Ordering a Repair

All repairs should be reported promptly to the Repairs Contact Centre on 737694.

Your Enquiry

Who do I contact about repairs?

The best way is to telephone the Repairs Contact Centre. We can then discuss the problem with you directly and tell you what will happen. You are also welcome to visit us, write to us or e-mail us. See CONTACTING US for phone numbers.

What if it is an emergency?

Call the Repairs Contact Centre at any time of day. See CONTACTING US.
Please be sure that we would agree that it as an emergency rather than an urgent repair. If you ask us to carry out a repair outside normal working hours and we find it is not an emergency, we will charge you for the additional costs. See REPAIRS STANDARDS.

Who will carry out the work?

Most repairs are carried out by approved contractors. Their operatives are required to act in a professional manner and to treat you and your home with respect.
Anyone visiting your home on behalf of Doncaster Council will be wearing an identification card. Do not let anyone in until you have seen this card and are confident that they are genuine. If you are in any doubt contact us. A genuine caller will not mind waiting outside. Call your Area Housing Office.

When will the work be done?

When you report a repair we may agree a date when the repair will be done or we will put the work into a response time category which sets the date by which the repair work should be completed. See REPAIRS STANDARDS.
Most repair work is carried out during our normal working hours - the exception will be for emergencies. See CONTACTING US.
If the repair work is to the outside of your property it may be done while you are out. If so the operative will leave a card to say that the repair work has been done.

What if I cannot be in when arranged?

If you can't be in as agreed, please tell us as soon as possible. If an operative calls at the agreed time and no-one is in, a card will be left. This will give you the phone number of the contractor. You need to contact them to arrange another date. If you do not respond, the job may be cancelled.

Ordering Your Repair

1. Before you contact us

Look up your repair problem on the relevant page of this book.
Note down the information you need to give us.

2. When you contact us

Let us know your name and address and phone number (if you have one).
Give us details of the repair.
Tell us if there is anything we need to be aware of, for example, you are hard of hearing or have difficulty getting to the door.

3. The repair is recorded

Details of your repair will be noted and put into one of our repair response categories. See Our Response Times in REPAIR STANDARDS.
An order will be placed
or
An inspection will be arranged to assess what needs to be done.

4. Calling times are discussed

We will discuss when it is convenient for the repair work or inspection to be done. For most repairs inside your home we will agree an appointment for a specific day.

5. The repair is acknowledged

For all repairs, you will receive an acknowledgement, telling you:

who will come to your home
the target date by which the repair or inspection should be carried out.

(6. Inspection and further acknowledgement - Only if necessary

An inspector will call on you to assess the extent of the problem. He or she will then place an order for the work. You will receive another acknowledgement telling you:

who will come to your home
the target date by which the repair should be carried out.)

7. Work is carried out

An operative will call on you to carry out the work. If you are not at home, he or she will leave a card asking you to contact the contractor to make an appointment.

8. Quality inspections

We may visit your home to carry out a quality check on the work that has been done in your home. The Inspector will leave a satisfaction form for you to fill in and return to us. See REPAIRS STANDARDS.

Your Enquiry | Ordering Your Repair

[ Contents | A-Z Index ]