Orwell aims to maintain properties to the best of our ability. In order to keep our properties at a high standard, we rely on you to help us by reporting faults as soon as you are aware there is a problem. We require reasonable access to carry out repairs.
When requesting a repair during office hours, you will need to contact the Repairs Hotline on 0345 60 100 30.
Give as much detail as possible about the problem, and clear information about access to the property and your telephone contact details. At this stage, the Customer Service Team can usually tell you whether the repair is an emergency or routine repair.
We expect the contractor, who will carry out the repair work to commence as soon as possible and no later than 6 hours for an emergency or within 21 calendar days for all other jobs.
All orders for repairs are processed by the Customer Service Team, who will in the case of emergency or routine work contact the contractor direct to report the problem. In most cases you will then be put through to the contractor to arrange an appointment time that is convenient to you.
You will receive a text confirming your repairs order. If requested, an email or hard copy can be sent for your records.
It should be noted that a contractor, when attending an emergency, may only be able to do a temporary repair to make your property safe and secure until a more thorough repair can be made. This may be re-defined as ‘Routine’ and the completion deadline extended.
Should the appointment date or repair not be carried out within the specified time, you should contact the contractor directly using the information provided in the initial communication or contact the Customer Service Team on 0345 60 100 30 who will find out why it has not been done.
If this happens again you may be entitled to compensation– see below.
Gaining access to our residents’ properties is one of the major obstacles to repair work being carried out, and we request that you fully co-operate with the contractors. If a key could be left with a neighbour when you are out during the day, we will ask you to confirm that you agree to our contractor entering your home unaccompanied. Failure to give access may result in the repairs order being cancelled.
Reporting gas, electric or water emergencies
B2 If a gas leak is suspected the gas supply should be turned off at the meter and National Grid called immediately.
✆ 0800 111 999
In the event of a total power failure the trip switch on the consumer unit should be checked before contacting UK Power Network.
✆ 0800 7838 838
If the water supply has failed due to a problem associated with the mains water pipe or you identify a burst mains water pipe then the water company, Anglian Water, should be contacted.
✆ 0845 7145 145
These will be dealt with within 6 hours.
- Total loss of electrical power – if you have a card meter please check you have credit on the card.
- Unsafe power, lighting socket or electrical fitting likely to cause injury.
- Total loss of water supply.
- Total or partial loss of gas supply or leak.
- Blocked flue to open fire or boiler.
- Total or partial loss of space or water heating where there is a vulnerable person.
- Blocked or leaking foul drain, soil stack, or toilet pan (where there is no other working toilet in the property).
- Uncontrollable leaking from water or heating pipe, tank or cistern.
- Insecure external window, door or lock.
- Structural damage to property e.g. fire, storm or flood.
- Failure of lift.
- Failure of warden call alarm system.
- Faulty fire alarm system.
- Removal of offensive or racist graffiti.
These will be dealt with within 21 calendar days.
- Partial loss of electric power.
- Partial loss of water supply.
- Total or partial loss of room or water heating. (1st April to 30th September)
- Blocked sink, bath or basin (this may be a re-chargeable repair).
- Defective cistern or overflow.
- Minor plumbing leaks/defects.
- Leaking roof (of property – not sheds/outbuildings).
- Faulty timber flooring or stair tread.
- Door entry phone not working.
- Loose or detached banister or hand rail.
- Smoke detectors – check that the battery does not simply need replacement.
- Renew door furniture.
- Renew lock.
- Overhaul window.
- Redecoration works.
- Replace taps.
- Renew wash hand basin/bath.
- Replace light switch/socket outlet.
- Fencing repairs.
- Roofing repairs.
- Kitchen unit repairs.
- Plastering repairs.
- Wall tiling repairs.
- Guttering repairs.
- Glazing repairs.
- Replace bath.
- Replace storage heater.
Out of office hours
When requesting an emergency repair during out of office hours your telephone call to this office will be redirected to a call centre. The staff will talk to you about your repair request and determine whether or not it is a genuine emergency before contacting our contractors. Assuming your repair request is an emergency then you can expect a contractor to attend and make safe and secure within 6 hours. We will send you a works order showing the contractor and completion deadline within a day or two.
New homes defects procedure
Orwell strives to ensure that all its properties are built to a high standard by closely supervising the building programme from start to finish. However, faults can still arise and you as tenants of a new property will probably be the first to find them.
Therefore, we would like to inform you of the procedure for dealing with repairs to new properties
All new properties are subject to what is termed the ‘defect liability period’. This means that any faults that develop are the responsibility of the building contractors to put right. Any defects will be identified in an inspection at two intervals:
- 12 months after the property was built – for defects in the building.
- 12 months after the property was built – for defects in heating/plumbing and electrical installations.
You can help in this matter by listing any repairs that need to be done by the contractors to hand in at the time of inspection
If, in your opinion any fault or repair is an emergency, it should be reported to the Repairs Hotline on 0345 60 100 30.
The right to compensation for failure to repair
Should the contractor fail to respond to the time limits set out in the works order and this is reported by you to Orwell, a second time limited period is allowed in which the contractor must commence the repair work. This second period is another 24 hours for emergencies, an repairs. If the contractor fails to undertake the repair requested in this second period, then you are entitled to claim compensation from Orwell of £10.00, plus £2.00 per day (up to a maximum of £50.00) for every day the repair remains outstanding, providing access has not been denied. However, any compensation may be deducted from any sums that you may owe to Orwell.
Compensation will only apply to integral parts of the property. A compensation claim form is attached for your convenience. Further claim forms are available from the Orwell office.