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Responsibility for Property Maintenance
Repairs and Maintenance.
Orwell 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 as soon as you are aware there is a problem.
We are committed to ensuring that all our customers are safe in their homes.
Below you can find advice about safety in the home.
We experience a high demand for some of our services, including requests for repairs.
To assist us with getting your repair right first time, we kindly ask you to:
- Take photos or send a video of the problem so we can assess the extent of the repair, allocate the correct tradesperson and time slot needed.
- Give as much information as you can, so we can correctly prioritise the repair.
- Make us aware of any disabilities, mobility issues or circumstances within the household that may be affected by the repair.
- Use our online portal or App to send us images or videos. Alternatively, you can complete our online form or email us at repairs@orwell-housing.co.uk to attach any photos.
In many cases this helps us identify the problem more efficiently, prioritise the job, ensure we send the right trade to deal with it, and have the right parts from the start.
This means we can deal with the issue quickly and minimise disruption to our customers.
If you’d like to find out more or talk through your options, we’d love to hear from you.
Whether you have a question, want to find out more about our services, or would like to talk through your support options, our team is happy to help.
Please note that our Repairs team is available from 8:00am to 4:30pm, Monday to Friday. Any repair requests received outside of these hours will be handled by our Out of Hours service provider.
Orwell’s Repairs Service Standards
External decorations
Planned works
Windows and doors
Replacement kitchens
Replacement bathrooms
Letting a property
Responsibility for property maintenance
Caretaker standards
Maintaining estates and communal areas
Our caretakers carry out a range of tasks to keep your communal areas clean, safe and well maintained. During their visits, they will:
- Pick up litter on each visit.
- Keep external communal areas clean and tidy, including sweeping or cleaning stairwells, walkways, car parks and bin stores.
- Inspect play areas during every visit and report any issues.
- Cut the grass during the growing season (April to November, weather permitting).
- Strim and edge paths when needed.
- Remove or treat weeds.
- Make sure hedges and shrubs are not blocking paths or windows.
- Cut shrubs and hedges once a year between 1st September and 28th February, in line with the Wildlife and Countryside Act 1981.
- Work safely and in line with the Health and Safety at Work Act 1974.
- Report any fly tipping in communal areas to a registered waste carrier.
- Carry out ad-hoc repairs and report larger repairs to Orwell’s repair team with end-to-end oversight.
These tasks are all part of our ongoing commitment to keeping your communal areas safe, clean and enjoyable throughout the year. By following clear service standards, our caretakers help create outdoor spaces that feel cared for, welcoming and comfortable for everyone in the community.
Not found what you’re looking for? There’s plenty more support available.
You can also view sections of our tenant handbook, information leaflets and other publications. If you would like to comment on a service you have received, please let us know.
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