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Repairs and Maintenance

We are committed to providing safe, secure, and good quality homes to our residents, ensuring we keep properties in a good state of repair. 

There are certain repairs and maintenance we expect you to carry out, and others that are our responsibility. Find out more about which repairs we take care of and how you can report a repair below.

Do you smell gas?

If you have a suspected Gas Leak, you must contact Gas Emergency Services immediately on 0800 111 999. 

Report a Repair

During office hours (Monday-Friday, 9.30am-5.30pm, except Bank Holidays), you can call us on 020 8749 7112 or email us on customerservices@womenspioneer.co.uk to report a repair. 

You can also raise a repair to your Housing Officer or Estates Compliance Officer during a visit. 

Our Customer Services Team will take all the necessary details and organise for the repair to be carried out. 

If you have an emergency repair after our office has closed, please phone our usual number, 020 8749 7112, and your call will be diverted to our Out of Hours service who will arrange to carry out the emergency repair. For more information on emergency repairs please see below. If your repair is not an emergency, this will be passed back to WPH to respond to during opening hours. 

What to expect when you report a repair:

If you call Women’s Pioneer Housing to raise a repair, your call will be answered by one of our Customer Service Advisors. They will ask you a series of questions to find out more about your repair, and take down the details. You may be asked to email photos of the issue to us at customerservices@womenspioneer.co.uk 

Our Customer Service Advisors will then raise the order to the contractor on our system, and provide you with: 

  • A reference number for your repair (this will begin with REP or WO) 
  • The name of the company attending 
  • A summary of the issue they are attending for 
  • A timescale for the repair 
  • What to do if the issue gets worse or you do not hear from the contractor in the expected time frame 

By email or through the website: 

When you email customerservices@womenspioneer.co.uk, a Customer Services Advisor will pick up your query and aim to respond within 5 working days. They may email you back to ask you some questions to find out more about your repair and take down the details. You may be asked to email photos of the issue to us at customerservices@womenspioneer.co.uk  

Our Customer Service Advisors will then raise the order to the contractor on our system, and email you with: 

  • A reference number for your repair (this will begin with REP or WO) 
  • The name of the company attending 
  • A summary of the issue they are attending for 
  • A timescale for the repair 
  • What to do if the issue gets worse or you do not hear from the contractor in the expected time frame 

If your repair is an emergency, we advise you to call us directly on 0208 749 7112. 

During a tenancy audit or a visit from a member of staff, you may wish to raise a repair. The WPH staff member will take the details of the repair and pass this information to Customer Services who will aim to contact you within 5 working days (or within 24 hours for an emergency repair). 

You may be contacted by Customer Services with some questions to find out more about your repair. You may be asked to email photos of the issue to us at customerservices@womenspioneer.co.uk  

Our Customer Service Advisors will then raise the order to the contractor on our system, and email you with: 

  • A reference number for your repair (this will begin with REP or WO) 
  • The name of the company attending 
  • A summary of the issue they are attending for 
  • A timescale for the repair 
  • What to do if the issue gets worse or you do not hear from the contractor in the expected time frame 
     

How long will your repair take?

A repair is classified as an emergency where the issue threatens the safety of the building or presents health and safety risks. These kinds of repairs require emergency attention as they make the property unsafe or uninhabitable. 

Please note, during an emergency repair we will focus on making the issue safe for you. We may need to re-visit to complete the full repair.  

Essential repairs may impact the comfort and convenience of a resident, however do not make the property uninhabitable or unsafe. 

Routine repairs are ones that do not impact the safety or comfort of a resident but still require action.  

We aim to complete repairs with one visit but there may be instances where an inspection appointment is needed before works begin, or a second visit is necessary for further works. 

What to expect from our contractors:

Once you report a repair to Women’s Pioneer Housing, we will pass the details to the relevant contractor. They will contact you to confirm that they are working on behalf of WPH and directly to arrange a convenient appointment. On arrival, they will show official ID before entering your home. 

Appointments are typically scheduled during standard working hours, between 8am - 5pm. Please make sure someone is available to provide access, and that the area requiring repair is clear. If you need to rearrange your appointment, you can contact the contractor directly or let us know as soon as possible. 

All contractors are expected to follow strict safety and conduct standards. Our contractors will also have DBS checks, especially when visiting residents with support needs. Always ask to see ID before allowing anyone into your home. If you’re unsure about someone’s identity, do not let them in and call us immediately. We will be able to confirm if they are a genuine WPH contractor. 

After your repair is completed, you’ll receive an email survey to share your experience. You can also contact customer services at any time with comments or concerns. Our customer services team is here to help and make sure the issue is resolved properly and safely. 

What we expect from residents:

Residents are responsible for reporting repairs in their home promptly. If the issue gets worse and poses a risk to you, others or the property you must contact WPH immediately. 

If you raise a repair, you must also ensure that you are available to provide access. Our contractors will contact you to arrange an appointment at a mutually convenient time. You must make sure that you keep to this appointment, or you contact WPH if you are unable to keep the appointment. This allows us to attend to other repairs and provide a good services for all our residents. 

If you cancel three appointments for the same repair, we may cancel the repair and advise you to contact us once you are able to provide access. You may also be recharged for any call out fees. If the repair poses a health and safety risk to you, others or the property, we may be required to force access to carry out the emergency repair. 

 

What repairs are tenants’ responsibility? 

Whilst we carry out most major and structural repairs, there are some day-to-day maintenance tasks that are your responsibility as a resident. Knowing which repairs fall to you helps keep your home in good condition. 

Here is a list of common repairs and tasks that you, as the resident, are responsible for: 

  • Repairs to doorbells (excluding wired-in doorbells and building intercoms)  
  • Fitting curtain battens, rails, coat hooks, and shelves  
  • Installing and maintaining your own appliances – such as cookers, fridges, lamps, and washing machines that were not supplied by WPH  
  • Replacing sink or bath chains and plugs  
  • Fixing or replacing broken toilet seats or covers  
  • Replacing shower curtains, shower heads, and shower hoses
  • Repairs to internal door handles and catches  
  • Electrical faults caused by using faulty personal appliances  
  • Replacing plugs, fuses, or lightbulbs 
  • Internal decorating, including filling in minor cracks in plaster

  • Repairs to any structure or fixture that you have installed yourself
  • Repairing or replacing washing lines or rotary clothes dryers  
  • Cleaning removable filters in extractor fans or cooker hoods
  • Installing or replacing floor coverings
  • Securing loose floor coverings
  • Replacing or requesting additional keys  
  • Arranging access if you are locked out or lose your keys  
  • Re-glazing broken windows (we may make this safe by boarding up the window, but replacing the glass is your responsibility unless you provide a CAD number)  
  • Clearing blocked sinks, hand basins, shower trays, or toilets
  • Maintenance of private gardens

As a resident, it is vital as per your tenancy agreement to keep the interior and exterior of your home in good and clean condition and to decorate all internal parts of the property as often as is necessary to keep them in good order.

If you are ever unsure whether a repair is yours to manage or something we should handle, please get in touch with our customer services team before carrying out any work. We're here to help clarify your responsibilities and ensure everything is done safely and correctly. 

Please note: Our contractors are not to be used via WPH for your own personal use.