Repairs

It is important to us that your home is kept in good repair and condition to ensure that it is well maintained, warm and safe.

To report a repair

You can report a repair 24 hours a day, 7 days a week, 365 days a year (from 6 January 2014) through the following means:

Call 0300 555 0128

Online Report a repair online

Email repairs@S4Bmanchester.co.uk

In person S4B Housing Office, Bramwell Drive, Manchester M13 9SU (open Monday – Friday 9-5pm)

Emergency Repairs

Very urgent problems which are a serious threat to health or safety are classified as ‘emergency repairs’. If you need to report an emergency repair, please call us immediately 0300 555 0128.

If you smell Gas call National Grid 0800 111 999 immediately

Repair Timescales

When you report a repair we will ask you for some further information so we can understand what type of repair is needed.

If the problem is causing a health and safety risk to you or anyone else the repair will be classified as an emergency and we will attend within 3 hours.

For all other repairs we will let you know the deadline date for fixing the problem. These deadlines are based on the level of urgency of the repair, so the more urgent the repair is the quicker we will attend.

Repair Appointments

When you contact us to report a repair, we will book an appointment time for you, which will be within the deadline date for fixing the repair. You will be offered an hourly slot between the hours of 8am and 5pm Monday to Friday. There will also be some Saturday morning appointments. We won’t make appointments for emergency repairs. We will ask that you remain at home until the S4B Operative arrives.

We will remind you of the appointment the day before we are due to visit and again when the S4B Operative is on their way (by text or phone).

S4B are committed to repairing 85% or more repairs on the first visit unless it’s not clear what the fault is and we need to do a pre-inspection. In a few cases, we might need to order a specialist part which may take a few extra days however we will always provide a temporary repair and make sure everything is safe.

Help us to help you

When you report a repair, please describe the problem in as much detail as possible to ensure we can quickly identify what repair is needed.

If you are unable to keep your repair appointment, please contact us 24 hours before we are due to visit on 0300 555 0128 and we’ll arrange another appointment time for you.

If an S4B Operative cannot gain access to your home to carry out a repair, they will call you or leave a card asking you to contact them.

Our Pledge

Here at S4B, when a repair is carried out we will:

• attempt to make your appointment at a convenient time

• assess the repair and find the best solution

• respect your home

• clean up when the work is finished

Feedback

After a repair is completed, you will be asked to complete a short satisfaction form so we can continue to improve our service. If you would rather do this on the phone or at the S4B Housing Office you should let the S4B Operative know and they will arrange this for you.