Housing Repairs
Repairs to Harlow Council properties are
carried out by our partner Kier Harlow.
You can report a repair
by:
- Phoning Kier Harlow repairs call centre during the day (8am to
5pm Monday to Friday): 01279 446666.
- Calling in at Contact Harlow, where a free phone service is
available.
- Email: harlowrepairs@kierharlow.co.uk
- By writing to Kier Harlow, Repairs Centre, Mead Park depot,
River Way, Harlow, CM20 2SE.
Emergency repairs
The out of hours service (between 4pm and 8am
Monday to Friday and all day Saturday and Sunday) is for
emergency repairs only and can be contacted on 01279
446666. Emergency repairs are defined as faults
which could not have been foreseen and could cause serious damage
to the fabric of the property or danger to health or
life.
IMPORTANT: You will be charged for the
cost of the work, plus an administrative fee, if you misuse the out
of hours service for repairs that are not urgent.
When reporting a repair, it will be quicker if
you are able to give a clear description of the problem. Kier
Harlow will use their own workforce or external contractors to
carry out repair work. The external contractors will work to
the same standards as Kier Harlow. All trades' staff will
carry identification cards.
How we classify repairs:
RESPONSIVE
Day to day repairs in your home that affect
your health, safety and comfort. For example water leaks, but not
damp and/or mould issues.
There is a statutory right for secure tenants
to have some urgent minor repairs costing up to £250 to be
completed within a set period of time. Each request for a
repair will be given a priority on its urgency. The response
times are:
- Emergency: within 24 hours
- Urgent: within 5 days
- Standard or non-urgent: within 20 working days
- Planned: generally the following year.
If you phone to report a repair, it will be
explained how quickly your repair can be dealt with and you will be
offered an appointment whilst you are on the phone. If you
are out when the operative calls, a card will be left asking you to
contact Kier Harlow to arrange access. If you do not contact
Kier Harlow within one week, or fail to keep the second
appointment, you repair will be cancelled.
The repair may need to be inspected before an
order for work can be issued. If so, a visit to check the
work within 10 working days from the date of contact will be
carried out.
PLANNED
Work that is not urgent and can be carried out
over time, for example roof renewals.
Damp and/or mould
This is planned works and is carried out on a
priority basis following investigations by Kier Harlow.
CYCLICAL
Work that is not urgent but needs to be
carried out regularly for health and safety reasons, for example
electrical tests and gas servicing.
We are responsible for:
Making sure the property’s structure,
exterior, fixtures and fittings are safe, weatherproof and fit for
human habitation. This includes maintenance of the
following:
- Drains, gutters and outside pipework
- Electric fittings and wiring (but not fuses or appliances)
- Fitted water and central heating systems
- Basins, sinks, baths and WCs (not blockages)
- Roof, external walls, doors and window frames
- Internal walls, floors and ceiling (but not decoration)
- Chimneys, chimney stacks and flues (but not sweeping)
- Main pathways, steps and other means of access
- Communal areas of flats and sheltered accommodation.
We will also keep in good repair and
proper working order:
- Community alarm services in sheltered accommodation
- Garages and external stores
- Boundary walls, gates and fences.
You are responsible for:
- Keeping your property clean and in decorative order
- Keeping your garden area tidy and free of rubbish
- Taking responsible precautions to prevent damage once a repair
has been identified
- Allowing access to your property to carry out an annual gas
safety check and any necessary inspections
- Reporting any criminal damage or vandalism to the police and
getting a police crime report number
- Any applicable or fitting or alternative fixtures you have
installed or for any damage caused by members of your household or
by visitors.
Please follow this link to find out more about
Tenant Repairs Responsibilities.
If you smell gas in your property or suspect a gas leak, find
out what you need to do by following the link to Gas Escape Advice.