Publications

• Board Reports
• Newsletters
• Annual Reports
• Advice Publications
• Estate Newsletters
• Service Standards
  • About your Tenancy Standard
  • Aids and Adaptations Standard
  • Antisocial Behaviour Standard
  • Clean Estates Standard
  • Complaints Standard
  • Customer Care Standard
  • Diversity Standard
  • Garages and Parking Standard
  • Involving and Consulting You Standard
  • Leaseholder Services Standard
  • Modernising Your Home Standard
  • Paying Your Rent
  • Repairs Standard
  • Supporting Vulnerable Tenants
  • Your New Home Standard
• Leaseholders Handbook
• Policy and Strategy
• Business Plan

Repairs Standard

We will carry out:

• Emergency repairs within 24 hours. Our priority will be to make a situation safe and secure. Once we have done this we may order a full repair on a less urgent timescale
• Urgent repairs within three working days when there is serious inconvenience, but no immediate health and safety risk
• Routine works within 20 working days. This is for work where the problem does not cause immediate inconvenience or danger
• Annual gas safety checks on all gas appliances supplied by Ascham Homes. We will arrange an appointment with you beforehand

We will:

• Provide a 24/7 emergency telephone repairs service – 020 8496 4197
• Ensure you can report repairs by telephone through Ascham Direct on 020 8496 4197,via our website, email, letter or in person at the reception
• Give you the job number and the contractors’ name and telephone number
• Keep you informed of what actions we are taking and decide on what action (if any) is to be taken within 15 days
• Give you the choice of appointments on routine repairs: early morning (8am – 9am), morning (9am – 12.30pm), afternoon (1pm - 3.30pm) or late afternoon (3.30pm – 4.30pm)
• Confirm the appointment date and time by letter. You will receive a text the day before to confirm the appointment
• Pay you compensation if a repairs partner fails to keep an appointment
• Keep you informed about progress on any repairs to your home that are placed on a future programme of work
• Ask you for feedback about the repairs service
• Keep tenant representatives informed about repairs to communal areas.

When visiting your home, we and our partnering contractors will:

• Keep to booked appointment times and give as much notice as possible if an appointment has to be rearranged
• Carry a photographic identity card with a contact telephone number for confirmation
• Carry language and Braille ‘flash’ cards to help customers who do not speak English
• Wait outside while you check with Ascham Direct if you are not sure of our identity
• Wear clothing suitable to work being carried out and arrive in a clearly marked vehicle
• Behave in a polite and professional way at all times
• Cause as little disruption and mess in your home as possible
• Take care of your belongings and protect them from dust and debris
• Clear any building material from inside your home at the end of each working day
• Remove any building material in the garden or outside the property within 24 hours