Repairs service

Your local manager, is best placed to help you. Always refer to them first as they are responsible for logging new repairs and chasing/managing existing repairs in your location.

If the problem arises when your manager is not available, such as on a weekend, you can find contact details for an alternative manager on your noticeboard.

In the event of an emergency repair you can contact Appello by pushing your emergency button, pressing your wearable pendant, or by pulling your nearest emergency pull cord.

Alternatively you can call: 0333 3216450

To do this you will need to provide:

• Your name, address and daytime telephone number
• Type of repair
• Details of the issue. including the make and model of any appliance and size of any leak
• Location of the repair, for example, in which room 
• When you will be in so we can arrange an appointment.

Rented properties

For those renting with us, we carry out most of the maintenance to Housing 21's properties including:

• Fixtures and fittings
• Decorating and maintaining the communal areas
• Maintenance and repair to the exterior of the buildings.

Shared Ownership and Leaseholders

Your Service Charge includes a contribution towards the cost of repairs at your property. 

The specifics of what you are responsible for will be set out in your lease and are explained within the key information documents.

For guidance, Housing 21 is responsible for:

• All shared spaces, including utility provision, decoration and 
  ventilation
• The structure and exterior of the building including the roof, external doors and windows
• External door locks and letter plates 
• As a leaseholder, you are responsible for repairing and maintaining the interior of your home. 

This survey is integral for capturing repairs satisfaction data. This is essential in ensuring our repairs process meets the standards that residents expect from Housing 21.

The survey also includes a ‘hot alert’ system: if urgent concerns are raised by residents in their survey responses, the Research and Influence team will be notified so the right colleagues can act quickly. All responses will remain anonymous to Housing 21, unless they are flagged as requiring urgent action. 

The Repairs Survey is carried out by our trusted partner, Acuity, who many residents may already recognise from our TSM and Care surveys.

We have a data sharing agreement in place with Acuity and the survey will be conducted in accordance with GDPR laws and our privacy policies.

Each month, a sample of residents who have recently had a repair completed at their home are invited to take part in a short five minute survey, sharing their overall thoughts, as well as feedback on each stage of the process. 

Because this is a sample-based survey, not every resident will be contacted. Each month we’ll set quotas to make sure we capture views from across the organisation. Any resident who takes part will then be excluded for six months, to avoid people being over-surveyed.

We do ask that local managers let residents know that they may be contacted shortly after a repair.

Resident feedback will make a real difference in helping us gather perception data around our repairs, and enable us to be proactive in ensuring high-quality service delivery. 

Residents who are eligible for the survey will be contacted either by telephone, email or text SMS. These methods offer the following:

• Convenience and accessibility: Digital surveys allow residents to participate from anywhere with an internet connection or phone service, making them more accessible to a wider audience.

• Environmental: Digital surveys reduce environmental harm associated with printing and distributing physical questionnaires, making them a more economical and environmentally-friendly option.

• Speed and efficiency: Email, SMS and telephone surveys enable rapid data collection and analysis, allowing for quicker decision-making and follow ups to tackle any issues.

• More honest responses: Digital surveys can be more honest, as residents are less likely to provide false or misleading information when completing the survey online in comparison to paper questionnaires.

While many of our residents use smartphones and electronic devices every day, we understand that not all residents are digitally included, or confident in using online links. This is why we offer a telephone option, to be able to talk through the survey questions with residents and eliminate the need for a Wi-Fi connection, or confidence using digital devices.

We understand that lots of work goes into supporting residents with understanding the dangers of scam emails, phone calls and texts. 

Because of this, we want to provide managers with the information they need in the event that they may be asked to verify to residents that the survey invitations are legitimate.

Telephone: Calls from Acuity will come from a number ending in ‘3939’.

SMS: Text messages will appear as the following, sent by ‘Housing 21’

Email: These survey invites will be titled: ‘Repairs Survey - Housing 21’ and will be sent from: acuityresearch@euro.confirmit.com

An example of the text is below:

Please contact our Research Team