Frozen Pipes Advice

If the pipes are frozen in your home you should:-

• Keep your heating on full
• Open any cupboards where there are pipes to circulate the heat.
• Identify where the main stop cock is for the cold water supply - so if there is a burst the supply can easily be isolated
• Check on a regular basis to see if the supply has returned but do not keep taps open.

If you are unlucky and your pipes burst isolate the water supply by turning off the supply at the stop cock and contact the Association as soon as possible either by phoning 0844 892 0321 during office hours or 0800 783 7937 out of hours.

Repairs and Maintenance

It is important for both you and the Association that houses are maintained to a high standard. The Association will repair most items in your home, however, you will be responsible for some repairs. Please refer to the Tenants Handbook for information on these repairs.

If a repair needs to be done because you have been careless or negligent, e.g. flooding from your washing machine or shower, then you have to do it yourself or pay for it to be done. We may carry our repairs that are your responsibility and then send you a bill for the cost of the work.

If you are unable to give access after it has been arranged but you do not cancel the appointment, you will be recharged the cost of the contractors time for the aborted call.

Quality of Service
Making sure repairs are done properly is important to you and the Association. We want to ensure that our repairs service is as good as possible. We monitor our own performance and the performance of our contractors to ensure you get good quality of service.

You have a critical role in this. After you report a repair we will send you a ‘Repair Satisfaction Form’. You should fill this in to tell us whether or not you are happy with the standard of repair. If you are not happy, e.g. if the contractor was untidy, impolite or did a bad job then please let us know. We will investigate all complaints about poor quality work. We may also telephone or visit you to check that repairs have been done properly.  For more information on the services we provide you can download our Tenants Handbook.