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Frequently asked questions

Frequently asked questions

Got a question about our repairs service or need some help and advice

Why not take a look at some of our frequently asked questions below:

What is an emergency repair?

An emergency repair is a repair that requires making safe/repairing where there is immediate risk to life and/or a danger/risk to property.

Examples of emergency repairs are:

  • Severe leaks which can’t be contained
  • Major electrical failure (not a power cut)
  • Exposed live electrical wires

To contact us about an Emergency repair, click here.

Service standards and priorities

Our aim is:

  • To provide tenants with a value for money, flexible and quality service across Together Housing.
  • To make available a variety of options to report a repair and to offer of an appointment that enables repairs to be completed.

Click here to see our Responsive Repairs & Gas Safety Check Service Standard.

Each repair request is assigned a priority based on the information you provide. This priority will determine how quickly we respond to you, and how long we allocate to complete the repair.

Click here for further information on Repair Priorities

What is a tenant responsible for?

We will carry out repairs and maintenance to the structure of your home, including the outside and shared parts of your home, which are caused by normal wear and tear.

Tenant responsible repairs would be repairs or work that is carried out on your home which is not classed as normal wear and tear.

Examples of tenant responsible repairs would include:

  • Resetting the fuse box
  • Unblocking of drains through misuse.
  • Simple Plumbing tasks, such as unblocking sinks and toilets
  • Replacing lost keys/replacement locks. 
  • Damage to internal and external doors.
  • Re-glazing of windows and doors if damaged by you or a member of your household as a result of wilful damage or neglect.
  • Broken electrical appliances and/or fittings.

You can find out more information on this in your tenancy agreement or by clicking here.

What is the difference between a Tenant Responsible Repair and Tenants Own repair?

A Tenant Responsible Repair is one where the repair is required as a result of damage caused by you, any household member, pets or visitors to your home or a third party to a Together Housing property either wilfully, by neglect, carelessness or misuse, see our websites for more details about Tenant Responsible Repair.

A Tenants own repair is one that could occur through genuine wear and tear and is not a fixture or fitting that Together Housing are responsible for repairing/maintaining whatever the cause of the repair

How do I know which repairs I am responsible for and which repairs my landlord is responsible for?

Before ringing to report your repair you can check whether it is a repair that you or Together Housing is responsible for. You can check this using our website and clicking on the Tenants/Landlord Responsibility tick list.

Please see the Tenant / Landlord’s (Together Housing) Repairs Responsibility Overview for further information.

The tick list provides guidance on what is and isn’t your responsibility and any exceptions to these circumstances.

"I am responsible for the repair” but what if I can’t or don’t know how to get the repair completed?

For those repairs identified as your responsibility you will need to organise for the repair to be carried out.

You could ask family, friends and neighbours in the first instance if they are able to help you providing they have the experience, knowledge and right tools and materials to carry out the repair.

The exception to this would be those repairs which require qualified tradesperson Electrical, Gas etc.

"I am responsible for the repair" but what if I don’t have family, friend or neighbours who can help?

If you do not have any family, friends or neighbours who are able to help you then you should pay a qualified trades-person/contractor to carry out the repair.

In the longer term Together Housing may develop a process where we are able to carry out the repair on your behalf. This offer will be subject to terms and conditions and it is likely that you will be asked to pay for the repair before a Technician will attend.

“I am responsible for the repair” but what if the repair I’m requesting is dangerous?

If the repair you are requesting is dangerous and you do not have family, friends or neighbours, a tradesperson or a contractor who can make the repair safe then we may be able to make the situation safe.

We will require payment up front before a Technician will attend to carry out the repair.

Tenant Responsible Repairs - Common recharges and costs

The below table shows a list of the common re-charges we make where a tenant is asked to make a payment under our Tenant Responsible Repairs Policy.

Common Recharges"In" hours"Out of hours"
Regain access to property (eg replacement keys) £57.60 £117.60
Damaged smoke alarm £60.00 n/a
Replacement internal door £144.00 n/a
Replace damaged internal door casing £132.00 n/a
Replace damaged external door casing £235.20 n/a
Repair damaged internal door casing £60.00 n/a
Repair damaged external door casing £60.00 n/a
Replacement entry fobs £10.00 n/a
Make secure an external door due to damage (per hour) £40.80 n/a
Unblocking a drain due to misuse £120.00 £180.00
Replacing a damaged light fitting/switch or socket £24.00 £84.00
Damage to lighting circuit or power circuit (per circuit) £90.00 £150.00
Replace a flourescent tube light £50.40 n/a
Loose or damaged gas fire £21.90 £81.90
Damaged heating programmer £110.76 £170.76
Damage to worktops which require replacement (per worktop per meter) £60.00 n/a
Damaged kitchen unit doors - repair £43.20 n/a
Damaged kitchen unit doors - replacement door £72.00 n/a
Replacement Lock (per lock) £62.40 £122.40
Misuse of Emergency / Out of Hours Service (including no credit on utility meter) £60.00 £120.00
Misuse of Repairs Service £72.00 n/a
Replacing a damaged radiator valve £62.09 £122.09
Refixing loose radiators £33.19 £93.19
Blocked sink due to unnatural waste £62.40 £122.40
Replacement hand basin due to damage £204.00 n/a
Blocked toilet due to unnatural blockage £62.40 £122.40
Replacement toilet due to damage £162.00 n/a
Replacement toilet seat £48.00 n/a
Board up window or door (per opening) £34.80 £94.80
Reglaze window/door £96.00 £156.00
Appointment slots

For your convenience, we now offer more flexible repairs and gas service appointments for the majority of repairs and in most parts of the Group for those customers who may not be available during the core hours of the day.

Just ask the Customer Service Advisor when you log your repair and book your appointment

Gas Servicing and Gas repairs, Monday- Friday

  • All day appointment between 08:00am -6:00pm
  • Morning appointment between 08:00am-1:00pm
  • Avoid the school run by having an appointment between 09:30am-2:00pm
  • Afternoon appointment between 12:00-4:00pm
  • Evening appointment between 4:00pm-6:00pm

Gas servicing and Gas repairs, Saturday only

We can now offer a morning appointment between 08:00am-12:00pm.

For all other repairs Monday-Friday

  • All day appointment between 08:00am-8:00pm (certain trades only after 4:00pm) Just ask the Customer Service Advisor
  • Morning appointment between 08:00- 1:00pm
  • Avoid the school run by having an appointment between 09:30am-2:00pm
  • Afternoon appointment between 12:00pm-4:00pm
  • Evening appointment between 4:00pm-8:00pm (certain trades only) just ask the Customer Service Advisor

We can now offer repairs appointments Saturday & Sunday

  • All day appointment between 09:00am -4:00pm
  • Morning appointment 09:00am - 1:00pm
  • Afternoon appointment 12:00pm-4:00pm      
How can I change my appointment if needed?

If you need to change your appointment for whatever reason, you can do this by contacting us as soon as possible so that we can re arrange your appointment for you.

You can also change your appointment online, by visiting Your Account.

Remember failure to tell us about your missed appointment could mean you may be charged.

What will happen if I miss my repair appointment/gas safety check

If you are not at home for your Gas Safety check appointment, we will leave a card each time you fail to allow us access.

This informs you we have tried to carry out your Gas safety check and that you need to contact us as soon as possible to re-arrange your appointment. If you do not ring to re-arrange, you will receive another letter advising you of your new appointment. If this appointment is not convenient, you need to contact us as soon as possible to re arrange.

If you continually fail to allow us access to carry out your Gas Safety check, we will take steps after the third failed appointment, to access your home to make your gas supply safe. This will be in the form of a letter hand delivered 48hrs before the service date expires, informing you of the time we will attend. Also any costs incurred resulting from taking this action will be recharged to you.

If you are not at home for your Gas Repair or Repair & Maintenance repair, we will leave a card to inform you that we have called and your Gas Repair or Repair & Maintenance repair request will be cancelled until you contact us again.

Repairs to gas and electric fires

If you report a repair with your electric/gas fire we will attempt to repair them.

If a repair is unable to be made, we will either disconnect the fire and leave it insitu until you want us to remove them or we will disconnect and arrange for removal of the fire and make good the wall/skirting boards, ensuring that the current heating system is efficient.

If the gas fire is removed, an electric socket will be provided so that you can install your own electric fire if required. THG will not approve the installation of a gas fire/log burner/multi stove heater.

Repairs and Maintenance will offer a £50 decorating vouchers for making good to any damage to decorations caused if a fire/surround is removed.

Please note we will not carry out any decorations.

You will be advised by the Customer Service Centre that when a fire is beyond repair, the fire will not be replaced. You will be made aware of this at the time of your initial appointment.

If however, your property is heated by all electric, your electric fire will remain and will be serviced and maintained by us.

Planned Improvements to your home

Each year we invest millions of pounds making sure our homes are warm, safe and secure

Some of this money is spent on replacing things like old kitchens, bathrooms, windows and doors and some is spent on less obvious improvements like re-pointing brickwork or replacing soffits at rooflines.

For more information on our Planned Improvement Works click here.

Smoke alarms

The best way to protect yourself and your family from fire is to have a working smoke alarm.

A smoke alarm will give you an early warning of fire. They’re fitted in most Together Housing homes and can be either mains or battery powered.

Every week, check your alarm is working by pushing the test button. If the alarm is battery powered, replace the battery when necessary.

If you don’t have a smoke alarm, or it’s broken, please log a repair request in Your Account or Contact Us.

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