Section 5 - Repairs & maintenance

You are generally responsible for all repairs inside your property. Under most leases we are responsible for carrying out repairs and maintenance to the exterior of the block, the main structure, main services and communal areas both inside and outside. It is important to note that if we carry out any repair work, regardless of responsibility, you will be required to make payments.

You can report a repair need in the following ways:

•  on-line at trentanddove.org
• telephone on 01283 528528
• email  at  enquiries@trentanddove.org

We provide a 24-hour service for emergency repairs; whilst all other repairs may be reported they will be held over until the next working day.

Our Customer Services Advisers are available 9am – 5pm, Monday to Friday, to make appointments and coordinate repairs. When you report a repair, we will tell you what category it falls into and the estimated time for us to respond.

Emergency repairs – things that present a health and safety risk or cause a real danger to people or property. If occurring outside normal working hours, in many cases the contractor will only be able to make the situation safe, returning later to complete the repair. We aim to attend within a maximum of 24 hours depending upon the nature of the repair required.

Urgent repairs – things that cause a significant inconvenience but are not a health and safety risk. We will attend and complete the repair within seven calendar days of it being reported.

Routine repairs – things that can be annoying but are not urgent. We will attend and complete the repair within 31 calendar days of it being reported.

You must ask for our permission in writing before you carry out alterations to your home. Examples of the types of alterations that will need our permission include:

• Installing new windows
• Erecting conservatories, sheds and garages
• Replacing fencing and boundary walls
• Removing or altering walls
• Altering window and door openings
• Installing gas or electric fires
• Any electrical additions or alterations
• Erection of satellite This is only allowed where the service is not provided by Trent & Dove Housing

You would not normally need our permission to replace a bathroom suite or to replace kitchen cupboards.

If you have any doubt about whether you need our permission, call a member of our leasehold team on 01283 528528 before starting work on your home.

You will be responsible for maintaining any alterations or fittings you have made to your home, even if they were made by the previous leaseholder, you will still have to maintain them. We may ask you to return the property to its previous condition before it is sold.