Our Repairs Service

At PHA, we know that doing repairs quickly and effectively is often the most important thing you look to us for. As a small, local housing association, we don't have big contracts for these services but generally work with local tradespeople and smaller companies who can meet the needs of our residents. This also helps to keep work in the local community. You can find out more about some of the people we work with on our Partners page.

Who Does What?

Repair responsibilities are split between PHA as your landlord and you as the occupier.

PHA Responsibility

We are responsible for making sure that your home is safe and fit to live in and for carrying out many of the repairs in your home. This includes things like: (not exhaustive)

• External & Structure
  We will keep the structure of your home in good repair including:
  
  
• drains, gutters, external pipes (but not minor blockages)
• roof, chimneys, flues (but not sweeping chimneys)
• outside walls, outside doors, windows
• internal walls, floors, ceilings, doors (where these are provided)
• paths, steps or other access to your home
• boundary walls and fences
  
  
• Services
  We will keep any installations provided by us in good repair and working order including:
  
  
• baths, sinks, toilets, waste pipes
• electrical wiring, sockets and switches (but not bulbs)
• gas pipes and water pipes (within the boundary)
• water heaters, fitted fires, central heating systems
  
  
• Common Parts
  Where these are owned by us and provided for the benefit of all residents, we will take reasonable care of :
  
  
• shared hallways and stairwells
• shared green spaces owned by us
• shared refuse areas
• laundries
• play areas

Your Responsibilities

You also must look after your home as a condition of your tenancy. This includes taking reasonable care of your home as you live in it, not causing damage to any part of your home, letting us know quickly if repairs are needed and giving access to our team or our contractors so we can get repairs done.

You are responsible for things like : (not exhaustive)

• replacing tap washers
• replacing light bulbs
• replacing fuses
• replacing toilet seats and toilet roll holders
• replacing plugs on appliances
• replacing batteries
• replacing cupboard door handles
• clearing minor blockages to sinks or WCs
• closing doors when showering or bathing to avoid condensation
• making sure any tumble dryers vent outside the property
• opening trickle vents on windows or opening windows to keep your home well ventilated
• looking after any garden area that is private to you
• replacing glass that you or your family members break
• replacing keys if you lose them

Timescales for Repairs

We have four categories for repairs in your home and each has a different target time:

Emergencies - these are things that present an imminent or immediate and significant risk to people or to property. This would include things like a total loss of heating in your home in winter or a serious leak.

We will attend and make the situation safe within 24 hours. Often, an emergency repair will need a further repair to get everything completely back on track.

Urgent Repairs - these are things that could lead to a significant risk to people or property if left unattended or which cause significant disruption or inconvenience to residents. This might include things like a partial loss of electricity or heating or a minor leak underneath a sink or radiator. We aim to attend and resolve these issues within 7 calendar days.

Routine Repairs - these are repairs that need to be done but which are not urgent. This might include a loose cupboard door, misting within double glazed panels, slow draining from a sink or bath. We aim to attend and resolve these issues within 28 calendar days

Programmed/Non-Essential- these are repairs which have to be programmed over a longer period because they rely on things like scaffolding or plaster drying out. It also covers situations where we have agreed to do something that is an optional repair or improvement - such as adding a new socket or radiator (where you have adequate heat). We will let you know what the timescale is for these repairs as it will be specific to each job.

Improvements, decorations, alterations and adaptation

We may carry out improvements to your home, particularly where elements of your home have reached the end of their useful life and are starting to need a lot of repairs. A good example is upgrading your boiler when it is old and is starting to break down regularly. We don't replace things just because they are old; if they are in good condition and work well, we will keep them.

We will decorate the outside of properties as this is needed over time - usually on a cycle of 7-10 years. This period is longer now than in the past as paint and other protective coatings last longer and may of our homes have UPVC windows and doors which do not need the same sort of maintenance.

If you need alterations or adaptation in your home because of health needs (including things related to older age), we will be happy to help with these. We often work with the local authority to make these sorts of changes using special grants. Please get in touch if you need things like stair handrails, grab rails in the bathroom, taps that are easier to turn on and off - or more significant changes like adaptations for wheelchair use.

Changes You Want to Make in Your Home

We always want you to feel that the property is your home and if you want to carry out improvements or alterations, you should let us know so we can advise you. You must not carry out changes to your home without getting our permission first, which we will not unreasonably withhold. If you do make changes without our permission, we may charge you for putting this back to the way they were.

If you are carrying out works, you must make sure you use competent people and suitably qualified people for things like electrical work.

Changes that you would need to tell us about would include (not exhaustive):

• any removal of a wall, partition, door or window
• blocking up or adding a window or door
• removing or redirecting water or heating pipes
• removing or adding water heaters or space heaters, including open fires or log burners
• removing fixed cupboards including kitchen cupboards
• removing or adding sinks, WCs, baths or showers
• putting up a sattelite dish or other aerial on the outside of your home/block
• adding a fence or wall
• adding a car port, conservatory or porch
• installing a pond
• decorating the outside of your home or your boundary wall/fence