Learn about our repairs process and how we approach and carry out repairs and maintenance our properties.
How we carry out repairs
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.
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.
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.
Type of repair
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.
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.
Giving us access to you 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 will wear safety shoes during their visits.
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 indentification.
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 or by
Having your say
We’re always striving to improve, so if you’re not happy with the service you have received, please contact us for information on how to make a complaint.
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