The Erimus Housing repairs service is provided by the in-house repair and maintenance team, which is part of the wider Thirteen Group.
The team directly employs a range of operatives from the various building trades, such as plumbers, electricians, plasterers and bricklayers to maintain and repair your home. Gas fitters are also employed to service and repair your heating appliances.
In peak demand, we engage with selected sub-contactors to help provide the service.
This is when we react to a request for help from one of our tenants. Examples include repairing a cracked window, unblocking a drain or remedying a plumbing or electrical fault.
We respond to more than 30,000 requests for assistance each year.
What priority will my repair be given?
We look at every repair individually and then place it in to categories of emergency, urgent, routine and planned which have the following response times.
Emergency repairs - complete or make safe in 24 hours
An emergency repair is classed as a repair that could have a major health and safety risk to the occupants or cause serious structural disrepair to the property.
Urgent repairs - 3 to 7 days
These are repairs which materially affect the comfort or convenience of the occupant but are not classed as an immediate risk to the occupant or structure of the property.
Routine repairs - within 15 days
Non urgent repairs that present no risk to the occupants or property.
These are mainly external repairs such as fencing and guttering.
You will be told the date of your repair appointment when you contact us and you will also receive a text message 48 hours before the appointment as a reminder.
If we experience a large number of emergency repairs there may be instances where your appointment may have to be changed but you will be told if this is the case.
External contractors are used to add to the service delivered by us. This boosts the repairs service you receive.
You can report a repair by:
You will be asked for the following information:
Our repairs service operates 24 hours a day, seven days a week. There is full cover during normal office hours with reduced cover available outside these times. Please be aware this reduced cover service is only intended to provide a response where your health and safety is judged to be severely and immediately at risk or serious damage is taking place to the property, e.g. a fast water leak or burst. If you have an emergency repair out of normal office hours, ring Erimus Housing on 08000 461600, free from a landline, or 01642 261100 which is charged at local rates from a mobile phone. If you use the emergency service when it is not necessary you may be charged with the additional cost of carrying out the repair out of hours.
Please allow anyone employed by Erimus Housing access to your home to inspect it or to carry out work to your or an adjoining property. If you have made arrangements to allow access when reporting the repair, please make sure you keep to the appointment so we can carry out the work.
If you have made arrangements to allow a member of staff into your home so a repair can be completed, please make sure you keep to these arrangements so we can carry it out for you. You will be sent a text message confirming your appointment a day before to either your landline or mobile. If you are unable to keep an appointment, please let us know so we can rearrange the time and offer the slot to another tenant.
Improving your repairs service - who will carry out my repair?
Yes. Anyone who attends your home to carry out work must ensure it is carried out with the minimum of disruption to you and with respect for you and your home.
We will arrange an appointment with you when you report the repair. Once an appointment has been made, please let us know if you are unable to keep it and we will rearrange it for you. Contact us on 08000 461600, free from a landline, or 01642 261100 which is charged at local rates from a mobile phone.
All our repairs staff members work on a mobile handheld device which will ask you to complete a short questionnaire once the repair has been completed. The workman does not have access to view your comments once you have completed it, but if you have concerns//issues about the work please feel free to contact the customer service team.
If the repair has been completed but you are not satisfied with:
Please contact us to explain the problem. If the matter is not resolved, you can follow our corporate complaints procedure. You can ask for information on the process at your local neighbourhood office or by ringing us.
Asbestos was used in building materials until the mid-1980s. As long as it remains undamaged, it is safe. We have policies and procedures for managing asbestos that include surveying buildings to find out where asbestos is present so that we can decide the safest way of dealing with it.