Repairs Standards

How long will I wait before the repair is 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 your repair should be completed. See Our Response Times. In some circumstances, the problem may need to be inspected first. See Inspections. Our response times cover certain repairs which must be done within set time limits under the Tenants' Right to Repair Scheme. See Tenants' Right to Repair below. All the response completion times are measured from when we place the repair order with the contractor.

What is an emergency repair?

Repairs are treated as emergencies if they are necessary to avoid danger or risk to the health of the occupants or serious damage to the property. See Our Response Times. If you call us out and your repair is not an emergency we may charge you for the additional costs involved.

What if I am not satisfied with the service?

Let us know if the repair is not completed on the date agreed or within the response time allowed.
If you are not satisfied with the work that has been done or the service provided, we want you to contact us to discuss the problem and we will try and get things sorted out.
You can also complete a satisfaction form which we can send you if you call the Repairs Contact Centre, or you can collect one from any Council Office.
If you feel that we have failed to provide a service or acted in an unfair or discriminatory way towards you please tell us. See COMPLAINTS in your Tenants' Handbook.

Does anyone check on the standard of workmanship?

We inspect a sample of all repairs completed. This ensures we keep an eye on the general level of workmanship.
We also encourage feedback from you, our customers. You can complete a satisfaction form which you can collect from from any Council Office or we can send you one if you call the Repairs Contact Centre.
Telephone surveys are also carried out from time to time by the Doncaster Federation of Tenants. The households contacted are selected on a random basis.

Our Response Times

When you report a repair to us we assess the problem and then put it into one of the following categories.

Emergency - we will carry out the work or make the situation safe within 24 hours. Certain high-risk emergencies will be done within 2 hours. This is for when there is real risk of injury or death, major damage to the property, the property is not secure or there is total loss of heating or hot water in winter. Any follow-up work will be completed as soon as possible.
Urgent - we will complete the repair within 3 working days. For work to restore partial failure of essential services, sanitation, water or electrical supply, or heating systems.
Less Urgent - we will respond within 7 working days. This is for small repairs that need to be done urgently to overcome serious inconvenience to the tenant, to prevent immediate damage to the property, or where it might lead to a health or security problem.
Non-urgent - we will respond within 28 calendar days. This is for general work where the repair problem does not cause immediate inconvenience and is not dangerous to members of the household or the public.

Inspections: Some problems need to be looked at before repair work can be ordered. An inspection will be carried out within 4 working days. If it is an emergency it will be carried out on the same day.

Requirements of Our Operatives and Contractors

Anyone working on our behalf in your home must:

show you their identity card before entering your home
take care of your property and belongings and protect them from damage, dust and paint
be polite and treat you with respect
keep your home safe and secure at all times
make sure materials and tools do not cause danger
clear their rubbish from inside your home and garden at the end of each working day
make sure gas, water and electricity are connected at the end of each day and when the repair is completed
warn you and neighbours of any likely noise or disturbance they will make and keep it to a minimum
keep you informed about how work is progressing.

They are not allowed to:

smoke or play radios in or around your home
be in your home with children under 16 without an adult member of the family or friend present
receive gifts from tenants
keep keys to your home
use your electricity supply without your consent
use your phone without your consent.

These requirements are part of a Code of Conduct. You can ask to see a copy of the Code at your Area Housing Office.

Tenants' Right to Repair

Under the Right to Repair regulations, you have a right to have certain repairs completed within set time limits. The Right to Repair is explained on the back of your repair acknowledgement.

Government information on the Right to Repair can be found at www.odpm.gov.uk.

Your Enquiry | Our Response Times | Requirements of Our Operatives and Contractors | Tenants' Right to Repair

[ Contents | A-Z Index ]

REPAIRS STANDARDS