When a repair is reported it is categorised as either emergency, urgent or routine and this effects the speed with which it is dealt with. We have tight targets which we have to meet when dealing with repairs, which are

Emergency repairs
These are defects affecting your safety, security or health. Repairs should be completed or made safe within 24 hours. For example:

• Total loss of electrical power
• Gas leaks
• Total loss of heating
• Dangerous structural faults
• Blocked drains

Urgent Repairs
These include defects causing loss of an essential facility to you, or likely to cause more damage to the structure, fabric, fittings, fixtures or services of your home. Repairs should be completed within 2 days. For example:

• Partial loss of heating
• Roof leak
• Faulty toilet flush
• Loss of water supply

Routine or Non-Urgent Repairs
These include defects which can be dealt with later without serious inconvenience. Repairs should be completed within 15 working days from the date that the order is placed with the Contractor. For example:

• Minor plumbing repairs
• Repairs to fittings - kitchen fittings, cupboards etc
• Plaster defects, such as walls, ceilings
• Joinery repairs - doors, window frames, floors etc

We also carry out programmed maintenance work to ensure that your home is kept in a good state of repair, which includes replacing windows with double glazing, installing new kitchens and replacing central heating systems. We are responsible for painting the outside of your home, and any communal hallways, staircases, landings, and common rooms. Painting will normally be part of a planned programme over a period of about 5 years. You can find out about when your home is programmed for maintenance in the Cyclical Maintenance section.
Your Responsibilities

Pierhead is not responsible for undertaking all repairs on your home. You are responsible for repairs relating to the following:

• Anything that belongs to you
• Replacing light bulbs, fuses, tap washers
• Reglazing broken windows
• Replacing the batteries (as required, usually once a year) where the Association has provided and fitted battery operated smoke detectors
• Any damage caused by you, your family, or your visitors

We are not responsible for the cost of repairing items damaged or neglected by you or other people in your home. If the Association has to do repairs because of damage or neglect, we will charge you for their cost.

You are responsible for decorating the inside of your home to a reasonable standard. If you cannot do this because you are ill or disabled, and you have no relatives who can help, please contact your Housing Officer for advice.