Responsive Repairs – Advice and Guidance
Who is responsible for repairs to my home?
Gedling Homes is responsible for most but not all of the repairs to your home. The full list of repairs we are responsible for can be found in your Tenancy Agreement. Some of the more common repairs which we will carry out for you are:
- drains, gutters and pipe-work
- external fabric of buildings, including roofs, windows and doors
- internal structure including plasterwork, walls, ceilings and floors
- chimneys, chimney stacks and flues
- garages and external stores
- principal pathways, steps and means of access
- boundary walls and fences
- external painting
We will keep the installations in the property that provide water, gas, electricity, sanitation, space heating and water heating in good repair and proper working order.
We will keep the common facilities, including hallways, staircases, passages, landings, lifts, doors, lights, handrails, balustrades and door entry systems in good repair.
What repairs do I have to do?
You may be required to pay for repair or replacement if damage is caused to the property and/or the fixtures or fittings deliberately or by your own neglect or the actions or neglect of people who live with or visit you (inc. children).
You may be required to pay for the costs of:
- reinstating any unauthorised or unsatisfactory alterations or improvements carried out by you
- any electrical faults or fires, or other faults caused by you or due to your appliances
- any damage caused to the home as a result of the lawful execution of a warrant by the Police
- any repairs required that have not resulted from fair wear and tear
- any unnecessary call-out made by you to our Emergency Repair Service and/or other authorised body
- Gedling Homes gaining access to your home on your behalf as a result of lost or forgotten keys
You must do all minor non-structural repairs as determined by us including:
- replacing plugs and chains to baths, sinks and wash basins
- minor plaster cracks to
internal walls and ceilings
- refitting doors after laying of carpets
- releasing windows stuck after internal painting
- electrical plug tops and fuses
If you fail to do these repairs and we carry them out, you will be required to pay our charges for doing these repairs. Please remember that your home will be inspected when your tenancy ends and you will be charged for the cost of any repairs that are your responsibility or where damage has occurred.
How do I report a repair?
If you want to report a repair then you can contact us by a number of different methods.
Telephone - You can telephone our 24 hour repairs hotline on
0300 0300 400
In person - You can call in person to our Customer Contact Centre at the Civic Centre, Arnot Hill Park, Arnold, Nottingham NG5 6LU
Opening hours are Monday to Thursday 9.00am - 5.00pm and Friday 9.00am - 4.30pm
By email - You can request repairs by email at
enquiries@gedlinghomes.co.uk
By letter - You can request repairs by letter, which should be addressed to:
Gedling Homes, Gedling House, Wood Lane, Gedling, Nottingham NG4 4AD.
By fax - Request your repairs by fax on 0115 952 4975
Whichever method you use to report a repair please give your name, address and telephone number and as much detail about the repair you are requesting as possible, and when you are at home.
How soon will somebody come?
If you contact us by telephone you will be given an appointment at a time that suits you. If you contact us in any other way we will make every effort to speak to you to arrange an appointment that is convenient to yourself. If we are unable to speak to you we will write to you advising you of your appointment. If this date is inconvenient you can contact us to rearrange a more suitable time.
How can you help us?
You can help us to get your repair completed quickly by ensuring our staff and contractors have access to your property at the appointment time.
Will the contractor ring me before they come?
You will receive a text reminder when the appointment is raised, another the night before the work is to be undertaken and one to say that operative is on the way. You will only receive these if Gedling Homes has your mobile phone number. It doesn’t go to landlines. Customers also receive a confirmation letter with date and am/pm appointment details.
How long will I have to wait for a repair?
Repairs are categorised according to the nature of the work.
- E (Emergency repairs) attend in 4 hours and make safe, then repair
within 24 hours if possible
- A (Urgent repairs) repairs within 7 calendar days
- B (Routine repairs) repair within 28 calendar days
- C (non routine repairs) repair within 90 calendar days
What if my repair happens at night or the weekend – who should I call?
Call 0300 0300 400 day or night. If you call when the office is closed you will be transferred to our out of hours service who will process your call.
To download our Factsheet with this information please click the following link.
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