Repairs to your home - Our Repairs Policy

Keeping your home well maintained, warm and safe

Inside and out, you should be happy with your Calico home. It should be well maintained and provide warm and safe accommodation for you and your family.

It's easy to report a repair:

Repair Types

To ensure our customers get the best service, we prioritise repairs as follows:

Emergencies – Where there is a potential danger to health, a potential risk to you, or a danger of serious damage to the building, we will respond within 24 hours.  Our priority will be to make the situation safe and secure. Following that, we will make arrangements to complete the repair as normal.
Examples - no power/water/toilets, or broken doors/windows where there is a security risk

Urgent – When the problem doesn’t pose a health hazard, but does cause you a major inconvenience, or is likely to lead to further deterioration of the building, we will complete repairs within five calendar days. Examples - partial power/water, sink/bath blockages, or broken windows

Routine* – Where the problem causes you limited inconvenience, without serious discomfort, we will carry out a routine repair within 21 calendar days - unless the repair is major, or is part of a long-term programme of planned works.
Examples - repairs to plaster/internal joinery, replacement of faulty but working equipment (i.e. taps)

*Some repairs such as fencing, guttering, footpaths and painting may be grouped together into a planned maintenance programme. The same applies for any major structural works such as roofing or building works.

Appointments – For Urgent and Routine repairs we will arrange an appointment with you, unless access to your home is not necessary to complete the work.  Appointments are normally in the morning or afternoon, but if you are having problems we will see what other arrangements we can make.

To see how well this service is currently performing - CLICK HERE.

Your responsibilities

As a tenant of Calico Housing, it's as much your responsibility for looking after your home as it is ours.  We will make sure all our properties are kept in good repair, including the structure and outside of your property.  However, we rely on you to let us know about repairs as soon as possible so that we can keep your home in a good condition.

The following table gives an idea which parts of your home we will maintain, and which are your responsibility:

You are also responsible for the repair or replacement of anything you have installed or fitted, and the internal decoration of your home - even if affected by improvement or repair work we carry out (however we may offer a disturbance allowance towards the cost).

Damp or condensation?  Find out more by clicking HERE.

Please take good care of your home

Your rent only covers you for repairs due to normal "wear-and-tear".  If you damage your home through neglect, misuse, or failure to report damage, you are liable to be charged for these repairs. 
(CLICK HERE for more information on repairs we may charge for.)

Always check their identification (ID)

All our staff, including those who do repairs, carry ID cards. If you have any doubts please double-check someone’s identity by contacting our Head Office on 0800 169 2407.

Your “Right to Repair”

Calico operates a Right to Repair Scheme, which allows tenants and leaseholders to arrange for small jobs, up to the value of £250, to be carried out by an external contractor where we have failed to meet our repairs obligation.  You can only do this if it’s likely to affect your health, safety or security; in cases where we have not met an appointment on two occasions and you have given us advance notice.

Calico operates a Right to Repair Scheme, which allows tenants and leaseholders to arrange for small jobs, up to the value of £250, to be carried out by an external contractor where we have failed to meet our repairs obligation.  You can only do this if it’s likely to affect your health, safety or security; in cases where we have not met an appointment on two occasions and you have given us advance notice.

In certain circumstances you may be eligible for compensation.  Full details of this can be found within our Contacts and Compensation Procedure HERE.

Our Service Standards

We aim to:
* provide a prompt, efficient and economic 24-hour repairs service
* complete all repairs within a single visit, where applicable
* achieve high standards of customer care and consistently high levels of customer satisfaction
* ensure vulnerable customers receive a service which is appropriately tailored to their needs
* ensure that all Calico homes are maintained to a high standard and that our customers live in safety, comfort and warmth

When carrying out a repair job, our Repairs Team aim to:
* ensure repairs are completed within the appropriate timescales
* contact the customer before the appointment, where possible, to inform them they are on their way
* always keep to the appointment time, otherwise, contact the Call Centre to rearrange a suitable alternative time with the customer. The Repairs Team will give as much notice as possible should they need to cancel as appointment.
* always wear their name badge/ID card
* be smart, clean and presentable, with the correct uniform
* always let the customer know who they are there, introduce themselves and explain the reason for their visit
* carry out the work to a high standard, respecting the customer’s property and contents at all times
* give full attention to the customer and be professional at all times
* arrange another appointment with the Call Centre, if they are unable to complete the work, and clearly and simply explain to the customer what will happen next
* leave the work area clean and tidy
* ask the customer if they need any

Word Document Calico's Repairs Policy (DOC, 281 KB)

PDF File Our Repairs Leaflet (PDF, 1127 KB)

PDF File Our Chargeable Repairs Policy (PDF, 74 KB)

Repairs/investment