Repairs and Maintenance

How to report a repair

Alternately, you can contact us at the address shown or you can go into any area Housing Office and speak to the receptionist.

If you telephone us your call should be answered within 7 rings by someone who should identify themselves as being from Housing Repairs and give you their name. If you need to report your problem in a language other than English they will arrange for a translator to be available. This may mean that they will need to telephone you later.

This service is also available if you choose to report the problem at one of the Housing offices.

What happens next?

A repairs officer will:

Take details of your problem, please try to give as much detail as possible so that we do not need to visit your home more than once
Confirm whether we are responsible or not; if not we will suggest some alternatives to you
Give you a reference for future contact if that's necessary
Arrange an appointment for the works to be completed
Arrange the repair for you

It is important that you keep the appointment or the job could be cancelled. If you cannot be there then please let us know and we will arrange a more suitable time.

The repair visit

When any of our staff call at your house they will be carrying an identification card; please ask to see this and make sure that you are letting a genuine council contractor into your home. If you have any doubts or concerns about them you should not allow them in and should telephone us immediately.

Our workers should be polite and are required to clean up after themselves as part of their normal routine. Wherever possible we will have made an appointment to come to your home and we will try to complete the work in just one visit; if this is not possible the tradesman will explain why and arrange another time to complete the repair.

When the works are complete they should show you what they have done and demonstrate the use of anything that may be unfamiliar to you.

Please complete and return the questionnaire at the end; your opinions are important to us and we want to hear them whether good or bad.

What if I'm not happy with the repair?

We try hard to make sure that all jobs are done on time and to your satisfaction but we know that sometimes things go wrong.

If you have any cause to complain about the way your request has been handled or the works or even the people involved please let us know.

Contact the Call Centre by one of the methods shown previously and they will put you through to someone who can help you.

Contact

Enterprise|

Pondfield House

100 Wantz Road

Dagenham

RM10 8PP

Tel: 020 8592 7388

Fax: 020 8984 4001

Textphone: 020 8984 4117

Email: thames.repairs@enterprise.plc.uk|