Repairs to your home
Enfield Homes will do its best to meet the following standards:-
Enfield Homes will order your repair on the day you report it to us unless it needs an inspection. If you report a non-emergency repair outside normal working hours, Enfield Homes will order it on the next working day.
If an inspection is needed, Enfield Homes will give the task to an inspector on the day it is reported. He or she will complete the inspection within 10 working days. Enfield Homes will then raise a works order if necessary. The inspector will leave you a form to explain the work that is needed. Once the work is ordered, Enfield Homes contractors will act as follows:
High-Risk Emergency
attend within 4 hours; maximum wait 4 hours.
Example: water leaking into electrics.
Medium-risk urgent
attend within 1 working day; maximum wait 3 nights. May be referred to out-of-hours make-safe service over a weekend.
Example: toilet blocked or leaking.
Low-risk
attend within 3 working days; maximum wait 5 nights.
Example: blocked sink, bath or basin.
Little-risk
attend within 7 working days; maximum wait 10 nights.
Example: leaking roof.
No-risk, minimal inconvenience, routine
attend within 15 working days; maximum wait 21 nights.
Example: chimney reappointing .
Planned maintenance
attend within 60 working days.
Example: fencing.
Cyclical maintenance
attend within 120 working days.
Example: gutter clearance.
If your repair is covered by the government’s Right to Repair Regulations, Enfield Homes will inform you of this when you report the repair.
* Enfield Homes will provide a 24-hour, 365-days-a-year emergency service. if you report an emergency outside normal working hours, the Enfield Homes contractor will only carry out ‘make safe’ work that is required to deal with the immediate problem. If follow-up repairs are needed, Enfield Homes will order these on the next working day.
* If Enfield Homes contractors need access to your home, they will contact you with an appointment for all non-emergency repairs as soon as they receive the work order from Enfield Homes.
* Enfield Homes inspect at least 10 per cent of completed repairs and carry out regular telephone surveys of tenants who have received a recent repair to monitor the quality of our service.
* Enfield Homes will inspect all gas appliances each year and will give you a copy of the gas safety certificate.
* Enfield Homes will send you an acknowledgement slip for all repairs that are ordered to your home. The slip will provide the name and telephone number of the Enfield Homes contractor who will be doing the job in case you need to contact them.
* Enfield Homes contractors will always carry identification cards and will leave your home clean and tidy when they have finished the repairs. (You should always ask to see identification before allowing anyone into your home.)
Communal Repairs
Enfield Homes are responsible for the repair and maintenance to the structure, exterior and common parts of the building in which you live. Enfield Homes will therefore repair and maintain the foundations, roofs, external doors and window frames, chimneystacks, structural walls, external decorations, and communal facilities to your block or estate.
Enfield Homes deals with repairs to communal areas within council accommodation such as communal lighting in a block of flats, or the communal drainpipes to a block of garages.
If you notice a repair is needed, please report it to us as soon as possible on 0800 40 80 160
Decoration Allowances and Disturbance payments
A new or existing tenant may be eligible for a decoration or disturbance allowance where the council need to carry out major repairs or redecoration work to a property whilst the tenant is still living there.
If you are a tenant living in a Council property and Enfield Homes are carrying out major works or improvements to your home that cannot be done whilst you are living there they will move you out temporarily whilst the works are in progress. If this occurs Enfield Homes will reimburse you for reasonable costs for such things as removal expenses, telephone reconnection, cooker reconnection etc.
If the works carried out to your home causes damage to your decorations Enfield Homes will give you a decoration allowance, if you are elderly or disabled and are unable to do the decorations yourself Enfield Homes contractors will decorate for you.
If you are a new tenant you will be advised when signing your tenancy agreement if the decorations within your new home fall below Enfield Homes accepted standard and they will agree a decoration allowance with you. This will enable you to carry out the redecoration to your own taste.
Call us on 0800 40 80 160 if you require further information.
How to report a repair
1. By telephoning the repairs4you center
on FREEPHONE 0800 40 80 160
(Mon–Fri, 8.30am–5pm).
2. By using your text phone on
FREEPHONE 18001 0800 40 80 160
(Mon–Fri, 8.30am–5pm).
3. Using your Internet repairs reporting
service (www.enfieldhomes.org).
4. By email on:
This e-mail address is being protected from spambots. You need JavaScript enabled to view it
5. By writing to the repairs4you centre at
the following address:
FREEPOST
ENFIELD HOMES
repairs4you centre
(You don’t need a stamp.)
6. In person by visiting the Housing Office
at the addresses shown below.
We will provide a direct-line phone for you to order your repair
(Mon–Fri, 8.30am–5pm).
repairs4you centre
9 Centre Way
Claverings Industrial Estate
Edmonton
N9 0AP
Housing Office
The Edmonton Centre
36-44 South Mall
Edmonton
N9 0TN