Repairs at Loughborough

Loughborough EMB staff aim to provide you with the best possible repairs service to your home.

How to report a repair

By telephone, you can speak to one of our customer service officers to report a repair on 020 7926 8800
In writing, you can write to us at:

Loughborough EMB
10 Featley Road
London
SW9 7LJ

In person, you can visit us in person at the estate housing office
You can report a repair via email at loughborough@lambeth.gov.uk

What happens when you report a repair?

When you are reporting a repair we promise to:

Let you know whether the repair is covered by the Tenancy Agreement or rechargeable to you
Let you know whether a repairs order will be raised immediately or if an inspection is required
Offer you an appointment and give you a job reference receipt for your records
Change any appointment for you as long as you give us at least two full working days notice
Keep all appointments, in some cases we may need to change your appointment and we will give notice to this happening
Keep you informed of any changes or delays to your repair
To always be polite, helpful and treat you and your home with respect. Clearing up any mess that was made by the operative
Ask you to complete a Satisfactory form (this may be over the telephone) to ensure you are pleased with the repair and service provided by us
Give you £10 in compensation if the appointment is missed

Repairs we are responsible for, repairs to the structure of your home

We will repair the structure in your home, this includes:

Roofs, drains, gutters and pipes outside your home
Foundations, outside walls, outside doors, window sills, window catches and cords, putty and window frames (including outside painting and decoration if it is needed)
Walls, skirting boards, external doors and door frames, hinges, locks (except when you loose keys), door post, thresholds, floors and ceilings inside your home (but not painting and decoration)
Chimneys and chimney stacks (but not sweeping chimneys)
Pathways, steps and other ways of getting to your home, boundary fences and walls where we have a legal duty to repair
Rendering where water damage may result and plasterwork where there is a risk to health and safety
Garages and sheds (but not those put up by you)

We will not repair any of the things above if the damage is your fault, unless you pay us to do the repair. We are also responsible for any other repair work if there could be a threat to health and safety. We will only carry out statutory repairs if we have a possession order against you.

Repairs to installations

We will also repair and keep in good working order any installation for supplying water (including hot water), gas, electricity, toilet facilities or heating, unless these are your responsibility. If we cannot repair these things we may replace the installation. These include:

Water tanks and pipes, gas pipes and electrical wiring
Sockets and light fittings
Water heaters, boilers, fireplaces, fitted fires (where they are the only form of heating), heaters and radiators
Basins, sinks, baths, toilets, flushing systems and waste pipes

If we installed a gas appliance in your home to provide space, water or heating our gas servicing and maintenance contractor will service it every year.

Repairs you are responsible for

When you sign up for a property, tell your housing officer about any repairs that need doing or fixtures that are missing. Your housing officer will make sure that they are put right.

When you are living in the property you must repair or replace:

Door latches and door fittings inside your home, locks if you have lost the keys, cupboards, cupboard handles and hinges
Letter boxes, milk boxes and airing racks
Sink plugs and chains, toilet chains, toilet seats and tap washers
Small faults and cracks in the plaster
Damaged wall and floor tiles
Gas fire heating elements, fire grates, hearth and fireplace tiles
Electric plugs and fuses to plugs (but not socket outlets), fuses and pull cords to light fittings, fluorescent tubes and starters
Cylinder jackets
Glass inside your home
Rubbish bags, rubbish bag holders and dustbins
Wallpaper or paintwork inside your home
Blocked sinks or drains caused by misuse

You are also responsible for repairing or replacing any installation if:

The damage is your fault (including accidental damage)
We did not give you permission in writing for the installation to be fitted
We gave you permission, but told you that it was not our responsibility to repair or replace the installation.

We will charge you if we replace entry phone keys or controls after you lose yours.

Decorating

You are responsible for decorating the inside of your home. If we have caused the damage as a result of other work we have done, we will either offer to redecorate your home or pay you a decorating allowance.

If you are over 70 or disabled and there is no other member of your family or household who can help, we will decorate a number of rooms in your home under a planned programme.

Right to repair

Under the Right to Repair Regulations (1994) some repairs are known as qualifying repairs and must be done within a time scale set by the Government.

Repair priorities and priority codes

We give every repair a priority code. This tells you the longest time it should take us to do the repair. We have made sure that our repair priorities for qualifying repairs match the timescale set out in the Right to Repair regulations.

Priority 1

We must do these repairs within 24 hours or by emergency call out. The jobs in this priority include the following:

Stopping water flowing back into your sink, basin, toilet pan or bath
Boarding up an empty property
Boarding up or fitting plastic film to broken glass in entrance door, ground floor windows and balcony level windows
Repairing very heavy leaks through the roof
This will be a temporary repair using tarpaulin. (Please note that due to reasons of health and safety this will not be carried out in wet or windy conditions or in the dark).
Repairing or replacing a broken, unusable, blocked toilet pan, if it is the only toilet in the property (but not mending a broken cistern)
Repairing a total loss of electrical power. (RTR)

Priority 2

These repairs must be completed within two working days after the repair is reported.

Priority 3

These repairs must be completed within five working days after the repair is reported.

Priority 4

These repairs must be completed within 30 working days after the repair is reported.

Priority 5

These repairs must be completed within 90 working days after the repair is reported.

Please not that you have a blocked kitchen sink, bath, wash hand basin or toilet you will be charged £30 for a plumber to carry out the works. If we find that it is not your fault we will refund your money back. OAPs or disabled tenants will not be charged for any blockage.