Repairs

An update on our repairs service: December 2021

Our repairs service is currently operating as normal, but a small number of customers may experience delays to non-essential repairs. Our contractors will contact any customers who may be impacted directly and we will keep you updated on any developments.

Please see our Christmas Covid-19 update for information about Covid-19 safety during repairs.

Here's what Habinteg tenants can expect:

 

Emergency repairs

Emergency repairs are our highest priority and we expect to be able to attend to these within the usual 24 hour turnaround time.

Please report emergency repairs by phone to Habinteg Direct so that we can deal with them as promptly as possible. Call 0300 365 3100 (Monday to Friday, 9am-5pm) or use our out of hours service on 0345 601 3389 at all other times.

Urgent repairs

We will endeavour to complete urgent repairs within 5 working days however due to reduced contractor resource some may not be completed within this timeframe. The contractor will make an appointment with you for your repair and keep you informed of any changes.

Routine repairs

We will endeavour to complete routine repairs within 20 working days however due to reduced contractor resource there will be occasions when they are not able to complete the work within this timeframe. The contractor will make an appointment with you for your repair and keep you informed of any changes.

Routine safety checks

All health and safety and compliance work, such as electrical testing and gas servicing, will continue as normal.


How to report a repair

You can report your routine repair via your online Habinteg account. If you haven’t already got an online account, you can set it up by visiting my.habinteg.org.uk.This will help us keep the telephone service available for emergencies, and for customers who can’t report online.

If you do need to phone us, you may find it takes longer than usual to get through to our Customer Services Team at the moment. This is because the team are working at home during lockdown and we’re also receiving more calls.

What category is your repair?

If you are unsure what category your repair falls into please refer to our repairs guide below or check with the Customer Services Team.

This guide covers:

  • repairs that Habinteg is responsible for
  • repairs that tenants are responsible for
  • how to report a repair
  • out of hours emergency repairs service
  • how quickly repairs will be completed
  • how contractors should behave in your home
  • what happens if a repair is not carried out on time
  • how we check repairs are carried out correctly

Downloads

Habinteg's repairs and maintenance service standardHabinteg's repairs service standard [pdf] 

 

 

 

 

 

 

 

Download our repairs guide

Repairs guide [PDF] 257KB

Repairs guide [docx] 145KB

Work for us

A group of Habinteg staff celebrate #ForAccessibleHomes. The staff are holding a banner that says

Working at Habinteg

We believe that mutual commitment and shared responsibility is key. We are an equal opportunities employer and aim to be an employer of choice. Everything we do is underpinned by our four cultural values: Agile, Accountable, Ambitious and Attentive.

We offer a comprehensive and person-centred employment package to our staff. This includes:

  • Flexible approach to working week including full-time, part-time and job-sharing possibilities.
  • Welcoming, accessible work environments including remote working
  • Training and development programme
  • Ethical pension scheme from the Pensions Trust.
  • Life assurance scheme
  • Eye test
  • Cycle scheme
  • Subscription payment

Being open and honest about our performance is an essential part of our culture. This is why we place importance on independent assessment of our organisation as an employer. We are proud to hold a Gold Standard Investors in People accreditation.