Reporting Repairs
Please DO NOT use the Report a Repair form for Emergency repairs.
TELEPHONE the 24 hour Repairs Line on 0121 322 7373 More
Standards & Policies
Tenants right to repair
Under the right to repair scheme you have the right to have certain emergency and urgent repairs completed within set time limit. These are repairs, which, if not carried out on time, could affect your health and safety and are called qualifying repairs. If the contractor fails to attend to a qualifying repair on time you have the right to request another approved maintenance contractor to do the work. If the second contractor also fails to attend you may be entitled to compensation. Please contact the maintenance department if you think you may be entitled to compensation.
Damage neglect or misuse of your home
You must not damage, neglect or misuse your home or any of the fixtures and fittings. Any loss or damage caused by deliberate action, accident, neglect or misuse will be your responsibility. Mercian may give you written notice to repair any damage within a reasonable time. If you fail to complete this work, we may enter your home, carry out the repair and re-charge the cost to you. Action may be taken to repossess your home if you cause any such damage.
Access arrangements
When you report a routine repair you may be given an appointment by one of our Customer Advisors. The Property Services Team have introduced this service for small plumbing, carpentry and electrical works to make the service more efficient. Please ensure that access is made available on agreed days as required to carry out your repairs.
When Mercian visits to inspect or carry out a repair and you are not in, a calling card is left asking you to arrange another appointment. If you do not reply within three days, your repair request may be cancelled and you will need to report the repair again. If emergency work is needed we may use our right of access to gain entry into your home.
Approved contractors list
The association carries out financial checks and obtains two references for all contractors. Contractors must sign our code of conduct and have public liability Insurance cover.
Service contracts
Mercian carries out servicing of lifts, gas appliances, burglar alarms, door entry systems, warden calls, fire alarms, emergency lighting and fire extinguishers.
Mercian has 5 year partnering contracts with Sureway Gas and Delaware Communications PLC to carry out these services.
Are you a Mercian resident? Why not tell us your views by answering our Question of the Month.
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