Service Offer – Repairs and Maintenance

Bushbury Hill EMB (BHEMB) aim to provide excellent services to all residents. Working with residents we have developed our service standards and commitments that guide how we work and let you know what you can expect from us from reporting a repair, through to what you can expect when moving into a BHEMB managed property.

 

We will continue to monitor to ensure we meet these service commitments and report our progress in our annual report to tenants.
Performance data can be found here.

 

Safety & Quality Standard

We aim to provide warm, dry, safe homes that are in good repair.

Your Tenancy Officer will visit you at home at least once every 3 years to check on your well-being and that there are no issues with your tenancy or your home.

Repairs

When repairs are needed, we aim to get the job done quickly, without any fuss and at your convenience, when possible. You can find details about how to contact us to report a repair here:  https://www.bushburyhill.co.uk/repairs/report-a-repair/

When you tell us about a repair we will:

• Keep you informed about your repair and update you if further works are required
• We contact a random selection of tenants after repairs are completed to check you are happy with the repair and we also visit a percentage of completed jobs to check the quality of the work. 

Report a Repair

It is your responsibility as a tenant to report any repairs needed at the property so that we can keep the property well maintained.

Please contact the Bushbury Hill Repairs Line on 0800 328 4090 to report the repair. The repairs line is open from 8am to 5.00pm every day.

Repairs can also be reported via the BHEMB website https://www.bushburyhill.co.uk/repairs/report-a-repair/  though we advise that emergencies are not reported using this method as it is not monitored continually.

You will need to ensure that the area is clear to enable the trades person to easily access the repair, unless you are registered disabled, have any recognised vulnerability or no family members to help you.

 

Emergency repairs are attended to within 24 hours, or sooner if possible They are either made safe or completed. If we are unable to complete the repair when we visit you, we will make the situation safe before leaving your home and will return to complete the repair later. We class a repair as being an emergency if it causes, or is likely to cause, a health and safety risk.

 

BHEMB offer a same day repairs service and where possible your repair will be attended within 24 hours and completed. If it can't be, it maybe because:

• you have contacted us too late to attend or complete it that day
• we may have to order specialist parts or materials
• the type of repair means it will take more than one day to complete

If the repair cannot be completed on the same day, an appointment will be arranged with you for when it can be. We aim to complete these repairs within 28 working days.

 

Programme repairs are generally larger, non-urgent repairs that involve large scale works. These works may also require specific surveys prior to the commencing that make the 28-day timescale unachievable. We aim to complete programmed repairs in 90 days.

 

If the problem is with your central heating boiler please contact Wolverhampton Homes, Homes Direct on 01902 556789. Homes Direct are available 9am to 5pm Monday to Thursday and 9am to 4.30pm on a Friday.

Between 31st October and 1st May if you report a ‘Total Failure’ i.e. no heating or hot water it will be treated as an emergency repair subject to Wolverhampton Homes Fix it Emergency.

Wolverhampton Homes aim to complete emergency repairs within 24 hours. If they are unable to complete the repair when they visit you, they will make the situation safe before leaving your home and will return to complete the repair later.

Report any out of hours emergency repairs to Wolverhampton Homes Out of Hours Emergency Team on 01902 552999. This service is available from 5pm – 8am on weekdays, 5pm Friday – 8am Monday at weekends and Bank holidays.

 

Other types of repairs

Before completing planned works or complex repairs, we’ll consult with you about what we’re planning to do and let you know when it will be done and how long it will take.

Certain large-scale works fall under the responsibility of the City of Wolverhampton Council (CWC). CWC delegate their duty for these works to Wolverhampton Homes, and the works are deemed retained responsibility. You will be advised if the proposed works fall into this category.

 

How you can help?

Contact our repairs service provider on 0800 328 4090 in advance on  to re-arrange your appointment if you are unable to make it.

For gas safety check, contact the contractor who made the appointment directly to re-arrange the appointment.

Let us know if you have a disability or have someone vulnerable living with you so we can work with you to make any reasonable adjustments.

 

Moving into Your Home

We like to make the process of moving home as easy and welcoming as possible. To achieve this, we have certain standards that our homes must meet before we let them.

The Standard of Your Home

Before we let a home, we make sure it’s secure, safe and complies with all the legal requirements. It must also be clean, tidy and free from rubbish and it must meet the minimum Decent Home Standard. 

Here we’ll explain the minimum standards you can expect when moving into one of our homes, and how you can help us make sure they’ve been achieved. 

Monitoring 

We will work with you to ensure that moving into your new home is as easy as possible. When you are ready to sign up for your new home, we will give you a lettable standard checklist to ensure that the minimum standard has been met. Within 8 weeks of moving into your new home we will visit you to see how you’re settling in. Part of this visit will be to discuss how satisfied you were with the condition of your home when you moved in, any repairs issues outstanding and the process to follow if you want to make any alterations to your home. 

Cleaning 

• All properties will be thoroughly cleaned, free from rubbish with the floors swept and mopped 
• Lofts will be empty 
• Kitchen units and worktops will be thoroughly cleaned and disinfected
• Bathroom fittings and tiles will be thoroughly cleaned and disinfected
• Wall tiles to be thoroughly cleaned and grouting free from mould
• Internal and external doors, frames and architraves will be cleaned 
• Windows and frames will be cleaned internally 
• Homes will be in a prepared condition ready for the new tenant to decorate as required

Doors and Windows 

• External doors will be in good repair and will have had new locks fitted
• Broken or cracked glass will be replaced, window frames will be clean, safe and in good repair with all catches and fasteners working properly
• Windows above the ground floor will be fitted with safety restrictors in good working condition
• Internal doors will be secure, will open and close freely and be in good repair

Walls and Floors 

• Floors will be clean, safe and free from trip hazards
• The kitchen, bathroom and toilet will have a clean washable floor
• Carpets and carpet grips will have been removed unless you want to keep them
• Polystyrene ceiling tiles and covings will have been removed and ceilings made good
• Stair treads, risers, handrails and posts will be safe and secure
• Walls and ceilings will be free from mould
• Damaged asbestos will have been removed from your home

Kitchen 

• The number and type of kitchen units provided will depend on the type and size of your home. There will be at least two base units and at least one wall unit for storage along with adequate worktop space. 
• All units, drawers, cupboards and worktops will be clean and in good working order
• The sink will be clean, free from blockages and have a chain and plug
• Plumbing will be in good working order and free from blockages
• There will be space for a cooker, fridge and washing machine and a connection for the cooker and washing machine
• Wall tiles will be clean and safe
• There will be adequate ventilation

Bathroom and Toilet 

• Each bathroom contains a washbasin, toilet and either a bath or shower
• Toilets have a new toilet seat, baths will be secure, sealed to the wall and have a plug and chain
• Bathroom fittings will be clean, work properly, have no cracks and be securely fixed
• There will be at least three rows of clean, safe and secure wall tiles around the bath
• There will be appropriate methods used to ensure adequate ventilation 

Utilities 

The home will have: 

• Useable water, electric and gas supplies (where provided) and adequate drainage
• Working hot water
• A safe and useable heating system
• A working mains smoke detector
• Safety certificates for electric and gas, if applicable 
• You will be made aware of the location of any identified Asbestos in the property
• A working CO detector where required

Outside your Home 

We will make sure: 

• Grassed areas are mowed and overgrown bushes cut back 
• Gardens, balconies and sheds are free from rubbish 
• Existing fences, hedges, walls and gates are safe, secure and in good repair 
• Drains, gutters, downpipes and overflows are free from blockages and leaks 
• Pathways are safe
• Roofs are safe, secure and watertight

How you can help us?

Let us know if there are any problems with you property as soon as possible

 

After you Move in

You will also receive an 8 week visit from the team to welcome you to the community and provide you an opportunity  discuss any tenancy issues or questions you may have. 

Part of this visit will also be to discuss how satisfied you were with the condition of your home when you moved in, any repairs issues outstanding and the process to follow if you want to make any alterations to your home.