Repairs

You will need the following information when reporting a repair:

Your name
Your address
Details of the repair (the problem and where it is in your home)
Your telephone number and or email
The more information you can give us about the repair required the more you help us get the repair work right first time.

When you report your repair we will give you details of the order number and providing the repair in not urgent we will if you want, agree with you a convenient time for our workforce to call.

As we are undertaking a major programme of modernisation and repair we may not do all non urgent repairs reported to us. For example if you have a non urgent repair to your windows and we are due to replace your windows in the next few months then it would not be good use of money to repair something that is going to be replaced in a short period of time. If this applies to your home we will tell you when you report your repair.

We will always do repairs which are causing damage to your home such as water penetration or repairs that are essential to maintain your security and comfort.

For some repairs, we need to have access to your home to check what work needs doing. When you report a repair, we will let you know if an appointment is needed

RVH is committed to making access to its services as simple as possible. In view of this there are a number of ways for tenants and leaseholders to report repairs; 

- at a local office - Unit 2 King Lane Clitheroe BB7 2AA
- by fax             - 01200 428753
- by telephone - freephone number- 0800 111 4448
- by email -info@ribblevalleyhomes.org.uk
- by letter addressed to - Unit 2 King Lane Clitheroe BB7 2AA
- by a Tenants Association representative with the agreement of the tenant/leaseholder
- Reporting to the Scheme Co-ordinator

A dedicated repairs reporting phone number will put tenants straight through to skilled operatives who will take all details of the repair and make appropriate arrangements to have the repair fixed. Repairs will be categorised as either emergency, urgent or routine. Tenants will be advised of the priority and advised of the timescale for dealing with the repair. 

An out of hour’s service will be provided every day of the year for Emergency repairs only. This means that unless the repair creates a danger to life or may cause serious damage to property or possessions it may not be dealt with until the next working day. The “Out of Hour Service” will operate:

Monday to Friday - between 4.30 5.00 pm and 8.30am
Weekends - between 4.30 5.00 pm Friday and 8.30am Monday

The out of hour service will also operate on Public Holidays
Please ring the freephone number-0800 111 4448 out of hours.

All repairs are prioritised as either Emergency, Urgent or Routine Day-to-Day repairs.

Emergency Repairs –These include repairs affecting the safety or basic security of the property or potentially affecting the health of the household or visitors. (Examples include gas leaks, uncontrollable water leaks and serious electrical faults.) RVH will complete emergency repairs within 24 8 hours.

Urgent Repairs - These are repairs which are not classed as an emergency but which could result in the loss of a basic facility, or where further damage will be caused if the problem is not dealt with urgently. (Examples might include a minor leak to the roof, or partial loss of heating.) RVH will aim to complete all urgent repairs within 3 working days.

Routine Day–to-Day Repairs - These are repairs which can wait without causing major inconvenience to the tenant and might include a leaking gutter or damaged kitchen unit. RVH will aim to complete all routine repairs within 10 working days.

Whilst these timescales will be stringently monitored; where parts or specialist engineers/services are required these repairs may take longer than the published timescales. Tenants will be kept informed of any potential delays with a repair and where applicable temporary measures will be put in place. (For example temporary heating will be provided in the winter months whilst waiting for a part to a central heating system.)