What to expect from our repairs service standards | Tenant news

Having a home that is safe, comfortable, and well-maintained is important, and Habinteg is committed to keeping all our properties in good condition.

As part of this commitment, we’ve updated our repairs and maintenance service standards to ensure repairs are carried out promptly, effectively, and to a high standard.

What you can expect

Our repairs service includes guidance about your home, including which repairs tenants are responsible for and which are handled by Habinteg’s contractors.

When you report a repair, we’ll let you know which contractor will carry out the work and give you a target date for completion. This makes it easier for you to plan around the repair and know when it will be done.

If there’s an emergency that could put people or property at risk, our out-of-hours service will make the situation safe within 24 hours, keeping you and your home protected.

We’ll keep you updated on the progress of your repairs, including any delays and the reasons behind them.

We also carry out health and safety checks at your home and in communal areas to keep everyone safe.

To make sure repairs meet our high standards, we inspect a percentage of completed work. This helps us maintain quality and ensures every repair is done properly.

Our repairs performance is published in our Annual Report to Tenants and in stories on our website, so you can see how well we’re delivering our service.

Habinteg contractors

When carrying out work in your home, our contractors are expected to treat it with care and respect by following these guidelines:

•  Showing identification before entering your property.
•  Using adequate protection to guard your home and belongings from dust, dirt, and damage.
•   Being polite and treating your home with respect, they will not play music, smoke, or use bad language.
•   Tidying up after themselves and leaving your essential services working at the end of each day.
•  Providing you with all necessary instructions and user manuals.
•  Completing repairs and maintenance work within the agreed timescales.

Reporting a repair

You can report a repair in several ways. The best way is through your MyHabinteg online account, which is available 24/7. You can also call Habinteg Direct on 0300 365 3100 or email direct@habinteg.org.uk.

Outside office hours, emergencies can be reported to our out-of-hours service on 0345 601 3389. If you suspect a gas leak, ring the national gas emergency service on 0800 111 999 immediately.

Learn more about our repairs and maintenance service standards at www.habinteg.org.uk/repairs.

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