PLEASE REPORT ALL YOUR REPAIRS TO THE ESTATE OFFICE
The Estate Office is open between 9.00am and 5.00pm Monday to Friday (excluding public holidays). There is also an answer-phone service available.
You will be asked to provide FCHS with the times when someone will be at home and contact telephone numbers (all telephone numbers will be kept confidential by FCHS staff and contractors). FCHS will not enter the property if access is being given by an unaccompanied minor. Please assist by giving as much detail as possible about the repair.
Southwark Council retained certain repair responsibilities (see the list at the bottom of this page) but if you report all repair requirements to the Estate Office we can pass on those that are not our direct responsibility for you and check to see that the required work is done in a satisfactory times and to agreed standards.
Fair Community Housing Services aim to pre- and post-inspect all repairs that are to be undertaken by contractors; a minimum standard of 20% inspections applies.
REPAIR PRIORITIES
All repairs carried out are given a priority based on how urgent they are. The priority codes are as follows:
Priorities 1 and 2 - Emergency and Urgent Jobs
Emergencies will be made safe within 2 hours.
An emergency repairs is any defect that could lead to death or injury of occupants, visitors or public, e.g. collapsed floors or ceilings, structurally unsound masonry or brickwork, live bare electrical wire in an accessible location or close to water.
Emergency repairs "out of hours" 0800 952 4444
Urgent jobs are defects that are causing serious inconveniences to the residents, visitors or public. Inspections of defects classed as urgent will be made within 2 working days; defects will be remedied, if possible, on inspection, or within 3 working days of being reported.
Priorities 3 and 4 - Serious and Priority Jobs
Work considered to be serious, or a priority in inconvenience terms will be remedied within 7 to 15 working days.
Priorities 5 and 6 - Routine Work
Fair Community Housing Services aim to inspect and remedy routine defects for which it is responsible between 15 to 25 working days. If the repair is one that our in-house services can tackle, as opposed to the use of contractors, the actual turn around time will be greatly reduced.
Gas leaks should be reported to Transco 0800 111999
A satisfaction slip is issued with each repair request, please take the time to complete and return the form, your comments on our service are valued.
REPAIR RESPONSIBILITIES OF FCHS:
FCHS is responsible for repairs, not replacements.
- The plumbing & cold water systems beyond the main stopcock in each dwelling including the pipe, valves, stopcocks, cisterns and overflows
- The Landlord's plumbed fittings including baths, sinks, basins, WC suites, taps and waste pipes
- The hot water systems and heating including boilers, radiators, pipe-work, hot water storage tanks, pumps, feed and expansion tanks, insulation and the annual servicing of these systems
- The electrical services from the electricity board's meter including internal wiring, conduits, socket outlets, switches, and light fittings
- The Landlord's internal fittings and fixtures including, doors and door fittings, windows and window fittings, cupboards and kitchen units, architraves and skirtings, staircases and balustrades, internal non load bearing partitions and the internal surfaces of internal load bearing and external walls including their plastered finishes
- The reglazing of broken windows to dwellings which breakages are not due to damage or neglect by the tenant
- External windows, window frames, doors, door frames, ironmongery, and window fittings
Repair responsibilities for communal areas:
- communal windows, window frames, doors, door frames, ironmongery, window fittings and soffits.
The common parts of the properties including:
- staircases and landings, balustrades and handrails, refuse chutes, chambers and hopper-heads. Estate signs, block notices, store sheds and facilities, the cleaning of graffiti
- Perimeter fences, enclosures, walls and communal gates
- Roads and parking areas not adopted for maintenance by the Council under its statutory powers as a Highways Authority
- The cleaning of communal parts of the properties, bin chutes and chambers, estate roads and courtyards
REPAIR RESPONSIBILITIES OF THE COUNCIL:
- The external structures of buildings, including brickwork, pointing, lintels, the external walls and their openings and all load bearing, party and structural walls.
- The roof structures and coverings
- Door Entry systems
- Lifts including, motors, hoists, cables, doors, shafts and any associated plant or machinery.
- The rainwater system including gutters, down-pipes and fixings
- The surface water and foul sewers including gullies, access chambers and their covers.
- Estate parking
- The water mains from the water boardÕs supply pipe or stopcock to the mains
- The gas mains from the gas boardÕs main supply pipe to the meter in each dwelling.
- Floors, including joists and floorboards and any other type of construction e.g. concrete.
- All underground services
- All window replacements
- All external pole lighting
- Cyclical maintenance beyond external decoration
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