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Selwood Housing operative using electric drill - regular servicing of your home

Our repairs service

We are committed to providing our customers with good quality affordable homes that are safe and comfortable to live in.

Our long-term programme of planned works helps to keep customer homes in good condition by carrying out work before repairs are needed, for example, replacing kitchens, bathrooms or boilers.

Customer homes will also need occasional repairs if something breaks down or stops functioning properly. Our repairs team aims to respond to these with high quality repairs.

To make the best use of our resources, we categorise repair requests from emergency through to routine. We have an agreed target maximum response time for each type of repair.

How we prioritise repairs

Every repair is assessed to decide whether it’s an emergency, priority, or routine repair.
Below you can see how we define these repair categories and how long you can expect to wait after you request a repair:

  • Emergency – same day
  • Priority – before end of next working day
  • Routine – within either 30 days or 60 days

If you or a member of your household has a disability or medical need, we will always adjust things appropriately when deciding the repair category.

Emergency repair

This is a defect that puts the health and safety of customers, or security of properties at immediate risk. For example, fire, flooding, total loss of power, gas or water, a serious roof leak or a major structural failure.

Priority repair

This is a defect that would cause harm or further problems if left unattended for longer than a day or two. For example, loss of hot water or lighting, toilet not flushing, a dangerous banister, or a defective lock on an external door.

Routine repair

A non-emergency home repair that is not immediately life-threatening or causing significant harm to the property but still needs attention to ensure your comfort, safety, and quality of life.

We will arrange an appointment at a time that is convenient to you. In the case of straightforward repairs, we aim to complete the work within 30 days. Examples of simple repairs include refixing a door handle, levelling a paving slab, or replacing a tap.

For more complex repairs that require additional time to complete the job, special materials, or involve multiple trades, our target is to have these repairs finished within 60 days.

Who will do my repair?

Our repairs service employs a team of around 35 trade operatives. All our operatives are required to wear an official Selwood Housing ID badge when attending appointments.

We may also use external contractors to help us reduce waiting times for repairs, to provide specialist skills, or during exceptionally busy periods.

Why is my repair appointment delayed?

The repairs team carries out around 650 repairs appointments at customer homes every week. We have a dedicated team of planners who book the repairs and assign them to operatives each day.

Very occasionally, appointments are delayed by things beyond our control. This could include bad weather, traffic delays between appointments, parts not arriving on time, or a peak in emergency appointments.

We know that your time is valuable, so if the appointment needs to be rebooked, we'll let you know as soon as possible.

Is Selwood Housing responsible for my repair – or am I?

You are responsible for carrying out basic repairs as part of the upkeep and maintenance of your home. Check our tips and advice pages to see the types of repairs that are your responsibility. This includes tips on setting boiler hot water and heating controls or re-pressurising a system.

Our repairs service is offered to customers renting existing homes. Please see below information for customers renting newly built homes.

Will I be charged for repairs?

Repairs that aren't due to fair wear and tear, or relate to damage that you, your friends or family have caused accidentally or deliberately are 'rechargeable repairs'. We will repair the damage, but you will be charged for the work.

If you repair the damage yourself, but it's below the standard we require, we may also charge you to put it right.

How are we doing?

The table below shows how well we performed against our response targets for all types of repair jobs in the 12 months from 1 April 2023 to 31 March 2024. In the future, we'll be updating this table every quarter.

CategoryTarget
%
Actual
%
Variance
%
Number of
repairs
All repairs
%
Emergency100%99.8%-0.2%1,7558%
Priority95%99.9%+4.9%4,37219.9%
Routine (30 days)90%78%-12%6,53029.8%
Routine (60 days)90%87.6%-2.4%9,26242.3%
Total90%88.2%-1.8%21,919100%
1 April 2023 – 31 March 2024
Excludes repairs where we were not granted access to the property

Below are further details of what each column means:

  • Target: the percentage of repairs we aim to complete within the target response time for each category
  • Actual: the percentage of repairs we actually completed within that target response time
  • Variance: how the completed repairs compare to our target – better or worse than our aim and by what percentage?
  • Number of repairs: how many repairs were carried out in each repair category
  • All repairs: the number of repairs in each category as a percentage of total repairs across all categories.

Customers renting newly built homes

Our repairs service is only available to customers renting existing homes. If you are renting a newly built home this comes with a one-year defects period which lasts 12 months from when Selwood Housing takes ownership of the home from the developer. During this period the developer takes responsibility for defects. If there are any defects, we will arrange for the developer to fix these within an agreed timescale, depending on the urgency and severity of the problem. We’ll also follow up to make sure the work has been completed to a good standard.

Towards the end of the defects period, we will contact you to arrange a visit to your home to check for any final defects or items to be completed. The developer will then have up to three months to complete any outstanding works. Once the defects period has ended, we take responsibility for repairs required.

Shared ownership customers should refer to their lease agreements for information.

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5 hours ago
Selwood Housing

Lyndsey Powell and Emma Andrews from our Neighbourhoods team were clearing out a bin store in Frome when they came across this hedgehog with four babies. One hoglet had sadly died. With the help of our new caretaker Simon Evans, this little family was safely delivered to Laura Pictor (group customer involvement and communities’ manager) where they settled into her garden before Kelly, a volunteer for the Hedgehog Preservation Society, was able to take over their care.

Laura named the mum hedgehog Maggie-may, as it was the song that came on the radio when she drove them to over to Kelly’s house. Kelly said when they’re old enough for her to handle with no stress to the mum (4-6 weeks) and sent this message through shortly after:

“Maggie-may has been getting up every other day for a massive drink (almost the whole bowl) and a few biscuits which suggests she's still busy seeing to her hoglets. I haven't heard a peep but then I've been avoiding the hutch and the back garden in general to keep her as stress free as possible. I have seen Maggie-may a couple of times at the door having a break. I'm going to give it till next week, then start putting my trail cam on the hutch in the hope that we will capture their first time out of the nest with mum. The hutch is really clean and she's not trying to escape which tells me it's a quick drink, rest, mouthful of biscuits and get back to her nest, so fingers crossed for them all.”

We’ll keep you updated as and when we hear more!
... See MoreSee Less

Lyndsey Powell and Emma Andrews from our Neighbourhoods team were clearing out a bin store in Frome when they came across this hedgehog with four babies. One hoglet had sadly died. With the help of our new caretaker Simon Evans, this little family was safely delivered to Laura Pictor (group customer involvement and communities’ manager) where they settled into her garden before Kelly, a volunteer for the Hedgehog Preservation Society, was able to take over their care.

Laura named the mum hedgehog Maggie-may, as it was the song that came on the radio when she drove them to over to Kelly’s house. Kelly said when they’re old enough for her to handle with no stress to the mum (4-6 weeks) and sent this message through shortly after:

“Maggie-may has been getting up every other day for a massive drink (almost the whole bowl) and a few biscuits which suggests shes still busy seeing to her hoglets. I havent heard a peep but then Ive been avoiding the hutch and the back garden in general to keep her as stress free as possible. I have seen Maggie-may a couple of times at the door having a break. Im going to give it till next week, then start putting my trail cam on the hutch in the hope that we will capture their first time out of the nest with mum. The hutch is really clean and shes not trying to escape which tells me its a quick drink, rest, mouthful of biscuits and get back to her nest, so fingers crossed for them all.”

We’ll keep you updated as and when we hear more!
21 hours ago
Selwood Housing

Last year a survey went out to unpaid carers by Carer Support Wiltshire as to what unpaid carers would like to be trained on. From the results of this Wiltshire Council would like to offer a range of training to support what unpaid carers have asked for.

The first lot of face to face training will be held on 20th June 2024 in Melksham Community Campus as follows:
✅Stress awareness training 10am-11:00am
✅First aid training 11:30am-12:30pm
✅Mental capacity act training 13:00pm-14:00pm
✅Manual handling training 14:30pm-15:30pm
This training is for all aged carers.

You can book on to all of these or just the ones you are interested in by contacting BCFTeam@wiltshire.gov.uk with your name, email address and the sessions you would like to book.
... See MoreSee Less

Last year a survey went out to unpaid carers by Carer Support Wiltshire as to what unpaid carers would like to be trained on. From the results of this Wiltshire Council would like to offer a range of training to support what unpaid carers have asked for.

The first lot of face to face training will be held on 20th June 2024 in Melksham Community Campus as follows:
✅Stress awareness training 10am-11:00am
✅First aid training 11:30am-12:30pm
✅Mental capacity act training 13:00pm-14:00pm
✅Manual handling training 14:30pm-15:30pm
This training is for all aged carers.

You can book on to all of these or just the ones you are interested in by contacting BCFTeam@wiltshire.gov.uk with your name, email address and the sessions you would like to book.
2 days ago
Selwood Housing

Register to vote now if you’ve never registered before, have moved house, or changed your name.
Register now: ecs.page.link/Q5FyD
#YourVoteMatters. Don’t lose it.
... See MoreSee Less

Register to vote now if you’ve never registered before, have moved house, or changed your name. 
Register now: https://ecs.page.link/Q5FyD 
#YourVoteMatters. Don’t lose it.
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