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Find out information about booking repairs

Q: How do I report a repair?

A: Morgan Sindall Property Services provide services for a number of different Housing Providers and Local Authorities. Please click on the logo of your housing provider below to see the reporting process specific to you.

 

Ashford Borough CouncilAshford Borough CouncilBarnet HomesBasildon Borough CouncilBasildon Borough CouncilCheshire Extra CareCheshire Extra Care
EastendHomes

EastendHomes

Grove Village

Grove Village

Hammersmith and Fulham Council

Hammersmith and Fulham Council

Home Group

Home Group

Metropolitan Thames Valley

Metropolitan Thames Valley

Moat

Moat

North Tyneside Council

North Tyneside Council

South Essex Homes

St Albans City & District Council

Waltham Forest Council

Westminster City Council

Westminster City Council

Yorkshire Housing

Yorkshire Housing

Q: Can I report my repair online?

A: Some of our housing providers offer the ability to report online. Information about how to report a repair can be found under How do I report a repair’ FAQ.

Q: What is the process for booking a repair?

A: Please find the appropriate method for reporting a repair under How do I report a repair’ FAQ. Then, once you have made contact with Morgan Sindall Property Services directly, or your housing provider, the details of your repair will be taken and usually an appointment will be booked straight away on the telephone, or once your email or online report is picked up by the teams. Please have your diary ready when you call to report a repair so the teams can arrange the best time to suit you. We will ask you if you are currently self-isolating or if anyone in your home is over the age of 70. This is so we can take the necessary precautions to keep you, your family and our operatives safe from Covid-19. In all cases where a resident or a member of the family is self-isolating or shielding, we will only carry out a repair if it is essential or pose a direct threat to the safety of your household.

Q: How do I report an issue out of hours?

A: The Morgan Sindall Property Services main number 0345 266 0118 will divert you to out of hours if you select your housing provider from the menu options. All numbers given in the above section, will divert to out of hours teams when office hours are closed.

Q: Will my repair be fixed in one appointment?

A: We always endeavour to complete a repair in one appointment; however, this is not always possible as sometimes parts need to be ordered, or multiple trades are required. To give us the greatest opportunity of fixing first time, please ensure you provide as much detail about your repair as possible when reporting to help us assign the correct trades and parts for the job. Wherever possible, any follow-on visits will be booked by your operative before they leave your property, alternatively a member of the team will contact you to book the appointment with you.

Q: I can’t get through on the telephone.

A: In peak times and in adverse weather conditions, call volumes can be very high. We do our best to manage this but sometimes queue times may be longer than you want to wait. Please see How do I report a repair’ FAQ for your housing provider on whether there are alternative methods of reporting your repair. If telephone is the only method, try calling at a different time of day.

Q: My housing provider is carrying out essential repairs only due to Covid-19. What do you class as essential repairs?

A: Below is a guide to what is deemed an essential repair:

 

– No heating
– No hot water
– No electricity
– Blocked drains / sewage overflowing
– No working toilet
– No bath or shower facilities
– No access to fresh water
– Fridge or freezer breakdown
– Cooker or hob breakdown
– Washing machine breakdown
– Landlord Safety Check (CP12) checks/open flue servicing

 

We will also take into consideration other factors such as the safety and wellbeing of the resident, who may be considered vulnerable. If you are at all unsure, please call us and we will be happy to help.

Q: What is classified as an emergency?

A: Any works that, if not completed, could cause severe damage to the property or cause danger to life. e.g. severe water penetration, no heating AND hot water or no electrics. Emergency attendance may simply take measures to make the situation safe before a full repair can be carried out during regular work hours, this would include isolating a leak or isolating a faulty light so that the rest of the property has water or power.

Q: Morgan Sindall Property Services have contacted me to book in a compliance check, do I need to do this?

A: Your housing provider is required by law to ensure the safety of your property and this includes undertaking regular compliance checks, such as gas servicing and electrical testing. We work on behalf of your housing provider and are required to undertake this work by law to ensure your safety. Faulty electrics or gas appliances can cause death if not properly maintained, so it is in your best interests to allow this work to take place. If you have any question over the identity of anyone asking for entry to your premises, please call us to verify.

Q: What can I expect to happen when the operative arrives at my property?

A: Our operatives follow a strict safe systems of work procedure. When they arrive at your property, they will knock on your door and then stand back (two metres). They will identify themselves by name and company and tell you what they are attending to do. They may repeat some of the questions that you may have been asked previously about Covid-19 and self-isolation to ensure their and others safety. They will always wear appropriate personal protective equipment (PPE) and maintain a safe distance whilst within your property. For your own safety they may ask you to remain in a different room whilst they are at work.

Q: Will I be required to sign anything to say the work has been complete?

A: In order to conform to safe distancing guidance, we will not ask you to sign anything to confirm the work has been complete. The operative will do this for you with your agreement after the repair is complete.

Q: What can I expect when the repair is complete?

A: The operative will let you know the repair is complete and of any specific instructions, such as if any further work may be needed. They will ensure workspaces have been left clean and sanitised.

Q: What happens if further works are needed?

A: The operative will advise you if further works are needed and will attempt to book this with our office prior to leaving your property, alternatively our call agent will make contact with you following the appointment to schedule the remainder of the works. If you need further advice please get in touch again via your usual reporting a repair channel and quote your repair reference number.

Q: I have received a letter for a gas safety check, do I need to have this done?

A: Faulty electrics or gas appliances can cause death if not properly maintained, so it is in your best interests to allow this work to take place, or your life and others within the property may be at risk. Your housing provider is required by law to ensure the safety of your property and this includes undertaking regular compliance checks, such as gas servicing and electrical testing. If you have any question over the identity of anyone asking for entry to your property, please call us to verify.

Q: What if I refuse to have my gas safety check done?

A: Faulty electrics or gas appliances can cause death if not properly maintained, so it is in your best interests to allow this work to take place, or your life and others within the property may be at risk. These appliances can also be faulty without any visible signs, so it cannot be assumed that they are working safely without the relevant checks. As it is a legal requirement for your housing provider to carry out these checks, legal proceedings can be initiated by your landlord to gain access.

Q: I have received a letter requesting access to undertake an electrical test. What should I do?

A: Faulty electrics or gas appliances can cause death if not properly maintained, so it is in your best interests to allow this work to take place, or your life and others within the property may be at risk. Please call the number given on the letter as soon as you receive it, to arrange a suitable time that is convenient for you, for us to carry out these checks. If you have lost the letter and are unsure of the number, please call our main number and follow the instructions to get through to the relevant team for booking.

Q: What type of work does planned improvement works cover?

A: Planned improvement works are different from our reactive repairs and maintenance works but may run alongside each other in your property. Examples of planned improvement works are given below.

 

– Kitchen and bathroom upgrades
– Windows and door replacements
– Re–roofing (flat & pitched)
– Boiler and heating upgrades
– Electrical testing and remedial / rewiring
– Structural repairs
– Communal improvements / decoration
– FRA (Fire Risk Assessments) remedial works
– Energy Efficiency Works (e.g. EWI)

 

Please check with your landlord in the first instance to make sure Morgan Sindall Property Services is responsible for your planned improvement works in your area. The type of works may vary in different locations and for different landlords.

Q: My repair requires scaffolding what does that mean?

A: For safety reasons, works requiring access to roofs or high-level windows, or drainage systems, may require scaffold to be erected to safely allow access for works to be carried out. This is usually where a ladder would not be sufficiently safe on its own. Scaffold can take some time to erect due to requiring specialist contractors. It will be inspected every 7 days to ensure it is safe – you will find a scaffold tag on the scaffold with the last inspection date recorded on it. Our contractors are expected to make sure scaffold is left in a safe condition before they leave site – lock gates, remove ladders or lock up. Any equipment and tools will be removed at the end of each day. Scaffold will sometimes be erected for a period of time before and after works take place due to the availability of scaffold contractors to erect and remove. We will always do our best to ensure scaffold is erected for the shortest time possible to avoid any unnecessary inconvenience it may cause. Please be aware that adverse weather conditions can cause delays to any scaffold works, as safety is paramount to both you and our operatives.

Q: My scaffold is still up and works completed?

A: Scaffold will sometimes be erected for a period of time before and after works take place due to the availability of scaffold contractors to erect and remove. We will always do our best to ensure scaffold is erected for the shortest time possible to avoid any unnecessary inconvenience it may cause. Please be aware that adverse weather conditions can cause delays to any scaffold works, as safety is paramount to both you and our operatives.

Q: My scaffold is damaged?

A: Safety is paramount to both residents, the public and our operatives. If you suspect something may be wrong with some scaffold, please contact us or your housing provider immediately to report it.

Q: Kids are climbing over the scaffold.

A: Safety is paramount to both residents, the public and our operatives. If you see misuse of a scaffold structure, please contact us or your housing provider immediately to report it and also the Police as this is an immediate threat to safety.

Q: Why has my scaffold been up so long, and no works are being done?

A: Scaffold will sometimes be erected for a period of time before and after works take place due to the availability of scaffold contractors to erect and remove. We will always do our best to ensure scaffold is erected for the shortest time possible to avoid any unnecessary inconvenience it may cause. Please be aware that adverse weather conditions can cause delays to any scaffold works, as safety is paramount to both you and our operatives.

Please also consider that if scaffold was required to allow inspection of a repair, there may be subsequent approvals by residents or housing providers to be obtained before repair works can commence creating a gap in between inspection and actual works. All landlords must give Notice of Intention to Carry Out Works upon all lessees under Section 20 from the Landlord & Tenancy Act 1985, if works will cost more than £250 to an individual leaseholder. Approvals can take 30 days, or longer if agreement cannot be obtained. Materials may need to be ordered and additional contractors may be required if works are complex in nature.

Please do not hesitate to contact your housing provider to enquire about an update.

Q: I am worried since the high winds that my scaffold is unsafe, what shall I do?

A: Safety is paramount to both residents, the public and our operatives. If you are concerned about weather conditions affecting the safety of scaffold, please contact us or your housing provider immediately to report it. As part of the regular inspection process, inspections will be increased during periods of adverse weather.

Q: My operative did a great job, how can I report their good work?

A: When you report a repair, you will be asked to provide your mobile number or email address so we can keep in contact with you. It is really important you provide this information so we can collect feedback from you. You will receive a text message or email from us requesting your feedback, which we can pass onto our staff. Alternatively, you may call us or your housing provider to let us know.

Q: How can I make a complaint?

A: When you report a repair, you will be asked to provide your mobile number or email address so we can keep in contact with you. It is really important you provide this information so we can collect feedback from you. You will receive a text message or email from us requesting your feedback, which we can action straight away if something has gone wrong. Alternatively, you may call us or your housing provider to let us know. Each housing provider will have their own formal complaints procedure, please refer to their website or contact them directly for further information. We take all complaints very seriously and will cooperate with all investigations and resolutions.