Mercian aims to provide an excellent service to all our residents and ensure that you live in a quality home. Below is an overview on what repair services we provide and how long it will take to come and do the necessary work.
Our target times for completing repairs are as follows:-
Emergency repairs – target within four hours
These are repairs necessary to avoid danger to occupants or serious damage to the property and include:
- Water leaking from pipes and tanks
- Total loss of electricity
- Total loss of water supply
We aim to complete 100% of these jobs within the target time
Emergency repairs – target within 24 hours
These are small, urgent repairs necessary to prevent further or potential damage to the property, or follow up repairs after an emergency, including:
- Leaking roof or radiator
- Blocked or leaking drain or toilet
- Total loss of heating supply in the winter
We aim to complete 100% of these jobs within target time
Urgent repairs – target within 5 working days
These are works affecting the health & safety and environmental living conditions of residents that cannot wait more than one week, including:
- Toilet cistern not working where more than one toilet is fitted
- Repairs to heating system in the summer
We aim to complete 96% of these jobs within target time
Routine repairs – target within 21 days
These are non-urgent repairs to the property, including:
- Faulty extractor fan in bathroom/kitchen
- Loose toilet seat
- Defective wall/ceiling plaster
- Dripping tap
- Broken fencing
We aim to complete 95% of these jobs within target time
Planned/cyclical repairs – will be completed within 13 weeks
This is programmed work to maintain or improve the general condition of the property, including:
- Re-roofing
- Kitchen and window replacements
- Communal carpet replacements
We aim to complete 95% of these jobs within target time
Residents are responsible for keeping the property clean and in good decorative order as well as maintaining your gardens. Residents are also responsible for the following repairs:-
- Replacing keys and/or locks when keys are lost
- Pest control, ants, mice, rats, wasps and bees etc
- Replacing light bulbs, fuses and starters to fluorescent lights
- Oiling hinges
- Washing lines to houses
- Adjusting doors when new carpets are fitted
- Replacing batteries in smoke and burglar alarms, doorbells and testing
- Resetting electrical trip switches
- Relighting boiler pilot lights and bleeding radiators
- Fixing curtain batons
- Putting right any wilfil damage
- Minor plaster cracks (less than 5mm wide)
- Connecting domestic appliances
- Cleaning drains and removing minor blockages to sanitary appliances
- Maintenance of any equipment you install
- Toilet seat replacement and plugs and chains
- Reglazing windows, except where there has been criminal damage
If you have any queries regarding our repairs service or you need to report a repair please contact our Repairs Desk on 0121 322 7373 who will be happy to help. We also always welcome your comments on how we perform.
Leaseholders, owner occupiers and shared owners are responsible for their own repairs.
Are you a Mercian resident? Why not tell us your views by answering our Question of the Month.
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