How we deal with Repairs
Appointments
If the repair team needs to get in to your home to do the work, you will be offered a morning, afternoon or evening appointment, to suit your convenience. We cannot give a more specific time.
If the repair team needs to get in to your home to do the work, you will be offered a morning, afternoon or evening appointment, to suit your convenience. We cannot give a more specific time.
MORNING appointments are between 7.30 am and 12 noon.
AFTERNOON appointments are between 12.30 pm and 4.00 pm (except Fridays).
EVENING appointments are between 4.00 pm and 8.00 pm (except Fridays).
We will send you an acknowledgement for each repair reported, so you know that we will deal with it and what priority it has been given.
If you have reported the repair by letter and the appointment offered is not convenient for you, please contact the repairs call centre team on (0116) 252 7007 and they will rearrange it for you.
Please keep your appointment
Once an appointment has been made it is important that you are in when the worker calls. If you are not in, the job will be cancelled. The worker will leave a green cancellation card and you will be sent a letter confirming the cancellation.
If the work is cancelled and you still want it doing, you will have to contact the repairs call centre again and arrange another appointment.
Please quote the job number on the cancellation card when you call.
Women only operatives
For women who would prefer not to have men working in their homes (for example because they have suffered domestic violence in the past) we will make every effort to use female operatives to carry out the repair. Women customers can request this when reporting the repair to the call centre on (0116) 252 7007.
Access to your home
Officers from the Adults and Housing department, and any other person authorised by the City Council, may at some time need to get into your home. For example, access may be needed to inspect the state of a repair or to carry out repairs to your home or to an adjoining property.
Under your tenancy agreement you must allow them access to the premises at any time between 7.30 am and 8.00 pm, and at any other time in an emergency. We will give advance notice whenever we can.
AFTERNOON appointments are between 12.30 pm and 4.00 pm (except Fridays).
EVENING appointments are between 4.00 pm and 8.00 pm (except Fridays).
We will send you an acknowledgement for each repair reported, so you know that we will deal with it and what priority it has been given.
If you have reported the repair by letter and the appointment offered is not convenient for you, please contact the repairs call centre team on (0116) 252 7007 and they will rearrange it for you.
Please keep your appointment
Once an appointment has been made it is important that you are in when the worker calls. If you are not in, the job will be cancelled. The worker will leave a green cancellation card and you will be sent a letter confirming the cancellation.
If the work is cancelled and you still want it doing, you will have to contact the repairs call centre again and arrange another appointment.
Please quote the job number on the cancellation card when you call.
Women only operatives
For women who would prefer not to have men working in their homes (for example because they have suffered domestic violence in the past) we will make every effort to use female operatives to carry out the repair. Women customers can request this when reporting the repair to the call centre on (0116) 252 7007.
Access to your home
Officers from the Adults and Housing department, and any other person authorised by the City Council, may at some time need to get into your home. For example, access may be needed to inspect the state of a repair or to carry out repairs to your home or to an adjoining property.
Under your tenancy agreement you must allow them access to the premises at any time between 7.30 am and 8.00 pm, and at any other time in an emergency. We will give advance notice whenever we can.
Security
All City Council employees carry official identity cards that include their photographs. You are strongly advised to ask to see such a card before allowing anyone claiming to be from the city council into your home.
Sometimes work is carried out by contractors employed by the City Council. They will not have identity cards, but should be able to produce works orders or other documents to show that they are working on behalf of the City Council. Do not accept photocopies.
Contractors should also be able to give you the name and phone number of a council officer you can contact to check they are genuine.
If in doubt - shut them out
If you are in any doubt about the identity of a caller DO NOT let them in. Ask them to call again later, so you have time to check them out, and then shut the door on them.
Contact your depot, local housing office or the repairs call centre team to check whether they are from the city council or not.
'Cowboy' builders
Do not ask any builders who call at your door looking for work to do repairs for you. They may not be trustworthy. It's far better to contact two to three reputable firms and ask them to quote for the work.
All City Council employees carry official identity cards that include their photographs. You are strongly advised to ask to see such a card before allowing anyone claiming to be from the city council into your home.
Sometimes work is carried out by contractors employed by the City Council. They will not have identity cards, but should be able to produce works orders or other documents to show that they are working on behalf of the City Council. Do not accept photocopies.
Contractors should also be able to give you the name and phone number of a council officer you can contact to check they are genuine.
If in doubt - shut them out
If you are in any doubt about the identity of a caller DO NOT let them in. Ask them to call again later, so you have time to check them out, and then shut the door on them.
Contact your depot, local housing office or the repairs call centre team to check whether they are from the city council or not.
'Cowboy' builders
Do not ask any builders who call at your door looking for work to do repairs for you. They may not be trustworthy. It's far better to contact two to three reputable firms and ask them to quote for the work.
Moving furniture and carpets
The City Council also requires you to move any white goods or furniture and to lift carpets or laminate flooring (if access to the floor is required) to allow repairs to be done.
The City Council also requires you to move any white goods or furniture and to lift carpets or laminate flooring (if access to the floor is required) to allow repairs to be done.
Carpets and laminate flooring are supplied and fitted by tenants and are therefore your responsibility. If they have to be lifted to carry out a repair the council cannot be held responsible. You are responsible for making sure furniture, carpets and laminate flooring are moved out of the way, ready for the work to be done.
Customer Care
We do our best to provide a quality service for all our customers. To help us monitor how well we are doing we carry out regular customer satisfaction surveys.
One in 10 of the jobs we do are followed up with a questionnaire, asking about:
- Whether the worker showed their ID badge when they first arrived.
- Whether they were polite, helpful and friendly.
- Whether they protected the carpets, furniture and decorations, if necessary, before they started work.
- Whether they left everything clean and tidy.
- The time it took to complete the repair work. The quality of the work carried out.
Complaints
If you are not happy with the service we have provided you should contact the depot manager for your area by phone or be letter. Our depots can be contacted through our repairs call centre on (0116) 252 7007.
If you are not satisfied with the action taken as a result of your complaint, please write to:
Director of Adults and Housing
Leicester City Council
New Walk Centre
Welford Place
Leicester
LE1 6ZG
Leicester City Council
New Walk Centre
Welford Place
Leicester
LE1 6ZG