Repairs Service Standard

We aim to deal effectively with requests for repairs that are the Council's responsibility.

Our residents are encouraged to report repairs as they happen to prevent further damage. It is important that you provide as much detail as possible when first reporting the repair to us, so we can arrange for the correct tradesperson to attend first time. Also, when our staff visit your home, they may identify repairs which will be raised on your behalf.

Generally, we expect residents to take responsibility for raising repairs, which can easily be reported to us through

• Our website www.southessexhomes.co.uk/report-a-repair
• Freephone: 0800 833160.
• In person: At our main office at the Civic Centre
• Email: SEHCustomerServices@seh.southend.gov.uk 
• Letter to: South Essex Homes Ltd, Civic Centre - 3^rd Floor, Victoria Avenue, Southend-on-Sea, Essex, SS2 6FY

If you have an emergency repair, this will need to be reported to us by telephone (something that needs to be made safe / is a danger to life), please call us on 0800 833160. Our lines are open 24/7 for all emergency repairs.

If you are hard of hearing or have difficulty speaking, you can use the free Relay UK service.

We have set service standards which are intended to be easily understood by our residents and provide reasonable assurance of completion within our target timescales and to comply with the Governments Right to Repair Regulation 1994.

When you report a repair, we will:

• Log your repair quickly and accurately.
• Ask about any vulnerabilities or support needs so we can prioritise appropriately.
• Offer an appointment that suits you where possible for urgent and routine repairs.
• Confirm the appointment date and details by phone or text.
• Tell you if further work, specialist materials, or multiple visits are required.

Timescales

Priority Type	Description	Timeframe
Emergency Repair	An immediate threat to safety, security or health and safety.	Attend and make safe no later than 2 hours and complete within 24 hours from when reported.
Urgent Repair	Causing a serious inconvenience or likely to cause further problems if left.	To be commenced and completed within 5 working days from when reported
Routine Repair	Repairs that are not an Emergency or Urgent.	To be completed within 20 working days from when reported
Out of Hours repairs	Only emergency repairs undertaken between  Monday to Friday 5pm until 8.45 the next working day. Saturday, Sunday and Bank holidays 8am till 8am	Attend and make safe no later than 2 hours and if unable to complete within 24 hours we will arrange necessary follow-on works
Inspections	Supervisor or surveyor inspections	To be completed within 10 working days
Disrepair Cases	As guided by legislation.	No longer than 8 weeks of an independent expert report.
Emergency Hazard	A hazard that poses an "imminent and significant risk of harm". This is an issue a reasonable landlord would act on within 24 hours (e.g., severe mould affecting breathing, electrical hazards, major leaks)	We must investigate AND make the property safe within 24 hours of becoming aware of the hazard.
Significant Hazard	A hazard that poses a "significant risk of harm" to health or safety but is not an emergency. For Phase 1, this includes all damp and mould hazards meeting this description	We must investigate within 10 working days of becoming aware of the hazard

We always aim to meet our service standards wherever possible but occasionally materials are not available, work may require specialist contractors, or adverse weather conditions may impact timescales. In these cases, we may not be able to complete your repair as soon as we would like, and you will be provided with a new target date.