Repairs
There are two types of repairs - emergency and non-emergency. It’s important that you know the difference between the two, as if you report a non-emergency repair as an emergency, you may be charged for the call-out.
Emergency repairs (where we will respond the same day):
These include any issues that puts you or others in danger, such as:
- Collapsing or dangerous structures
- Gas leaks, serious electrical faults or fire risks
- Burst water mains and sewage leaks
Non-emergency repairs (where we will respond in one to seven working days):
These are issues that can cause significant disruption or inconvenience to you, such as:
- Faulty heating systems
- Problems with drains or bathroom/kitchen appliances
- Roof and other water leaks
- Safety-related issues
- If we identify any damage caused by yourself, any household members or visitors, we will recharge you for the cost of the repair. This includes blocked drains where items have been disposed of incorrectly.
Non-emergency repairs (where we will respond in 28 working days)
These are issues that cause inconvenience, but are not dangerous, such as
- Problems with gutters, downpipes or other rainwater parts
- Adjusting doors and windows
- Faulty kitchen units
- Vinyl flooring that is bubbling
Issues that Great Places is not responsible for:
- Loss of water, electricity or gas supply – you should check with your supplier to see if there’s been a problem with the service. If you smell gas, should should contact National Grid on 0800 111999.
- Blocked toilets or drains – check whether your neighbours are having similar issues and ensure no nappies, wet wipes or cooking oils/fats have been put down the drains.
- Any damage caused by yourself or someone else, or any vandalism.
- Fair wear and tear – this includes things like scuffs on walls and doors, or loose toilet seats.
- Replacing keys or changing locks – if you report this as a repair, you may be charged for the callout fee.
If you have any problems or need assistance, you can contact us via:
- The Chatabot on our website
- Our customer portal at www.greatplaces.org.uk
- Email at customerhub@greatplaces.org.uk
- Phone on 0300 123 1966