We are committed to providing good quality affordable homes supported by local, accessible and responsive services for our tenants.

How To Report A Repair

As a Sutton Housing Society tenant, it’s important that you report a repair as soon as you notice a problem. You can report a repair:

  • By calling the Repairs and Maintenance Department on 020 8661 5891 during office hours (9.30 am-12.30 pm and 1.30 pm and 4.00 pm).
  • For non-emergency repairs by emailing us at info@shsoc.org.uk. If you do e-mail us please remember to give us as much information as possible and a contact telephone number.
  • If an emergency repair is outside of normal working hours, please call the Mole Valley Monitoring Centre on 01372 376533; alternatively if you have an alarm device, you can pull the alarm cord.

Prioritisation of Repairs

All tenants should contact us to report a repair which is our responsibility. Tenants can report repairs to us in many ways, including:

  • in person
  • over the telephone
  • through our website
  • email
  • letter

Repairs to communal areas will be reported and treated in the same way as repairs to tenants’ homes.

The types of repair are split into three categories (depending upon the urgency of the work) with each category having a maximum target to complete the job:

emergency – 24 hours

urgent – 7 calendar days

routine – 28 calendar days

Emergency Repairs – within 24 hours

Emergency repairs can be reported by calling 0208 6421500 or if the emergency is outside of normal working hours, by calling the Mole Valley Monitoring Centre on 01372 376533; alternatively if you have an alarm device, by pulling the alarm cord.

Emergency repairs are those that pose an immediate risk to a tenants’ health and safety or security, or if left incomplete, may cause immediate damage to the home. Emergency repairs include, but are not limited to:

Inside the Home

  • Loss of heating between October to March inclusive and the property is occupied by frail, elderly, seriously ill persons or families with young babies (emergency temporary heating units may be provided in the interim)
  • gas leaks (this may be the responsibility of your gas company
  • blocked toilet if it is the only one
  • leaking soil stack pipe
  • collapsed or bulging ceilings
  • no hot water when the property is occupied by frail, elderly, seriously ill or registered disabled persons
  • a water leak that cannot be contained inside a property (or a bucket cannot contain it overnight) Please note that if the water leak is form the flat above, SHS cannot gain access without the consent of the tenant, their next of kin or without the police/fire brigade accompanying SHS.
  • a loss of power and/or lighting to a part of the property
  • total loss of electricity or a total loss of water (please note that this may be the responsibility of the National Grid or utilities companies)
  • checking electrics after flooding/ water penetration
  • forced entry and replacement of lock where a person is locked out or inside the property (which will be recharged unless a crime reference number is provided)
  • resecuring doors and windows where the property is not secure (which will be recharged unless a crime reference number is provided)
  • repairs to dangerous or exposed wires, power, lighting sockets or fittings

Outside the Home

  • a leak/burst pipe outside the property and checks to electrics following this

Communal Areas

  • Serious blockages to main drains (this may not be the responsibility of SHS)
  • a broken-down lift (where someone is trapped in it)
  • offensive or discriminatory graffiti.

Tenants should not have to wait more than 24 hours for a contractor to come to their home and make an emergency repair safe, although in some cases we may have to return at a later date to complete the full repair. Once the problem has been made safe, the emergency repair job will be closed and if more work is needed, a new repair job will be opened immediately. For out-of-hour emergencies, the tenant will be contacted on the next working day.

If you have any queries or concerns on any of the above, please contact our Repairs and Maintenance Department on 020 8661 5891.

Urgent repairs – within 7 working days

Urgent repairs are repairs that are inconvenient, affect the comfort of the tenant and which, if left incomplete, may cause damage to the home. Urgent repairs include but are not limited to:

Inside the Home

  • loss of heating or hot water (emergency temporary heating units may be provided in the interim)
  • repair/ replacement of defective locks to external doors
  • loss of lighting
  • repairs to immersion heaters
  • defective smoke or carbon monoxide alarms that are permanently wired in
  • rotten timber floor boards or stair tread (make safe)
  • internal leaks that can be controlled using a bucket or bowl
  • partial loss of water supply or a continuous overflow
  • toilet not flushing or a loose, cracked or broken WC toilet seat, sink, bath or wash hand basin
  • taps which will not turn off
  • rain penetration from roof or guttering into property
  • badly cracked glass
  • broken or damaged banister rails

Outside the home

  • blocked chute
  • making buildings safe after storm damage

Communal Areas:

  • loss of lighting in external communal areas
  • broken door entry systems
  • dangerous walls or fences that divide residents individual gardens (make safe)
  • pest infestations in communal areas
  • broken paths or other paved areas provided by SHS
  • broken or damaged banister rails
  • repairs to public staircases
  • removal of glass in communal areas.

If you have any queries or concerns on any of the above, please contact our Repairs and Maintenance Department on 020 8661 5891.

Routine repairs – within 28 calendar days

Routine repairs are repairs that cause inconvenience but do not pose an immediate risk to tenants’ health and safety. Routine repairs include but are not limited to:

Inside the Home

  • replacement of internal doors, locks, handles and architrave
  • re-plastering or patch repairs to ceilings
  • chimney pot, cowl or stack
  • inspection chamber cover / gulley grid missing /damaged
  • broken extractor fan to internal kitchen or bathroom
  • repair /replacement of skirting
  • minor repairs to doors, drawers, shelves, worktops, curtain rails and battens
  • replacement of doors, drawers and worktops
  • re-plastering or patch repairs larger than can be filled with decorators filler
  • bath panels
  • repair, re-washer or replacement of dripping taps
  • re-fix or replace tiles or slates or ridge tiles, flashings, etc. which are not causing water ingress
  • non-urgent repairs to staircases
  • internal plastering repairs
  • wall tiles and splash backs including mastic seal around fitments

Outside the Home

  • clearance, repair or replacement blocked gutter or rainwater down pipes
  • communal TV aerials and cables
  • in most cases, securing window frames or ease and adjust if a window cannot be opened or closed
  • repair / replacement of window catches, mechanisms, handles and stays.

If you have any queries or concerns on any of the above, please contact our Repairs and Maintenance Department on 020 8661 5891.

Exceptions

In certain situations, different timescales apply will apply. These include:

  • works which immediately affect health and safety must be assigned a higher priority – we take health and safety extremely seriously and will take the necessary action to reduce risks
  • where the repair has been prioritised as the tenant is vulnerable
  • asbestos removal
  • extensive internal damage
  • extensive external damage
  • structural damage preventing occupation
  • major infestations and specialist cleans

Where one of these situations applies, we will ensure that the tenant is fully aware of these implications and the expected timescales for the work.

We aim to prioritise repairs jobs for vulnerable tenants where the nature of their vulnerability means the repair has implications for the health and safety of themselves or others living on the premises. Officers will use their discretion professionally and consider the information available; including factors such as if the situation is affected by severe weather. If a decision is made to prioritise a repair, the priority would be upgraded to a more urgent category.

Missed Appointments

Missed appointments cost time and money for both tenants and SHS. Where a tenant misses an appointment the following will apply:

  • a card is written with date and time noted and put through tenants door if not at home when contractor calls; the tenant has 5 working days to contact and rearrange the appointment
  • a photograph is taken of the card and of the front door when no answer from the tenant.
  • If no contact within 5 working days, job cancelled and the tenant is advised in writing.

Are you happy with the repair?

Your feedback is important to us.

Once your repair is completed please fill out the tenant satisfaction form that you will find on the reverse of your works order and return to Head Office. All returned forms are entered into a quarterly draw for a £25 gift voucher.

Our performance on response to repairs is reported to the Housing Operations Committee and is included within our Annual Report.