Our Repairs Service

How to Report a Repair

By phone: You can call us 24 hours a day on the Repairs Hotline number: 0800 358 1401. Outside our normal office hours (9am-5pm), please report emergencies only on this number.

In person: You can call into our head office at Blain House, Bridge Street, Penrth during normal office hours (9am-5pm). Alternatively, report to any of our Officers visting your estate or area.

In writing: You can use the online repairs form or write to us at Blain House, Bridge Lane, Penrith, Cumbria CA11 8QU. Please describe the the repair needed as clearly as possible and give us some access details, including a contact telephone number if you can.

By e-mail: You can send us an e-mail to this address: repairs@edenha.org.uk. Your e-mail will be responded to within 24 working hours.

Online: Contact us by completing the online repair form. Please describe the repair needed as clearly as possible and give us some access details, including a contact telephone number if you can. Your message will be responded to within 24 working hours.

Our Repairs Service

To ensure that our customers get the best possible service, we prioritise repairs as follows:

Emergency Repairs

Emergency repairs are defined by as the following:

• Any fault which could lead to death or injury of occupants, visitors or public
• Any fault which could seriously endanger the health of occupants, visitors or public
• Any fault which could cause extensive damage to our property or your belongings
• Any fault which could cause serious inconvenience to you and/or your household or other residents
   

Examples of emergency repairs:

• Collapsed floors or ceilings
• Blocked WC (when only one in the property)
• Total loss of heating (winter months)
• Total loss of electric power (not caused by utility services)
• Renewal of lock when door cannot be secured
• Burst pipes or tanks (but not weeping/leaking pipes or dripping taps)
• Blocked drains where effluent is overflowing within the property

Emergency works will normally be restricted to the immediate rectification of the fault ("make safe"), or protection of the residents and/or the dwelling, unless the defect can most efficiently be rectified at that time. The current response time for emergency repairs is attendance within 2 hours of you telephoning us, 24 hours a day.

Outside office hours, you will be able to telephone emergency repair requests directly to our standby service, which will respond appropriately as stated above. Any further work will be ordered and carried out within the appropriate timescales.

You may be recharged when an emergency repair request is made which is clearly not an emergency.

Prioritising Repairs

When prioritising repairs, account will be taken of the vulnerability of the household and in appropriate circumstances a higher priority may be given.

You will appreciate that some repairs are more urgent than others, and for that reason we operate a priority rating system. You will be informed of the priority rating given to your repair when it is reported, and in the receipt we send to you.

Repair requests other than emergencies will be prioritised as either Urgent or Routine, or be programmed as future planned repairs.

Examples of repair categories are set out below:

Urgent - completion within 7 calendar days

• Heavily leaking overflow
• Leaking WC
• Faulty locks (where property can be secured)

Routine - Completion within 21 calendar days

• Glazing
• Leaking Taps
• Repairs to doors and windows

A pre-inspection of the repair may be carried out by a Property Officer, in cases where the extent and nature of the work is large, complex, or it is not clear from your request. We aim to have all such pre-inspections undertaken within 7 calendar days.

The priority given to the repair will then incorporate the time taken to carry out the inspection. On receipt of an order, the contractor is expected to complete the order within the response time stated, unless a revised period is agreed with you if it becomes apparent that the work cannot be completed with the period.

For further information about repairs please refer to the tenants handbook which is to be found under the ‘renting' area of the website.

 Appointments

For Urgent and Routine repairs we will arrange an appointment with you. In most cases, we ask our contractor to make the arrangements directly with you, within 24 hours of receiving your request.

Appointments are normally in the morning or afternoon.

Our Repairs Performance

During 2008/09 we dealt with:

99% of Emergency repairs within 24 hours. Our target was 98%

95% of Urgent repairs within 7 days. Our target was 95%

94% of Routine repairs within 21 days. Our target was 93%