Routine repairs are repairs that do not pose risk to your health, safety or the security of the building.

We will generally attend to routine repairs within 28 calendar days, usually at a time that is convenient for you. Routine repairs can easily turn into emergency situations so please keep to agreed appointment dates.

When reporting a routine repair, please tell us about the people in your household who may be affected as their needs may take priority.

Examples of routine repairs include

• Minor leaks or plumbing repairs

• Partial loss of heating or hot water

• Partial loss of electricity e.g. socket not working

• Carpentry repairs to doors, floors or kitchens

• Glazing repairs

• External paving repairs

If we can’t access your home to complete a routine repair after up to three access attempts, we may contact you to let you know that we have cancelled your repair. In this instance, you will need to contact us you report your repair.

If we think a repair is necessary, we will contact you to advise you that we require access into your home.

To report a routine repair, call us on tel:0300 1113555 and select the relevant option

When you contact us on 0300 1113555 you will be given the option to report gas heating and hot water repairs to your heating contactor, Aaron Service, including any type of renewable heating types such as Air Source Heat Pumps and solar PV panels.

This excludes electric heating and hot water repairs, which you should report to Foster Property Maintenance using the same number.

Repairs that affect your health, safety or the security of the building may be classed as an emergency repair.

When you report an emergency repair we will attend within 2-4- hours and carry out repairs within 24 hours. If we cannot complete a repair, we will try to reduce the risk by making the property safe.

If your repair isn’t an emergency, we will let you know and give you the option to book a routine appointment date. If you are calling us during out of hours to report a non-emergency repair, we may also ask you to call back during normal working hours.

When reporting an emergency repair, please tell us about the people in your household who may be affected as their needs may take priority.

Examples of an emergency repair are as follows:

• Structural Hazard e.g. walls damaged by impact, roof damage, fire damage, dangerous glazing

• Insecure property

• Total loss of heating (during November – March)

• Total loss of hot water

• Total loss of electricity

• Severe leak/ flooding

• Serve blocked drains e.g. unable to use only WC or foul drainage backing up into the property
• Health and Safety Hazard e.g. scorch marks from electrics, disturbed asbestos

If your repair is an emergency, call us immediately on tel:0300 1113555.

No Power 

Before contacting us to report loss of power please check is there isn’t a power cut in the local area by calling 105, the free national power cut emergency number.

No Water 

If you have run all the taps in your property and you have no water, before contacting us, please call your water supplier to confirm there are no incidents or planned work in your area.

Gas Leak

If you smell gas, want to report a gas leak or require gas emergency services, please call the free, 24-hour National Gas Emergency Helpline on tel: 0800 111 999.

Carbon Monoxide Emergency 

If your carbon monoxide alarm sounds or you believe there to be a leak call the National Gas Emergency Service number on 0800 111 999 to report the incident.  

If you would like to make an enquiry regarding a repair you have already ordered or need to change or cancel an appointment please contact:

General repairs – Foster Property Maintenance

0330 1340150

Heating – Aaron Services

01205 319218

Email – chs@aaronservices.co.uk

Our standard approach to fencing is to provide a 900mm high chain-link fence between properties. At the rear of the property, we generally provide a 2m long x 1.8m high close boarded timber privacy panel. Generally rear boundary fencing is 1.8m high. To enhance the life of the fence we aim install concrete posts. Please note that our general approach may change to suit individual circumstances and adjoining boundary conditions.

If a boundary fencing reaches the end of its life, we reserve the right not to replace it, or to prioritise replacement at a time when funding is available.  

Appointments will be prioritised by our contractor at the time of reporting a repair.  When reporting a repair, please tell us about the people in your household who may be affected as their needs may take priority.

Before letting anyone into your home, please ensure that they show identification. Our contractors will not enter the property if an adult is not present. See our contractors code of conduct [insert file].

Typical repair timescales:

• Emergency Repairs – attend within 2-4 hours and complete or make safe within 24 hours.

• Routine Repairs – Generally complete the repair within 28 days or on a date made at the customer’s request.

• Planned Repairs/ Major Repairs – within three months or on an agreed date.

Appointments are booked either as morning (8am-1pm) or afternoon appointment (1pm – 5pm). Please let us know if you need us to work around school pick up/ drop off times.

We will aim to let you know when we are on our way, or you can request a call. If you’re not in, let us know immediately so that we can rearrange your appointment.

CHS are responsible for maintaining and repairing the structure and fixtures in your home, plus the plumbing, heating and electrical services.

You are responsible for keeping the property in good order, keeping it clean and decorating to a reasonable standard. You are also responsible for certain minor repairs.

The following table [insert document] shows what repairs we will do, and which ones you are responsible for:

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Please note we will only do repairs free of charge where these result from fair wear and tear through reasonable use of your home. Where we believe that repairs are caused by carelessness or deliberate acts, we will ask you to do the repair yourself.