Housing Maintenance and Repairs
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This team deals with all the individual repair requests from tenants and has responsibility for receiving repair requests, inspecting and/or issuing works to contractors and making sure the work is done correctly and on time.
- Reporting a repair
- Repair categories and timescales
- What repairs will be undertaken for tenants
- Repair responsibilities of the tenant
- What happens if there is no-one home when the contractor calls ?
- What happens if a contractor misses an appointment?
- Right To Repair Scheme - What happens if an urgent repair is not completed on time?
- Tenants' right to compensation for improvements
- Void standard
- Emergency out of hours telephone number
- Contractor code of conduct
- It may be possible to receive grants for improving your home
Reporting a repair
If you need to report a repair or fault in your property then contact Customer Services immediately to prevent any serious damage occurring.
When reporting the repair, we need your name, address, telephone number and as much information as possible about the problem. We also need to know when you are at home or when you can give access to the contractor doing the work. For the text service text REPAIR (for a new repair) or CHASE (to chase up on a repair) with your surname, first line of your address, when you are available and details of the problem. A reply will sent to confirm an appointment for the work. Eg. REPAIR Smith 65 Tintagle Manor in all day Tuesdays blocked toilet or CHASE Brown 47 Cooke Street repair front door.You can report a repair in any of the following ways:
- By text to 07881 668706 (see above for instructions)
- On-line via the Council's website On-line forms
- Emergency repairs out of hours 0845 6341212
- By telephone 01322 343800
- By fax 01322 343619
- By mail: Customer Services, Housing Services, Civic Centre, Home Gardens, Dartford, Kent DA1 1DR
- By personal visit to the: Civic Centre (opposite the railway station) or telling your Housing Officer, Supported Housing Officer or the Estate Ranger.
What Happens Next
Provided we have enough information to tell the contractor what needs to be done, an order will be placed. If a Technical Officer needs to look at the problem before an order can be placed, a home visit will normally be made.
How Long Will I Have To Wait
This will depend on the type of repair needed. Repairs fall into 5 main categories ranging from emergencies, where a very quick response is needed, to general maintenance which can be planned over a period of time. Please note that if a Technical Officer needs to call to specify the repair, the priority timescale commences from the date he/she raises the order with the contractor.
Repair categories and timescales
If there are any special circumstances which could make your repair more urgent, for example, if you are elderly, disabled or have young children, please tell us when you report the repair
What happens if there is no-one home when the contractor calls?
If you are out when the contractor or a Technical Officer calls, a card will be left showing a telephone number for you to ring and make a convenient appointment
What happens if a contractor misses an appointment?
Please telephone Customer Services as soon as possible on 01322 343800.
Void Standard
Vacant properties which we let to you will all have been inspected to meet the following minimum standard:
- Floors will be leveled and even - holes will be filled with a leveling compound.
- All properties will have had the electric and gas supplies checked for safety. No water pipes will leak.
- All properties will be cleaned.
- Where they present a hazard, fireplaces will be removed.
- Decorations will be left but if redecorating is required decoration allowances will be awarded. In the event that the property is a sheltered dwelling the room(s) will be added to a forthcoming internal decoration programme.
- Kitchens worktops will be clean and be suitable for food preparation and all match. We will ensure that there is a minimum of 1 wall unit, 1 floor unit and a sink unit will be fitted. Plumbing for washing machines will be the responsibility of the tenant to provide.
- A full copy of the new standard is available upon request from Customer Services (01322 343800)
Emergency out of hours telephone number
If an emergency occurs outside normal working hours you should telephone the Council's 24 hour emergency service on: 0845 6341212
This service is available to you if there is an immediate danger or risk to you or your home. It may be appropriate to carry out temporary repairs with follow up work being undertaken during normal office hours.
