Repairs at Roupell Park

Roupell Park RMC staff aim to provide you with the best possible repairs service to your home and communal areas. The repairs service forms part of your tenancy agreement or lease agreement and this charter contains clear information regarding the level of service you
can expect from us.

How to report a repair

By telephone 020 7926 0219 / 0217
In writing. You can write to us at:
Roupell Park RMC
Community Office
Brockham Drive
London
SW2 3RY
In person. You can visit us in person at the estate housing office
By text message. You can report all non-urgent repairs 24-hours a day via text message to 07903 824 072. Please remember to include your contact details.
Online

What happens when I report a repair?

When you report 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 number for your records.
Confirm all appointments in writing unless you have specified an alternative contact method. Appointments are available in one-hour slots between 8am and 5pm every Wednesday. Late night and Saturday appointments are by agreed apointment only.
Change any appointment for you as long you give us at least two full working days' notice.
Keep all appointments. In some cases we may need to change your appointment, and will, with the exception of an emergency, give you at least one full working day notice.
Carry out repairs monitoring surveys after each repair has been completed to ensure satisfaction.
Ask you to complete a satisfactory form (this may be over the telephone) to ensure you are happy with the work. We will investigate all cases where you tell us that the service is not to the expected standard.
Keep you informed of any changes or delays to the repair to be carried out.
To always be polite, helpful and treat you and your home with respect. We will clean up after the work has been completed.
Give you a £10.00 gift voucher as compensation if an appointment is missed or a repair is completed late. For a late emergency repair, we will give you up to £50.00.

Repairs you are responsible for

Door latches and fittings in your home
Cupboards and cupboard handles and hinges
Letter and milk boxes
Sink plugs and chains, toilet chains, toilet seats and tap washers
Small faults and cracks in plaster
Minor damaged floor tiles, where they are the fault of the resident
Hot water cylinder jackets
Any internal doors or glass
Wallpaper and paint inside your home
Blocked sinks and drains caused by misuse

Recharges

You will be recharged for the following repairs:

Forcing entry in to your home after you have lost your keys
Any repair which is your responsibility (as above)

Please let us know when someone can be at home to let us in. You should also check identification before allowing anyone into your home. All our staff carry identification.

A copy of the RMC's recharge policy for repairs is available on request.