Social Housing Repairs

sara1980

I'm not sure if I'm posting in the right place, please feel free to move post if that is the case.


I have several repairs in my property that I have reported to the landlord and I am not happy with the timescale they have given me, can anyone give me some advice as to what is an acceptable timescale to have to wait?


Repair 1, leaking roof in bathroom and lots of damp on exterior wall. reported on 06/01/14, contractor calling at property 31/01/14 (19 working days after report)


Repair 2, extractor fan broken in small downstairs toilet with no other form of ventilation, reported 17/01/14, toilet has been leaking for approx. 3 years, and never been fixed properly, causing water to seep through the vinyl floor tiles, plumber has agreed to replace the toilet but has stated that the housing won't do anything about the state of the floor due to the leak, he has removed the tiles and toilet smells damp due to the stagnant water, but electrician is unable to call to look at the fan until 07/02/14 (15 working days after report)


Repair 3, condenser pipe on boiler loose, causing puddles of water in airing cupboard when we use heating, reported 17/01/14, still waiting for a call back to confirm appt.


As well as the above, I have put a request in for supervisor to consider replacing my kitchen, as the drawer fronts & cupboards are hanging off, the cupboard under the sink has swelled due to a leak in the sink that incorrectly repaired on several occasions, which has also caused damp behind the cupboard.
What state does a kitchen have to be in for them to consider a replacement?
What is classed as fit for purpose when it comes to a kitchen?


Any advice will be greatly appreciated.
Thanks

HelenRachel

Hi I've been renting for about 4 yrs in variousness properties. I'd say the waiting times you've mentioned are fairly standard. I've been waiting since before Xmas for someone to come look at the damp - again, and in a pervious house I waited 3 months (under protest I might add) to get the shower to produce hot water. If your unhappy I think there are procedures to complain about the LL but hopefully someone more experienced will be able to tell you what they are.

sara1980

Thanks.
I read on Shelter yesterday that certain repairs have to be completed within a set timescale, just wondered if anyone could shed a bit more light as to were I stand etc x

theartfullodger

'phone Shelter on their **free** helpline 0808 800 4444. I don;t think there are any hard & fast rules on timescales...

Have you reported problems in writing (yes, WRITE!! - keep copy).

If unhappy with social housing provider service have you followed their complaints procedure?? Have you seen what they say their repair seervice times should be??

Assuming you wish to hold onto your home & wish to get a good service from your landlord many people consider it wise to be calm, polite & friendly in all you dealings so as not to p*ss them off & get sent to the b*tt*m of the priority pile....

Cheers!

sara1980

Anyone else have any views on this?

lighting_up_the_chalice

sara1980 wrote: »

Anyone else have any views on this?

If unhappy with the service you receive from your SH landlord, I would echo what theartfullodger said. Specifically .....

theartfullodger wrote: »

Have you reported problems in writing (yes, WRITE!! - keep copy).

If unhappy with social housing provider service have you followed their complaints procedure??

Your provider will have a published, detailed complaints procedure, usually on-line, but also available via your local rent office. Read it. Follow it. It will explain how to escalate your complaint at every stage. Ultimately, if unresolved, the issues may escalate as far as an independent ombudsman, who may award compensation to you (if appropriate).

However, as has already been stated, complaints should be made in WRITING and you should remain polite and calm when dealing with them. Most of the timescales mentioned in your OP look pretty typical, especially at this time of year when pressure from broken heating, pipes and weatherproof issues tend to increase. But, my opinions doesn't matter. If you feel you are being mistreated or receiving a poorer service than you should expect, the complaints procedure is there for you to follow.

Sorry, there is no magic wand on this occasion.

sara1980

I may be completely missing it, but I can't see any complaints procedure on their website...
https://www.placesforpeople.co.uk
The local office is about 25 miles away

BigAunty

I found it within 2 minutes by looking at the site map, yes they haven't foregrounded their complaints procedure, burying it within the customer charter (which could mean anything).

Follow the link here

http://www.placesforpeople.co.uk/customers/information_about_your_home/customer_service_charter.aspx

that leads to a 'complaints' form that says

Every member of staff should aim to resolve issues first time, every time. If an issue has not been resolved when it is first brought to our attention then it becomes a formal complaint.
We will try and resolve your complaint on the day we receive it if possible. If we need time to look in to it, we will acknowledge that we have received your complaint within 2 working days. We will aim to provide you with a full written response within 10 working days. If we cannot get back to you within that time, we will write and explain why and tell you how long it will take.