When you call the Repairs Team on Freephone number 0800 035 2210, we will need to know:
- Your name.
- Your address & telephone number.
- Details of the repair including what the problem is, where is it and the make of the defective item.
When you call us, please help us by having your copy of the Repairs Handbook to hand.
If you are a Gold Service member or have a clear rent account, we will then log the details onto our computer system and issue you with a repairs reference number.
If your Gold Service membership has been suspended, or if you are in rent arrears, we will ask you to speak to our Income Management team to discuss your rent account. We will then log the details onto our computer system and issue you with a repairs reference number.
Once you have ordered your repair you will be sent Repairs Receipt Slip which will highlight the repair you have ordered and the appointment date you have agreed to. In addition, you will receive a text the day before as reminder of the appointment and on the day of the appointment the contractor should call you to confirm the estimated time of arrival.
Some repairs will need inspecting by one of our surveyors. In these cases, we will make an appointment with you for one of our Surveyors to visit your home while you’re on the phone.
If your repair doesn’t need inspecting, we will make an appointment with you for one of our contractors to call at your home to carry out the repair. We currently have 2 appointment slots and evening and weekend appointments available to all of our residents.
The works may take longer than two hours to complete but the contractor will turn up within the allotted two hour time slot, or phone to notify the resident of any delays.
When reporting a repair through our Repairs Service Team, don't forget you can request appointments in the evening or a Saturday morning.
Should one of our contactors miss a pre-arranged appointment slot then you are entitled to £15 compensation. Please contact Irwell Valley on 0800 035 2210 to report a missed appointment.
When reporting a repair to Irwell Valley one of our main corporate objectives is to "Provide excellent affordable homes and good value services" To help us meet this we have service standards covering all our main service areas. This is so you know what level of service you can expect to receive from us. Our Service Standards have been set with customers and colleagues and we monitor our performance against these. The service standards relating to repairs and maintenance service are detailed below:
* Make an appointment with you at the time your report your repair for our two main contractors.
* Offer Saturday and evening appointments
* Acknowledge and order on line repairs, e-mail repairs and texts within 1 working day of receipt
* Keep to appointments to carry out your repair or let your know in advance if the contractor is unable to keep to the appointment
* Compensate you for any genuine missed appointments
* Complete jobs on the first visit where parts are not required
* Make sure our contractors show their identification
* Make sure our contractors behave in a proper and professional manner
* Make sure our contractors leave their work area clean and tidy and remove any rubbish left over from the works
* Monitor your satisfaction with our repairs and maintenance service
Our Unconditional Service Guarantee
Solid Gold Members have the added comfort offered by our Unconditional Service Guarantee, to ensure that any repairs are completed to your satisfaction. Please
click here to find out more about the Unconditional Service Guarantee.
If you have a repair that you wish to report, please fill in the form below.
The form will be sent to our team to be dealt with.
If you wish to speak to someone instead of sending this form please call Irwell Valley on our Freephone number 0800 035 2210.