Repairs

Our contractors

All bpha repairs employees and contractors carry identification. We can also offer password security for peace of mind – you agree a password in advance with us and the contractor will give it on arrival to verify who they are. Do not let people into your home without checking their identification and call Customer Services on 0330 100 0272 to check.

TSG

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 its 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.

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.

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.

Giving us access to your home

• There must be a person aged 18 or over in the house when we arrive to do the repair, if not it cannot go ahead and we will need to rebook
• Please clear the area where the repair needs to be carried out, moving all items, furniture and any other belongings
• Our operatives will have tool boxes and could be lifting floorboards, ensure any member of the household or visitor is kept away from the area where they are working
• You may also have to pull back your carpet or lift your laminate floor if the repair is in this area
• All dogs and pets must be kept out of the way and please do not smoke during the visit
• All representatives from bpha are expected to wear overshoes to protect your floor coverings.

The tenancy agreement clearly states that you must allow us access to make inspections, carry out repairs and service your heating appliances and smoke detectors. Unfortunately if you refuse to give us access we will have apply for a court order giving us access to your home and you could lose your home as a result.

All contractors who work for bpha or on our behalf of bpha will carry appropriate photographic identification.

Please make sure any contractor who asks to enter your home has a prearranged appointment and identification confirming who they say they are.

If the identification is not provided then you should refuse the visit and contact bpha to report this on 0330 100 0272 by emailing repairs@bpha.org.uk

Repairs can be reported on 0330 100 0272, or by registering and reporting via my.account. Learn more on the Report a repair page.

You can find out more about emergency reporting on our "Report a repair" page

Although bpha are responsible for most of the essential services and structural repairs on your home, when it comes to repairs and the maintenance of your property, there are some areas for which we are responsible but others that fall into your responsibility as a tenant. 

The Decent Homes standard is a Government target to ensure all social housing meets certain standards of decency. This includes all general needs and sheltered properties owned and managed by bpha. A decent home is one that is wind and weather tight, warm and has modern facilities.

Everything you need to know

What is it?

Approximately every five years, we check the condition of your home to make sure it is safe, modern, and functioning as it should. It’s called a stock condition survey and is carried out by a bpha surveyor.

What to expect

• The surveyor checks your smoke alarms and extractor fans
• We look at doors, windows, kitchen and bathroom, to help us plan future replacements
• Where applicable, access to the loft space will be required to check insulation, water tank location and fire breaks
• We will take photographs of the areas we inspect for our records
• When you book your appointment, tell us about any repairs you need
• Our surveyor is there to check your home is safe. They won’t be concerned with the tidiness of your home.

How long will it take?

Usually less than one hour, depending on the size and age of the property.

Do I need to be at home for the survey?

Yes, but if you need to do the school run, please tell us when you book and we’ll ask your surveyor to avoid these times.

What happens afterwards?

Once the survey is complete, the information will be used to update our records - this enables us to maintain your home and plan for future works. When work is due, we will be in touch.

What happens if we don’t carry out the survey?

The survey is important to keep your home safe and in good condition. Allowing access for periodic inspections is part of your tenancy agreement - if we aren’t able to carry out the survey, your home may not be included in future home improvement plans.

What do I need to do?

If you receive a letter asking you to book your survey, please contact us on 0330 100 0272.

• Press Option 1 to get through to our repairs team.
• Then press Option 3 to speak to us about a property inspection.

Alternatively you can speak to one of our Customer Advisors to book your stock condition survey.