Freephone: 0800 027 2057
We’re dedicated to ensuring your home is kept up to the best possible standard. Our subsidiary company Prime carries out responsive repairs and proactive improvements to your home, so if something’s not right, we’re there to get things sorted.
Prime is responsible for all major works and gas servicing in your home and carries out our duties to you as a landlord under the Landlord and Tenant Act 1985.
When things go wrong we’re here to support you and get things fixed. Most of the time if something goes wrong with your home, it’s our job to put it right. We fix problems relating to plumbing, electrics, joinery, roofs and plasterwork for example.
We will aim to complete all repairs ‘right first time’ and within our target times which all depend on its urgency. If it’s an emergency, we’ll be with you in 24 hours - or four hours in some cases. We aim to get problems fixed as soon as possible.
As a commitment to you, you may also be eligible for compensation if we fail to respond to your problems within certain timescales or if we have to re-arrange an appointment within 24 hours.
You also have some responsibilities. We don’t fix things like electrical faults caused by your own appliances, alarms not provided by us or provide replacement floor fittings. Check out the full list of responsibilities and response times below.
You also have some responsibilities. The repairs listed below aren’t covered by us, and fall under your responsibilities.
To report a repair, you can:
• Go online at www.myprimerepairs.co.uk
• Call us, especially in an emergency, on 0800 027 2057.
• Email us at firstname.lastname@example.org
• Fill in this form below
When you report a repair, we’ll book an appointment straight away for an engineer or surveyor to come and see you. If it’s our responsibility, each repair will be graded into a category of priority depending on its urgency – emergency, urgent, routine and planned – each with a maximum response time, although we aim to get to you as soon as possible.
Within 24 hours
* The aim of an emergency repair is to attend and make safe. After we have made safe we may make further arrangements to return to complete the repair within the appropriate timescale. All suspected gas leaks must be reported in the first instance to National Grid Gas Emergencies on 0800 111 999 (this is a 24 hour emergency line).
Within seven calendar days
Within 28 calendar days
Within 90 calendar days
Last year, we spent more than £5m on improving homes. Our programme of improvements each year makes sure your house, flat or bungalow is a nice place for you to live. We carry out regular stock condition surveys to help us plan which properties need improvements making to them. Improvements might include new kitchens, bathrooms, windows or central heating systems. We also carry out a cyclical maintenance programme to service and maintain heating appliances. Whenever your home is going to be affected by these programmes, we will consult you fully before work begins. All we need is access to your property and we’ll give you plenty of notice for this.
All our work will be carried out by Prime. Their engineers and surveyors will always carry identification for security reasons and are required to show you this whenever they arrive at your property. Please ask to see their ID cards if you think they may not be genuine.
Can I make improvements to my own home?
You also have the right to make certain improvements to your home yourself, providing you have our consent. This is the same if you need to make adaptations to your home because of a change in circumstances. In some cases, you will also need permission from the relevant council’s planning and building control departments. As part of our added value services, if you’ve made improvements to your home, we can take over the maintenance to ensure everything’s working right once things are out of warranty. Please contact us if you want more details.