Friday 19 October 2018

Loss of heating at Kelson House, Isle of Dogs

We're aware of the heating failure at Kelson House. Unfortunately we're unable to access the plant room to fix the boiler due to a health and safety risk in the room. Works to make the plant room safe will be completed on Tuesday 23 October, we will then access the room on Wednesday 24 October to remedy the boiler. 

We are providing temporary heaters to all households but we need to limit this to two per households. Please contact us on 0300 123 9966 to request these and we will deliver these to you as soon as possible.  

Please accept our sincere apologies for any inconvenience that this issue may have caused and continues to cause. 


For you

    Report a repair
    When we need to carry out repairs or maintenance on your home we aim to provide a responsive, value for money service to make sure that you live in a safe, comfortable and secure environment.

    In line with our service standards we will:

    • provide a 24 hours, seven days a week service to report emergency repairs
    • make emergency repairs within 24 hours to ensure your safety
    • complete urgent repairs within five working days
    • address routine repairs within 20 working days and
    • carry out a gas safety check on your property each year.

    How to report a repair

    First check whether the repair is One Housing’s responsibility or yours. You can find out in your tenancy agreement or in our repair responsibilities checklist.

    Homeowners can report repairs or defects in communal areas to us but remember that you are responsible for keeping your own home in good repair. For more information please see our 'after you’ve bought' section.

    If you are a One Housing resident you can report a repair in several ways:

    It is now easier to report a repair online! No hassle, just give us your details and information about the issue, and we'll take it from there. 

    By phone
    Call our Customer Contact Centre on 0300 123 9966 or 020 8821 5300. Our opening hours are 8:00am - 6:00pm, Monday to Friday.
    For residents in Berkshire, speak to Housing Solutions on 0800 587 9941. Opening hours are: 8:45am and 5:15pm Mon-Fri and 10:00am to 4:45pm on Wednesday. Housing Solutions also offer a specific service for residents with hearing difficulties - please call 01628 638136. 

    By email
    For residents in London email cscmaintenance@onehousing.co.uk
    For residents in Berkshire, email contact@housingsolutions.co.uk. If you're a leaseholder or market rent tenant living in Berkshire, please do not report communal issues to Housing Solutions. 

    Emergency repairs
    If you need an emergency repair please call us on 0300 123 9966 (residents in Berkshire should call 0800 587 9941). Outside our normal working hours of 8.00am - 6.00pm your call will be diverted to our emergency out-of-hours service. Please do not call the out-of-hours service unless it is a genuine emergency.

    Homeowners can report repairs or defects in communal areas to us but remember that you are responsible for keeping your own home in good repair. For more information please see our 'after you’ve bought' section.

    What should you expect?
    You should expect to receive an efficient, reliable service. We will always try to deal with your issue as quickly as possible but we have to give some types of repairs more priority, for example, repairs for vulnerable residents who are old or who have disabilities.

    To find out how we prioritise repairs, see below or refer to our repairs policy.

    Emergency repairs
    We will attend and complete or make safe emergency repairs within 24 hours. Any follow-up work will need to be raised as a new job and treated accordingly.

    Urgent repairs
    We will attend for urgent repairs within three working days and complete them within five working days.

    Routine repairs
    In the case of routine repairs, we will attend within five working days and complete them within 20 working days.

    You can see examples of repairs that fall into each of these categories.

    Emergency contacts

    National Grid UK: If there is an interruption to your gas supply or an emergency, call 0800 111 999

    British Gas: If you smell gas, think you have a gas leak, or are worried that fumes containing carbon monoxide are escaping from a gas appliance, call the free Gas Emergency Services emergency line immediately on 0800 111 999.

    Thames Water: To report a leak outside your property boundary, fill in a form or call: 0800 714 614

    UK Power Networks: Report a power cut here or call 0800 3163 105

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