All other repairs will be carried out at a time agreed with you. This type of work will include:

• Electrical work
• Structural repairs – a leaking roof, for example: a water facility no longer working/ glazing repairs
• Internal joinery – such as doors, window frames and floors
• Small plumbing repairs
• Minor wall and ceiling plaster defects
• Kitchen fittings repairs, such as worktops and cupboards

There will be some repairs that will take longer than others because we need to put them into an improvement or planned maintenance programme. We do this because it makes sense to carry out certain types of work together – we can organise it better and its better value for money. In this case we will let you know and may carry out temporary repairs in the meantime. Examples would include:

• Rebuilding of garden walls
• Replacing fencing or gates
• Gutter repairs
• Pointing to brickwork
• Major improvements
• Repairs to be carried out as part of a future planned improvements programme (see the Improving Your Home leaflet for more information)

Programmed work - these are larger works planned on an annual basis, such as:

• External decoration
• Heating servicing
• Gutter repairs
• Pointing to brickwork
• Major improvements

Preventative maintenance

This includes maintenance work, servicing and testing that we carry out on a regular basis and includes, but is not limited to External painting (5-7 year programme) and Gas heating servicing and testing (annually).

Who’s responsible for decorations?

• Charter looks after external decoration and communal hallway areas in blocks of flats.
• Tenants look after internal decoration and have to keep it to a good standard.

How recharges apply

You should report a repair as soon as you know about it. If you are leaving the property, for any reason, we’ll need your home to be in a good condition and for any repairs that are your responsibility to have been done before you go. If it isn’t, we can refuse to allow you to transfer or exchange, or may recharge you for the cost of any work needed before your home can be re-let.

When compensation is given

Charter’s customers can demand the highest possible quality of management and maintenance service. We will respond to repair problems in an efficient and helpful way. All work is carried out by carefully-selected contractors. If we fail to meet our own standards, our tenants and licensees should be compensated for any loss or inconvenience.

Your right to repair

Under certain circumstances, you have the right to have minor repairs carried out to your home and recover most of the cost from Charter. Before exercising that right, you need to contact Charter to give us the opportunity to carry out the work, and to establish if there are justifiable reasons for not completing the repair.

There are only certain repairs that fall within your right to repair. If you need advice on those which do, please call the maintenance team.

What do you think of our service?

We carry out tenant satisfaction surveys by telephone for a percentage of all repairs carried out. We will ask you on a scale of 1 to 10 to rate the overall service you have received. If you response is less than 10 we will ask you what we need to do to make your response 10. It is important that you tell us honestly what you think. We take all your comments seriously and try to change our services whenever possible to do things in the way our tenants want us to.