appointment.
In the case of urgent repairs, you may be able to tell us to give the work to a different contractor if your repair is not completed by the target date. You will be given a new target date for the new contractor and in the event that this date is also missed you may be eligible for compensation, unless there is a good reason or you have failed to keep an appointment. This is called the Right to Repair™. If your repair is covered by these rules it will be clearly marked 'Right to Repair Job' on your Repair Confirmation.
What to do if you are not satisfied with your repair
If you are not satisfied with the quality or workmanship of the repair please call the Repairs Centre on 01438 211011 or e-mail repairs@stevenagehomes.org.uk.
If damage is caused by the negligence of our contractors you should contact us to discuss the problem. Otherwise, you are responsible for any accidental damage to your own possessions, carpets, fittings etc.
We will investigate all complaints thoroughly. We may need to send someone to inspect the work in which case we will arrange a time convenient for you.
If you are still not satisfied with the repair or any other aspect of the service you may wish to register a formal complaint under our complaints procedure. To find out how to make a complaint, please click below: