Repairs and Maintenance
Creative Support is committed to keeping all its properties in a good state of repair and fit for purpose. We will inspect our own properties regularly and make improvements where required. Where we manage a property on behalf of another landlord, we will liaise with the landlord to address any problems with the accommodation.
Your tenancy agreement or license agreement will tell you which repairs your landlord or managing agent will carry out and which repairs you are expected to carry out. In supported accommodation it is usual for the landlord or managing agent to carry out most repairs. If you have both a landlord and a managing agent, the repair responsibilities may be split between them. If you are unsure whether you should report a repair to your landlord or managing agent, speak to a member of staff or call
the Housing Department on 0161 236 0829.
Reporting Repairs
Please speak to a local member of staff who will assist in advising or reporting your repair to the most appropriate team. Within our Property Services Team we have two helpdesks to assist with property related issues.
The staff member will need to give as much information as possible when reporting the repair or property related issue. They may be able to help with minor issues, without the need to contact Head Office.
Repairs Helpdesk
For ‘bricks and mortar’ issues – electrical, plumbing, locks, fire detection, boilers, heating, leaks, window repairs, plastering etc. Telephone: 0161 236 0829 | E-mail: repairs@creativesupport.co.uk
Property Management Helpdesk
For ongoing services and upkeep of the property – window cleaning, gardening, decoration/flooring, pest control, appliance repairs etc. Telephone: 0161 236 0829 | E-mail: property.management@creativesupport.co.uk
For any appliance related issue, we would need details of the make and model and nature of the fault to be able to arrange a call-out. It would also be helpful if you can let us know any times when you would not be available to let the maintenance
operatives in.
Timescales
We will respond to repair requests within the following timescales:
Emergency Repairs
Examples – serious leaks, broken windows, blocked toilets where no other toilet is available, complete loss of heating in cold weather.
Urgent Repairs
Examples – glazing, roof repairs.
Routine Repairs
Examples – minor repairs such as plastering, broken cupboard door handles.
Improvements
Requests for improvements such as landscaping or the replacement of worn flooring can be made. Please discuss with staff at your service to put forward requests for consideration by a Service Director.
Tenant Damage
If a repair is needed because you or your visitor have damaged the property (whether deliberately or accidentally) then you will need to pay for the repair. If locks need to be changed because you have lost your keys or allowed someone else to access them then you will need to pay the cost of the lock change or replacement.
Repaying the costs for damage – You will be asked to sign a document when the cost is known to confirm that you acknowledge that an invoice will be raised and that you will pay this invoice.