The Association aims to maintain properties to the best of our ability. In order to keep our properties at a high standard we rely on you to help us by reporting faults repairs as soon as you are aware there is a problem and by allowing us reasonable access to carry out repairs.

How to Report A Repair

To report an Emergency or an Urgent Repair please dial 0345 60 100 30

If your repair is not an emergency or urgent, we would recommend that you complete our repairs request form.

Please be aware that completion and submission of the repairs request form does not automatically mean that your request will be carried out. There could be various reasons for this, some of which include:

• Further information on your repair request is required
• The requested repair is in fact a tenant recharge. If so, you will be made aware by a member of the Orwell repairs team
• The requested repair is the responsibility of the tenant

The next step in your repair request will be either:

A member of the Orwell repairs staff contacting you to discuss your request further

OR

You will receive confirmation via a green 'works order' form (within 2 working days of your request). Orwell contractors will then contact you to arrange convenient access in which to carry out the repairs.

If you haven't received a phone call or works order within 2 working days after sending your repair request, please contact the repairs team on 0345 60 100 30 (low cost number).

Office hours are 9am – 5:30 pm Monday to Thursday and 9am to 5pm on Friday.

Advice on Tenant Recharges

As a tenant, you are responsible for certain elements towards the upkeep of your home. It is also tenant responsibility for the cost of any repair required as a result of tenant neglect/misuse.

For full details on tenants' responsibilities along with landlord responsibilities and other general repair information, please refer to your tenants' handbook. If you do not have a copy of the tenants' handbook, please contact your housing officer and make a request for one.