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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 require reasonable access to carry out repairs.
How to Report A Repair
If you need to report an Emergency or an Urgent Repair please dial 0345 60 100 30
How Quickly Will My Repair Be Completed?
Once you have reported your repair, our team will assign your repair with a classification.
An Emergency will be attended to within 6 hours, Urgent will be responded to within 7 Calendar days. Non-urgent Repairs are attended to within 14 calendar days, and Routine Repairs will be dealt with within 31 calendar days.
When you receive your works order, it will show the classification of your repair together with the date by which the repair should be completed. Orwell’s repairs classifications are as follows.
- Fencing repairs
- Roofing repairs
- Kitchen unit repairs
- Plastering repairs
- Wall tiling repairs
- Guttering repairs
- Glazing repairs
- Replace bath
- Replace storage heater
These will be dealt with within 31 calendar days.
Reporting a repair
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 as soon as you are aware there is a problem. We require 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 Report a Repair Form below.
Report a Repair Online
Data within this form is being collected in accordance with Orwell’s Privacy Notice which can be viewed here: https://www.orwell-housing.co.uk/search/text-content/privacy-notice-2302
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
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).
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 section B1 of your tenants' handbook. If you do not have a copy of the tenants' handbook, please contact your Housing Officer or our Customer Service Team to request a copy.