Our award winning repairs service

Emergency repairs are defined as any defect that puts the health and safety or security of the tenant, or a third
party, at immediate risk; or that affects the structure of the building adversely.

Examples of emergency repairs are:  

• Dangerous structural faults

• Prevalent damp and mould that poses an imminent and significant
  risk of harm to the health or safety of the customer

• Making safe after fire, flood, lightning or storm damage works

• Blocked main foul water drains or only toilet within the property
  (where Acis Group has responsibility)

•  Making the property secure

• Total loss of electric power

• Water leaks that need isolating at the main stop tap

• Partial loss of water

• Burst water main

• Partial loss of electrical circuits

• Faults to lighting in bathrooms (excluding failed light bulbs) as above

• Blocked flue (where only form of heating)

• Partially blocked main foul drain (where Acis Group has
  responsibility)

• Blocked soil pipe or sole WC

• Heating or hot water loss during period 1st November to 30th April up
  to 8 pm

• Failure of lift/stair lift where Acis Group have a legal responsibility

• Total failure of carbon monoxide or smoke detector systems

• Offensive or racist graffiti which an offence under the Public Order
  Act 1986 or is likely to cause civil unrest

• Insecure external door, lock or ground floor window

• Faulty garage lock – if car locked in garage

• Faulty shower – if only form of bathing within the property

• Broken or loose banister rail where this causes a health and safety
  risk

• Rectify gas leak (customer must report to the national grid
  emergency line 0800 111 999).

Appointed repairs are any defect that can be deferred without serious discomfort, inconvenience, or nuisance to you, the customer, or a third party and can wait until the next convenient maintenance visit at a time convenient for you. 

Examples are: 

• Blocked or leaking foul drain, soil stack, or (where there is no other working toilet in the dwelling-house) toilet pan
• Leaking from water or heating pipe, tank or cistern
• Rotten timber flooring or stair tread
• Door entry phone not working
• Total or partial loss of gas supply
• Tap which cannot be turned
• Minor plumbing leaks
• Heating fault or breakdown during period 1st May to 31st October – vulnerabilities will be considered when prioritising works
• Hot water faults during period 1st May to 31st October – vulnerabilities will be considered when prioritising works
• Blocked gulley, sink, basin or second WC
• Minor electrical faults – lighting and electrical circuits
• Mechanical extractor fan in internal kitchen or bathroom not working
• Faulty communal TV aerial
• Partial loss of water supply
• Door/lock fault to garage
• Leaking roof – where repair can be completed from a ladder
• Intermittent carbon monoxide or smoke detector fault
• Insecure external lock or window above ground floor
• Damage to stair treads, handrails, or bannisters
• Repairs to external walls, doors, and windows
• Repairs to boundary walls, fences, paths, and steps – where minor repairs only are required
• Minor plaster patching and filling
• Dripping or leaking taps or shower units
• Defective cistern or overflow
• Containable plumbing leaks and defects
• Minor repairs to tiling to kitchen and bathroom walls
• Condensation problems
• General roof repairs, including chimneys, slates, or tiles where work can be carried out using a ladder safe system
• Faulty shower, if there is alternative bathing is available
• Faulty extractor fan – kitchen or bathroom
• Defective flooring
• Garage roof minor leak
• Non offensive graffiti

Programmed repairs: we aim to carry out repairs in the most efficient way possible and some will be grouped by area or type and undertaken on a programmed basis. This may typically include works such as fencing and gates, pathways and paving, roofing and where homes have multiple repairs that can be grouped together. You’ll be advised of timescales for programmed works and kept up to date on them until the repair is complete. 

Examples include: 

• Large scale roof repairs, including chimneys, slates, or tiles where a scaffold is required 

• Renewal of doors and windows  

• Renewal of fire doors  

• Large scale repairs to internal walls, floors, ceilings, or doors  

• Extensive drive, paths and paving works  

• Extensive drainage works such as soakaways and renewal of drains  

• Repairs to drains, gutters or external pipes  

• Large scale plasterworks  

• Complex multiple repairs within one property, block or common area  

• Structural repairs  

• External common area repairs including boundaries and gates 

Planned repairs include the replacement of key building components that have reached the end of their remaining life, including heating systems, kitchens, bathrooms, roofing and rooflines, doors and windows
 

For example: 

• Fire Risk Assessment repairs  

• Kitchen and bathroom renewals  

• Major or full roof renewals  

• Fencing renewal  

• Full windows, door and porches renewal  

• External Repairs and Painting programmes 

Below is a list of repairs and replacements that you are responsible for in your home: 
 

• Where pests have infested the property, Acis Group will investigate to ascertain the root cause and responsibility. Should this be deemed the responsibility of the customer they will need to arrange pest control/removal.
• Repairing damage caused by the customer, family, visitors to the property or pets
• Repairing damage caused by any workman the customer has engaged to do work on the customer’s behalf
• Any structure or accessory installed by the customer is their responsibility in its entirety including but not limited to sheds and lighting fixtures.
• Door numbers
• Sink and bath plugs and chains
• Toilet seats
• To fill any minor plaster cracks at <2mm or holes <20mm
• Fire grates and ash pans if the fire has been installed by the customer
• Light bulbs, fluorescent/LED tubes and starters, LED units where the unit has been installed by the customer
• Fuses and batteries for the customer’s smoke, heat and carbon monoxide alarms / detectors (where provided)
• Sweep chimneys where required, unless the chimney is used in conjunction with appliances installed by us
• Unblock waste pipes, gutters and drain gullies (except where the blockage occurs within common areas)
• Damage caused by leaks from the customer’s own appliances, such as washing machines and dishwashers
• Electrical plugs and fuses to the customer’s own appliances
• Any sheds, garages, outbuildings and boundary structures which have not been constructed or adopted by Acis Group
• Any pathway, patio, paved area or hard standing which have not been constructed or adopted by Acis Group
• Any water butts, compost bins, washing lines or rotary driers unless provided by Acis Group in common areas
• Any other gifted items as notified by us
• The cost and replacement of damaged, lost or stolen keys and door entry fobs
• Replacing any fixtures or fittings provided by Acis Group which the customer has removed 
• Decoration unless making good after a repair that is the responsibility of Acis Group under Section 11 of the Landlord and Tenant Act 1985 
• Trees and hedges where maintenance is not an Acis Group obligation

We'll keep in good repair the structure and the exterior of your home. This will include: 

• Where pests have infested a property will investigate and determine the root cause and if is the customer or Acis Group’s responsibility.
• Pop up waste and mechanism, where the bath/sink has been installed by Acis Group
• The roof, external walls and doors
• Window frames including catches, windowsills and glass, unless the damage to glass results from customer damage or misuse
• Chimneys, chimney stacks and flues
• Chimney sweeping where the chimney is used in conjunction with an appliance installed by us
• Access to the customer’s home constructed by us such as paths and steps leading to front, back entrances and round the perimeter of the building
• Garage, sheds and outbuildings that have been constructed and adopted by us
• Drains, gutters and external pipes where it is Acis Group’s responsibility
• Internal walls (but not including minor plaster cracks and holes)
• Floor coverings installed by Acis Group to bathrooms and Kitchens from the date this policy is agreed
• Internal doors including frames and hinges that have not been installed by the customer
• Skirting boards