We understand that all repairs are important. However, we group repairs requests into different categories to make sure we deal with the most urgent ones quicker.
Please note: all repairs will be completed by our sister company, Three Sixty.
We group repairs as follows:
This is when the fault has the risk of immediate injury to people or major damage to property.
We will respond to make safe the following within 24 hours:
Heating, ventilation and plumbing
- No heating during winter only & where 1 source of heating
- No hot water or mains water supply.
- Blocked drains, or sewage overflowing into the home or internal common area.
- Toilet will not flush
- Burst plumbing or flood that cannot be stopped by turning off the water.
- Burst storage tanks, cylinders or pipes.
Electrical and mechanical
- Damaged electrical wiring.
- Complete loss of electricity/ lighting
- Faulty lifts (e.g. doesn’t return to the ground floor).
- Problems with stairlifts / adaptations.
- Continuous sounding activated communal / domestic fire / smoke alarms
Windows, doors and security
- Security issues, such as a front door that doesn’t lock.
- Customer locked out of the Property - please note the replacement of lost keys are rechargeable to the customer
- Unsafe or broken doors and windows, including front, back, communal and fire doors.
- Faulty external or automatic doors, gates or warden call systems.
Health and safety
- Damaged or faulty fire safety equipment.
- Faulty carbon monoxide detectors.
- Equipment or debris blocking escape routes, communal areas and bin chutes, or problems with removing waste materials.
- Damaged asbestos-containing materials.
- Any hazard in communal areas, such as slip, trip and fall hazards, rodent infestations or damaged play equipment.
- Loose or dangerous bricks or roof tiles
We will attend routine repairs within 30 working days of the repair being reported.
Anything listed below will not be treated as an emergency
- Partial loss of electrical power where the fault is inside the home;
- Faulty electrical sockets, switches and light fittings
- Partial loss of water supply
- Heating and hot water faults or breakdowns;
- Blocked sink/ bath/toilet that the customer hasn’t been able to unblock
- Tap which cannot be turned
- Loose bannister, handrail or stair tread
- Roof leaks
- Reglazing following boarding-up
- General internal & external joinery repairs
- Minor plumbing repairs e.g. dripping taps, leaks to sinks or baths and faulty pipework;
- Repairs to kitchen fittings e.g. cupboard doors, drawers, worktops and handles;
- Repairs to leaking gutters and downspouts;
- Easing of external doors and windows, replacement handles and faulty mechanisms;
- Damage to stair treads, handrails or bannisters and floorboards;
- Insecure doors and windows in communal areas;
- Roof and gutter leaks
These are generally repairs which require multiple trades and / or multiple visits to complete, where specialist parts or contractors are required. Timescales will be dependent on the complexity of work and tenants will be kept informed.
We have a team of stock condition surveyors who visit and assess the condition of our estates and properties. By using this information, we can accurately predict the life expectancy of things like bathrooms and kitchens. These are then programmed to be replaced as and when it meets the end of its useful working life.
This is planned maintenance work that Stockport Homes has included in a building programme of works to maintain or improve your block, home or the areas around your building.
There are guidelines in place that determine when a defect needs repair, which are based on the depth, severity and likelihood of the defect causing an accident. For example, If the sharp (trip) edge is greater than 25mm on a footway / pavement / footpath or 40mm on a carriageway / road then it reaches our repair investigation level, and a repair will be carried out.
Each defect is considered individually, and we work closely with Stockport Council to the recommendations of the Well Managed Highway Infrastructure document.
