Changes to your housing repairs service
You can book more types of repairs from Monday 17 May
Our repairs team have been working really hard throughout the pandemic to keep your council homes safe and in good repair, but to prevent the spread of COVID-19 they have only been doing emergency and essential repairs inside council homes, but have continued to carry out non-essential repairs to external and communal areas.
From Monday 17 May we will be booking all routine repairs again. This means that as well as more serious repairs you will be able to report day-to-day repairs such as:
- Bath panels
- Broken double glazing
- Extractor fans
- Skirting boards
- Dripping taps
- Replacing washers
- Water pressure
- Noisy pipes
- Partial loss of light (for example if there is no natural light in your bathroom)
- Tiling, brickwork and paving
Please continue to book emergency and essential repairs, but do not report any routine repairs before Monday 17 May as we won’t be able to book them.
While we will be booking routine repairs from Monday 17 May, there are some things that you are responsible for as a tenant that our repairs team can’t help you with.
Please don’t report the following repairs because we won’t be able to book them:
- Inside doors (apart from your kitchen door)
- Letterboxes and door numbers
- Window catches
- Security chains, additional locks, lost or damaged keys
- Carpets or flooring except in bathrooms
- Light bulbs or fuses
- Plugs and chains on baths, basins and sinks
- Curtain rails, hooks and shelves
- Surface cracks in wall surfaces and plasterwork
- Kitchen worktops, handles, drawers and cupboards
- Minor drainage blockages
- Internal decorations
- Your private garden
- Toilet seats
Pre-booking for older residents from Monday 19 April
We will be prioritising the residents who need our help most and from Monday 19 April we will be contacting the following groups of residents directly to book in any day-to-day repairs:
- 70+ and living independently
- In receipt of a care package
- Live in sheltered housing.
If you or someone you know is a Camden Council tenant aged 70 or over and / or in receipt of a care package, please wait to hear from us. We will be contacting you soon about any repairs you have.
If you live in a Camden sheltered scheme, you can now report any routine repair through your sheltered manager.
Thank you for your patience
We have lots of repairs to get through so it’s going to take us longer than normal to get to all of them. You may need to wait as we continue to prioritise emergency and essential works – please bear with us. We are helping the people who need it the most first, our teams will move as quickly as they can, and we will get to everyone’s jobs.
New priorities – types and timings of repair
The Council will continue to carry out emergency and essential repairs inside tenants’ homes and repairs to communal areas will continue if it is safe to do so during the current lockdown.
We are introducing a clear system of priorities for types of repairs. This will ensure you know how long you can expect to wait for every repair you report and help manage repairs better.
The new priorities and timescales are set out below.
|When there is an immediate threat to your (or other residents’) health, safety, security or to your home. Sometimes a temporary repair will be carried out to make the home safe and secure, with the full repair completed later. Examples include making a window or your front door safe and secure after damage, or stopping a serious leak in your home.||6 hours to 24 hours|
|Essential||When the problem is nuisance to you or other residents and is likely to lead to further damage if it isn’t fixed. Sometimes a further visit is required to complete the repair if special parts are needed. Examples include restoring partial loss of power, such as to sockets.||20 working days|
|Problems that need fixing but aren’t causing serious discomfort or inconvenience and are not likely to lead to further damage. Examples include repairing a minor plumbing repair like a dripping tap.||To be agreed with tenant|
|This would include work that is non-urgent where specific parts or works are needed. Examples include new UPVC windows and doors, bespoke joinery or ironware.||To be agreed with tenant|
Staying safe and well
When you call to request a repair, our repairs customer service staff will ask if you or anyone you live with has COVID-19 symptoms (high temperature, a new continuous dry cough, or a loss or change to your sense of taste or smell) or has had them in the last 14 days. They will also ask if anyone in your household is shielding. The information you give us will stay on record for 60 days from the date that you call us.
Repairs staff or our contractors will only attend a home where a tenant is self-isolating or shielding in an emergency. Any repairs officer who comes to your home will be following strict guidance from the Government and our public health team to keep you and them safe, and to prevent the spread of Covid-19.