Services  /  Repairs & Maintenance

Repairs & Maintenance Service


Repairs

Generally repairs to the property are the responsibility of the Association.

A tenant is expected to report repairs in one of the following ways:

In writing;

  • By telephone using either the direct Repairs Line or the main office number.
  • By personal contact.
  • By the main office fax.
  • By e-mail.

Housing services team will complete the Repairs Request Form and assess whether it is:

  • Emergency Repair (1 day)
  • Urgent Repair (7 days)
  • Routine Repair (30 days)
  • The above categories cover the majority of things that may go wrong in your home – common examples are a water leak or no hot water.

It is also your responsibility to carry out minor repairs – for example, replacing tap washers or a toilet seat. If you or your visitors cause damage, for example a window pane is broken, we can arrange for our contractors to attend, but you will be recharged the cost of the repair.

Please see the Repair Guide which details who is responsible for what repairs. This may be updated from time to time.


Reporting a Repair During Office Hours

Generally repairs to the property are the responsibility of the Association.

This category covers the majority of things that may go wrong in your home – a water leak or no hot water are common examples.

You need to report the fault to the office on 0208 524 6987 where a member of the Housing Services Team will handle your call.

Alternatively, you can fax on 020 8524 9935, or e-mail HousingServicesTeam@wfha.org.uk.

All Gas related repairs to be reported directly to Robert Heath Ltd

Contact Tel: 0800 077 6270 (Freephone) or 020 8336 6767
This service is available 24 Hours a Day, 7 Days a Week.

For all Gas Boiler, heating and hotwater or other gas Related Repairs and Landlord Gas Safety Registrations (LGSR).


Tenants of Other Landlords

Tenants at Millennium House should contact Waltham Forest Housing Associaton for all repairs on 0208 524 6987 within Office Hours. After 5:00pm, Weekends and Bank Holidays please call London and Quadrant” direct on *0800 0156536.

Tenants at Lewis House and Peach Court should contact Southern Housing Group for all repairs and housing management issues as follows:
Monday – Friday, 9am – 5pm, please phone 0300 303 1061 and ask for the Resident Services Officer.

Out of office hours, please phone 08457 573 764.


Landlord And Tenant Responsibilities

For a full list of landlord and tenant responsibilities please download the Landlord And Tenant Responsibilities Document from the Downloads page.


Rechargeable Repairs

Your tenancy agreement includes the following tenant’s duty:

  • To make good any damage and pay for the cost of any repairs to the property, its fixtures fittings and installations, and any other common areas, caused by the tenant members of your household, invited visitors or pets. The Association may carry out such works and charge the cost to the Tenant.

If, when you report a repair, it seems possible that the cost may have to be recharged, the staff member dealing with your call will explain this, and the process for informing you whether there will be a recharge and payment after that.


Major Repairs

This refers to large scale repairs or improvement projects. The amount of money involved is considerable and we can only complete these when funding is available.


Gas Safety Checks

As a landlord we have obligations under the Gas Safety (Installation and Use) Regulations 1998. These specifically deal with the installation, maintenance and use of gas appliances, fittings and flues, and place duties on us to ensure that gas appliances, fittings and flues provided for tenants’ use are safe.

We therefore need to ensure that an annual safety check is carried out on each gas appliance/flue, so each property should have a Gas Safety check every 12 months. Waltham Forest Housing Association uses Gas-safe engineers. For this process to work we require your co-operation to give our engineers access. So when you receive your notification letters please ring and make an appointment – IT IS FOR YOUR OWN SAFETY.


Out of Office Hours

In the event of an emergency outside office hours, Sheltered tenants should use their communal alarm system.

If you have an emergency repair out of office hours, please phone 020 8524 2822. Your call will be diverted to our out of hours call centre, who will arrange for any remedial works to be carried out by our contractor.


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Language & Translations

Office Open Hours

The office is open from 9:00am to 5:00pm Monday, Tuesday, Thursday and Friday, and 12:00pm to 5:00pm on Wednesday.


Answer Phone

From time to time we have staff training sessions during office hours: at these times you may reach our answer phone. The message will explain what to do in the event of an emergency.


Out of Office Hours Repairs Service

Tel: 020 8524 2822

Please only use this service if you need an emergency repair outside office hours.

For all Gas related repairs please call:
Robert Heath Ltd
Contact Tel: 0800 077 6270 (Freephone) or 020 8336 6767
This service is available 24 Hours a Day, 7 Days a Week.

For all Gas Boiler, heating and hotwater or other gas Related Repairs and Landlord Gas Safety Registrations (LGSR).


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