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Home > Contact Us > Report a repair
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North Lincolnshire Homes shares responsibility for looking after and maintaining your home.
We are responsible for keeping the basic structure and outside of your home in good repair and to maintain certain internal fixtures and fittings. We are also responsible for maintaining installations in good working order such as central heating and for the supply of gas, water and electricity.
How to report a repair
You can now report a repair a number of ways:
Online:
The easiest way to report a repair is using our online web form, you can do that by clicking here.
Telephone
Our free phone repairs line is: (0800) 032 6363
Our fully trained staff will be on hand to answer your calls from 8am to 6pm, Monday to Friday. Please note that calls may be recorded for training purposes.
For 24-hour emergency calls, please see below.
You can also report a repair in person at any of our Customer Access Points during normal working hours.
If you have an emergency repair out of office hours, that is a repair which if left unattended would present a health and safety risk to people or property, you can also call the repairs hotline above.
You can help us by providing as much information as possible about your repair problem so we know exactly what needs to be done to sort it out. It would help if you could refer to your repairs handbook when you call.
We will ask you:
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What the problem is
- Where it is
- When it started
- What is happening now
Repairs by appointment
When you report a repair, we will wherever possible, make an appointment with you to deal with it. If we can agree a definite date when you will be at home we will guarantee to call on that day. We will give you either a morning or afternoon appointment.
Morning appointments can be from 8am to 12 noon and afternoon appointments can be from 12 noon to 4pm.
Once we have made the appointment with you we will send you a letter confirming this.
Sometimes if we can’t determine the exact repair your need, we will need to call and inspect the problem first. Again we will arrange to do this by appointment with you.
Cancelling appointments
We will always try and contact you in the unlikely event of us not being able to keep an appointment. If this happens then we will try to contact you to let you know as soon as we can and offer an alternative appointment.
If for any reason you find you are unable to keep your appointment please call us on free phone: (0800) 032 6363 and let us know. Please try to give us as much notice as possible which will enable us to give the appointment to someone else.
When we visit your home
All our trades people and contractors who call on you to carry out repairs will introduce themselves and show you their North Lincolnshire Homes' identification card.
You can confirm their identity by contacting us on free phone: (0800) 032 6363
Our friendly, professional operatives aim to carry out their work with a minimum disruption to our customers. We will respect your home and take steps to protect your property and possessions from dust, paint or building materials and tidy up any mess we make whilst carrying out work.
You can help us carry out the work efficiently by making sure your home and garden is clean, tidy and free from any obstructions so we can do any repairs safely. You must also keep any pets, especially dogs, under control and make sure any young children are kept at a safe distance from any work that is being carried out.
Repairs made easier
We have tried to make the repairs process simpler and easier to understand. There are now five priority categories for repairs. How soon a repair is carried out will depend on which category the repair comes under.
Priority 1 - Emergency repairs
These are problems that could cause a danger to health, safety or could lead to serious damage to your home. These will be responded to by the end of the next working day.
If we cannot fix the whole problem immediately we will make it safe and then call back to complete the full repair as soon as we can. Emergency repairs are such things as:
Total loss of electricity
- Unsafe electrical fitting
- Gas leaks - following report to Transco on:
Free phone: (0800) 111 999
- Total or partial loss of gas supply
- Total or partial loss of heating or hot water - throughout the year.
- Blocked flue to an open fire or boiler
- Total loss of water supply
- Blocked or leaking sewer soil stack or toilet
- Toilet that wont flush when it is the only toilet in the property
- Leaking water or heating pipe, water tank, cistern or toilet (but not toilet overflows that are dripping from the outside overflow pipe)
- Insecure downstairs window external door or external lock
- Dangerous structures such as chimneys or loose roof tiles where we consider immediate action needs to be taken for the safety of yourself and the property. A make safe repair will be completed as soon as possible You will not be given an appointment for an emergency repair
- Faulty communal staircase or corridor lighting in blocks of flats or sheltered accommodation
Priority 2 - Urgent repairs
These are problems that could affect the comfort of your home Priority 2 repairs are things like:
- Partial loss of electricity
- Partial loss of water supply.
- Blocked sink, bath or basin
- Tap which cannot be turned on or off
- Loose or detached banister or hand rail for stairs
- Rotten floorboards or stair treads
These will be responded to within three working days
Priority 3 - Non urgent repairs
These are repairs that don’t affect the safety or security of the home but if not fixed within a reasonable time can cause damage or inconvenience to tenants. Priority 3 repairs are things like:
- Holes in the roof where rain is coming in or roof tiles have come off in a storm
- Cracked or faulty back boilers or hot water tanks
- Overflows which are dripping outside the property
- Electrical fittings not working but are not a danger to health (including kitchen and bathroom extractor fans)
- Door entry phone not working
- Glass in windows and doors (after being made safe as a emergency repair)
- Taps dripping
- Broken chimney pots
- Collapsed ceilings
These will be responded to within seven working days
Priority 4 - Non urgent repairs
These are non-urgent repairs. In most cases we will make an appointment for an inspector to call and assess the repair within 28 working days. This type of repair covers:
- Replacement of cracked wash hand basins or toilets that are not leaking
- Repairs to gutters and rainwater pipes
- Easing or re-hanging of internal or external doors
- Weather boards
- Easing Windows
- Repairs to kitchen units
- Repair or renewal of floor covering
- Renewal of fires
- Replacement of missing/damaged roof tiles
- Skirting boards
When we inspect this type of repair we will tell you what action we are going to take. Sometimes we may decide to replace something instead of repairing it and we will include the job as part of a planned programme of work.
Priority 5 - Planned work
These are jobs that are planned well in advance and done on a group of homes at the same time such as bathroom replacements, new kitchens and replacement windows and doors.
For more information about this type of work see our Planned Work to Your Home leaflet
Repairs that are your responsibility
The types of repairs and replacements that are your responsibility are outlined in your Tenancy Agreement.
These include:
- Decorating the inside of your home
- Unblocking waste pipes and drain gullies (except where the blockage occurs outside the tenant’s control)
- Sweeping chimneys other than at the annual service, which we carry out
- Filling minor cracks and sealing the edges of the bath, wash basins and sinks
- The handles, bolts and catches of internal doors, cupboards and windows (but not those on uPVC and metal windows)
- Letter boxes and door numbers
- Toilet seats and the chains and plugs for washbasins, baths and sinks
- Fire grate bottoms and ash pans. We will replace these at the annual service if necessary
- Fences and gates (apart from those installed by North Lincolnshire Homes' or the council, when they were landlord of your home)
- Light bulbs, fluorescent tubes and their starters, electrical fuses and batteries for smoke alarms in your home
- Wheelie bins and other refuse containers
- Any sheds garages or outbuildings which do not belong to North Lincolnshire Homes'
Rechargeable repairs
If something in your home is damaged by you, a member of your family or a visitor to your home then we may charge you to carry out the repair.
Your right to repair
As a tenant you have the right to have repair work carried out under the legal contract between North Lincolnshire Homes' and yourself as set out in your Tenancy Agreement.
You also have rights under the 1985 Housing Act. According to an amendment to this Act you can under certain circumstances receive compensation if certain repairs are not carried out within a set period of time. Details of your rights can be found in a leaflet called The Right to Repair produced by the government. These can be obtained by contacting us on:
free phone: (0800) 032 6363
The regulations only cover certain repairs as listed in The Right to Repair leaflet.
There are some exceptions:
Where the repair costs more that £250
- Where there are severe weather conditions
- Where access is not provided
Please see the leaflet for full details.
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Copyright North Lincolnshire
Homes 2008
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North Lincolnshire
Homes Limited | Meridian House | Normanby Road | Scunthorpe
| DN15 8QZ | Telephone 01724 279900.
Company registration number 05439434 | registered charities
number 1117952 | Housing Corporation registered number
L4486
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