Housing 21 repairs service and resident responsibilities

Need a repair?

Silicone being applied to a window frame

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.

If damage has occurred because of misuse or neglect by either yourself, your pet or your visitors, in which case those responsible would be required to fund the repair separately.

Maintenance contractors used by Housing 21 are expected to follow a code of conduct which includes health and safety standards and acceptable behaviour. The full code is available from your local manager.

They should:
• Contact your local manager upon arrival
• Keep appointments and be punctual
• Never smoke on site
• Introduce themselves and show identification
• Be polite, presentable, friendly and professional
• Be patient
• Be aware of your cultural needs
• Respect your home
• Leave everything safe, clean and tidy

If you are unhappy with the conduct of your contractor or the quality of their work, please inform your manager. You can also feedback about the quality of any repairs in our National Residents’ survey or Repairs survey. 

Occasionally it may be necessary to undertake major building repairs, such as a roof renewal or a full refurbishment of the scheme. We will ensure you are fully consulted before we do any work and invite your comments regarding specification and choice of contractor. For most major works, we will invite the contractor to the scheme in advance to talk about the work involved, how it may affect you and how any disruption will be managed.