Maintenance - Repairs

How to Report a Repair

You can report a repair to our Customer Service Centre by either telephoning on 01642 261100 or by using the link to email at the bottom of the page.

Our Customer Service Centre is open Monday to Friday 8.30 – 5.00pm in the case of an emergency repair, out of these hours please contact the TVHL’s Emergency Out Of Hours Service on 08457 626450.

Once the repair is reported the Customer Service staff will allocate a priority in accordance with the Tees Valley Housing Ltd priorities and procedures. This will then be passed to either our inhouse team of maintenance technicians or one of the Groups approved contractors.

You will receive a telephone call from either the maintenance assistant or a contractor who will make an appointment with yourself.

Priority Codes

Priority 1 - Complete or make safe within 24 hours
Priority 2 - Complete within 5 calendar days
Priority 3 - Complete within 21 calendar days

Approved Contractors – DIY

Electrical Works

From 1st January 2005 Building Regulations now apply to electrical work in dwellings. Under the new Part P Regulations any new installation works carried out in kitchen, bathrooms and external areas require a qualified electrician to carry out the repairs and issue a minor works certificate.

If you use a qualified electrician you don’t need to inform building control as the registered body would do this on behalf of the electrician.

A qualified electrician should have BS 7671 qualifications and be a member of a registered body such as NICEIC, ELECSA, ECA, BSI or CORGI.

Following works the electrician should leave a minor works certificate. This certificate should be kept in a safe place as proof the works were carried out safely and by a competent person.

Replacement or renewal of showers, cooker hoods, additional lighting and sockets in kitchens or bathroom would require minor works certificates following completion of works. Additional security lights and sockets installed outside would also require certificates.

New wiring and cabling to any parts of the dwelling would also require a certificate to be completed.

Tenants DIY

The maintenance department strongly advise tenants not to paint kitchen cupboards and drawers as this makes it extremely difficult to match the units if repairs are required. Also we advise not to paint wall tiles.

Before any structural alterations (eg conservatory), knocking down of any walls, window alterations or loft conversions are carried out, permission must be granted by Tees Valley. This will enable all building regulations are kept to and works are approved accordingly. If permission is awarded the works must be carried out by qualified tradesmen who are registered with a governing body. Certificates again will be given and these must be kept by the resident.

Permission must also be granted before any gates/fences are erected. We advise not to lay patios as this causes a problem when manholes/drain covers are covered over.

Fire fronts and storage heaters should never be painted for health and safety reasons as the paints could be toxic, and again it makes it extremely difficult when repairs are required.

General Advice

Never cover storage heater vents by drying clothes etc as this could potentially be a fire hazard.
Never overuse power adaptors.
To stop condensation extractor fans should always be used accordingly in bathrooms and kitchens, trickle vents on windows should be open.

Rechargeable Repairs

A re-chargeable repair is a repair caused either directly or indirectly as a result of neglect or actions by an individual or group of individuals, who may or may not be tenants of Tees Valley. The cost of making good the damage which cannot be considered to be due to fair wear and tear will be recharged to the tenant. At the time of reporting the repair you will be advised what the total cost will be.

Any non-essential repairs will only be carried out if payment is made in advance. It may be possible to come to an agreement for the cost to be spread over a series of installments but this would need to be in place before any repairs are carried out.

To download a schedule of costs for Rechargeable click on the link below

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Download Rechargeable Repairs Schedule