Find out about the types of repair work carried out and how you can report repairs to us.
Repair categories
When you report a repair, it is categorised before we raise an order.
The following are examples of repair categories:
A repair is deemed an emergency when there is danger to the occupant’s health and or risk to their safety, or of serious damage to the home, or a risk of serious damage to, loss of the occupant’s property, including loss by theft.
It could also include a situation where immediate action will prevent deterioration to the property.
Examples of an emergency repair include, but are not limited to:
- burst water pipes/tanks
- no water supply
- total electrical failure
- broken door locks
- ceiling collapse
- major or dangerous leaks leading to structural damage
- broken windows
- gas leaks
- no hot water or heating
- defective WC (if only WC in the house)
- certain infestations
For emergency repairs, contact Service Solutions Direct (SSD) on 01772 289 499.
These are faults that require immediate attention but do not give rise to an emergency or pose health and safety risk.
Examples of an urgent repair include, but are not limited to:
- central heating not working (depending on time of year)
- no gas supply
- leaking WC
- electrical fittings
- roof leaks or defects
This category comprises non-urgent work where the fault does not cause danger to the tenant or the public.
Examples of a routine repair include, but are not limited to:
- moss removal
- major roof repair (if not under planned maintenance)
- damaged fencing, paths or garden walls
- renewing paving slabs
- repairs to external rendering, pointing or brickwork
- doors, windows and general joinery repairs
- renewal of doors and windows (if not under planned maintenance)
- general minor repairs, including floors, garage roofs and guttering
Condensation is a result of warm moisture in the air hitting a cold surface where there is inadequate ventilation. When air in the room gets colder, it cannot hold all the moisture, therefore it forms tiny droplets.
These are noticeable on windows, windowsills, corners behind wardrobes and cupboards, and gradually lead to mould forming or may cause dampness.
While a small amount of water might seem harmless, if condensation is not dealt with immediately, it can lead to black mould or airborne spores (which appear as a cloud of little black dots) starting to grow on your walls, ceilings and around your windows.
Not only is this unattractive, having a lot of it in your home could induce health issues, including sinus problems, skin rashes and even bronchitis.
Prevention is better than cure. You can limit condensation and mould growth by reducing moisture and increasing ventilation.
The following tips are helpful:
- Wipe down surfaces where moisture settles.
- Avoid drying clothes on radiators and/or inside the house.
- If mould has already appeared, use bleach to remove the staining and, when dry, apply anti-fungal spray, always following the manufacturer’s instructions.
- Keep bathroom and kitchen doors closed when they are in use.
- Keep all airbricks clear of obstruction.
- Do not use portable gas and paraffin heaters – these are prohibited.
Where installed, use extractor fans in kitchens and bathrooms. - Use lids on saucepans when cooking, and ventilate the area.
- If using tumble dryers, connect the vent properly to the outside.
- Heat your home sufficiently in cold weather where possible.
Reporting Repairs
SERVICE SOLUTIONS DIRECT (SSD)
01772 289 499
Please report ALL emergency/out of hours calls to our supplier, Service Solutions Direct (SSD) on: 01772 289 499
You will be asked to provide your full name and address including postcode. If you are calling on behalf of the resident, please ensure that you have this information ready.
All out of hour’s/emergency calls will be handled by an experienced member of staff who will discuss and evaluate the repair, if the repair is deemed an emergency an engineer will be dispatched. If the repair is deemed not to be an emergency, then RMHS Repairs and Maintenance Co-ordinator will liaise with you the following working day regarding the repair. SSD will confirm that an engineer has been dispatched and provide an estimated arrival time. You will be kept up to date with regular communication and this will include a follow up call to ensure that the repair has been rectified.
Please note, if you are unsure whether your repair is an emergency, still call SSD on 01772 289 499 and they will decide how to categorise the repair.
Examples of emergency repairs covered:
Gas supply – After the National Gas Emergency Service has visited your property and isolated your gas supply, SSD will repair or replace the damaged section of internal gas supply pipe.
Primary heating system (boiler, radiators) – Complete loss of heating/complete loss of water. (Please note, if you have a boiler which is still under warranty you will be referred to the supplier for any repair).
Plumbing – Emergency repairs following damage to, or failure of, the plumbing system.
Internal electricity – Emergency repairs following the electricity failure of at least one complete circuit.
Water supply – Emergency repairs following a water supply system failure.
Security – Damage or failure of an external locks, external door or external window.
Access to the property – Loss of the only available key to the property which cannot be replaced and normal access cannot be obtained.
Pests – Wasps nests, hornet nests, house mice, field mice, rats, cockroaches.
Roofing – Emergency repairs following missing, broken or loose tiles causing internal water damage.
External drains and taps – Blocked external drains that are solely your responsibility within the boundary of the property, where this can be resolved by jetting ;or external flooding, or water damage caused by an external tap.
For Worcester Boiler Breakdowns (only)
Please call Worcester Bosch on 0330 123 9339. They will confirm if your boiler is covered under their warranty scheme. All other boiler breakdowns need to be reported to SSD as outlined above.
All other repairs must be reported to the Society. Staff will categorise the repair and advise you on next steps. Repairs can be reported by email, phone or letter.
The staff team will raise a works order once a contractor has been identified. In certain situations, you may be requested to assist by identifying a local handyman. In such cases, quotations should be sent directly to the Society for approval.
Tenants are reminded not to authorise repairs; the staff team must go through stringent checks first.
Visit the Your home page to find out more about repairs and responsibilities
