Orwell aims to maintain properties to the best of our ability. In order to keep our properties at a high standard, we rely on you to help us by reporting faults as soon as you are aware there is a problem. We require reasonable access to carry out repairs.

Please use our online portal or App to report a repair. Alternatively, you can complete our online form or call us on 0345 60 100 30.

Give as much detail as possible about the problem, and clear information about access to the property and your telephone contact details. At this stage, the Customer Service Team can usually tell you whether the repair is an emergency or routine repair.

We expect the contractor, who will carry out the repair work to commence as soon as possible and no later than 6 hours for an emergency or within 21 calendar days for all other jobs.

All orders for repairs are processed by the Customer Service Team, who will in the case of emergency or routine work contact the contractor direct to report the problem. In most cases you will then be put through to the contractor to arrange an appointment time that is convenient to you.

You will receive a text confirming your repairs order. If requested, an email or hard copy can be sent for your records.

It should be noted that a contractor, when attending an emergency, may only be able to do a temporary repair to make your property safe and secure until a more thorough repair can be made. This may be re-defined as ‘Routine’ and the completion deadline extended.

Should the appointment date or repair not be carried out within the specified time, you should contact the contractor directly using the information provided in the initial communication or contact the Repairs Team on 0345 60 100 30 who will find out why it has not been done.

If this happens again you may be entitled to compensation– see below.

Gaining access to our residents’ properties is one of the major obstacles to repair work being carried out, and we request that you fully co-operate with the contractors. If a key could be left with a neighbour when you are out during the day, we will ask you to confirm that you agree to our contractor entering your home unaccompanied. Failure to give access may result in the repairs order being cancelled.

Gas

If a gas leak is suspected, the gas supply should be turned off at the meter and call British Gas immediately.

✆ 0800 111 999

Electricity

In the event of a total power failure, the trip switch on the consumer unit should be checked before contacting UK Power Network.

✆ 0800 316 3105

Water

If the water supply has failed due to a problem associated with the mains water pipe or you identify a burst mains water pipe then the water company, Anglian Water, should be contacted.

✆ 0345 714 5145 - Drains and flooding

✆ 0800 145 145 - Leaks

Emergencies

These will be dealt with within 6 hours.

• Total loss of electrical power – if you have a card meter, please check you have credit on the card.
• Electrical checks following flooding or water penetration.
• Unsafe power, lighting socket or electrical fitting likely to cause injury.
• Total loss of water supply.
• Total or partial loss of gas supply or leak.
• Blocked flue to open fire or boiler.
• Total or partial loss of space or water heating where there is a vulnerable person.
• Blocked or leaking foul drain, soil stack, or toilet pan (where there is no other working toilet in the property).
• Uncontrollable leaking from water or heating pipe, tank or cistern.
• Insecure external window, door or lock.
• Structural damage to property e.g. fire, storm or flood.
• Failure of lift.
• Failure of warden call alarm system.
• Faulty fire alarm system.
• Faulty smoke or Carbon monoxide alarms.
• Total or partial loss of room heating. (During October to March).
• Fire or Flood.
• Gas Leak.
• Overflowing sewage in the tenant’s home.
• Socket or switch that is dangerously faulty.
• Exposed or loose electrical wires.
• Forced entry and replacement of lock where a person is locked out or inside the property (this repair will be recharged unless you provide a crime reference number).
• Re-securing doors where the property is not secure.
• Make safe rotten timber floor boards or stair tread.
• Internal leaks that can be controlled using a bucket or bowl.
• Additional security measures if you are a victim of domestic abuse.

 

Urgent Repairs

These are less serious than emergencies and will be dealt with within 7 calendar days. Some examples are: (This is not an exhaustive list)

• Partial loss of electric power.
• Partial loss of water supply.
• Total or partial loss of room or water heating. (1st April to 30th September)
• Blocked sink, bath or basin (this may be a re-chargeable repair).
• Defective cistern or overflow.
• Minor plumbing leaks/defects.
• Leaking roof (of property – not sheds/outbuildings).
• Faulty timber flooring or stair tread.
• Loose or detached banister or hand rail.
• Immersion heater repairs.
• Flooring/floor covering is damaged/uneven and is dangerous.
• Heating system failure: temporary heaters delivered on first visit; additional works required.
• Drainage cover is loose or damaged.
• Anything else deemed as a potential risk or hazard to health and safety that isn’t an emergency.

 

Routine Repairs

These will be done within 31 calendar days

• Renew door furniture.
• Renew lock.
• Overhaul window.
• Replace taps.
• Renew wash hand basin/bath.
• Replace light switch/socket outlet.
• Roofing repairs.
• Kitchen unit repairs- please note kitchen repairs will only be done for matters of Health and Safety or general wear and tear. Kitchen replacements will be carried out as per our programmes, to find out when your kitchen is due for replacement please contact us.
• Plastering repairs.
• Wall tiling repairs.
• Guttering repairs.
• Glazing repairs.
• Graffiti- this will be treated on a case by case basis, if it is offensive we may be able to move this to an urgent repair.
• Door entry phone not working.

 

Repairs Plus

Planned up to 12 months. We will always aim to book these in as soon as we can within this time.

• Brickwork loose/damaged.
• Garage door repair.
• Loft insulation.
• Door frame repair.
• Wall/base unit repair/replacement.
• Meter cupboard door/box repair/replacement.
• Internal door repair.
• Bath panel damage.
• Boxing repair/replacement.
• Skirting/architrave repair.
• Bollard or parking post repair.
• Gate/fencing needs repair/replacement – where OHA responsible.
• Misted glass.
• Boiler Upgrade.
• Storage Heater Upgrades.
• Fencing repairs- please note fencing repairs are currently on hold due to high numbers of demands. New requests will only be raised if they pose a Health and Safety risk.

As of 1st November Orwell will no longer continue to carry out fencing repairs. Customers will be written to advise that from this date fences will be gifted and customers responsibility. This is except for boundaries alongside public footpaths. From this date Orwell will only provide and maintain 2 privacy panels between gardens adjacent a patio which will be close boarded wooden panels, with the remainder being marked by chain link fencing. Customers may install their own wooden fences with permission.

Orwell will no longer continue to carry out repairs and replace all patios and paths within a tenant’s garden. Orwell will provide and maintain one patio directly adjacent your back door and a path leading to your back gate. Any additional patio areas or multiple paths will be the responsibility of the tenant. Customers may install their own additional patio areas with permission.

 

Orwell strives to ensure that all its properties are built to a high standard by closely supervising the building programme from start to finish. However, faults can still arise and you as tenants of a new property will probably be the first to find them.

Therefore, we would like to inform you of the procedure for dealing with repairs to new properties

All new properties are subject to what is termed the ‘defect liability period’. This means that any faults that develop are the responsibility of the building contractors to put right. Any defects will be identified in an inspection at two intervals:

• 12 months after the property was built – for defects in the building.
• 12 months after the property was built – for defects in heating/plumbing and electrical installations.

You can help in this matter by listing any repairs that need to be done by the contractors to hand in at the time of inspection

If your repair is an emergency, please use our online portal or App to report the repair. Alternatively, you can complete our online form or call us on 0345 60 100 30.

Should the contractor fail to respond to the time limits set out in the works order and this is reported by you to Orwell, a second time limited period  is allowed  in which the contractor must commence the repair work. For the second period, we will have 24 hours to attend an emergency repair. If the contractor fails to undertake the repair requested in this second period, then you are entitled to claim compensation from Orwell of £10.00, plus £2.00 per day (up to a maximum of £50.00) for every day the repair remains outstanding, providing access has not been denied. 

Compensation will only apply to integral parts of the property. A compensation claim form is attached for your convenience. Further claim forms are available from the Orwell office.