Day to Day Repairs

The responsibility for looking after your home is a joint one.

We are responsible for most repairs but you are also responsible for some including:

• decorating the inside of your home
• keeping the inside and outside of your home clean
• fixing damage caused by members of your family and visitors
• some minor repairs

Day to day repairs

These are general repairs reported to us by tenants, staff, board members and others. They include repairs like re-washering a tap and sticking doors. Most are done by appointment.

How do I report a repair?

You can ask for a repair to be carried out by:

• Phoning the Housing Repairs Service on 01508 532060 between 8.45 am and 5.00 pm, Monday to Thursday, and 8.45 am to 4.15 pm on Friday.
  This is the most efficient way of reporting your repair as the request is dealt with directly by the people responsible for organising the work. Our busier periods are all day Mondays and between 08:45am and 10:30am of each working day. If your request for a repair is not urgent we would suggest not contacting us during these periods.
• Emailing us: repairs@saffronhousing.co.uk
• Visiting our office in person
• Advising your Area Housing Officer or any other member of staff who is visiting your home
• Writing to the Housing Repairs Service at Saffron, Saffron Barn, Swan Lane, Long Stratton, Norfolk NR15 2XP for non urgent works Minicom 01508 532086 for people with hearing difficulties or text: 07717 993909

What will I need to tell you?

When reporting a repair you will need to give:

• Your name, address and telephone number
• Information about the nature of the problem and its location within your home

The person taking your call will ask questions to try to identify exactly what the problem is, please be as specific as you can.

Depending on the type of repair, an inspector may have to visit to find out exactly what work is needed. If this is required we will make an appointment with you.

How quickly will you do my repair?

An appointment will be offered for all repairs and the priority we give your repair will depend on how urgent it is. We give each job a priority target which decides how long it should take to complete.

• All emergency repairs will be dealt with within 24 hours.
• All urgent repairs will be completed within 5 working days.
• All routine repairs will be completed within 20 working days.
• Potentially dangerous situations will be dealt with as a “Priority 1” – a maximum of 3 hours to inspect and make safe the fault. Examples of priority 1 include faulty immersion heater thermostats as well as other potentially life- threatening situations.