Repairs and Maintenance
We want all of our customers to be delighted with the services we provide, and repairs plays a bit part of that. We hope this page answers some of your common questions about repairs and maintenance and helps you get the most out of the service.
24-7 & there for you
As an SLH tenant, our repairs service is there for you, 24 hours a day, seven days a week.
To help make sure that our customers get the right service at the right time we divide our repairs into two main types, routine repairs and emergency repairs.
Routine repairs might be remedial work following on from an emergency repair or other work not classed as an emergency or a hazard. Examples of routine repairs might be a partial loss of heating, a non-flushing toilet when there is another in the house or a broken or unstable fence. Routine repairs are flexible and can be done at a mutually-convenient time, including evenings and weekends.
Emergency repairs are repairs to remove immediate danger to people or avoid major damage to your home. An emergency repair could be no power or water in your home, a leak coming through the ceiling or a blocked toilet if you only have one toilet. If your repair is classed as an emergency we will arrange for one of our contractors to attend your call within 15 minutes, attend no later than two hours and complete the repair or make safe within 24 hours.
Keep on top of your repairs
Being an SLH tenant means you've got access to our flexible repairs service to help keep your home in good condition.
Like anything, hardworking homes are subject to the wear and tear of family life so it's up to you to let us know when problems develop.
We've made it as easy as possible for you to book in repairs with us. You can do it over the phone by calling 0330 303 3000 or online via your mySLH account. The choice is yours.
Report a repair online at myslh.slhgroup.co.uk
Report your repairs with mySLH
Even though our offices remain closed through the coronavirus pandemic, reporting repairs is as easy and convenient as it’s ever been.
A mySLH account allows you to manage your home using your smartphone, tablet or PC and this includes reporting day-to-day, non-emergency repairs.
NB: If you’re reporting an emergency repair, we will always recommend that you call us on 0330 303 3000 and choose option 1 for on the spot advice and the fastest possible response.
What is an emergency repair?
When we receive a repairs and maintenance call our first task is to decide whether it is an emergency or non-emergency repair, so that we can deploy our repair team in the most efficient way and get to customers who need us most.
Emergency repairs are repairs to remove immediate danger to people or avoid major damage to your home. An emergency repair could be no power or water in your home, a leak coming through the ceiling or a blocked toilet if you only have one toilet.
If your repair is classed as an emergency we will arrange for one of our contractors to attend your call within 15 minutes, attend no later than two hours and complete the repair or make safe within 24 hours.
As an SLH tenant, we want you to be delighted with all of our services. And that includes repairs and maintenance.
Last year we completed almost 14,000 repairs to your homes and 85% of you were happy with the service you received. That's below our target of 96% and we pledge to do better but we need your help to do this.
So if you've had a repair done recently let us know your experiences, good or bad, so we can find ways of getting it right more of the time. Have your say here
Repair or replace?
Homes are hardworking places and that means that from time to time things wear out and need repairing or replacing.
We get a lot of queries about jobs like kitchen repairs and how we decide whether to repair or replace an item in your home.
Every situation is different but let’s take a typical example. Our kitchens are replaced on a 20-year cycle and we work with our tenants to maintain and repair kitchens to maximise this lifespan. If a door hinge breaks but the kitchen is otherwise serviceable, we will repair the hinge. This ensures that we’re spending money where we need it and making the best choice for the environment too.
In each case however, we will assess the overall condition of the kitchen and if, through fair wear and tear, it is reaching the end of its service life, we will add it to our current kitchen replacement programme. However, we will not add it to our programme if there is evidence of deliberate damage, this would not be fair on other tenants who are in a need of a kitchen.
Last year we spent over £8M repairing and maintaining your homes, with £919,231 spent on kitchens alone.
Like all our replacement programmes, we will notify you in writing when your kitchen, roof or windows are due for replacement.
Last year we spent over £8M on repairing and maintaining our 3,800 homes across South Liverpool, and a big part of that is our Planned Improvements Programme.
These are different from routine or emergency repairs that you request. Planned improvements are larger scale works that are planned ahead for the year. This includes works such as replacement or upgrade of kitchens, bathrooms and heating systems.
Mythbuster: Often a tenant will see a neighbouring home getting a new kitchen and assume that the whole street will be getting new kitchens. This isn’t always the case. Replacements like kitchens are done on a 20-year cycle and not every kitchen in the street will have been refitted at the same time.
When the time comes for your home to be included in any of the above programmes, we will let you know when it is going to happen, who will do it and when it is likely to start and finish.
The latest stats on our repairs performance.
In February 2021 we completed 1,015 repair jobs in your homes.
85% of tenants said that they were satisfied with our repairs service. This is below our target of 96% (figs based on cumulative data from April 2020 to February 2021).
Last month we spent £63K on repairs to your homes.
Visit our office
Call into our office or write to us:
South Liverpool Homes
Our office is currently closed in order to help prevent the spread of coronavirus in our communities. Please see our coronavirus advice page for alternative ways to get in touch.