You and Saffron share responsibility for looking after your home and making repairs.
We are responsible for most repairs, but you are also responsible for some including:
We are responsible for:
These are general repairs reported to us by tenants, staff, non-executive directors and others. They include repairs like re-washering a tap and sticking doors. Most of these are done by appointment.
You can ask for a repair to be carried out by:
When reporting a repair you will need to give:
The person taking your call will ask questions to try to determine exactly what the problem is. The more information you can give us, the better chance we have of completing your repair first-time.
Depending on the type of repair, an inspector may have to visit to find out exactly what work is needed. If we need to do this, we will make an appointment with you.
The priority we give your repair will depend on how urgent it is.
If you have an out-of-hours emergency, you can call our 24 hour number on 01508 532000. Our emergency team will carry out essential work to stop the situation from becoming worse, such as turning off a faulty appliance and making it safe. We will aim to carry out any other repair work on the following working day.
Emergency repairs might include:
When you moved into your Saffron home, a Saffron representative will have given you a copy of the Saffron Tenant Handbook. The Handbook, along with your tenancy agreement, sets out the rights and obligations that you and Saffron bear in relation to repairs to your home.
Where a repair is not considered normal wear and tear, there is likely to be a charge. This can happen if you, members of your household, or visitors have damaged the property, or in some other situations. In most cases, you will have to pay the charge before we carry out the repairs. If the repair is covered by Right to Repair legislation, or is in the home of a particularly vulnerable person, we will make arrangements for you to pay after the work has been carried out.
For more information please download our Recharge Booklet.