|
||
|
|
||
|
Repairs and Maintenance
What you can expect from our repairs service Co-op Homes is committed to making sure that every customer receives a quality service and that each enquiry is addressed quickly and fairly. To achieve this, all staff at Co-op Homes have received extensive training on how they can improve their customer service skills. Our Repairs Policy and Procedure is available for download below. Who do you contact with a repair request? It may be helpful to keep the following information to hand so you can let us know as soon as a maintenance problem arises. This information is also included in your Tenant Handbook. To report a repair between 9am to 5pm Monday to Friday (excluding Bank Holidays) Telephone: 0845 059 7717 In person or by phone at your local office: Brentford 020 8568 4112 By e-mail: To report an emergency repair out of office hours (5pm to 9am) and at weekends* (and all day Bank Holidays) Telephone: 0845 059 7717 *Please note that this service only handles requests for emergency repairs. For your information, since January 2007 we have been using DW Oxford for all day to day repairs to Co-op Homes properties in the London and West region. What happens next? Appointments System: Making an appointment: When you contact us to report a repair we will agree an appointment date with you (unless it is an emergency), with a choice of a morning or afternoon appointment. In the case of routine 30 day repairs, you may be contacted by the contractor to re-arrange the appointment if they can do it sooner. Some jobs may also require a second visit and the contractor will arrange another appointment with you at the time of the first visit - they will inform Co-op Homes that they have done this. If you are a member of a Co-op that we provide a maintenance service for, we will make an appointment for you at a mutually agreed time and date with your Co-op's contractor. When you order a repair, you will be sent a copy of the repair order and a satisfaction slip to complete and return. We really value your feedback and need it to ensure that our service continues to improve so we would be very grateful if you could please return the satisfaction slip in the envelope provided as soon as your repair is completed. Some repairs are more urgent than others, so we have a list of timescales detailed below, which will help you to understand how long your repair will take to be resolved. Emergency Repairs - within 24 hours Emergency repairs include:
Urgent repairs - within 7 days An urgent repair substantially affects the comfort and convenience of the occupant. In general, heating repairs fall into this category. Examples include:
Routine Repairs - within 1 calendar month A routine repair is one that can be deferred without serious discomfort, inconvenience or nuisance to the tenant or a third party, and one that does not contribute to the long-term deterioration of the building. Examples include:
Tell us what you think We genuinely want to know what you think about our repairs service so we can make it better. If you have recently logged a repair request, you should receive either a follow up telephone call or feedback form providing you with the opportunity to have your say on how you think your repair was handled. Please be honest with us as we use your information to make improvements to the service. Contact Details Co-op Homes If you would like information supplied in alternative formats, such as Braille, large print, on audio tape, or in another language, please contact Co-op Homes on 020 8568 4112. |
||||
