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    Maintaining your home 

    To make sure your home is safe and well maintained, we need you to work with us to report repairs that we are responsible for. You need to look after your home and do the repairs that you are responsible for. 

    Our self-help tool will offer guidance on which repairs we are responsible for and how long these repairs might take.

    Repairs self-help tool 

    If you are a shared owner or leaseholder, you can find out more here. 

    Changes in the repairs service due to COVID-19

    Routine repairs were temporarily suspended in response to government advice, but from Monday 15 June, we’re starting to work through our repairs backlog for routine repairs.

    If you’ve already reported a repair, you don’t need to do anything. We’ll contact you with an appointment. Please be patient with us, it might take us a couple of weeks to contact you - we have 3000 repairs in our backlog.

    We’ll contact you by text message or email. Please try and make the appointment we give you; you’ll have to wait longer if you need to reschedule.

    If you need to report an emergency repair, please call 0800 1691122.

    If you need to report a new repair that isn’t an emergency, please email help@wkha.org.uk or use our tenant portal, My West Kent. New repairs logged from 15 June onwards will have a six week wait time for an appointment.

    We are prioritising jobs by type and urgency, not by date logged, so we won’t be able to stick to our normal timescales.

    If you are self-isolating and need to cancel your appointment after 10am, you won't be charged. If we need to cancel your appointment after 10am we will not offer compensation. 

    Please make sure you watch this video about how to stay safe while work is carried out in your home.

    • Emergency Repairs

      This priority is used when there is an immediate risk to your health or security or serious damage to your home. We will make it safe but may have to return to finish the repair at a later date if we attend outside of normal working hours. 

      Target response time: By the end of the next day

    • Urgent Repairs

      This priority is used where there is a risk to the resident’s health or security.

      Target response times: within three full days.

    • Routine Repairs

      This is used for most standard repairs where there is no risk to health or security. These repairs will be  completed by appointment made with you.

      Recent changes in the service due to the the Coronavirus outbreak mean we now have a backlog of repairs, so won't be able to meet our usual target repair response time of 21 days.  Routine repairs will start taking place on 15 June. Repairs logged after this date will have a waiting time of six weeks for an appointment. We are working hard to work through the repairs backlog, so please be patient.

    • Planned Repairs

      Some repairs involving large scale replacement or improvement work may by scheduled outside routine repairs.

    • Further Works

      If we identify further work during your repair, we will advise you when these will be completed.

    You can also view our full Maintaining Your Home standard.

    Appointments

    When you report a repair we will either give you an appointment time or our contractor will call with a time slot that suits you. If you cancel the appointment later than 10am on the day, or if you are not in at the scheduled time we will charge you £20. Likewise, if we cancel later than 10am on the day of the appointment, we'll pay you £20. 

    Always ask for proof of identity before letting anyone into your home. This includes staff from West Kent and anyone working on our behalf. If you’re not sure just give us a call.

    Out of hours

    If you report a repair outside our normal working hours, you’ll get help with your emergency and once it's been made safe (and if necessary), we can follow this up with you when we re-open.

    Our out of hours is a make safe service, not a full repair one. This may mean that substitutes such as bottled water or fan heaters are provided until we reopen. You can see what we class as an emergency in our Maintaining your Home standard.