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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.

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:	Shoreline Repairs Doughty Road Depot Doughty Road Grimsby North East Lincolnshire DN32 0LL

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 5 calendar days of you reporting the repair
Routine repairs – attend and complete the works within 27 calendar 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.

For details of urgent and routine repairs please see the separate booklet on the Right to Repair available from our Customer Service Centre.

Service Standards

All our repairs operatives, including contractors’ operatives, will be expected to treat you with courtesy and respect at all times. They must carry and show you their identity card before entering your home. Operatives will not smoke in your home or use foul or abusive language. Dust sheets will be used where appropriate to protect your home and they will clear up any dirt or debris when the job has been completed.

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.

Customer Feedback

We are continuously trying to improve our service and your opinion is valuable to us. Please tell us how you found your experience with Mears by completing this online form.

	Name
	Address
	Contact telephone number:
	Description of work:

1	Overall, were you happy with the service you received from Mears?	Yes No
2	Were you happy with the way your call was dealt with?	Yes No
3	Was an appointment made?	Yes No
4	If so, was the appointment kept?	Yes No
5	Did the operative show you his ID card?	Yes No
6	Were the operatives polite and helpful?	Yes No
7	Did they leave the property clean and tidy?	Yes No
8	Was the problem solved first visit?	Yes No
9	Has the job been completed?	Yes No

	Please score us out of 10 (10 = Good, 1 = Poor)

	I would like a Customer Service Advisor to contact me

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

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

Registered Charity Number 1107876.