Repairs and Maintenance

Repairs and Maintenance

Cranston TMO provides a 24-hour repairs service. Outside of normal working hours, Monday to Friday 9am – 4pm, an emergency only service is provided.

For all TMO repairs during normal Working Hours Monday – Friday 9am – 4pm Please call Cranston TMO Office on: – 0207 684 6873 or report a TMO repair online.

Please see the TMO repair section which will tell you what repairs you should report to the TMO office

For all Emergency Out of Hours Repairs, After 4pm Monday – Friday, Weekends & Bank Holidays Please contact Hackney Homes on:- 0208 356 3691

Please see Hackneys out of hour’s section which will tell you what repairs you should report to Hackneys out of hour’s service

For all Hackney repairs during normal Working Hours Monday – Friday 9am – 5pm Please call Hackneys call center on: – 0208 356 3691

Please see the TMO repair section which will tell you what repairs you should report to the TMO office

When you contact us to report a repair we will discuss the nature of the problem. We will then tell you what response time category we have placed it in. The response times are measured from the date you report the problem to us. An appointment date and job Reference will also be given to you when you call.

The priority categories are:-

Immediate: We will be on site within 2 Hours and complete the works within 24 Hours. This is for repairs that are necessary to remove immediate danger to people and avoid flooding, major damage to the property or to make the property secure. Repair work may only be done to make the situation safe. Also Lift break downs is covered under the immediate response times.

Emergency: We will be on site the same day as you report an emergency and complete the job within 24 hours. This is for repairs that are necessary to remove immediate danger to people and avoid flooding, major damage to the property or to make the property secure. Repair work may only be done to make the situation safe.

Urgent: We will complete the repair within five working days. This is for work that needs to be done urgently to prevent immediate damage to the property or where there is a possible health, safety or security risk and to overcome serious inconvenience to residents. It includes follow-up work from emergency repairs.

Routine: We will respond within 20 working days. This is for work where the repair does not cause immediate inconvenience or present a danger to occupants or the public but should not wait for programmed maintenance. We will offer you an appointment for a specific morning or afternoon when the repair will take place.

Inspections: Some repairs need to be looked at before the work can be started. All inspections are done by appointment within 10 working days. If your repair needs to be inspected, you will be offered the first available appointment. For emergency repairs, we will call at your home within the above response time but for all other repairs we will agree a specific morning or afternoon when the work will be done or a contractor will contact you to arrange a date.

If a repair worker does not arrive within the response time or keep to a specific morning or afternoon agreed with you, please contact us and we will investigate the matter.

Appointment times: Appointments are usually Monday to Friday between 9am – 4pm, although we provide an out of hour’s emergency service after 5pm Monday – Friday and on weekends and bank holidays.

Generally, appointment times are given as a morning appointment or an afternoon appointment.

Morning appointments are between 8:30am until 1pm

Afternoon appointment are between 1pm until 4pm

Rechargeable Repairs:

All repairs are potentially rechargeable. In exceptional circumstances, the TMO may insist on undertaking certain repairs that will then be recharged to those responsible for the damage, repair or neglect.

Repairs can also be recharged retrospectively, as it may not become apparent until after the job is complete that the work is rechargeable. For example, if we repair a blocked toilet, and subsequently discover the fault was caused by a tenant flushing nappies down the toilet, we would recharge the tenant for the repair work.

Cranston TMO will recharge you the cost of the repair for one or more of the following reasons:

  • The repair was a result of an action by you, your relatives or guests
  • The repair was a result of work undertaken by you or by others on your behalf
  • The repair is your responsibility to undertake in accordance with your tenancy conditions
  • Another specific reason you are advised about
  • You may be charged for forced entry to your home if you fail to allow gas contractors access for the annual gas safety check, or access is refused where a problem in your property is causing damage to another dwelling and access is not given