repairs

We respond to residents' requests for quick and efficient repairs by having partnering arrangements with Geoffrey Osborne Ltd and Rydon Property Maintenance Ltd, and a specific contract for gas with Swale Heating Ltd., for the vast majority of our homes.

For our outer lying homes, local arrangements have been made with mhs for Gillingham, Chatham and Dartford, Mears group for Kingston.

If you need a repair to your home, and it is our responsibility (as defined in the Repairs Handbook issued to you - further copies available - contact us 020 8313 3310) you should call the contractor DIRECT during normal office hours (8am to 5pm, Monday to Friday excluding Public and Bank Holidays):

For an Out of Hours service:

Repairs are carried out on a priority basis and you will be advised of the priority allocated to your repair when you call. Our target times are:

These times are the maximum waiting times. We aim to carry out more than 95% of these much sooner. For Urgent and Routine repairs, we will offer you an appointment. Whilst we try very hard not to exceed these deadlines, there are times due to circumstances beyond our control (e.g. awaiting replacement parts, bad weather) where this is unavoidable. When this happens, we will endeavour to keep you informed until the job is complete.

Other repairs are your responsibility. If we do the work for you, we will first agree the costs and charge you for the work. You will be expected to pay the bill quickly. Your repair responsibilities include:

• Damage caused by you, someone living with you or a visitor.
• Putting right misuse of any fixture or fitting within your home.
• Internal doors (except fire doors), internal door locks, latches, handles, hinges, keys and rubber door stops.
• Fitting new locks, if you lose your keys.
• Replacing cupboard catches, handles and hinges.
• Plugs and chains to sinks, hand basins and baths.
• Accidental damage to sinks and toilets.
• Replacing broken glass in windows and doors, unless it is criminal damage. (You will need to provide an official crime number from the Police.)
• Unblocking sinks, hand basins and baths.
• Replacing plugs, fuses and light bulbs.
• Decorating the inside of your home.
• Replacing door bell and smoke alarm batteries.
• TV aerials (not shared ones).
• Shower hoses.
• Toilet seats.
• Fluorescent light tubes and starter switches (see page 15), unless they are in shared areas.
• Anything that you have fitted to your home, inside or outside.
• Any non standard items which were gifted to you at the start of your tenancy.
• Plumbing to washing machines.

You are responsible for looking after your own garden:

• Keeping it tidy and cultivated and free of rubbish.
• Making sure shrubs, hedges and trees do not become a nuisance to neighbours.
• Maintaining garden paths and patios.
• If you keep a dog, making sure that when it is in the garden, it does not become a nuisance to neighbours.

You are also responsible for dealing with mice, rats and other pests and dealing with bee and wasp nests, unless they are in a shared area.We may be able to help you with some of these problems if you are elderly or have special needs.

If we repair something that is your responsibility, we will recharge you the full cost.