Repairs handbook

When you speak to Mears to request a repair, you can expect them to:

• be polite and helpful
• give you an accurate diagnosis of the repair
• assess whether the repair is urgent
• give you a choice of appointment dates and times
• be sensitive to the needs of vulnerable tenants

The call centre is open 24 hours a day, 7 days a week, in case you need to report an emergency repair.

Repairs staff will:

• wear a Mears uniform and identification card
• be polite and professional
• respect you and the property
• work in a tidy way
• make sure they clear up when they leave

Check how long it takes to complete a repair

Our response time to repairs depends on how urgent it is.

Mears assess repairs when they are reported and prioritise them depending on the situation:

How we check repairs

Mears will inspect some repairs as part of their quality checks. This is to help make sure that work done is of a high standard.

You can get support with housing repairs if you are a vulnerable resident.
This includes if you are any of the following:

• older, including if you are older than 55 and need support to live on your own
• disabled
• have a mental or cognitive disability
• have a long-term health problem which makes it difficult for you to do the repair yourself

Get help from the Redbridge Handyperson Scheme

Vulnerable residents can get help with small repairs through the Redbridge Handyperson Scheme. The scheme is run by HEET, a not for profit organisation.

Repairs include fixing broken toilet seats and changing lightbulbs.

Repairs do not include anything the Council is responsible for.

You will need to pay a small fee for the repair.

Find out more about the Redbridge Handyperson Scheme. 

How we support vulnerable council tenants

Redbridge Council will:

• make sure repairs staff know how to support vulnerable people
• give you a temporary heater or cooker to use where necessary if we cannot finish the repair on the day
• keep our records up to date, for example adding any disabilities to your housing record
• keep track of repairs to see if you need more support – this includes homes with a high number of repairs and properties that have had no repairs for a long time
• help you feel safe through our staff identification and password scheme

Get help if English is not your first language

Tenants can get help with booking a repair if English is not their first language:

1. Go to the Orchard Housing Office:

• address: 152 Broadmead Road, Woodford Green, IG8 0AG
• open Monday to Friday, 9:30am to 4:30pm except on bank holidays

2. Let reception staff know that you need an interpreter to help you book a repair

3. Office staff can help you book the repair by phone

We have 2 things in place to help you feel safe when we arrive to do the repair:

• staff identification cards
• password scheme

Staff identification cards

Our repairs operative will wear an official identification (ID) card with their photo on. They will also wear a Mears uniform.

You should ask to see their ID card when they arrive.

Password scheme

For added safety, you could also ask our repairs operative for a password when they arrive to do the repair.

Tell the Mears call centre staff the password of your choice when you arrange a time for the repair.

The repairs operative will say the password to you when they arrive.

If you are not sure of the repairs operative's identity, call Mears immediately on 0800 393 994.

Who is responsible for emergency repairs depends on if you are a leaseholder or tenant.

Leaseholders are responsible for most emergency repairs inside their own property.

Redbridge Council is responsible for all emergency repairs:

•  if you are a council tenant
•  to communal or shared areas
• to the building structure such as the roof

This table shows some examples of emergency repairs and who is responsible:

Report an emergency repair

Call Mears to report an emergency repair for which the Council is responsible on freephone 0800 393 994.

If you are not sure if the repair is an emergency, call Mears who will check for you. 

We usually attend to emergency repairs within 2 hours. We will usually make the repair safe or complete the repair within 24 hours.

If you are a leaseholder, you should contact a private reputable tradesperson as soon as possible to fix an emergency repair you are responsible for.

You will be charged for work Redbridge Council has to do to repair any damage you cause.

This includes any essential repair work due to damage caused by:

• you, people you live with or visitors
• private tradespeople
• neglecting the property
• not using things properly such as putting food down a sink or flushing wet wipes down the toilet

You will be breaking the terms of your tenancy if you, people in your household or visitors damage the property.

If you are worried about asbestos

If you are planning to do some small repairs and are worried about asbestos, contact Mears on freephone 0800 393 994 for guidance. Find out more about asbestos in the home in the guide about your council tenancy.

Walls and skirting boards

Ceilings

Floors

Stairs, bannisters and handrails

You must not remove stairs, bannisters or handrails.

You will be charged for the cost of replacing and installing these items if you remove them.

The Council will repair damaged stairs, bannisters and handrails but you may be charged for the repair.

Alarms

Electrical items

You are responsible for repairing the following electrical items if you own them. Redbridge Council is responsible for the repair only if the Council owns the item:

• electric storage heater
• electric fire
• immersion heater
• extractor fan

Gas equipment 

Gas appliances

You must get an engineer who is on the Gas Safe Register to repair or install any of your own gas appliances.

Plumbing

Redbridge Council is responsible for the following plumbing repairs:

• water service pipes, overflow pipes and water tanks
• taps, water stopcocks and valves
• tap washers
• bleeding of radiators
• radiators, valves, time clocks and thermostats
• heat interface units

Bathroom

You will be charged for any repairs if they were caused by incorrect use. For example, flushing wet wipes down the toilet.

Watch repair videos

Mears have created some videos to help you with simple bathroom repairs such as changing a toilet seat.

Watch videos

Kitchen

You will be charged for any repairs if they were caused by incorrect use. For example, putting food scraps down the sink.

Windows

Doors

Locks and keys

You are responsible for repairs to outdoor items that were gifted to you as part of your tenancy, for example a shed.

Outdoor boundaries and gardens

Roof and drains

Redbridge Council is responsible for repairs to the roof and drains including:

• roof structure and tiles
• chimney and chimney stacks
• guttering, rainwater pipes and clips
• fascia, soffit and barge boards
• drains and gully surrounds
• gully grids
• blocked drains
• inspection chambers
• soil and vent pipes and clips

Your home may include items that were gifted to you as part of your tenancy. 

Gifted items were installed by a previous tenant and are not usually included in a council house. Examples include carpets or a shed.

You are responsible for all repairs and maintenance to gifted items.

Contact a reputable private tradesperson to fix a repair you are responsible for. You must get an engineer who is on the Gas Safe Register if you need to repair or install any of your own gas appliances.

Report a Council repair

To report a repair for which the Council is responsible, use our online report a repair form. You will need an email address and mobile phone number to report a repair online.

Report a repair online (Link opens in a new tab)

If you do not have internet access, call Mears to report the repair on freephone 0800 393 994 with:

• your name and address
• what needs to be repaired - try to describe the problem as clearly as you can

Tell us if you need to change your appointment

You must tell us as soon as possible if you need to change your repairs appointment.

Contact Mears if you need to change your appointment on 0800 393 994. 

Check how long a repair takes

Mears will assess and prioritise the repair depending on how urgent it is. You will get a choice of appointment dates based on the priority of the repair.

Routine repairs are usually completed within 28 calendar days.

Urgent repairs are usually completed within 5 working days.

Mears will tell you if the repair qualifies under the Government’s Right to Repair Scheme. Under the scheme, some repairs that cost under £250 must be completed within a fixed timescale.

You must move furniture and anything else you own if it will make it easier to do the repair.

You will get a text message when the repairs operative is on their way to you if you provided a mobile phone number.

The repairs operative will:

• arrive within the appointment time – they will contact you first if they are going to be late
• be wearing a Mears uniform and staff identification (ID) card
• if applicable, say your password to you
• explain what they will do to fix the repair
• have the right tools and materials
• try to complete the repair in one appointment
• check that you are happy with the repair when they finish

After the appointment, you will get a satisfaction survey for the repair by post.

As a leaseholder, you are responsible for all general repairs and maintenance to your property.

Your responsibilities inside your property

Your responsibilities inside your home include:

• internal windowsills
• painting and decorating
• wall and ceiling plastering
• floorboards and concrete flooring
• floor and wall tiling
• fixtures and fittings unless the Council owns them such as phone cables and handsets
• your gas boiler
• plumbing and electrical services that serve only your property
• your water tank if it serves only your property
• repairs that affect your neighbours for example a leak due to the bathroom flooding

Water leaks from an upstairs flat

You are responsible for repairing any damage to your property due to a leak from an upstairs flat.

You should claim for the cost of repairs on the building insurance if an upstairs leak has damaged your property.

Find out more about leaks and building insurance in the leaseholder information and services guide.

Your responsibilities outside your property

Your repair responsibilities outside your home include:

• window glazing
• external doors and frames to your property such as back doors
• garden fences
• front, side and rear gates to your property
• any external features included in your lease such as paths and steps
• entrance door to your property (front door)

Check if you need a fire door

Your front door must be a fire door if it opens onto a communal area such as a corridor.

Fire doors and frames must have a full 30 minute fire resistance. You should also fit a fireproof letterbox and a slow door closer.

You must let the Home Ownership Team know if you change the lock on a fire door.

Learn more about fire doors in our guidance for leaseholders.

Find out about the Council’s consultation on fire doors.

Check the Council’s repair responsibilities

Redbridge Council is responsible for external repairs to the structure and communal areas such as:

• the roof
• drains and guttering
• chimneys
• external window frames
• communal entrance doors
• footpaths, steps and other means of access if owned by the Council
• car hard standings and gates if owned by the Council
• garden walls – we will repair garden walls to match the original standard for the estate

You will pay for the shared cost of these repairs with other leaseholders through the annual service charge.

Leaseholders - report a repair

You should use a private reputable tradesperson to fix a repair in your property.

Report a repair or maintenance issue that the Council is responsible for by using our report a repair online form (link opens in a new tab).

If you do not have internet access, call Mears to report the repair on freephone 0800 393 994 with:

• your name and address
• what needs to be repaired - try to describe the problem as clearly as you can

Contact the Home Ownership Team if you are not sure who is responsible for the repair.

Redbridge Council is responsible for all repairs to communal or shared areas in your block and estate.

These include:

• lifts
• door entry systems
• communal doors
• shared staircases
• the structure and external condition of the block
• external areas of the estate such as the estate wall
• boilers for shared heating and hot water
• lighting in shared spaces
• gutters and drainpipes
• penetrating damp caused by a structural problem

Leaseholders share the cost of communal repairs through the annual service charge.

Report a communal repair

Our caretaker staff will report communal repairs. We will also report any repairs when we carry out estate inspections.

We may sometimes miss things that need repairing.

If you notice a communal repair that needs fixing such as a blocked drain or damaged external wall, tell us by using our report a repair online form (link opens in a new tab).

If you do not have internet access, call Mears to report the repair on freephone 0800 393 994 with:

• your name and address
• what needs to be repaired - try to describe the problem as clearly as you can

You will be given a repair reference number.

You are responsible for all repairs to your furniture and possessions. This means you will have to pay to repair or replace your possessions if they get damaged or stolen.

This includes damage due to:

• a burst pipe from inside your home
• a leak from an upstairs flat

You should take out home contents insurance to cover your possessions. This will give you peace of mind in case you need to repair or replace your items.

Contents insurance could cover you for a number of situations including:

• theft
• fire
• burst pipes
• flooding
• storm damage

Find out about other services including:

• adapting your home to help you stay independent, for example adding stair rails or installing a shower
• what to do if you want to make home improvements
• gas safety and other checks
• large repair jobs to council properties (major works)
• how we keep estates clean and tidy

Learn about housing repairs, maintenance and improvements.

Condensation happens when moisture in the air comes into contact with a cold surface and turns into water.

Condensation is different to damp. Damp is caused by  water from the outside getting into the house, for example from an open window or leaking roof.

Common causes of condensation include:

• Drying clothes indoors
• Lack of ventilation in the kitchen, bathroom or bedrooms
• Not enough air flow behind furniture

You will see condensation as water droplets on the wall or windows misting.

Condensation can cause black marks or mould on your walls or ceilings.

If you find black marks or mould in your home

You are responsible for preventing condensation in your home.

Follow these steps if you find black marks or mould in your home:

1. Wash down the surface with a mixture of 5 parts water to 1 part bleach
2. Dry the surface with a cloth
3. Repeat if necessary
4. Deal with the cause of the condensation

For example:

• make sure air can flow freely
• check that there is enough ventilation
• you may need to open more windows in your homes, especially in the kitchen or bathroom

Watch Mears’s video on how to prevent condensation and mould:

Use our advice on managing condensation and damp in your home.

When to contact Mears about damp

Call Mears on freephone 0800 393 994:

• to report damp or mould in a communal area
• for more advice if you are a tenant and the problem with mould continues

Tenants and leaseholders can take part in developing our housing repairs service by joining a Council Resident Engagement Group. 

You could help us monitor our repairs standards.

The Asset Management Group meets to discuss:

• the repairs service
• major works and maintenance programmes
• buildings health and safety issues

Residents have reviewed and agreed housing repairs and maintenance standards.

Email the Resident Engagement team if you would like to attend an Asset Management Group meeting.

Find out more about Redbridge resident engagement groups and other ways to engage with us.

When you move out, as a tenant you must:

• take all your possessions and furniture
• clear out any rubbish
• leave the property in good condition

Charges for house clearance

You will have to pay if we need to clear out your furniture, personal possessions and rubbish. This includes items in lofts and sheds.

Charges for repairs and replacements

You will have to pay for repairs or replacement items if you:

• caused the damage due to neglect or misuse
• removed the item
• had unauthorised DIY or pipework done

Some examples of repairs include:

• broken doors
• broken kitchen units
• broken toilet and hand wash basin
• damaged skirting boards
• damaged wall or ceiling plaster
• unauthorised DIY works if they are of a poor standard
• removing artex wall finishes
• removing carpet grippers
• removing 'boxing in' to pipework
• removing unauthorised pipe work such as 'strap on' washing machine valves
• removing electrical fittings

Some examples of replacements include:

• doors
• toilet seats
• sink and bath plugs
• the stair handrail
• window glazing

Contact your Housing Officer before you move out to find out what you could be charged for.

We want to provide you with a high quality housing repairs service.

Tell us if you are not happy with our service by completing the online corporate complaints form

If you do not have internet, you can complain by writing to:

The Complaints Officer
Orchard Housing Office
152 Broadmead Road
Woodford Green
IG8 0AG

Find out more about the Council’s corporate complaint process.