Nshousing

Repairs to your home

Alliance Homes is committed to providing you with an excellent repairs service that is easy for you to access at a time that suits you. Our dedicated Repairs Team is here to respond to repairs that you report to us and we are constantly looking at ways in which we can improve the services we provide to you.

How can I report my repairs?

You can report your repairs in the following ways:-

• By phone on 03000 120 120 between the hours of 8am-6pm
• By email on hotline@alliancehomes.org.uk
• OnLine at Online Repairs Reporting
• By visiting any of our offices, or ‘MOLLY’ our mobile office
• For out-of-hours emergencies, call “out of hours” team on 01934 622669

Can I make an appointment?

We offer appointments for repairs and if we have a mobile number for you, we will text to let you know our operative is on his way. You can also agree your own password with the Repairs Hotline who will pass this information onto the operative; this means that you can be sure of the caller's identity.

What happens if I cannot keep the appointment?

If you are unable to keep your appointment, please contact the Repairs Hotline on 03000 120 120 and we will arrange a new day and time for you.

If the operative calls to your home and is unable to gain access to carry out the repair, they will leave you a card with the details of your repair; including the date and time they called.

It is important that when you receive this card that you telephone the number on the front within five working days to re-arrange your appointment.

If we do not hear from you, your repair request will be automatically closed and will not be carried out until we hear from you again. 

How do I know how soon my repair will be carried out?

Alliance Homes has set targets for the maximum time you have to wait for a repair; these are listed below, including some examples of repairs that fall under each.

Priority 1 – Emergency Repairs to be attended to with 24 hours

• Total loss of water
• Total loss of electricity
• Insecure doors or windows
• Loss of gas supply
• Blocked main drains causing flooding

Priority 2 – Urgent Repairs to be attended to within 7 calendar days

• Minor plumbing leaks
• Damage to stairs, handrails and banisters
• Minor electrical faults
• Overflows

Priority 3 – Routine Repairs to be attended within 31 calendar days

• Repairs to kitchen units
• Easing doors and windows
• Clearing guttering

Priority 4 – Programmed works to be attended to within 3 months

• External painting and decorating
• Large external works such as fencing, paving and ground works
• Large internal works such as replacements, kitchens and bathrooms.

These targets are for the maximum time we aim to carry out the repairs. You can find more examples of types of repairs and timescales by downloading a copy of the Property Care Guide [pdf] 8MB.

Repair Responsibilities

Who is responsible for repairs?

Alliance Homes is responsible for maintaining the structure and outside of your home to a good standard.

What repairs am I responsible for?

You are responsible for the decoration and fixtures and fittings inside your home. A full list of our and our tenant’s responsibilities can be found on page 8 and 9 of the Property Care Guide [pdf] 8MB.

You are also responsible for the payment of any repairs that result from damage, neglect or misuse by you, people living in your home or visitors to your home and we will not carry out certain repairs until we have received a signed agreement that you will pay for these types of repairs. For a list of rechargeable repairs and the details of charges, please contact the Repairs Hotline on 03000 120 120.

Information Bar

To find out more information about the repairs service, visit our leaflet rack