Do you need to report a repair?
You can report any repair during our office or contact centre opening times. Outside these hours you can report emergency repairs using the same freephone number.
If you smell gas or any other fumes please call National Grid emergency line 0800 111 999 at any time of day or night. If possible open windows and doors, turn off the gas meter, do not use naked flames and avoid turning on switches or sockets.
Many of our repairs are carried out by contractors on our behalf. We have found that this gives great value for money while still providing a high level of service.
Most repairs to buildings are booked directly through bpha, even if the repair itself is done by a contractor. If your property is newly built please report faults to bpha.
We use an external contractor called TSG to provide repairs to heating or hot water on gas and air/ground source including NIBE unit systems. TSG also deal with annual safety checks to heating systems – please note that these checks are a legal requirement of your tenancy. They also deal with their own service complaints if you have a problem – call direct on 0800 111 4044. If your property has another type of system e.g. storage heaters/solid fuel/oil please continue to report faults to bpha.
To make things easier for you when you call, we use one number but you choose the option for the service you want and you will then be put through to the right person first time.
If you need to report a repair, you will need to have handy the following information:
• the address
• details of the repair
• when access is available during the day
• if you can be contacted by phone
We will advise you which priority applies to the repair, according to the following categories:
1. emergency repair to be completed within four hours
2. emergency repair to be completed within 24 hours
3. urgent repair to be completed within seven days
4. standard work to be completed within 28 days
5. planned works carried out as part of bpha's programme
Repairs staff will always try to offer a convenient time e.g. avoiding school runs for contractors and surveyors to attend to help solve your repairs problem. When we are unable to do so, we will provide you with the phone number of the contractor for you to make an appointment directly.
Typical repairs and response times
The repairs team will use these as a maximum guide when responding to a repairs query, and will always use their initiative and discretion to suit the individual needs of individual tenants, especially the elderly and the vulnerable.
||Type of repair
||These include repairs affecting the safety or basic security of the property, or potentially affecting the health of the household.
- Gas leaks
- Serious electrical faults
- Total heating failure in winter months
|Attend within 4 hours and make safe if a serious health and safety issue
Completion within 24 hours.
||These are repairs which are not an emergency but which result in the loss of a basis facility, or where further damage will be caused if the problem is not dealt with urgently.
Examples might include:
- A minor roof leak
- Partial loss of heating
|Attend to and complete within 7 working days of being reported.
||These are repairs that can wait without causing major inconvenience to the tenant.
- A leaking gutter
- A damaged kitchen unit
|Attend to and complete within 28 working days of being reported.
We have a duty of care as a landlord to protect you, our customers, from any property hazards. If you live in a flat or sheltered accommodation, we are required by law to manage and maintain asbestos in communal areas. For more information about this service, please click here