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Information for tenants Repair priorities Each repair is given a priority code to indicate how quickly it will be carried out. The priority will depend upon the nature of the fault and the possible risk to health Priority 2 hours Out-of-hours emergency and safety of the occupants of the premises. The priority and the target times for completing the repairs are set out below, along with each type of repair. Target completion time 4 hours Emergency – normal working hours Urgent – 1 day Urgent – 3 days Urgent – complete within 1 working day* Urgent – complete within 3 working days* 7 days Attend by appointment, complete within 7 working days* 20 days Attend by appointment, complete within 20 working days* Rapid response Planned maintenance Attend by appointment, complete within 5 working days* By arranged programme date *All target completion times are from date of issue. 4 Repairs Centre 0845 113 8888 www.yhn.org.uk
A repair may be upgraded where the circumstances merit more urgent attention such as: ● ● ● ● there is a risk to health and safety; the home is occupied by someone who is elderly or disabled; there is a child under six months living in the property; and there is a risk of major damage to the fabric of the property. Depending on the priority we will arrange an appointment for a morning or afternoon to suit you and you will receive a confirmation letter. Your behaviour We aim to treat you with respect and in return we expect you to do the same. We will not tolerate any threats, violence, intimidation or discrimination against our employees or anyone else representing or working for us. We would ask you to refrain from smoking in the presence of our employees or contractors undertaking repairs. Our responsibilities We will make sure all properties are kept in good repair, including the structure and outside of homes and the buildings in which they are situated, this includes: ● drains, gutters and external pipes ● the roof, outside walls, outside doors, window sills, window catches, sash cords, glazing ● putties and window frames and glass, including the necessary painting and decoration Information for tenants www.yhn.org.uk Repairs Centre 0845 113 8888 5
Page 1 and 2: Repairs booklet A guide for tenants
Page 3 and 4: Contact information . . . . . . . .
Page 5: How to report a repair You can repo
Page 9 and 10: You are also required to pay for th
Page 11 and 12: Insurance We strongly advise all ou
Page 13 and 14: does not leave a tidemark. It appea
Page 15 and 16: Frost protection Take precautions
Page 17 and 18: Should you be out when the contract
Page 19 and 20: months for essential repairs, from
Page 21 and 22: Airing cupboard and hot water cylin
Page 23 and 24: Basins and sinks What is the fault
Page 25 and 26: Doors What is the fault and its num
Page 27 and 28: Doors What is the fault and its num
Page 29 and 30: Electrics What is the fault and its
Page 31 and 32: Floors, walls and ceilings What is
Page 33 and 34: Garages What is the fault and its n
Page 35 and 36: Gutters and rainwater pipes What is
Page 37 and 38: Kitchen units What is the fault and
Page 39 and 40: Outside of the property What is the
Page 41 and 42: Outside of the property What is the
Page 43 and 44: Roofs What is the fault and its num
Page 45 and 46: Stairs What is the fault and its nu
Page 47 and 48: Windows and glazing What is the fau
Page 53 and 54: Avison Street CHO Blakelaw Byker Cr
Page 55 and 56: Walker Walker Centre, Church Walk,W
Page 57 and 58:
Please fill in the details in the b
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Published in July 2007 for Your Hom
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