We aim to provide an excellent repairs and maintenance service to our customers and take pride in keeping your home up to a high standard of repair.
To ensure we deal with your repair request efficiently we operate a repair prioritisation scheme.
Repair priorities are to be defined as:
Repairs to remedy any unforeseen defect which puts the safety or security of a tenant, or third party, at immediate risk, or which adversely affects the structure of the property.
Emergency repairs will be attended within 24 hours. The emergency situation will be made safe. A full repair will be carried out if possible, otherwise further work will be scheduled.
Examples of an emergency are:
A charge will be applied for all non-emergency callouts, or no access given to repairs operatives. Routine repairs
Non-emergency repairs where the defect is not causing an immediate risk to person or property and will be attended by appointment.
Routine repairs will be attended on appointment at a time agreed with the customer and within 30 working days of the request.
Examples of routine repairs are:
Periodic and planned improvements and repairs to maintain and/or improve the condition of the property. Planned maintenance and improvements will be completed within 90 working days of repair request or need identified.
External works will have a completion date range unless access to property is required, in which case an appointment will be made with the customer.
Internal works will be attended on appointment. Examples of planned works include external painting programmes, and kitchen replacements.
Completion of external repairs and planned maintenance are weather dependent, and these appointments may need to be re-scheduled. Customers will be kept informed of any such arrangements.
Some repairs may be treated with more urgency if the customer or a member of the household is classed as vulnerable or at risk.
If we do not repair within a set time, you have the right to arrange your own repair. However, not all repairs qualify under the right-to repair scheme.
To find out more about how the Right to Repair scheme and what repairs qualify, click here.
If you would like to make changes to, or improve your home (apart from decorating), you must get our written permission first, before any work starts. Examples of improvements are:
For a full list go to our Tenant Improvement Guidelines If you do undertake any improvements to your home, you will be responsible for maintaining new fixtures and fittings for 12 months. If your improvements were done by a private contractor they will normally be covered by a guarantee or manufacturer's warranty. If you leave your home, you will be able to remove the new fittings, but we will charge you the full cost of putting the property right if you do not leave it in its original condition. You can apply for our permission by downloading a Home Improvement Application Form. Once complete hand it in to your nearest customer information centre. If you have any problems, please contact us on (0345) 600 6400. If permission is granted, we will consult with you and let you know if there are any health and safety issues and whether any of the work requires special approval such as planning permission or building regulations. If we need to discuss it with you further, we will make an appointment with you. If we refuse permission, we will give you an explanation why. Usually, permission is only refused if we consider the work would make the property unsafe or devalue it. Compensation for Improvements All tenants have the right to compensation for improvements to their home (if they were started on or after 1st April 1994) when you leave your property. We will tell you at the time of application whether you qualify and will visit you during your 4 week notice period to give you advice and help towards your claim. You are unable to get compensation if you are buying your home through the Right to Buy scheme. You can claim compensation for the cost of materials such as fixtures and fittings and reasonable labour costs. Compensation does not cover appliances such as cookers or fridges, or you own labour costs. Only improvements for which you have our full permission can be compensated. You can claim a minimum of £50 and up to a maximum of £3,000 for each improvement you make. We may deduct money owed to us when your tenancy ends. We can refuse your claim if you claim for an improvement you haven’t made or claim for more than the correct amount. If we refuse your claim, you have the right to appeal and should get advice from a solicitor or your local Citizens Advice Bureau
When you take on a new tenancy, you may see a LET1 sign attached to the electric cupboard. If this is present, please contact us for an appointment. Periodic electrical testing is also carried out on all Homes for Northumberland properties. You will receive a letter or telephone call to arrange an appointment when yours is due.
To find out more about electrical safety and testing, click here.
There is always some moisture in the air, even if you cannot see it.
However, if you notice any of the following, please contact our customer services centre:
Click here for more damp and condensation advice
To read our useful guide click here
What is it? Carbon monoxide is a poisonous gas. It can be given off by any appliance that burns fossil fuels such as gas, coal, wood or oil, if they’re not working properly, if the flue is blocked, or if the room is not properly ventilated.
Why is it so dangerous? Carbon monoxide is odourless, colourless and tasteless, which makes it difficult to detect. However, its effects are deadly.
What are the main causes of carbon monoxide poisoning? Most cases of carbon monoxide poisoning are due to inadequate ventilation, or poor maintenance of appliances, blocked chimneys or leaky flues.
Chimneys can become blocked for various reasons. It could be as a result of birds nesting on the chimney, or possible degradation of the flue. A blocked flue can lead to carbon monoxide leaking into your home, the occupants becoming drowsy, falling asleep, and not waking up again.
Who is most at risk? Some people mistakenly think that it is only gas heating systems which can cause carbon monoxide poisoning. However, it can happen with any fossil fuel, if the system, which includes both the appliance and the flue, is faulty or the room is not properly ventilated. Some people only associate carbon monoxide poisoning with rented accommodation, in fact more people are killed in owner-occupied rather than rented properties.
Look out for the following danger signs:
If your property is more than 15 years old, it is possible that it contains materials made from asbestos.
You are required to conduct your tenancy in a tenant-like manner, taking reasonable care of your home both inside and out, carrying out some basic routine maintenance. You are required to:
Following consultation with tenants a definitive list of rechargeable repairs has been established, which identifies tenants' responsibilities as follows:
The Gas Safety (Installation and Use) Regulations 1998 place a duty on landlords to make sure that appliances and flues are kept in good order and checked for safety at least once every 12 months. Landlords must also keep a record of previous safety checks and issue the current record to the tenant. Tenants moving into new accommodation should:
Solid fuel heating systems can also pose a danger from carbon monoxide poisoning if they are not serviced correctly. Tenants should:
Contact our customer services centre on 01670 542424 if you notice any of the above danger signs.
If you need to contact the gas service section to arrange an annual gas service, please contact them direct on 01670 623639, or if you have any concerns about gas safety in your home, please contact us on the number above or alternatively you can send an SMS text message to:
07950 08 09 08 – Type the word Repairs and then your message.
Danger signs
How many appliances are on?
Fires and heaters
Electrical heaters use a lot of electricity and generate a lot of heat – treat them with great care.
Electric blankets
Electric blankets cause more than 500 fires a year.
For more information on electrical safety tips, click here.
Repair type
Response time (days)
Total loss of electric power (NCC responsibility)
1
Partial loss of electric power
3
Unsafe electrical fitting
Total loss of water supply (NCC responsibility)
Partial loss of water supply
Total or partial loss of gas supply (NCC responsibility)
Blocked flue to open fire or boiler
No heating or hot water 1 Nov–30 Apr
No heating or hot water 1 May–31 Oct
Blocked/leaking foul drain, soil stack, toilet
Toilet not flushing (only one toilet in the home)
Blocked sink, bath or basin
Tap that cannot be turned off
Leaking from water pipe, tank or cistern
Leaking roof
7
Insecure external window, door or lock
Loose or detached banister or handrail
Rotten timber flooring or stair tread
Door entry phone not working
Click here to let us know if you found the content of the page helpful