Repairs

New repairs manual

We now have a new repairs manual for our tenants. The repairs manual is a significant development in the improvement of our repairs service. It has been written in a user friendly format and has been designed in partnership with tenants.

The repairs manual explains your repair responsibilities as a tenant and ours as your managing agent (landlord).

The repairs manual is designed to help you when reporting a repair. It looks at the different types of repair and gives important hints on what you need to know when reporting a repair. There are also a number of illustrations, which will help you describe faults to us. When you report a repair, we will ask that you refer to your manual to describe the problem. This way, it will help us do the work "right first time".

The repairs manual also contains important information on home safety and top tips to save heat and reduce condensation. For repairs that are your responsibility we have included instructions to help you resolve the common problems around your home.

Report a repair

You can report repairs to the Lambeth London Living Call Centre on 0800 088 0088. A 24 hour emergency repairs line is also available on 020 7926 6666. Before contacting us you should be aware of the repairs that you are responsible for.

You can write to us, phone us or visit one of our offices. We will give you a repairs order number which you will need if you would like to track the progress of your repair.

We will offer you a morning, afternoon or evening appointment. If you are elderly, vulnerable or disabled or need extra help when someone comes to fix your repair, please let us know when you report your repair. We will pass the information to our contractors and they will be able to assist.

If you want to report a repair to aids or adaptations, please let us know because specialist contractors have to do these repairs.

If you need to change your appointment

Please call us on 0800 088 0088 giving at least three days' notice if possible and quoting your repairs order number.

Communal repairs

Communal repairs are repairs to shared parts of a building or estate rather than to an individual home. Examples include repairs to lifts, external lights or shared front doors.

Reporting a lift breakdown or someone trapped in a lift

Contact the Lambeth London Living Call Centre on 020 7926 6000. Outside normal office hours (including weekends and public holidays). You can also contact our emergency out-of-hours repairs service.

Identifying our workers

All our workers and contractors carry identification cards which show their photograph. You can ask to see the card at any time.

If someone who says that they work for us calls on you without an appointment, never let them in without seeing their card.

If you are suspicious

Do not let them into your home. Get in touch with your housing officer. All our repair contractors must follow our code of conduct. You have the right to insist that any contractor who works for us follows this code when they visit your home.

Contractors' working hours

Our contractors work Monday to Friday, 8am to 5pm (except bank holidays). The first day of the repair response times for priorities 2, 3, 4 and 5 is the first working day after you report the repair.

If you are out when contractors call

If our contractors call to do a repair when you are out, they will leave a card. Contact the contractor whose details will be on the card to reschedule the appointment.

We will cancel the job if you are out on the rearranged date. If you need to change an appointment, you must give at least three days' notice by contacting the Lambeth London Living Call Centre on 0800 088 0088.

Repair satisfaction

To ensure we are proving the best possible service to you, we may telephone you after the repair is completed.

The feedback you provide will be used to monitor the quality of our service and ensure that we continuously improve the service we provide you.

Reporting poor quality work

We want to make sure that you get value for money from your repairs service. If you are not satisfied with a repair, please contact the Lambeth London Living Call Centre to arrange for a qualified member of staff to inspect the repair.

If they feel it has not been done properly, they can order the contractor to do the repair again.

 

(updated 28/12/2023)