Although repairs are booked directly through bpha, contractors working on our behalf carry out most of the works. We have found that this gives excellent value for money and a high level of service.

To make things easier for you when you call, we use one telephone number 0330 100 0272: you choose the option for the service you want and you will then be put through to the right person straight away.

We try to offer convenient appointment times (e.g. avoiding school runs), but if we are unable to do this we will provide you with the phone number of the contractor for you to make an appointment directly.

We use external contractor TSG to provide repairs to heating or hot water on gas, solid fuel, oil and air/ground source, including NIBE unit systems. TSG also deals with annual safety checks to heating systems – this is a legal requirement of your tenancy. TSG deal with their own service complaints directly on 0800 111 4044. If your property has another type of system (e.g. storage heaters) please continue to report faults to bpha.

  • Damage or wear and tear in communal areas including replacement of light bulbs
  • The structure of your home, such as missing/damaged roof tiles, guttering and pipes, faulty electrics, wear and tear on kitchen and bathroom fittings (with exceptions: please see below for what you should repair yourself)
  • Essential services, such as central heating and plumbing. Repairs to gas, solid fuel, oil, NIBE and ground source heating and hot water systems are dealt with by TSG.

Please note that repairs caused by resident damage or abuse will result in the resident being charged for the cost of the repair.

Typical repairs and response times

Our 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 residents, especially the elderly and the vulnerable.

 

Repair category Type of repair Timescale
Emergency Includes repairs affecting the safety or basic security of the property, or potentially affecting the health of the household. E.g. gas leaks; serious electrical faults; total heating failure in winter months. We will visit within 4 hours and make safe if a serious health and safety issue.Completion within 24 hours.
Routine Repairs that can wait without causing major inconvenience to the resident. E.g. leaking gutter; damaged kitchen unit. We will visit and complete within 28 working days of being reported.

We try to put things right straight away, but if specialist parts are needed we may not be able to complete repairs on our first visit. Sometimes we will need to carry out an inspection to establish what works are required before sending out a contractor. If this is the case, one of our Maintenance Surveyors will make an appointment to visit your home.