How Long Will I Wait?
All repairs to you home will be carried out to a high standard
but clearly some repairs are more urgent than others. The timescale
for your repair will therefore be based on repair categories.
We always try to work flexibly with our customers and in some
circumstances, usually for older people or people with
disabilities, we may come and see you sooner.
Please advise us of any circumstances you consider we should be
aware of in order for us to offer you a service suitable to meet
your needs
Emergency repairs – 2 hours
Emergency repairs are those which, if not
undertaken, could:
- Constitute a real risk of injury or death
- Lead to major damage of your home
- Render your home insecure
Urgent repairs – 24 hours
Urgent repairs are those repairs which are
required to:
- Restore partial loss of essential services
- Clear blocked waste pipes
- Repair taps that will not turn
- Repair stair treads or handrails
- Result in you suffering a total loss of heating or hot water in
winter
Heating repairs in summer - 3 days
- Restore heating or hot water during summer
Routine repairs – 5 days
- Leaking roofs
- Mechanical extractor fans in kitchens or bathrooms
- Electronic door-entry phones
- Minor plumbing and electrical works
- External door locks
All other repairs – within 20 days
Batched Repairs
Are those repairs which are larger or more complex in
nature and which can be scheduled as part of a programme or works
in order to take advantage of economies of scale. This
will reduce administrative and overhead costs and no time
scales will be allocated to this category of works.
Right to Repair - Tenant Information
As a tenant you have the right to have repair work carried out
under the legal contract between the St. Leger Homes and yourself,
as set out in the Conditions of Tenancy.
You also have rights under the 1985 Housing Act. According to an
amendment to this Act you can, under certain circumstances, receive
compensation if certain repairs are not carried out within the
prescribed time period.
Details of your rights are given in a leaflet called 'The Right to
Repair', produced by the Department of the Environment. Copies are
available at any of our housing offices.
The regulations only cover the repairs listed below. There are also
some exceptions:
- total or partial loss of electric
power
- unsafe power or lighting socket, or
electrical fitting
- total or partial loss of water
supply
- total or partial loss of gas
supply
- blocked flue to open fire or
boiler
- total or partial loss of space or water
heating
- blocked or leaking foul drain, soil
stack, or toilet pan (where there is no other working toilet
in the dwelling.
- toilet not flushing (where there is no
other working toilet in the dwelling)
- blocked sink, bath or hand basin waste
pipes
- tap which cannot be turned
- leaking from water or heating pipe,
tank or cistern
- leaking roof
- insecure external window, door or
lock
- loose or detached bannister or
hand-rail
- rotten timber flooring or stair
tread
- door entry-phone not working
- mechanical extractor fan in internal
kitchen or bathroom not working.
Right to Repair Procedure
The procedure is as follows:
If St. Leger Homes fails to carry out a repair
listed above within the time limit given on the acknowledgement
card, you should write to the Director of Property Services, St
Leger Homes of Doncaster, St Leger Court, White Rose Way, Doncaster
DN4 5ND. You may also use our online Complaints, Compliments and Comments
form.
In your letter explain what has happened, giving the details of
when the repair was reported and when it was due to be carried
out.
The Property Services Director will
arrange for another instruction to be given for the work to be
carried out. You will be sent a second acknowledgement card with a
new time limit.
If the work is still not carried out within
the time limit given on the second acknowledgement card you
should contact the Director of Property Services again.
Explain the situation and claim the compensation that is due to
you. If a compensation payment is agreed, it will then be credited
to your rent account.
Compensation will only be paid if you have allowed access to your
home at the appointed times.
The amount of compensation will be £10 plus £2
a day for every day the repairs remains outstanding, up to a
maximum of £50.
Click here for details of how
to Report a Repair