Reporting a Repair

It is very important to let us know immediately if any repairs are needed to your home. You can also refer to your Repairs and Maintenance Handbook for further information.

You can report a repair in any of these ways:

• Use our Report a Repair form
• Contact Repairs on 01206 244700 during office hours
• Contact the Invicta helpdesk out of office hours on 01732 781979
• Contact repairs@colnehousing.co.uk
• Contact your Housing Officer or Retirement Scheme Officer

If you have just moved into a newly built home, or one which the Society has just bought, your general repairs will be covered by the builder for 6 months and electricity and plumbing repairs for the first 12 months. Please see the details given to you in your welcome pack.

When you report your repair, please tell us:

• Your name
• Your address
• Your telephone number
• What repair is needed
• Where the problem is
• When it first occurred

If you are out all day, please make arrangements for our contractors to have access to your home, either by leaving keys with a neighbour or friend, or by arranging for a member of your family to be at your home. Our contractors are not able to do routine repairs outside regular working hours.

When you have reported your repair, we will tell you:

• If we need to look at your repair before the work can be ordered
• Who will be doing your repair
• What priority your repair has been given
• When the contractor will finish the work by

How quickly will we do your Repair?

Repairs are divided into different priorities, with response rates as follows:

Emergency "A" - same day. Attended to and make safe within 2 hours where there is an immediate serious risk to persons or property.
Emergencies with risk of significant harm to persons or property, e.g. unsafe walls, severe water burst / flood.

Emergency "B" - same day response
Other emergencies such as no power, no heating (during winter months), tap running full bore, secure / board up doors / windows, severe roof leak.

Urgent - within 3 working days
Minor plumbing leaks, tripping electrical circuits / partial loss of power, faulty light switch.

Routine - within 20 working days
All other repairs not deemed to be emergency or urgent.

This list does not include every type of repair, but it is a guide to our general policy. Wherever possible, tradespersons will complete your repair in one visit.

Reporting out of hours emergency repairs and holiday periods

If your repair is an out of hours emergency or it occurs during an extended holiday period when the office is closed, you can contact Invicta helpdesk on 01732 781979.

Please do not report a repair as an emergency unless you are sure it warrants immediate attention.

Repairs Satisfaction Survey

If you have recently had a repair rectified and would like to let us know how our contractors performed, please download a Repairs Satisfaction Survey and return to the Society at the freepost address.

If we do not carry out an emergency or urgent repair within agreed timescales, you have the right to claim compensation from the Society, this is called the Right to Repair. Please refer to our Repairs and Maintenance Handbook for further details.