We are committed to keeping the properties we manage in the best possible condition
Reporting a repair
To report a repair call our Property Services team on 01273 898744.
Our dedicated Property Services Team regularly inspect our properties and consult with our tenants.
If an emergency repair is needed out-of-hours, at weekends or on public holidays please call the same number – your call will be diverted to our out-of-hours provider. You can also report a non-urgent repair by email at property.services@southdown.org.
When reporting a repair it is helpful if you can give us as much information as possible, for example:
- Your full address
- What the problem is
- Where is it (which room and floor)?
- What you think might have caused it
- Provide as much detail as possible, e.g. type/make or model of faulty part, colour, materials, approximate dimensions
- Access details – when is it most convenient for the contractor to visit?
Please note: we are not responsible for repairs on some of the properties we lease to our tenants. If this is the case, your Housing Officer will let you know who you need to contact and their telephone number.
What happens next?
We will log your request and usually contact one of our approved contractors to arrange for the work to be completed.
The contractor will contact you as soon as possible to arrange a time that is convenient for the repair work to be done.
For more complicated jobs, our team may arrange a visit to look at the problem and work out the most effective way of resolving the issue.
Response times
When we receive your call, we will log your repair request and allocate a priority category of either Emergency, Urgent or Routine.
This defines the target response time for the repair you have reported:
24
Hours
Emergency
5
Days
Urgent
20
Days
Routine
Some repairs may take longer because specialist parts, further inspections or additional work are needed. We will explain this if it applies to your repair.
Reporting a repair to another landlord
Where we are not responsible for repairs, please contact one of the following:
- Speak directly to your landlord/managing agent
- Speak to your Floating Support Officer/Housing Officer for advice on how to contact your landlord
- Contact Southdown’s Property Services Team (see details opposite) who can raise the repair request on your behalf
Responsibilities and access
Repair responsibilities vary depending on your tenancy, lease and who owns or manages your home.
If Southdown is not responsible for the repair, we will help you identify the correct landlord or managing agent.
Please allow contractors reasonable access to complete repairs and give as much notice as possible if you cannot attend an appointment. You may be charged for some repairs caused by damage, misuse or neglect, or for missed appointments. Contact your Housing Officer if you are unsure what applies to you.
Feedback about a repair
We may invite you to complete a short satisfaction survey after your repair.
Your feedback helps us understand what went well and what we need to improve.
If you are unhappy with the repair or the service you received, please tell us so we can try to resolve the problem.
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