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Repairs

Repairs to your home
Who is responsible for repairs?
Repairs we must do
Repairs you must do
How long will it take for a repair to be done?

Repairs to your home

Mitali aims to offer a high quality, efficient repairs service to all our tenants. In return we expect you to

report any defect which needs repair
take good care of your home and ensure it does not become damaged
to ensure that you have a spare key just in case you get locked out of your home.

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Who is responsible for repairs?

Mitali is responsible for most repairs to your home, but there are some, which are your responsibility. Below is a summary list of repairs and who must carry them out. If you are in any doubt please ring the Mitali Office and we will be happy to make clear who is responsible.

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Repairs we must do

Keep the structure, outside walls, door and windows in good repair
Repair certain fixtures and fittings in your home – pipes, heating, doors, baths and sinks and so on
Make sure that the gas, electricity and water supply are in good working order
Maintain shared areas such as landings, stairways and communal entrances.

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Repairs you must do

Glazing
Any broken glass within the accommodation where you cannot provide a police crime number to show that you or your visitors did not cause the damage.

Carpentry
Examples include replacement of internal locks, hinges, catches, door handles, kitchen cabinets, curtain rails, shelving, skirting boards and draught excluders.

Decorations
Internal decorations and small plaster fractures

Plumbing
Replacement of broken WC seats and lids, plugs and chains for sinks, baths and hand basins.

If you have a washing machine fitted in your home you must ensure that is properly plumbed in.

External
Fences, gates, garden paths and gardening. Changing locks where keys have been lost

Electrical
All repairs to appliances that belong to you, the supply of plugs and fuses, additional power points and switches

Please note: Mitali is not responsible for any repairs required due to damage caused by yourself, your family or anyone visiting you. If the repair is due to criminal damage we will require a crime number before we will carry out a repair.

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How long will it take for a repair to be done?

We will try to deal with repairs quickly, but some times may be busier than usual (e.g. during bad weather). Our target response times are:

Emergency Repairs – 24 hours
These are repairs needed to avoid a danger to people’s safety, serious damage to the building or repairs that present a high security risk. Examples include burst pipes, fires or complete power failure. Solon operates an out of hours emergency repairs service on behalf of Mitali for genuine emergencies. This will be a basic service to prevent further damage.

If there is a fire you must call the emergency services on 999 and then tell us as soon as possible. If there is a gas leak you must contact Transco straight away on 0800 111999.

Urgent Repairs – 5 working days
These not emergency repairs but defects likely to cause considerable inconvenience or risk to occupants or minor structural faults. Examples include water leaks, repairs to toilets, door entry phone, faulty heating.

Routine Repairs – 20 working days
These are essential routine repairs and examples include minor roof leaks, faulty gutters and repairs to floor, doors and windows.

Planned - unspecified – 20 working days
These are essential routine repairs and examples include minor roof leaks, faulty gutters and repairs to floor, doors and windows.

Planned – unspecified
These are repairs that can safely be left for inclusion in a planned maintenance programme. Examples include replacement of windows, re-roofing, re-pointing of brickwork and rewiring.

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