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Our repairs service


Each of these links will provide you with information about our repairs service.  For more information about any of them please Contact us.

Report a repair

Repair responsibilities


Rechargeable repairs


Repair responsibilities

The rent you pay includes a contribution towards the cost of repairs and maintenance, and your tenancy agreement details exactly what items we undertake to maintain.

Landlord’s responsibilities for repairs

Elim Housing has a legal obligation to keep in good repair the structure and exterior of your property including:

  • Walls, floors, ceilings, roofs and chimneys
  • Doors, window frames and plaster work
  • Paths, stores, boundary walls and fences
  • Drains, gutters and external pipes
  • All external decoration

We will keep in good repair and working order installations provided for space heating, water heating and sanitation and for the supply of water, gas and electricity.

Communal areas of blocks of flats such as corridors, stairways and entrances, as well as communally-provided services such as TV aerial systems, stairway lighting, lifts and alarm systems, are also our responsibility.

Elim Housing will NOT be responsible for the cost of any repairs which are due to damage, accidental or wilful, misuse or neglect by you, your household or visitors to your home and you are required to tell us about any such damage.

Tenant’s responsibilities for repairs

As the tenant you are responsible for:

  • The cost of gaining access to your home if you lose your door keys. You will also be responsible for the cost of repairing damage suffered should your property be broken into, including window and door glass. You are advised to take out a tenant’s contents insurance policy which will cover damage to contents as a result of theft, or attempted theft, and accidental damage with provision for breakage of fixed glass and sanitary fittings. Contact your housing officer for further information.
  • Damage to pipes or internal pipes freezing. Remedial work will be carried out by us and charged to you. Please contact your housing officer if you are not sure how to avoid this happening, especially if you are going to be away from home during cold weather.
  • Toilet seats and lids. Plugs and chains to sinks, baths and wash hand basins. Blocked internal pipes and taps. Tap washers.
  • All fuses, light bulbs / tubes.
  • All fittings and appliances provided by you (i.e. cookers).
  • External and internal glazing.
  • Locks and door handles to internal doors, cupboard catches where provided, and all internal decorations.

If you are unsure who is responsible for carrying out a repair in your home please Contact us to ask.

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Repair response timescales

All repairs reported to us are recorded by their priority and given a timescale within which they will be completed.  When a repair is reported we will tell you the priority it has been given.

Emergency repairs

Where there is a danger to either yourself or the public, our contractor will attend your home within 2 hours to make it safe and work will be carried out within 24 hours, depending on avaliability of parts etc.

Examples of emergency repairs are:

  • Uncontainable water leaks
  • Broken windows
  • Serious electrical faults
  • No heating or hot water (between September and April only)

Urgent repairs

Where the fault will affect the comfort and safety of you or the public, work will be carried out within five working days.

Examples of urgent repairs are:

  • Lift breakdown (providing no one is stuck inside it)
  • Communal lighting not working
  • Blocked sink
  • Leaking roof

Routine repairs

Where the problem does not cause serious inconvenience to you, we will normally carry out the works required within 21 working days unless the work has been included in a contract for planned repairs to be carried out within a year.

We will also occassionally group a number of small repairs on properties in the same scheme or area together and arrange for a contractor to carry them out at the same time.  This means we get best value for money possible.

Examples of routine repairs are:

  • Blocked gutter
  • Broken kitchen unit
  • Carpentry repairs
  • Leaking overflow
  • Repair to extractor fan

Programmed maintenance

This will include any repair work, maintenance, or refurbishment which can safely be included in a programme to be carried out at a later date.

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Rechargeable repairs

Some repairs to your home are your responsibility. For example if you, your family, or visitors cause damage to your home, it is your responsibility to repair this.

If you are unable to do the repair yourself or arrange for a competent person to do it for you, you should Contact us to discuss this. We may be able to arrange for our contractor to carry out the work but you will be charged the full cost of this repair.

If you report a repair to us and we arrange for our contractor to visit your property and/or carry out work, and then we find out that you caused the damage, we will charge you for the full cost of the work.

If you call out the emergency repairs service for an item which is not an emergency, you will be charged for the call out and fee. You may also be charged for the cost of the repair work.

If you are not sure if a repair is your responsibility please Contact us and speak to our maintenance team who will be able to discuss this with you.

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