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Welcome to Shoreline Housing Partnership

creating communities to be proud of

reporting repairs

As your landlord we are responsible for repairs to the structure of your home and repairs to communal areas.

As a tenant, you are required to take reasonable care of your home and report any repairs or faults to us straight away.

If you have applied to buy your home, then we will only carry out certain basic repairs that we are required to do by law. Once you have completed the purchase of your home then you are responsible for all repairs.

mears logo

Shoreline have joined forces with leading repairs and maintenance contractor Mears Ltd to launch a strengthened repairs service to tenants.

The service will deliver improved customer repairs to Shoreline tenants and carry out empty property works.

How to report a repair
What is an emergency repair?
Priority response times
Right to repair
Service standards
Heating systems
Timescales for repairs
Rechargeable repairs

How to report a repair

You should let us know about any repairs or faults as soon as possible.

You can report a repair in several ways .

By telephone:	0845 849 2000 option 1
Online:	complete our online form
In writing to:	Repair Centre Shoreline House Westgate Park Charlton Street Grimsby North East Lincolnshire DN31 1SQ

What is an emergency repair?

Emergency repairs are ones which are needed to avoid a serious health and safety risk or to prevent serious structural damage to your home. Examples of emergency repairs are;

dangerous structural faults.
temporary repairs after fire, flood, lightning or storm damage.
works to rehouse tenants after major fire or flood
blocked main foul water drains or only toilet within the property
gain entry where no other access is available
making property secure
total loss of electric power
water leaks that need isolating at the main stop tap.

For emergency repairs we aim to attend and make safe within 2 hours of you reporting the repair and complete the repair within 24 hours (providing parts are available).

Priority Response Times

When you call to report a repair the officer that deals with your enquiry will decide which priority the repair should be given. The target completion times for repairs are as follows:

Emergencies – within 2 hours to make safe and 24 hours to carry out the repair
Urgent repairs – attend and complete within 3 working days of you reporting the repair
Routine repairs – attend and complete the works within 21 working days of you reporting the repair

For your convenience we operate an appointment system for any repairs to the inside of your home. When you report such a repair through the Repair Centre you should ask the operator if you can book an appointment to have these repairs done. The operator will then allocate the next available slot to you, giving you the date and the option of an am or pm appointment. Once you have accepted this appointment you should make sure that the Craftworker has access to your home on the date and time agreed.

Right to Repair

We aim to complete all emergency and urgent repairs within the set priority response times.
You have certain rights if we fail to do this and in certain circumstances you may even have the right to claim compensation from us. This is known as the Right to Repair. This Right only applies to qualifying repairs which are set down in Regulations.

Where on two occasions we fail to meet the timescales for carrying out the repair then you have the right to claim a set amount of compensation up to a maximum of £50.

Further details of this Right are given in our leaflet called “Claiming Compensation - a guide to tenant rights“ and a claim form is also available for use in appropriate cases. You can download a copy of the form or leaflet from the links below or alternatively you can telephone 0845 849 2000 option 2 and ask for a form or leaflet to be posted to you or collect one from our Customer Service Centre.

Download the 'Claiming Compensation - a guide to tenant rights' leaflet (188kb)

Download the Right to Repair claim form (139kb) - Right to Repair guidance notes (146kb)

an operative from mears pictured carrying out a repair to a sink operatives from mears enjoying a training session

Service Standards

When visiting you in your home our operative's promise to you is to:

introduce myself and show my identity card clearly
explain the work I am here to do
behave in a polite and courteous manner
never smoke in or close to your home
never use your electricity or water without asking you first
never use any of your items including tea and coffee
drive and park courteously at all times
use all materials and equipment in a safe manner
clear and remove waste or make collection arrangements for the same day
always use dust sheets
keep you fully informed of any changes to your repair
show you what work I have done before I leave

Heating Systems

If you need to report a repair to your heating or hot water system - whether your fuel type is gas, electricity or solid fuel - please contact Mears (Mechanical and Electrical) on Shoreline's usual number 0845 849 2000 option 1

What repairs will be carried out by Mears?

The heating system, including the complete appliance
Any system connected to it providing heating or hot water
Control of timing and temperature
Flue and ventilation parts
Pipework from landlord's side of the meter to the appliance
Radiators, radiator valves
Hot water storage vessels
Pumps
Other associated parts

Please note that exclusions to this service are vandalism or misuse by the tenant or user.

Gas servicing

It is a condition of your tenancy that you allow us to carry out the landlord's annual gas safety check. If you have not had one within the last year, please contact Mears on - 0845 849 2000 option 1 who will arrange to carry out a check. For more information on gas servicing and safety you can visit our gas servicing and safety page.

Timescales for repairs:

All heating repairs will be responded to as follows:

• Priority E (Emergency) ..............................1 hour
• Priority 1.....................................................1 day
• Priority 2.....................................................3 days
• Priority 3.....................................................7 days

Definition of priority levels

Emergency

Major water leak associated with heating and hot water system which cannot be isolated
Complete failure of heating system of vulnerable tenants where no other heating source is available
(1 November - 30 April only)

Priority 1

Loss of space and water heating between 1 November - 30 April only
Follow up work in response to Transco attendance due to a gas leak
Defective water heater
Boiler water leak

Priority 2

Defective ball valves and siphons/ feed expansion tank
Minor repairs to tanks or cylinders
Loss of space or water heating between 1 May and 31 October

All other repairs will be dealt with as Priority 3

Rechargeable Repairs

From April 1 2010, we will charge for some repairs to properties. This means from the 1 April 2010 you will be charged for any repairs that are your responsibility and caused by abuse, misuse, wilful damage or neglect. So, if a repair to a property is not due to fair wear and tear, we will charge you for the cost of the repair.

We will still be carrying out all other repairs and maintenance free of charge as this is our responsibility.

So why are we doing this?

We are a registered charity. Any profit we make is invested back into the organisation. If we continue to pay for repairs that are not our responsibility we won't be able to use the money to improve your homes and communities.

And it seems you agree. Results from our summer consultation suggested that you agreed with our decision to introduce charges for some repairs. Not only that but you also thought we offered plenty of payment methods and that the process was fair and clearly understood.

A group of residents even made sure that our rechargeable repairs policy didn't discriminate against any tenants in any way.

How much will I be charged for a repair?

We will charge you for the total cost of the repair. We will not charge you anymore than we pay Mears who will organise and carry out the repair.

What if I can't afford to pay for the cost of the repair in full?

If you cannot afford to pay for the cost of the repair in full you will be able to pay small amounts in instalments with your rent.

What repairs am I likely to be charged for?

You will only be charged for repairs that are found to be caused by abuse, misuse, wilful damage or neglect.

This includes:

Replacing a glazed unit in a broken window or door
Lock changes to an external door so you can gain entry to your home
Repairing and filling holes in walls and doors that have been caused by wilful damage or abuse
Replacing and resecuring sanitary ware such as toilet seats
Refitting and installing new kitchen cupboards and drawers that have been pulled off their hinges
Replacing internal doors and handles that have been wilfully damaged
Unblocking sinks and drains that have become blocked due to neglect, for example excess fat being poured down the sink
Replacing UPVC door and window handles that have been misused
Rubbish removal

You can read a full copy of the policy by clicking this link:

Rechargeable Repairs Policy (69kb) *

Lost Keys

If you accidentally lose your keys and want a new lock you will be charged. But our contents insurance scheme allows you to claim up to £500 per year for lost or stolen keys. It even allows you to claim for the cost of some rechargeable repairs. And the cost could only be a small amount which you can pay with your rent. For more information visit our page on insuring your home.

* The policy is an Adobe Acrobat pdf file.

You will need Adobe Reader software to view it. If you do not have the software installed on your computer, you can download it for free by clicking on the icon below.