Housing Repairs
Maintenance Quality Policy
When you become a Leicester City Council tenant, you enter into a legally binding contract with the council. The terms of this contract are set out in the ‘Conditions of Tenancy‘ booklet and in the Housing Committee Policy. In addition to this, there is also a booklet entitled ‘Tenant’s Guide to Housing Repairs,’ both these booklets are available on request from your Housing Management office.
As part of the maintenance agreement, the Housing Improvement and Repairs Service will carry out most of the repairs to the main structure of your home. However, there will be certain things – minor repairs and replacement items – that you will be responsible for. The Tenant’s Guide to Housing Repairs explains this to you.
Both general and emergency repairs to your property can be reported to the Housing Repairs Call Centre by ringing (0116) 252 7007 from 8.30am to 8.00pm Monday to Friday and Saturdays 8.30am to 4.30pm.
Staff running this service will take your reports(s) and offer you appointments for the repair(s) you are reporting. We will do our best to make sure that the appointments meet standard waiting times for the type of repair you are reporting.
This will be explained to you at the time of your telephone call – if for any reason we expect there to be a delay to your appointment we will tell you about this. Emergency repairs are attended to within 24 hours, with the exception of emergency gas heating repairs, which are responded to within 48 hours of them being reported to the call centre.
In an emergency outside of these hours, call (0116) 254 9439.
Additionally, you can report repairs by letter to your local repairs depot, the Housing repairs call centre, any neighbourhood housing office or a Customer Services Centre. You can call in person to any of the above during normal office hours, or you can report online via the website at housing.leicester.gov.uk/repairs.
Email centralrepairs@leicester.gov.uk.
Please remember that emergency repairs should only be reported in person or by telephone to the dedicated repairs lines.
The Out of Hours Emergency Repairs Service
This service operates 365 days of the year outside normal working hours, dealing only with emergency repair requests. The service can be contacted by telephoning (0116) 254 9439. In a few instances, the emergency repair may not be completed because either the materials are not readily available or the nature of the repair makes it impractical to complete at that time (e.g. fitting a new hot water cylinder). Nevertheless, the problem will be made ‘safe’. Where repair requests received are not considered to be an emergency, the information will be recorded and dealt with by the local depot in line with the conditions of tenancy.
The Department is proud that this service achieved accreditation under the ISO 9002 Standard in 1994 and has successfully continued to meet the new standards set by this organisation. To maintain this International Standard, independent assessors audit the service regularly to ensure the practices and procedures continue to meet requirements. Our aims are:
To help us achieve our aim the Housing Maintenance branch operates to written procedures that meet the requirements ISO 9001: 2000.
We make sure that every member of staff associated with the Repairs Service is aware of our commitment to meeting our aims and all staff are expected to contribute to the maintenance and development of the service. This reflects customer requirements and strives to work for continual improvement. In return for staff commitment to this policy, we recognise the importance of caring for those staff too and through the monitoring of achievable performances we strive to make them the best in what they do.
Private Tenants See Also:
When you become a Leicester City Council tenant, you enter into a legally binding contract with the council. The terms of this contract are set out in the ‘Conditions of Tenancy‘ booklet and in the Housing Committee Policy. In addition to this, there is also a booklet entitled ‘Tenant’s Guide to Housing Repairs,’ both these booklets are available on request from your Housing Management office.
As part of the maintenance agreement, the Housing Improvement and Repairs Service will carry out most of the repairs to the main structure of your home. However, there will be certain things – minor repairs and replacement items – that you will be responsible for. The Tenant’s Guide to Housing Repairs explains this to you.
Both general and emergency repairs to your property can be reported to the Housing Repairs Call Centre by ringing (0116) 252 7007 from 8.30am to 8.00pm Monday to Friday and Saturdays 8.30am to 4.30pm.
Staff running this service will take your reports(s) and offer you appointments for the repair(s) you are reporting. We will do our best to make sure that the appointments meet standard waiting times for the type of repair you are reporting.
This will be explained to you at the time of your telephone call – if for any reason we expect there to be a delay to your appointment we will tell you about this. Emergency repairs are attended to within 24 hours, with the exception of emergency gas heating repairs, which are responded to within 48 hours of them being reported to the call centre.
In an emergency outside of these hours, call (0116) 254 9439.
Additionally, you can report repairs by letter to your local repairs depot, the Housing repairs call centre, any neighbourhood housing office or a Customer Services Centre. You can call in person to any of the above during normal office hours, or you can report online via the website at housing.leicester.gov.uk/repairs.
Email centralrepairs@leicester.gov.uk.
Please remember that emergency repairs should only be reported in person or by telephone to the dedicated repairs lines.
The Out of Hours Emergency Repairs Service
This service operates 365 days of the year outside normal working hours, dealing only with emergency repair requests. The service can be contacted by telephoning (0116) 254 9439. In a few instances, the emergency repair may not be completed because either the materials are not readily available or the nature of the repair makes it impractical to complete at that time (e.g. fitting a new hot water cylinder). Nevertheless, the problem will be made ‘safe’. Where repair requests received are not considered to be an emergency, the information will be recorded and dealt with by the local depot in line with the conditions of tenancy.
The Department is proud that this service achieved accreditation under the ISO 9002 Standard in 1994 and has successfully continued to meet the new standards set by this organisation. To maintain this International Standard, independent assessors audit the service regularly to ensure the practices and procedures continue to meet requirements. Our aims are:
- Dealing quickly with repair requests in line with current Departmental Policy.
- Ensuring a high quality service at an economical cost within the resources available.
To help us achieve our aim the Housing Maintenance branch operates to written procedures that meet the requirements ISO 9001: 2000.
We make sure that every member of staff associated with the Repairs Service is aware of our commitment to meeting our aims and all staff are expected to contribute to the maintenance and development of the service. This reflects customer requirements and strives to work for continual improvement. In return for staff commitment to this policy, we recognise the importance of caring for those staff too and through the monitoring of achievable performances we strive to make them the best in what they do.
See Also:
Private Tenants See Also:
If you have any other questions about getting repairs or replacement work carried out to your council home, or if any information in this guide to repairs is not clear, please telephone the repairs call centre on (0116) 252 7007 or contact staff in any of the offices given above.
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