Tenancy management services
Repairs and maintenance
It can be frustrating when something in your home breaks. Keeping your home in good condition is a shared responsibility between us. To help get things fixed as quickly as possible, it is important to know if the repair is our responsibility or yours.
If you wish to have repairs completed on your housing submit a form with the details of the repairs required here, and a member of our team will be back in touch as soon as possible.
What are you responsible for?
- Replacing lost keys and replacing locks if you lose your keys
- Replacing plugs and chains for sinks and baths, as well as bathroom fittings such as towel rails, toilet roll holders and shower curtains
- Replacing broken toilet seats
- Clearing minor blockages to sinks, toilets, baths and showers
- Repairing anything broken where the damage was caused by you, or a visitor
- Providing and replacing light bulbs that are not in sealed units
- Internal decorations
- Replacing battery in your smoke detector if not hard wired
- Repairing any equipment or items that you have bought into your home
What are we responsible for?
- The outside of your home and the general structure (including the roof, walls, doors, windows and paths)
- The interior structure of your home (including walls, doors and ceilings)
- Making sure supplies for your gas, water and electrics are safe and working
- Repairing kitchen and bathroom equipment (toilets, baths, showers, and sinks)
Our responsibilities include:
- Communal doors and entrances
- Roof and guttering
- Communal heating
- TV aerials
- Shared stairways, balconies and access paths
- Communal lighting
- Fire safety issues
FAQS
What type of repair do you provide?
Emergency repairs: Something which needs to be made safe urgently. This includes repairs such as no water, total power failure, health and safety issues, burst internal pipes, gas leaks or securing the lock on a main door. More information can be found on our repairs timescales page. This covers routine repairs and all other repairs.
How do you report an emergency repair?
If your repair is an emergency then please contact a member of your care team or contact us on 07918598801. Our first priority will be to make your emergency safe. We will then discuss the next steps with you on how to rectify the issue. You will be notified of the target date the repair will be completed, and whether a contractor or inspection is needed. We will ensure your home is safe as quickly as possible. As part of our tenancy management services we will also arrange for any follow-up work required.
How do you report routine repairs?
First of all, check if the repair is our responsibility - many minor repairs may be your responsibility. The best and easiest way to report non-emergency repair issues to us is online. Use our online report a repair form to tell us what the issue is, and let us know what days are convenient for us to book an appointment. In most cases, we will get back to you within 5 working days to confirm an appointment. If we need to pass your repair to one of our contractors to carry out, we will let you know who they are and they will make contact with you to confirm an appointment.
Timescales
Emergency repairs
Attend within 24 hours
Routine repairs
Complete within 30 days
Major & Planned repairs
Complete within 60 days
Emergency repairs
An emergency repair is something that poses an immediate risk to your health, safety or security. This is why it's important we look at these jobs first.
Some examples of emergency repairs include:
- Total loss of electricity, water or gas
- Partial loss of power, such as no lights or no drinking water
- A serious plumbing or gas leak
- A serious roof leak or major structural failure
- Your heating breaks down in winter (October - March)
- If your heating breaks down in non-heating season (April - September), this will be logged as a routine repair and attended within 30 days
- You need to secure your home following an incident of fire, domestic violence, police activity or if the property becomes empty
- Any other repair that puts you or others around you in danger
If your repair is an emergency, please call us as soon as possible and we will do all we can to help.
Routine repairs
These are repairs that are not emergency repairs or causing a serious inconvenience, but that we still need to put something right.
Examples of issues that would be treated as a routine repair include:
- Minor plumbing leaks
- Tap which cannot be fully turned off
- Brickwork
- Guttering repairs
- Repairs to light pendants and electrical fittings
- Minor carpentry repairs
- Minor fence repairs
- Failure of extractor fans
Major and planned repairs
Some maintenance works might take longer, due to their complexity and cost. Where this is the case, we will discuss this with you and explain what we are doing to resolve the issues you are having. This may involve us completing temporary repairs whilst we plan for longer term improvements.
We ensure we do this in a way that there is no health and safety risk and the required work does not disrupt your quality of life. This means we can minimise the disturbance for everyone and make the best use of the money we spend. If this happens, and we require access to your home to complete the work, we will work with you to agree a date for the work to be carried out.
As part of our tenancy management services, each year we also carry out an extensive programme of improvement works to our properties.
Communal repairs
Most communal areas will be the responsibility of Citta Housing. However, some shared areas or services will be your responsibility to maintain and/or repair.
Please refer to your tenancy agreement for more details.
Contact Us
Contact us here to enquire about repairs permissions or any other administrative interactions with our housing team by filling out the form below.
CITTA HOUSING IS A NOT FOR PROFIT COMPANY, A PRIVATE COMPANY LIMITED BY GUARANTEE WITHOUT SHARE CAPITAL.
Incorporated in England Wales.
Registered Company Number: 14134768