For Residents
We can help you keep your home in good condition through our repairs service for tenants and information about simple fixes and maintenance.

The speed in which we respond to your repair will be dependent on what’s wrong and how urgent the repair is. A full breakdown of repair timescales can be found below.

 

If you have any concerns relating to Mould or Damp issues, or your extractor fan isn’t working within your home please speak to you Housing / Support Worker immediately.
Or alternatively contact our Customer Services Team on 0121 663 1443 , info@springhousing.org.uk

Advice Leaflet Condensation Damp Mould

How do I report a repair?

There are a number of ways you can report a repair:

  • Call our Housing Services Team on 0121 663 1443
  • Email us at info@springhousing.org.uk
  • Write to us at: Spring Housing Association Limited Head Office, 22 Old Walsall Road Birmingham B42 1DT or to your local office.
  • Call into your local office and report a repair in person.
  • If you live in one of supported or specialist housing schemes, you can contact any member of staff at the service.

When you report a repair, we will need to know:

  • Your name and address
  • A contact telephone number or email
  • A detailed description of the repair i.e. what
    needs repairing and where the repair is
  • Confirmation of a convenient time for us to carry
    out the repair.

How long will it take?

The targets for responding to responsive repairs have been sorted into categories depending on the severity and urgency of the issue as shown below. The examples of the repairs are an indicative guide and not an exhaustive list.

Responsive Repairs
Code Repair Type Timescale MiS Category
1 Critical Repair Attended within 2 hours Critical
The below are indicative examples of critical repairs:

  • Damage or faults to a property where there is an immediate serious risk to persons or property, such as unstable structures or severe flooding
  • Gas leaks
  • Dangerous electrical faults
  • Failure of heating system in winter where occupied by vulnerable people
2 Urgent Repair Attended within 24 hours Urgent
The below are indicative examples of urgent repairs:

  • Complete lighting failures
  • Serious water leaks from tanks and pipes
  • Blocked drains
  • Re-glazing where its absence presents a lack of security
  • Blocked toilets (where there is only one toilet in the property)
  • Lift breakdown
  • Fire alarm systems faults
  • Emergency lighting faults
  • Fire door faults
3 Orange Repair Attended within 1 working day High
The below are indicative examples of orange repairs:

  • No hot water
  • Failure of heating system outside winter months
  • Failure of heating system in winter where not occupied by vulnerable people
4 Yellow Repair Attended within 3 working days Medium
The below are indicative examples of orange repairs:

  • Leaking pipes or waste traps
  • Faulty front door locks (not lock-outs which are the responsibility of the tenant)
  • Blocked toilets (where there is more than one toilet in the property)
  • Intermittent electrical faults
5 Routine YPS Repair Attended within 15 days Low (Children’s)
All other issues of a day-to-day repair nature where the person is placed in their accommodation by children’s services are routine YPS repairs.
5 Routine Repair Attended within 28 days Low (Spring)
All other issues of a day-to-day repair nature where Spring has responsibility to respond are routine repairs.
6 Routine Owner Repair Attended within 28 days Low (Owner)
All other issues of a day-to-day repair nature where the owner has responsibility to respond are routine owner repairs.
8 Routine Void Repair Attended within 1 working day Low (Void)
The below are indicative examples of routine void repairs:

  • Decorating
  • Boiler servicing
  • Gas safety check
  • Electrical safety check
  • Appliance safety check
  • Cleaning

Who carries out the repair?

A Spring Repairs Operative or contractor will carry out repair work needed in your home. You should ask them to show you proof of their identity (an ID badge) before you let them into your home.

Report a Repair

To report a repair please complete the below form.