Call Trinity on 08453 313 121 for all non-heating repairs during office hours.

Log on to our website (www.connecthousing.org.uk), fill in our Feedback Form and submit to our offices or email or trinitypropertymaintenance@connecthousing.org.uk.

For GAS, HEATING and HOT WATER breakdown call IDM Ltd on
01274 60 33 33 during office hours.

For all EMERGENCY REPAIRS including gas, heating and hot water (outside office hours) please ring ATTENDO on
01977 663 667.

For all non-emergency repairs outside office hours, please wait until the office re-opens.

What happens when I report a repair?

During Office Hours

When you phone Trinity during office hours you will speak to their hotline team. They will ask you to describe what the problem is. Please be as specific as possible. They will advise you whether the repair is an emergency, urgent or routine repair, whether we will do it, you should do it or whether one of our Contracts Officers will call to assess the repair (a pre-inspection). They may also offer some ‘trouble-shooting’ advice, as the problem may not require a contractor to call.

For Out of Hours Emergency Repairs

The staff on the out-of-hours line do not work directly for the Association. We pay them to take the calls at night and weekends.

The staff will ask you similar questions to Trinity staff and advise you if it will be treated as an emergency and a contractor will be sent out. If it is not an emergency you will be asked to call Trinity the next working day. Most repairs can wait until the next working day. The contractor will contact you directly. They may not be able to completely fix the problem when they first call but will make it safe and report back to us on the next working day what needs to be done to complete the repair. They will then contact you again to arrange a time to return.

Appointments

Trinity staff will ask you how you wish to arrange access to have the repair completed and can set a morning or afternoon appointment with you there and then. They will take account of any specific needs you tell them about e.g. if you have a disability which means you need more time to answer the door or if the item requiring repair is vital to your condition, they will try to get it done as soon as possible.

What should happen when the contractor calls?

They should call when they say they will or phone you to tell you if they are delayed. If they fail to keep the appointment and do not explain why and re-arrange, please phone Trinity.

If you will not be in for an appointment, please phone Trinity to re-arrange. If you do not, they will call. They should leave a card in which case you must phone them immediately to re-arrange. If you don’t they may bill the Association for a ‘no access’ visit. In such instances your repair may be cancelled and you may be charged.

Brand new properties or newly refurbished properties

If you live in a brand new property, the builder will usually be responsible for carrying out repairs in the first year. These are called ’defects’. To report a defect please phone 0113 285 04 04. Our assets team will handle the call in the same way as a repairs call but we will send the builder out to attend to it. The response times are:

Emergency (for example a burst pipe) – up to 24 hours

Urgent (for example a slow leak) – up to 7 days

Routine jobs may take until the end of the ‘defects’ period which is usually 12 months. Please do not wallpaper until the 12 months has passed, as the plaster may need to dry out. As it does so, minor cracks may appear. This is nothing to worry about and you should use a filler available from DIY stores to fill these cracks before you paint or wallpaper the walls. If the cracks are more substantial, this may be picked up at a 12 months inspection and the builder may be asked to patch plaster the cracks.