Repairs Service

This is something which has the potential to:

• cause danger to someone’s health and safety or
• cause immediate serious damage and destruction to a property, home or building

Examples include:

• No heating or hot water during winter months (usually between 31st October – 1st May)
• Total or partial loss of electrics to the whole property (multiple lights or power outlets not working)
• Unsafe power, e.g. sparks from electrics
• Total or partial loss of mains water supply (such as no water to entire bathroom, but water in your kitchen)
• An uncontainable leak, e.g. burst pipe, water tank or any leak that is affecting electrics or could cause damage to the property

The service you can expect

• Response within 24 hours
• Where possible, we will complete emergency repairs the same day, but if not possible, within 24 hours of being reported
• In some cases, we will make the situation safe until such time as a routine repair is safe and practical to complete (for example, when a window has been broken, we may board it up and make it safe, but the glass requires ordering to complete the repair)

These are non-emergency issues and they will be assessed and prioritised based on the type of issue being reported, the level of inconvenience to you and your individual needs.

• We will aim to get to you as soon as possible, but it will be no later than 20 working days
• We may need to arrange for someone to inspect the issue before we book a repair, and appointments may be grouped together based on where you live

This includes statutory and regulatory requirements such as gas and electrical safety checks etc. and other health and safety works that are required to keep people safe. Failure to regularly complete such safety checks may put you, your neighbours, our staff and Cornerstone’s property at risk.

• Gas safety and servicing appointments will be completed annually
• Electrical safety checks will be completed every five years
• We will check your smoke detectors when we visit
• We will be persistent in accessing your home to complete these checks

This work is not required to be completed immediately, but is required to keep the property in long-term good order. It includes things like:

• roof repairs
• kitchen or bathroom replacements
• whole home improvements

Regular maintenance including things like:

• external painting and decorations
• grounds maintenance
• cleaning

The service you can expect

• Communal areas to be kept clean and safe
• Green spaces, bin stores, parking areas to be well maintained,
• Planned work requires specification and planning and is generally grouped together and then carried out as part of a programme of works.
• We will give you plenty of notice for major improvements to your home
• We will give choices in relation to certain aspects of improvements, for example tiles, units, flooring