Repair

If a tenant has a repair problem then the process to follow is:

What is an immediate emergency repair?

This is a fault which presents an immediate danger to your safety, security or health. It will be treated as an emergency and we will respond immediately.

For example:

What should I do?

From 8.30am to 12.30pm, Monday to Friday, call the AHA Office on 824870

If it is after 12.30pm or before 8.30am or on a weekend or Bank Holiday, or an answerphone message has not been returned, call:contact our out-of-hours contractor on 07781 433212 or 07911 718914.

What happens?

Whoever takes your call, they will assess if the problem needs an immediate or 24 hour emergency repair. It may be that the repair can be left safely until the next working day.

If the AHA call out a contractor to deal with an immediate emergency repair, you or a responsible member of your household must remain at home to give access or give us permission to enter your home.

Failure to do this:

A contractor called out at night or over the weekend may not be able to carry out a full repair. The contractor will then make your home safe until the full repair can be completed, normally on the next working day.

Remember you will have to pay for a call-out (and work) that you have requested in this fashion but that is not regarded as a 'same day' emergency and this could be very expensive.

What is a same day emergency repair?

A same day emergency repair is a fault that is not an immediate danger to your safety, security or health but that will require urgent attention. This is an emergency that we will respond to within 24 hours or the next working day if it is an out of hours call.

For example:

What should I do?

From 8.30am to 12.30pm, Monday to Friday, call the AHA Office on 824870 and/or leave a message on the answerphone

If it is after 12.30pm or before 8.30am or on a weekend or Bank Holiday, or an answerphone message has not been returned, call our out-of-hours contractor on 07781 433212 or 07911 718914.

What happens?

Whoever takes your call, they will assess if the problem needs an immediate or 24 hour emergency repair. It may be that the repair can be left safely until the next working day.

If AHA call out a contractor to deal with an immediate emergency repair, you or a responsible member of your household must remain at home to give access or give us permission to enter your home.

Failure to do this:

A contractor called out at night or over the weekend may not be able to carry out a full repair. The contractor will then make your home safe until the full repair can be completed, normally on the next working day.

Remember you will have to pay for a call-out (and work) that you have requested in this fashion but that is not regarded as a 'same day' emergency and this could be very expensive.

What is an urgent repair?

An urgent repair is a repair that is not considered to be an emergency but still needs prompt attention. The AHA will respond to these types of jobs within three working days and examples of these are:

What should I do?

From 8.30am to 12.30pm, Monday to Friday, call the AHA Office on 824870 and/or leave a message on the answerphone giving your name, address, contact number and details of the issue.

What happens?

AHA will assess the problem and instruct a third party contractor to attend. The AHA will pass your contact details onto whoever has been issued with the job and they will contact you directly to arrange access to the property.

It may be the case that it's easier for you to give permission for contractors to access your property whilst you are out and in that instance, you will arrange access with them, or with your permission, we will issue a front door key to the contractor and they will let themselves into your property to carry out the repair.

What is a routine repair?

A routine repair is a general repair where there is no immediate urgency required to complete it. The AHA will respond to these jobs within 21 working days and examples of these are:

The 21 day timescale is the maximum time it will take for when the task should be completed by and these jobs are usually attended to well within that time frame.

What should I do?

From 8.30am to 12.30pm, Monday to Friday, call the AHA Office on 824870 giving your name, address, contact number and details of the issue.

What happens?

Whoever takes your call at the AHA will assess the problem and will either instruct one of our own technicians or a third party contractor to attend. The AHA will pass your contact details onto whoever has been issued with the job and they will contact you directly to arrange access to the property.

It may be the case that it's easier for you to give permission for contractors to access your property whilst you are out and in that instance, with your permission, we will issue a front door key to the contractor and they will let themselves into your property to carry out the repair.

The AHA's contractors and technicians work to set response times depending on the urgency of each maintenance task, these timescales are set out below.

Timescales

Immediate emergency

Immediate response

Such as fire, burst pipes or danger to life.

Same day emergency

Within 24 hours

Unusable toilet, broken lock which denies access or exit

Urgent

Within three working days

Such as blocked sink, leaking roof, partial loss of power or loss of heating and hot water.

Routine

Within 21 days

Such as broken fences, decoration after a leak.