fbpx
Menu Close

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 Nov 2022 to 31 Oct 2023. In the future, we'll be updating this table every quarter.

CategoryTarget
%
Actual
%
Variance
%
Number of
repairs
All repairs
%
Emergency100% 99% -1% 781 4%
Priority95%100% +5% 6,17229%
Routine (30 days)90% 79% -11% 6,60231%
Routine (60 days)90% 87% -3%7,99037%
1 Nov 2022 – 31 Oct 2023

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.

Used for the like, share, comment, and reaction icons
17 hours ago
Selwood Housing

Wind + rain + change in seasons = a recipe for blocked gutters.

Gutters serve an important purpose and help to control the flow of rainwater to protect your roof, walls, foundations and landscape. When gutters become blocked with leaves and debris, this can prevent the water from flowing properly and can cause a leaky roof or water damage to the interior and exterior of your home. B&Q have a useful video on how to clear out gutters that we've added to our winter repair tips page: ecs.page.link/468vM

*Take care when clearing gutters and always ensure to use the correct safety equipment.
... See MoreSee Less

Wind + rain + change in seasons = a recipe for blocked gutters. 

Gutters serve an important purpose and help to control the flow of rainwater to protect your roof, walls, foundations and landscape. When gutters become blocked with leaves and debris, this can prevent the water from flowing properly and can cause a leaky roof or water damage to the interior and exterior of your home. B&Q have a useful video on how to clear out gutters that weve added to our winter repair tips page: https://ecs.page.link/468vM 

*Take care when clearing gutters and always ensure to use the correct safety equipment.
3 days ago
Selwood Housing

We have recently written to our customers to explain changes to their rent charges for the financial year 2024-25. Like all housing associations in England, we work within government policy when setting these changes.

While all rents are different, the average increase per household will be around £8.60 a week. We know this news comes at a challenging time for many of our customers experiencing a range of financial pressures. If you're concerned about this increase, there is support available: ecs.page.link/Bx4U9
... See MoreSee Less

We have recently written to our customers to explain changes to their rent charges for the financial year 2024-25. Like all housing associations in England, we work within government policy when setting these changes.

While all rents are different, the average increase per household will be around £8.60 a week. We know this news comes at a challenging time for many of our customers experiencing a range of financial pressures. If youre concerned about this increase, there is support available: https://ecs.page.link/Bx4U9

1 CommentComment on Facebook

The best support available is to CUT the rent...

3 days ago
Selwood Housing

In April 2022, we partnered with housing solutions company, Vericon Systems, to introduce new technology to tackle damp and mould from our customers’ homes. We had identified a need for more monitoring equipment and technologies to help us pinpoint the root causes of damp and mould issues. This technology gap slowed us down in achieving our goal of eradicating these issues all together.

One of our customers, Carly, spoke to us about her experience after having this technology installed:

“I moved into my home with Selwood Housing 10 years ago. There were damp and mould issues in the property that I could never seem to get on top of. Selwood Housing tried many solutions over the years. They installed new fans in the bathroom and things like that, but the issues kept coming back. I was really frustrated but at the end of 2023, they installed these new damp and mould devices in my home. One of Selwood’s specialist surveyors, Rob, also visited me several times and used the data from the devices to explain to me the changes I could make to reduce condensation and stop damp and mould from happening.

He gave me some tips on what to do to reduce the problem, like putting the heating on twice a day and making sure the trickle vents in the windows were open to allow more air to flow through the house. He also gave me advice on things like when and where to hang my washing so it doesn’t create damp. Using the advice Rob gave me and the data from the new system, I’ve been able to make some small changes which have made a huge difference. I’m so glad Selwood Housing are making use of these new systems and have specialist surveyors who can give their customers the right information and share knowledge to help us to stop damp and mould from happening in our homes.”
... See MoreSee Less

In April 2022, we partnered with housing solutions company, Vericon Systems, to introduce new technology to tackle damp and mould from our customers’ homes. We had identified a need for more monitoring equipment and technologies to help us pinpoint the root causes of damp and mould issues. This technology gap slowed us down in achieving our goal of eradicating these issues all together. 

One of our customers, Carly, spoke to us about her experience after having this technology installed:

“I moved into my home with Selwood Housing 10 years ago. There were damp and mould issues in the property that I could never seem to get on top of. Selwood Housing tried many solutions over the years. They installed new fans in the bathroom and things like that, but the issues kept coming back. I was really frustrated but at the end of 2023, they installed these new damp and mould devices in my home. One of Selwood’s specialist surveyors, Rob, also visited me several times and used the data from the devices to explain to me the changes I could make to reduce condensation and stop damp and mould from happening.

He gave me some tips on what to do to reduce the problem, like putting the heating on twice a day and making sure the trickle vents in the windows were open to allow more air to flow through the house. He also gave me advice on things like when and where to hang my washing so it doesn’t create damp. Using the advice Rob gave me and the data from the new system, I’ve been able to make some small changes which have made a huge difference. I’m so glad Selwood Housing are making use of these new systems and have specialist surveyors who can give their customers the right information and share knowledge to help us to stop damp and mould from happening in our homes.”
Load more
A A A