- Repairs and Maintenance for Leaseholders
Repairs and Maintenance for Leaseholders
- Responsibilities
- How to Report a Repair
- Emergencies
- Repair Priorities
- Repairs Appointments
Broxtowe Borough Council is responsible for the repair and maintenance of the structure, the exterior and communal areas of your block.
This normally includes:
- Structural walls
- Guttering and roofs
- Foundations
- External decorations
- Window frames (including the glass)
- Chimneys
- Communal grounds
- Drying areas
- External doors - this includes front doors to flats
- Drains, within the curtilage of the property
- Communal doors
- Communal stairways
- Door entry system, if fitted
- Shared Waste and soil pipes
- Communal lighting
The Council also owns and maintains the following:
- The pipes supplying the mains water from the relevant water company's stopcock in individual flats
- Gas pipes within the block, up to but not including the gas meter
- Wiring for any communal TV aerial within the block, up to and including the aerial socket.
There are several ways to report a repair.
- By Online Form - Report a Repair
- By phone on 0115 917 7777 – Option 2 - Monday to Thursday 08:30am to 5:00pm and Friday 08:30 a.m. to 04:30 p.m.
- By email - Housingrepairs@broxtowe.gov.uk
When you are reporting a repair, please make sure that you include your unique tenancy reference, the address at which the repair is needed, access arrangements and a contact phone number.
If an emergency occurs and you need to call us outside of normal office hours, please ring 0115 917 7777.
DO NOT use the online ‘Report it’ form for emergencies. We provide a 24hr emergency repair service.
An emergency repair is something that needs to be fixed quickly because it is a danger to health or safety.
For example:
- no heating or hot water (during extreme weather)
- total loss of power supply
- Blocked toilet (if there is only one toilet in the property)
- no cold, clean drinking water
- a damaged door or window has left your home insecure.
- a severe leak or burst pipe.
- a leak that is affecting the electrics
- an unsafe electrical fitting that is sparking or smoking, or bare wiring
- Blocked drains where there is a concern for health and welfare
- Any light not working in a hallway / stair, toilet where the tenant is vulnerable, elderly or there is no natural light in the room (no window).
All repairs are given a priority, which allows us to effectively manage the Housing Repairs Service. The Customer Services team will diagnose the repair during the call with the tenant to ensure that the correct category is assigned.
The Council utilise the following 6 repairs categories:
- Emergency X – Attend and make safe within 4 hours where possible
- Emergency A – Attend and complete within 1 working day
- Urgent B – Attend and complete within 3 working days
- Urgent C – Attend and complete 7 working days
- Routine D – Attend and complete within 40 working days
- Planned E – Repair will be carried out as part of a planned maintenance programme and will be completed within 249 working days or as part of a programme of planned works
Wherever possible we will try to offer an appointment for your repair work to be undertaken or inspected. We offer two appointment slots:
- AM
- PM
The repairs appointment system will give a choice of dates when an employee with the required skill is available within the priority deadline. If for some unexpected reason we find we cannot keep our appointment with you, we will contact you and give you the next alternative appointment date that is convenient to you.
If you find for some reason you cannot make your appointment, please contact the Housing Repairs Team on 0115 917 7777 as soon as possible to rearrange it. We would much rather you call us, even if it is just before we send an employee out to your home, than not at all.