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This document applies to our rented properties: for any enquiries for outright sales properties or shared ownership, please refer to your Home User Guide.

Introduction

At Orwell Housing Association, we are dedicated to providing efficient, high quality repair services to ensure the safety, comfort, and wellbeing of our residents. This service standard outlines the procedures and expectations for reporting and handling repairs, classified by urgency to ensure timely responses.

Appointment slots are currently between 8am-4pm, with school run times available between 9:30am-2:30pm for those for children of school age. Some evening appointments may be available on Thursdays. This will be reviewed annually; we hope to be able to deliver timed slots in the future.

What Orwell, as Landlord, is responsible for

Keeping the structure of the properties we manage, including its interior and exterior, in reasonable repair.

This includes:

• The roof, outside walls, outside doors, window sills, window catches, sash cords, glazing putties and window frames including the necessary external painting and decoration.
• Internal walls, skirting boards, doors and door frames, hinges, locks, door jambs, thresholds, letter boxes, door handles, floors (but not actual floor coverings unless we have supplied a water resistant covering, and this has worn out or been damaged by the refitting of your kitchen) ceilings, plasterwork (but not internal painting and decorating, except in some sheltered and supported housing schemes).
• Drains, gutters and external pipes, chimneys, chimney stacks and flues but does not include sweeping.
• Pathways, steps or other means of access. Please note that we are not responsible for removing ice or snow during periods of bad weather. Where there is an on-site Caretaker, any blocked paths which are our responsibility will be cleared as much as is practically possible to do.
• Garages and stores in our ownership.
• Communal lighting, door entry systems, alarm systems & decoration.
• External decoration- we normally carry this out every 6 years depending on the rate of deterioration.
• Boundary walls and boundary fences alongside public footpaths.

You must not decorate the outside of your home without permission. Some paints can shorten the lifespan of woodwork, recharges would apply if this has been done incorrectly and without permission.

Keeping in good repair and proper working order the installations we own for the supply of water, gas and electricity, for sanitation and for space and water heating.

These include (but are not limited to):

• Basins, sinks, baths, toilets, flushing systems and waste pipes.
• Electrical wiring, including sockets and switches, gas and water pipes, and taps.
• Starter mechanisms for fluorescent light fittings (but not the tubes).
• Water and space heaters, fireplaces, fitted fires and central heating installations.

What you as the Tenant are responsible for

You are responsible for the upkeep of your home.

This includes:

• Fitting of TV aerials and satellite dishes (where not provided by Orwell). If you are thinking of installing satellite TV, you must first seek written permission from Orwell, and in the cases of flats you may also require planning permission. We will reserve the right to specify the location of satellite dishes on any of our properties. If you erect a dish without permission we reserve the right to have it removed and re-charge the cost to you.
• Minor cracks to plaster (except in some sheltered and supported housing schemes).
• Adapting doors to accommodate carpets.
• Internal decoration (except in some sheltered and supported housing schemes).
• Replacing locks or keys which have been lost. If you have a mortice lock we will re-charge you for the cost of replacing it.
• There is no charge for replacing a core on a lock, but you will be recharged for keys. If you require any additional keys, please contact us and we will order them for you upon receipt of payment. However, if your home has been burgled and the lock broken, Orwell will replace the lock without charge. (These costs are correct at the time of going to press. We reserve the right to alter the amounts charged if costs change).
• Minor gaps between skirting and floors which are capable of being filled by you whilst decorating (except in sheltered and supported housing schemes).
• External and internal window cleaning (except sheltered and supported housing schemes, where external window cleaning is covered by service charge.)
• Plumbing-in and maintaining washing machines or dishwashers. Plugs and chains on sinks, baths and basins, (except in sheltered housing schemes).
• Toilet seats (except in sheltered and supported housing schemes).
• Bathroom cabinets, towel rails, toilet roll holders.
• Light bulbs and fluorescent tubes (fluorescent tubes are provided by Orwell in sheltered housing schemes).
• Changing of domestic fuses (except sheltered and supported housing schemes). See box on the back page of this leaflet for further advice)
• Maintenance of any fittings and appliances not provided by Orwell.
• The bleeding of radiators (except in sheltered and supported housing schemes) – when you switch the central heating system on for the first time in winter, please check that the radiator valve is fully turned on and that some radiators may contain air that needs discharging using a radiator key to bleed them.
• Fencing between you and your neighbours.
• Individual shed maintenance and repairs.
• Curtain rails.
• Tidy dryers, washing lines and rotary dryers (unless communal or in sheltered and supported housing schemes).
• Shelving, coat and hat rails.
• Provision/replacement of dustbins/wheelie bins, unless otherwise specified by Orwell. Some local Councils supply these to each household and most Councils are changing over to a dual or triple bin system for recycling. If you are not sure, contact your Housing Officer or local Council for advice.
• Pest Infestation within the premises- For cases of infestation of rats, mice, fleas, red bugs, pigeons etc please contact us for advice.
• Doorbell batteries and light bulbs.
• Smoke & Carbon monoxide detector batteries and testing.
• Hedge / lawn cutting and maintenance of private gardens, including private fences, sheds and garages. Please note that the terms of your tenancy agreement requires you to maintain your garden in reasonable order.
• Rubbish clearance and cleaning of private areas.
• Cleaning of common parts except where specified as part of service charge.
• Floor coverings (except in kitchens and bathrooms where Orwell has supplied a water resistant covering – this will be replaced if your kitchen has been refitted or the floor covering is worn out). Please note damage caused by you is your responsibility, e.g. in moving appliances.
• Filters to extractor fans.
• Telephone and TV connections.
• Blocked WC/waste pipes. We can unblock WCs and pipes for you but we will recover the cost of doing so from you – normally before the work is carried out. Please see the scale of charges for rechargeable items set out on the opposite page.
• Water butts are gifted to the property during the development.
• All future repairs and replacements are tenant responsibility.

In addition to the above, you are responsible for the cost of any repair required as a result of your neglect or misuse. If we undertake this repair, we will recharge you for the work undertaken.

If your home is damaged by a third party, you must report it to the Police and request a crime number before reporting it to the Repairs Hotline on 0845 60100 30 otherwise we may charge you for the repair.

WARNING:
Some systems that are powered by combination boilers require a certain amount of air pressure to remain efficient – therefore in no circumstances should you bleed radiators in these systems. If you’re unsure, please check with the customer service team.

You will be forewarned if such a system exists or is installed in your home. If you fail to take heed of this warning and the system is damaged as a result, you may be charged the cost of repair or replacement.

Tenant Recharges – Scale of Charges

(as at 1st January 2024 – reviewed regularly)

Broken windows
Out of hours board up - £120.00
Office hours board up - £80.00

Reglazing
Double glazed unit - £120.00
Single glazed unit - £80.00

Lock changes
Out of hours - £120.00
Office hours - £80.00

Plumbing works
Blocked toilet - £80.00
Blocked sink - £80.00
Blocked shower/bath - £80.00
Washing machine blocked - £80.00
Electric test: tenant damage - £95.00

Bathroom repairs
Replace broken basin - £150.00
Replace broken WC pan - £120.00

Door repairs
Replace internal door - £150.00
Replace front door/rear door - £520.00
Replace Fire Door - £241.00
Replace Composite Timber - £140.00

Miscellaneous
Damage to cables - £80.00
Aborted call-out charge - £75.00

Please note that we reserve the right to alter the scale of charges. For any re-chargeable repair we will request an upfront payment either in cash or paid by credit/debit card, prior to the repair being ordered. In certain circumstances, an arrangement to pay the charge in instalments may be possible, but the tenant must pay something on account.

Loss of Power

If you experience power failure you will need to do the following, depending on the type of consumer box that you have:

1. Check the consumer unit, the location of which will have been advised by your Housing Officer.
2. Reset trip switches as necessary.
3. Check it isn’t a fault with your appliance by turning off all appliances, and one by one turn them back on, to establish which one trips the switch.

If you are unsure of what to do please contact us.

Insurance

We encourage you to take out appropriate insurance to cover the cost of making good any damage as outlined above. Please note that it is your responsibility to ensure that your home contents are adequately insured against damage or loss. Our insurance will not cover your personal possessions unless the damage or loss was caused by us. If you wish to know more, please contact your Housing Officer.

We expect the contractor, who will carry out the repair work, to commence as soon as possible and in any event no later than 6 hours for an emergency, within 7 calendar days for urgent job, within 14 calendar days for non-urgent work and within 31 calendar days for a routine job, from the time the repair was reported.
Planned works is scheduled between 6 - 12 months.

Reporting Repairs

You can report repairs online using via our online portal:

www.orwell-housing.co.uk/i-am-a-customer/the-orwell-app/ Alternatively you can call us on: 0345 60 100 30

We will require the following:

• Detailed description of the problem including photographs where possible.
• Your availability for when we can come and carry out the repair.
• Your telephone contact details.
• Details of any vulnerabilities within the household.

All orders for repairs are processed by the Customer Services Team, who will in the case of emergency or urgent 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. For Orwell Repairs once your repair has booked you will receive a text message with your appointment date and time, we will then text you on the day when our operative is on his way.

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 redefined as ‘urgent’ and the completion deadline extended.

Should the repairs not be carried out within the specified time, you should contact the Customer Service Team again, who will endeavour to find out why it has not been done. If this happens again you may be entitled to compensation – see below.

Failure to give access may result in the repairs order being cancelled.

Out of Office Hours

When requesting an emergency repair out of office hours your telephone call to this office will be redirected to a call centre, – who cover such problems when Orwell’s offices are closed. The staff will talk to you about your repair request and determine whether it is a emergency or not before contacting our Contractors. Assuming your repair request is an emergency then you can expect a contractor to attend and make safe and secure within 6 hours.

List of Repairs Classifications

1. 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.

2. 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.

3. 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.

4. 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.

New Homes Defects Procedure

Defect Liability Period:

First Inspection: 12 months post construction (building defects).
Second Inspection: 12 months post construction (heating/plumbing/electrical defects).
Reporting Urgent Defects: Use the Repairs Hotline: 0345 60 100 30.

Emergency Contacts:

Gas Leak: Turn off gas at the meter.
Contact National Grid: 0800 111 999
Electricity Failure: Check the trip switch on the consumer unit.
Contact UK Power Network: 0800 7838 838

Water Supply Issues:

Contact Anglian Water: 0845 7145 145