How Long Will I Wait
All repairs to your 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, where the customer is vulnerable, 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 – attended within 2 hours to make safe, or if possible, to repair
These are repairs which, if not undertaken, could:
- Constitute a real risk of injury or death
- Lead to major damage of your home
Emergency repairs – completed within 24 hours, include:
- Total loss of electric power (not related to issues with utility providers)
- Partial loss of electric power (where this is related to more than one fitment)
- Unsafe power or lighting socket or electric fitting
- Total loss of water supply
- Total loss of gas supply
- Partial loss of gas supply (where there is no other form of heating)
Urgent repairs – completed within 5 working days, excluding the day the repair is reported, Saturday, Sunday and Bank Holidays, include:
- Partial loss of water supply
- Blocked sink, bath or hand basin waster pipes
- Blocked or leaking foul drain, soil stack, or toiler pan (where there is no other working toilet in the dwelling)
- Toilet not flushing (where there is no other working toilet)
- Leak from water or heating pipe, tank or cistern
- Tap which cannot be turned
- Loose or detached banister or hand-rail
- Rotten timber flooring or stair tread
- Leaking roofs
- Door entry phone not working
- Mechanical extractor fan in internal kitchen or bathroom not working (excluding installations)
- Restore heating or hot water (completed within 3 working days during summer months and 1 working day during winter)
Non urgent repairs - all other repairs completed within 20 days, excluding the day the repair is reported, Saturday, Sunday and Bank Holidays, include:
- Plastering repairs
- Renewal of doors
- Renewal of windows
- Renewal of wash hand basins
We provide appointments for the completion of responsive repairs and pre-inspections:
- Morning appointment 8 am to 12 noon
- Afternoon appointment 12 noon to 4 pm
- Evening appointment 4 pm to 6 pm
- Saturday morning appointments 8 am to 12 am
We also offer a School Run appointment, between 9.30 am and 2.30 pm, if you have to take children to school.
The Technical Support Service is trained to prioritise repairs taking into account individual circumstances because vulnerability can impact on customers in different ways. Where a repair is impacting directly on a customer’s health or well being we will always try to work flexibly and, in some circumstances, may carry out the repair sooner. We may also, in some circumstances, waiver a rechargeable repair for vulnerability reasons.
To help us to provide a service that meets your needs complete a Customer Profile Form for the Tenant and Joint Tenant and the Household Member Profile form for anyone living with you.
All information is dealt with in the strictest confidence, and in compliance with the Data Protection Act 1998. Alternatively phone us and we will complete the form on your behalf.
Scheduled Repairs are non-essential repairs carried out at set time of the year, in set areas of the borough. The month we will attend to carry out the repair is based on the date you report your repair.
Click on Related Documents to see the types of work that are classed as scheduled repairs and to see when we are next in your area.
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.
Your rights are set out below. The regulations only cover the repairs listed below. There are also some exceptions:
|Description Of Right to Repair Defect ||Target in full working days |
|Total loss of electric power ||1 |
|Partial loss of electric power ||1 |
|Unsafe power or lighting socket, or electrical fitting ||1 |
|Total loss of water supply ||1 |
|Partial loss of water supply ||3 |
|Total loss of gas supply ||1 |
|Partial loss of gas supply ||1 |
|Blocked flue to open fire or boiler || |
Total loss of space or water heating
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) ||1 |
|Toilet not flushing (where there is no other working toilet in the dwelling) ||1 |
|Blocked sink, bath or hand basin waste pipes ||3 |
|Tap which cannot be turned ||3 |
|Leaking from water or heating pipe, tank or cistern ||1 |
|Leaking roof ||7 |
|Insecure external window, door or lock ||1 |
|Loose or detached bannister or hand-rail ||3 |
|Rotten timber flooring or stair tread ||3 |
|Door entry-phone not working ||7 |
|Mechanical extractor fan in internal kitchen or bathroom not working || |
Right to Repair Procedure
If we fail to carry out a repair listed above within the time limit given on the acknowledgement card, you should write to the Director of Property (Technical) 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 (Technical) Services Director will arrange for another instruction to be given for the work to be carried out. If the work is still not carried out within the time limit given you should contact the Director of Property (Technical) 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.