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types of repairs

Types of Repair

Types of Repair

Here you can find information about our repairs service, what repairs categories we have and the service standards you can expect from Halton Housing.

Repair Categories

Repairs Categories – Emergency

These are repairs which could cause immediate hazard or danger to you or your home. An example of an emergency repair would be a total loss of electrical power. We aim to respond to emergency repairs with 2 hours.  During the winter period (31stOctober to 1stMarch) we will re-categorise any total or partial loss of space or water heating as an emergency repair. If you have no alternative form of heating, you will be offered temporary heating.  

Repairs Categories – Urgent

These are repairs that do not pose any immediate danger, however they will cause inconvenience or further damage to your home if not repaired. An example of an urgent repair would include partial loss of electrical power. We will respond to all urgent repairs within 5 working days. All heating or boiler repairs will be categorised as urgent and will be attended to within 5 working days, however where vulnerabilities and/or disabilities are identified , the repair will be re-categorized as an emergency and will be attended to within 24 hours.  

Types of Repairs – Routine

Routine repairs are defects that do not cause serious discomfort, inconvenience or nuisance to the household and will not cause long term damage to you home. We will respond to routine repairs within 20 working days.  

Types of Repairs – Packaged

Packaged repairs are repairs which are more cost effective to carry out to a number of properties in one geographical area at the same time. An example of a packaged repair is guttering repairs or cleaning. We will respond to packaged repairs raised within 90 working days.  

Types of Repairs – Investment Works

Investment works are replacements of major elements within your home which have come to the end of their life expectancy. An example of investment works would include replacing old kitchen units and/or bathroom fittings.    Regarding Investment and Cyclical Works we will:
  • Consult for schemes such as Communal Environmental improvements i.e. fencing which affects a number of properties. We will provide opportunities for individual consultation and will feedback the results before work starts.
  • Contact you in writing to advise in advance of any works within the coming year.
  • Visit you in your home six weeks prior to work starting to carry out a scoping survey.
  • Where we replace major items (kitchen and bathroom suites etc) we will offer choice of colours and finishes where possible.
  • Throughout the works a Customer Care Officer will visit and be available for customer requests.
  • Should we need to interrupt any water or electricity supplies to your home, we will minimise disruption and reconnect them at the end of each working day.
  • We will keep at least one room habitable during major works.

Types of Repair – Aids and Adaptations

Aids and Adaptations are repairs which help people continue to live independently and comfortably in their homes for as long as possible. Click here to find out more about our Aids and Adaptations service offering. An example of the kind of work aids and adaptations include are installing handrails and/or stair lifts to a property. Following the approval of a customer’s adaptation request the categories below will apply:
  • Category 1: completed within 24 - 36 hours. An example of category 1 would be carrying out minor alterations to allow customers to be discharged from hospital
  • Category 2: 15 working days e.g. grab rails, lever taps
  • Category 3: 30 working days e.g. ramped access
  • Category 4: 6 weeks e.g. stair lifts
  • Category 5: 6 months e.g. level access showers
We will service all our customers’ stair lifts / vertical lifts and ceiling track hoists twice a year.

Types of Repair – Cyclical Repairs and Maintenance

Repairs that ensure your home is kept in a good state of repair. An example of cyclical repairs and maintenance works include external painting and gas appliance servicing. The cyclical repairs and maintenance we carry out include:
  • an annual Gas Safety Inspection to your home.
  • we'll service and test annually your smoke alarm and carbon monoxide detectors
  • we'll carry out an Electrical Condition Test to your home every 5 years
  • we'll carry out an external pre-paint maintenance program to your property every five years. This will include painting the external of your home.
  • we'll service and inspect all of your lifts, dry riser’s water pumps and lighting conductors and all serviceable items within our homes in line with manufacturers recommendations.
We will let you know in advance when we will be visiting you.  

What To Do If You Have An Emergency?

Step 1. What to do if you have an emergency

Report the fault as soon as you can by calling us day or night on 0303 333 0101 from a mobile. If you smell gas, contact National Grid on 0800 111999 immediately. Turn off the gas, open your windows and ventilate the property. DO NOT turn on or off any light switches or power supply. 

Step 2. What to do if you have an emergency

If you have a burst or leak, turn off your water supply at the stop tap. If the emergency is due to an electrical fault, turn off power supplies at the main fuse box or meter. 

Step 3. What to do if you have an emergency

Only report an emergency repair if there is immediate danger to personal health and safety, or serious damage to the property.   

Non-emergency Repairs

We will offer you an appointment within 20 days for any repair that is not an emergency. You can report a repair via our online methods 24 hours a day, 365 days a year. You can report a non-urgent repair via:

  • The Customer App
  • Your online Halton Housing Customer Account
  • Live Chat
  • By calling 0303 333 0101

Emergency, Urgent, Routine and packaged Repairs

We will provide a 24-hour emergency repair service 365 days of the year.

We will also:

  •  respond to all repairs within our standard time frames
  • offer you an appointment time for your urgent, routine and packaged repairs:
  • inform you of the approximate duration and scale of the repair at the time of making the appointment and inform you of the arrangements you need to make before we carry out the repair.
  • consider your personal circumstances in deciding the priority of your repair.
  • consider the cultural or individual requirements of minority groups and those customers who are elderly, or whose disability means they require an enhanced service
  • inform you if we need to make an appointment for a Technical Manager to inspect the work before we can carry out the repair.
  • send a text receipt of appointment via a message service to either your landline or mobile telephone.
  • send a reminder of your appointment via our message service 24 hours prior to the appointment.
  • comply with our legal responsibilities, health and safety and codes of good practise.
  • complete repairs “Right First Time where possible.
  • be presentable, courteous and behave in a proper and professional manner at all times.
  • respect your property and protect it where necessary and leave everything clean and tidy when we have completed the repair.

How will we monitor our repair service?

To ensure we consistently provide value for money and an effective service, we will:

  •  monitor our budget costs on a monthly basis and take actions when major variations occur.
  • use a variety of tendering and procurement methods to ensure we achieve best value and quality for our customers.
  • ask you through our satisfaction surveys and use this for continuous improvements
  • measure all of our key performance measures against our targets and use our website to communicate how we are doing.
  • use our customer inspectors to mystery shop our service and inspections and surveys to monitor the standards we have set.

If you would like to be more involved in shaping our services, visit our Get Involved page. You don’t have to be a Halton Housing customer we have opportunities for everyone!

Right to Repair

If we fail to do certain qualifying repairs, the law allows you to ask us to use another contractor. If we still fail to do the work, you may be able to claim compensation of £10 plus £2 for each day that the work remains undone, up to a maximum of £50

If you wish to claim under this scheme, you must notify us. We will of course try to ensure this isn’t necessary.

Looking to Move?

To apply to live in any of our properties you must have an active Property Pool Plus account. To register for an account, simply follow all of the Property Pool Plus registration steps.

Related Help & Support Articles

Find helpful articles on finding your next home with Halton Housing, and how to apply for a home here.

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