As a resident, your rent includes repairs which are due to fair wear and tear.
To report a repair during normal office hours (Monday to Friday, 9-5pm), please phone us on 0203 966 2320.
To report a repair that has an immediate risk to a person or a property out of hours, please call 07974 737209.
We have set timescales for different types of repair:
| How quickly we will attend your home once the repair is reported to us | Example of this type of repair | |
Emergency A | Attended to and made safe the same day | Damage or faults to a property where there is an immediate serious risk to persons or property, for example unstable structures or serious flooding. |
Emergency B | Same day | · Gas leaks • Dangerous electrical faults • Complete lighting failure • Serious water leaks from tanks and pipes • Blocked drains • Dangerous structures • Failure of heating system in winter when property is occupied by elderly tenants, tenants with young children or otherwise vulnerable • Re-glazing where its absence presents a lack of security • Public area lighting • Blocked toilets (where there is only one toilet in the property) • Lift breakdown. |
| Emergency C | Within one working day | No hot water or heating outside winter months • No heating (outside winter months or where tenants are not vulnerable). |
| Urgent | Within three working days | Leaking pipes/waste traps • Faulty front door locks (but not lock-outs which are the responsibility of the tenant) • Blocked toilets (where there is more than one toilet in the property) • Intermittent electrical fault (‘tripping’ circuits) |
| Routine | Within 15 working days | All other items of a day-to-day repair nature. |
We ensure that the safety of tenants is considered in the design and delivery of landlord services and take reasonable steps to mitigate any identified risks to tenants.
No one should live in a property with damp or mould. We have trained operatives who can help tackle these issues. Please do report it to us, and we will complete an inspection within 24 hours for excessive damp and mould and within five days for routine issues.
We also look out for any damp and mould issues during other inspections, such as gas safety checks, in your home.
Preventing and treating condensation, damp and mould in your home (youtube.com) has been produced by another housing provider. It is a useful reminder of things you can do in your home to avoid condensation, as well as things you can expect us to fix such as gutters or leaking pipes.
If you’ve concerns about heading your home, these links might help with funding:
Warm Home Discount Scheme: a one-off discount on electricity bills.
Winter Fuel Payment: people born before 26 September 1956 may get between £250 and £600 to help pay their heating bills. Running for winter 2023 and 2024. This is in addition to any other cost of living payments.
Cold Weather Payment: support for individuals receiving certain benefits or Support for Mortgage Interest (SMI). A payment will be received if the average temperature in the household’s area is recorded as, or forecast to be, zero degrees Celsius or below over 7 consecutive days. Households will receive a payment of £25 for each 7 day period of very cold weather between 1 November and 31 March.
Citizens Advice: this organisation can help households with income maximisation, applying for energy grants, and help people to understand their energy bills or manage finances or fuel debt. This page provides an overview..
NEA – the UK’s leading fuel poverty charity: provides direct support to people, including income maximisation advice and advocating on issues including improving energy efficiency of homes. Gives advice on warm and safe homes, and advice for those struggling to pay their bills.
Help with energy bills (Shelter England): this article outlines the various sources of financial support available and who can access these funds.
Money Helper: provides advice on how to save on gas and electricity and what help is available to households who are concerned about paying their bills or missing a payment.
If you have any concerns about the safety of your home or have concerns about paying for heating, please contact us.
Each year, every single Windrush Home legally needs to have a gas safety check. Please do let us into your home when you’ve made your annual appointment. This check ensures your boiler and any other gas appliances such as fires, are well-maintained.
We also complete other safety checks, including annual lift servicing, fire safety checks, electrical testing, asbestos and water hygiene.
For a copy of your gas safety certificate or if you’ve any concerns, contact us.