Repairs

Covid-19 (Coronavirus) update

Our contractors, Mears, have now resumed a full service. As a result we can now take reports for all repairs.

We expect our phone lines will be very busy over the comings weeks and ask you report non-urgent issues via MyCKH.

Report emergency repairs at any time on: 01733 385030.

We will always aim to deal with your repair as quickly as possible, however we have temporarily extended the timeframe for repairs to be completed in as follows:

  • Emergency repairs will be attended to within 24 hours, as usual
  • Urgent repairs will be attended to within 28 days
  • Routine repairs will be attended to within 90 days.

If you had a repair appointment which was previously cancelled due to covid-19, you will be contacted as a priority to reschedule this as soon as possible.

At all times, our contractors will observe the social distancing guidelines set out by the government. They will always wear the PPE (personal protective equipment) appropriate to their task. You will be informed of any measures you are also required to take ahead of your appointment. 

Mears have shared this video to help you understand what to expect from them:

Mears - Stay Safe Stay Apart from Mears Group on Vimeo.

 

Find more information about our response to the coronavirus outbreak on our latest news and updates page

Report a repair

Login to your account to report an issue in your home or a communal area. 

 

Report repairs on MyCKH

 

Emergency repairs

We respond to emergencies within 24 hours.

Emergency repairs are issues that affect the health and safety of your household, for example if your front door will not lock or the only toilet in your home is broken. 

Report an emergency repair at any time on 01733 385030. 

 

Our repairs service

As a CKH tenant, you promise to pay your rent. As your landlord, we promise to provide reliable services. We think that’s fair. If you stop paying your rent, or underpay, you risk losing access to some of these services. We think that’s fair too.

 

When you get in touch, we’ll ask you when the most convenient time to book your appointment is. We offer five different time slots - morning, afternoon, evening, school run or Saturdays. In the case of emergency repairs, we cannot offer advance appointments so you need to make sure someone is at home until an operative arrives. 

Someone over the age of 17 must be at home when a repair is being carried out.

To cancel or rearrange an appointment, call us as soon as possible on 01733 385030.

 

Repair response times

When you report a repair, we tell you what category it falls into and the estimated time we will take to deal with it.

Emergency repairs – 24 hours

Affect health and safety or the basic security of your home. For example, serious leaks that are flooding your home, a broken toilet (when there is no other working toilet), or no heating in winter (November – April).

We tell our contractors to reach you as soon as possible and you need to stay at home until they arrive - advance appointments are not available.

 

Urgent repairs – seven days

Could affect basic functions or cause further damage. Examples include taps which won’t turn on, no heating or hot water in summer months (May – October), or a faulty door entry phone.

Your appointment will be confirmed by text or email.

 

Routine repairs – 28 days

Can wait without posing a risk to you and will not damage your home in the short-term. Examples include broken or cracked floor tiles, minor leaks and dripping taps.

Your appointment will be confirmed by text or email.

 

Find all the information you need in the looking after your home repairs handbook.pdf