Introduction

When Lincolnshire Housing Partnership (LHP) was formed, a commitment was made to deliver repairs appointments, 8am to 8pm, 7 days a week. We also committed to develop our services through listening to customer feedback. So, before we move forward with rolling out the promised service to customers, we want to confirm that the service we are offering is the one you want.

Vulnerable customers

Where a customer cannot carry out a repair which is their responsibility (and they have no other means to undertake the repair), due to either disability or age, LHP will do this repair at no cost.

Reporting repairs

You can report a repair at any time of day or night through the website or non-emergency repairs by phone during office hours.

Would you like to be able to report a repair by phone, outside office hours? *

Yes

Appointment times

We will always make safe a repair that could be a health and safety risk to you and your family e.g. no power or something significantly damaging your home, such as a major water leak, as soon as possible and in 24 hours of them being reported at weekends or evenings. Non-emergency repairs will be completed between 8am and 6pm Monday to Friday.

What we would like to understand is, over and above this service, which of the appointment times below would you like LHP to offer? Tick as many options that apply to you. *

Timescales for completing repairs

When you report a repair, which could be a health and safety risk to you and your family e.g. no power or something significantly damaging your home, such as a major water leak, we will prioritise the repair and make it safe as soon as possible.

There are some low priority repairs, normally external works such as paving, roofing and fencing repairs, which either require specialists or where grouping them together provides better value for money. These repairs will fall outside normal timescales, but will take no more than 90 days.

For other repairs we would like to understand if you would prefer: *

All repairs to be given the same priority and to be done at the first mutually convenient time within 15 working days

Have 2 further categories of repairs. Urgent Repairs, such as minor leaks and dripping taps to be completed within 5 working days and Routine Repairs, such as gutter works and works to kitchen cupboards and work surfaces to be completed within 20 working days

Under your tenancy agreement there are repairs which are your responsibility, e.g. lock changes when lost keys.

Would you like us to offer a service where you can pay us to carry out repairs which are your responsibility? *

Yes

Do you think there should be a charge for missed appointments, both for LHP and the customer? *

Yes

Is there anything else you would like us to consider when reviewing the repairs standard? *

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Your postcode *