Housing repairs

The Council inspects all new units offered for use as temporary accommodation (TA), and aims to make sure they are of an acceptable standard. Of course, there will be occasions when living conditions deteriorate over time, and repairs issues arise. Also, certain problems may develop following occupation that could not be identified while a property was vacant. 

Guidance

How do I report a repair?

If you have a concern about your living conditions, you should always speak to your TA Managing Agent in the first instance. You should only call the Council’s Housingline (020 7361 3008) if your TA Managing Agent does not respond effectively. 

In most cases, Housing staff will liaise with your TA Managing Agent to find a solution to the problem. 

You can find contact details for your TA Managing Agent in your tenancy or licence agreement which you would have been provided when moving into your home. 

How long will the repair take?

Emergency Repairs

Emergency repairs are those that need to be done when a person, a home or surrounding homes are potentially in danger. TA Managing Agents aim to complete these repair works within 5 days of the repair being reported to them and interim arrangements should be made to make the situation safe and/or secure. For example, electric heaters should be made available to Tenants while they have a loss of heating.

Fire damage  Severe water leaks  A total loss of water 

 

Non Emergency Repairs

TA Managing Agents should aim to complete non emergency repair works within 28 days of the repair being reported to them. Where possible interim arrangements should be made while works are carried out. Any associated remedial work; for example, ‘making good’ the resulting damage will usually take longer. 

• Unsafe gas or electricity 
• A gas leak in the home 
• A partial or total loss of heating and/or hot water at any time of year 
• Blocked toilet or drain (when only one wc in the property) 
• Making the Premises safe after a break-in 
• Gain access after tenant has lost keys
• Blocked flue to open fire or boiler
• Insecure external window, door or lock
• Dangerous structures – floors, ceilings, walls etc
• Replacement of missing or badly damaged manhole covers 

 

Access – Giving access to your home

You must allow the Council, Council Representatives or Contractors to have access to the accommodation and the premises in which the accommodation is located, to inspect it or to carry out repairs including to the structure, roof, exterior and services at all reasonable times by prior appointment except that immediate access must be allowed in the event of emergency.

Condition of your home

It is a tenants responsibility to keep the accommodation in a clean condition and to take good care of all furniture and fittings provided. 

Can I withhold my rent if the repair is not resolved?

As a tenant, you have no right to withhold rent. This could put you at risk of eviction.

What happens if I carry out repairs works myself?

Tenants do not have authority to undertake any repair works. If you do so, or pay someone to do them, you will not be reimbursed.

Things to consider when you move in

Heating and affordable warmth 

The Council recognises the increasing level of energy costs and how this can affect families. We try to only use properties for temporary accommodation that meet a minimum of Band D on the Energy Performance Certificate (EPC) that the TA Managing Agent has to supply. 

When moving into a property: 

The TA Managing Agent should always give you a clear explanation of how to operate the heating system. This should be done at the time of letting.  It is important to take careful note of this advice, since proper use will inevitably be the most cost effective. 

 

The first three types are generally straight forward to identify and carry out repair work. They could require major work, so your TA Managing Agent will need to agree this with you beforehand. It is not possible to make a realistic assessment of damp caused by condensation  without inspecting your home. 

Things you can do to help prevent condensation, damp and mould in your home

keep kitchen and bathroom doors closed when in use, if possible open a window adequately heating your home can reduce condensation levels as warmer air holds more water vapour. If you have any concerns with the efficiency of your heating system report it dry clothes outside if you can use saucepan lids when cooking  spray or wash down areas affected by mould with bleach or anti-mould cleaner

• Traumatic – due to accidental flooding, for example burst pipes or overflowing baths. 
• Condensation – often linked with green or black mould growth. This is caused by an imbalance between heating, insulation, ventilation, and moisture generated as a result of normal domestic activities such as bathing and cooking. 

Carbon monoxide  (CO) 

CO is a poisonous/ odourless gas that may be released from faulty appliances, most commonly boilers. This explains why it is a legal requirement for them to be inspected and certified annually by a registered Gas Engineer. The Council expects TA Managing Agents to install and maintain CO detector(s) to alert you to the presence of CO. We now encourage them to fit mains-operated devices.   

Infestations 

The Managing Agent of your home is required to ensure properties are effectively proofed against certain pests such as mice, rats, and cockroaches and to carry out trapping or treatment programmes for whole blocks if necessary. It can normally take up to three treatments to completely eradicate an infestation. You can help by not leaving food out and storing food in containers and jars, rather than loose packaging. You will need to report any signs of infestation directly to your managing agent. 

Electrics 

The Council requires every dwelling to have a current and valid Electrical Safety Certificate. This should ensure that the general installation is safe. 

Security 

Accessible doors and windows should be in a satisfactory condition. They should be fitted with sufficient security devices to ensure that you can readily obtain home contents’ insurance. 

Bathrooms 

There is no general requirement to install both a bath and shower facility.  

Fire 

Individual flats or houses should have smoke and heat detectors to alert you if there is a fire. These should be mains, rather than battery, operated. All kitchens should be fitted with a fire door. 

Damp and mould growth 

Common complaints in temporary accommodation concern damp and related mould growth. There are four main types of damp that typically affect residential accommodation: 

Rising – found in basements/ground floors, and caused by moisture rising upwards, often visible as a horizontal stain or tide-mark up to 1.5m above the earth. It may be associated with dry rot in adjacent skirting boards or timber flooring where fitted.  Penetrating – typically rainwater entering as a result of damaged roof coverings or drainage pipes. 

 

What happens if works are not agreed or undertaken appropriately?

You can complain to your TA Managing Agent and they will have a complaints procedure that you should follow. If you feel you have exhausted this process and are still not satisfied with their response, please let us know. The Council’s TA Repair Service will try to help, though we do not have any enforcement powers.

How to find out more 

• By phone: Housingline 020 7361 3008 
• By email: [email protected] 

If you are unhappy with the location of your temporary accommodation, raising issues of repairs will rarely result in the Council rehousing you. We would advise you to discuss any concerns you have with the location of your temporary accommodation with the Accommodation Solution Team.