Reporting a repair - South Essex Homes

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Reporting a repair
Date Published: October 2008
South Essex Homes – Keeping you informed
www.southessexhomes.co.uk 0800 833 160
Minicom 0800 833 162

Reporting a repair
You must tell us if we need to carry out a repair to your home. To
report a repair, please call the Customer Contact on 0800 833 160 or
go to www.southessexhomes.co.uk.
If you live in a sheltered housing scheme, your sheltered housing
officer or Careline can report repairs on your behalf.
When you contact us for a repair, please tell us:
• where you live (name, address and telephone number)
• what needs doing
• when you will be at home for the contractor to visit
• about you and your family’s needs (for example, if you are elderly,
have a disability or have young children).
For all non-emergency repairs, you can choose an appointment time
in the morning, afternoon or evening.
Priority times for repairs
When you report a repair, we will give it a priority, depending on how
urgent it is. Our priority times are as follows:
• emergency (where life or property is at risk): response within four
hours and work completed within 24 hours
• urgent (where there is no immediate danger to people or
property): work completed within five working days
• routine (non-urgent): work completed within 20 working days
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Emergencies outside working hours
If you need an emergency repair between 5.00pm and 8.00am or at
weekends and public holidays, please call the Customer contact
centre on 0800 833 160. If you live in sheltered housing scheme, you
can also contact your sheltered housing officer or Southend Careline.
We may just ‘make safe’ in an emergency and return to do any further
work in normal working hours.
Avoiding delays
We may sometimes need to inspect the problem before ordering a
repair.
If you are out when we call, the operative will leave a calling card with
a phone number for you to call and tell us a convenient time for the
inspection to be carried out.
Your repair may be delayed if:
• you give us the wrong information about the repair
• we need to order spare parts or have something specially made
• the work involves a number of different trades (for example,
plumbing, carpentry and tiling)
• you do not keep an appointment or arrange for another adult to be
at home in your absence
All our staff and contractors carry identity cards with their name and
photograph. Please ask to see their card before letting them into your
home
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Please contact us for more information
Visit us at South Essex Homes, 49 Alexandra Street,
Southend on Sea, SS1 1BW
Write to us at South Essex Homes, Cheviot House, PO
BOX 5817, Southend on Sea, SS1 9EL
Minicom 0800 833 162
Telephone us on freephone 0800 833 160
Email us customerservices@seh.southend.gov.uk
Visit our website www.southessexhomes.co.uk
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