Reporting Repairs Policy

If you require this document translated or issued in a format which is more appropriate for you, please contact us.

This policy is a summary of how to report repairs and should be read in conjunction with the repairs handbook.

There are four ways to report a repair:
• Speak to your Court Manager and complete a repair form.
• Telephone: 02392 387 086, if requested leave a message and a colleague will respond at the earliest opportunity.
• Email: enquires@agamemnon.org.uk
• Write: Repairs, Agamemnon Housing Association, Agamemnon House, Lindisfarne Close, Portsmouth PO6 2SB.

Please have the following information available when reporting a repair:

• Your name, address and flat number
• A full description of the problem and what you feel may be required
• What has caused the problem and whether it is causing damage
• Details of how you can be contacted to make an appointment such as your work or home telephone number or a day when you can be, or are regularly, at home and any times when you are not available
• Photographs by email or post if possible.

Your repair will be categorised based on the information you provide, and you will be given an indication of how long it will take to carry out the work required under the following criteria:

A Works Order is issued to a Property Service Engineer (PSE) or an external contractor. You will receive an appointment card confirming an appointment with either a PSE or a contractor, including details of the repair and the expected completion timeframe. If you do not receive this letter, please inform your Court Manager. The appointment will be scheduled to ensure the PSE or contractor can complete the work within the designated timeframe.

If you have reported a repair and an appointment has been made for the PSE or contractor to call, you must stay in your home, or arrange for someone to be there, at the agreed time.

Unless you have previously agreed that a PSE or contractor can enter your home in your absence.

If a PSE / contractor arrives for an arranged appointment and cannot gain access, you may be charged for the cost of the abortive call-out plus any administrative costs.

If the cause for the repair is your responsibility, it may be possible for the Association to carry out the work on your behalf, but you will be charged for it. Please refer to the Repairs and Maintenance Policy.