What If Repairs Are Not Done?
If we have not completed a repair, you should contact the customer service centre on 0800 952 4444 to find out the current situation. If the repair is not started within the timescales shown in the tenancy agreement, you may be entitled to compensation. You can also arrange for the repair to be carried out yourself and we will refund your costs. There are, however, strict conditions on how this can work.
You can only arrange for repairs to be carried out yourself and be refunded if
- You can prove that we were told about the repair
- We have failed to carry out the repair within the time limits in the tenancy agreement
- The work does not cost more than £320 and
- The repair is in the home
Procedure
- If we have failed to carry out the repair within the times in the tenancy agreement, you must tell us in writing that you are going to carry out the repair or arrange for the repair to be carried out
- If, after seven days (or 24 hours, if an emergency repair) of receiving this written notice, we have
- Not completed the repair work
- Failed to tell you in writing that we could not complete the work because we couldn’t get in
- Not told you in writing that the repair would cost more than £320 or
- Failed to tell you in writing that we are not responsible for the repair or that the repair is not necessary
You may carry out the repair or arrange for the repair to be carried out by a building contractor. We will check that the work has been satisfactorily completed and then refund you the costs we would have had to pay if we had carried out the work. We will tell you our costs if you ask us.
The government runs a right to repair scheme for certain repairs. If one of the following repairs is overdue, you should contact the customer service centre on 0800 952 4444 to see if it is included in the right to repair scheme. You may then be able to get someone else to carry out the repair and claim compensation of up to £50. The cost of the repair must not be more than £250.
The qualifying repairs are
- Loss of electrical power
- Loss of water supply
- Loss of gas supply
- Blocked flue to your boiler or open fire
- No heating
- Blocked or leaking foul wastepipe
- If your only toilet will not flush
- Blocked kitchen sink
- Leaking pipe, tank or cistern
- Leaking roof
- Insecure door, window or lock
- Loose banister or handrail
- Rotten stairs or floor
- Door-entry system not working
- Extractor fan not working
Contact us
Tel: 0800 952 4444
repairs@southwark.gov.uk
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