You can now report a repair at any time that is convenient to you. Instead of waiting until 8 or 9 o’clock in the morning, you can now phone earlier in the day or later in the evening, or at weekends We will send the order to the contractor at the start of the next working day.

We have made this change in response to feedback gained through our Maintenance Comprehensive Service Review which showed that some residents were looking for more convenient times.

The Customer Service Centre extended is now staffed 24 hours a day, 7 days a week, including weekends and Public Holidays. This means that whatever time of day you call the Centre, Sanctuary staff will handle your query.

However, we would ask you to remember that we only consider an emergency to be:

• A serious threat to health and safety, such as a gas leak or dangerous electrical fault
• Major damage to the structure of the building
• A serious security problem, such as a door that cannot be locked
• Total loss of essential services, such as water or electricity.

We will help you through the process of containing an emergency and call a contractor to assist where applicable.

Regional repair numbers:

ASRA Midlands	0800 131 3357
Beth Johnson	0800 781 4825
Sanctuary Hereward	0800 781 4726
Sanctuary North	0800 781 4368
Sanctuary Scotland	0800 781 4382
Sanctuary Shaftesbury	0800 916 1525
Shiregreen	0800 093 0193

Reporting a repair process:



Your responsibilities with regards to repairs

You have certain general responsibilities. To:

• Keep your property clean and in good decorative order
• Take reasonable precautions to prevent damage once a repair fault has been identified
• Allow us into your home to carry out any repairs or inspections that are necessary
• Report any criminal damage or vandalism to the Police and get a Police Crime Report Number (not an incident number)

You are also responsible for certain tasks:

• Repairing anything that belongs to you including pipework, wiring etc
• Replacing keys when broken or lost
• Repairing or replacing locks when keys are lost or when locked out
• Fitting and repairing new door bells
• Fitting additional locks
• Replacing broken or cracked glass
• Resetting trip switches
• Replacing fuses, light bulbs, tubes and starters
• Clearing blockages in wastes and toilets
• Rewashering taps
• Replacing toilet seats
• Replacing bath, sink or basin plugs and chains
• Sweeping chimneys regularly (once a year) if used for solid fuel fires
• Taking action to prevent and control condensation
• Replacing hinges, catches, handles, locks etc on internal doors or cupboards
• Repairing decorative defects on walls or ceilings e.g. hairline cracks or picture hook holes
• Replacing any floor covering provided by us
• Refixing or renewing wall tiles
• Keeping ground-level gullies clear
• Replacing clothes posts, clothes lines or rotary driers (unless shared with others)
• Testing and replacing batteries in battery operated smoke detectors
• Providing dustbins (unless commercial)
• Putting up TV aerials and satellite dishes (you need our permission to put up satellite dishes)