Rosebery Housing Association (RHA), in partnership with Rosebery Homecall Property Services (RHPS), is committed to providing an effective and responsive repairs service so that your home remains in good condition.

HOW TO REPORT A REPAIR

You can report your repair here.

You can also telephone the call centre at Homecall (RHPS) on freephone 0800 096 0395.

Alternatively you can visit or write to Rosebery or Homecall offices which are open Monday to Friday 9:00 am to 5:00 pm.

What happens next?

• We will send you a letter detailing: an outline of the repair that has been ordered, a target date for the repair to be done and your order number, which you may need again
• We will also enclose a questionnaire for you to complete and return to us (in a pre-paid envelope) after the repair is done. This is an important part of the job. It helps us to monitor how we are doing and learn how to improve the service we deliver to you.

HOW QUICKLY WE DEAL WITH REPAIRS

As we receive a large number of repairs requests, we prioritise them in the following way:

Priority 1 - Emergency – response within 24 hours
These jobs include repairs to ensure that the property is wind and weather tight and that there is no risk to the resident.  The kind of repairs under this category would be:-

-         Mains electrical failure meaning that the resident does not have any electrics

-         Loss of water supply

-         Blockage of the sewer meaning that the WC is un-usable

-         Serious leak/burst on the plumbing where it is not possible to turn off the water or the leak cannot be contained

-         Danger to occupants

-         Security of the property

-         Failure of electrical water heater if there is no other way to heat the water

-         Door is jammed and the resident can’t get in or out of the property

-         Roof repairs where there is water penetrating the property and cannot be contained

-         WC not flushing (if only 1 WC)

Priority 2 - Urgent - work complete within 7 days
These jobs are not causing a risk to the property or the residents, but it would be unreasonable to leave the work beyond 7 days as this would cause major disruption to the resident or may affect the property.  This kind of work includes:-

-   Electrical repairs and maintenance

-   Plumbing or roofing leaks that can be contained with a bowl or bucket

-   Carpentry, such as repairs to kitchen units or door frames

-   WC not flushing (if more than one WC)

-   Graffiti removal

-   General plumbing repairs such as replacement taps

-   Glazing – non emergency

-   Garage doors (where access can still be gained to the garage)

-   Paving repairs which are not a trip hazard

Priority 3 - Routine – work complete within 28 working days
This work is not urgent and mostly relates to work outside the property, including:-

- General carpentry, such as repairs to skirting boards

- Gate repair or replacement

- Guttering repairs

- Damp treatments

- Roof maintenance

- Fencing

- External works

- Brickwork pointing

- Concrete paths 

The Customer Services Team at Homecall are very experienced in dealing with repairs and when you contact them, they will make sure that they categorise your repair correctly.  If there is anything you think they need to know at the time of reporting a repair, please let them know so that they can get it right first time.

If you have any queries regarding Rosebery’s repair priority timescales, please contact the Customer Services Team on 01372 814000 or at customerservices@rosebery.org.uk 

You can check out our Decent Homes Policy here

Rosebery has a robust Asset Management strategy which is reviewed every 3 years.  If you would like a copy of the strategy, please contact the Customer Services Team.