Repairs FAQ's

1) What repairs am I responsible for as a tenant of SBHG?

View your repair responsibilities here

 

2) What repairs are SBHG responsible for as my landlord?

View our repair responsibilities here

 

3) How do I report a repair?

The quickest and most convenient way for you to report a non-emergency repair is by filling in this form.

 

4) How can I report an emergency repair?

You can report a repair, 24 hours a day 7 days a week. Please contact us on 0800 9170839 or 020 8996 4200

 

5) What is classed as an emergency repair?

This is what we class as an emergency repair.

 

6) How can I get an update on my repair?

When you book your appointment with us, you will be given a target completion date. If your target completion date has passed and you have not heard from us, please contact us on 0800 9170839 or 020 8996 4200.

 

7) What do I do if I'm not happy with the repairs that have been carried out?

We always try to ensure you are happy with the work we've carried out before leaving your property. If you are unhappy, we will do our best to put things right.

Please contact us as soon as possible by emailing customer.service@sbhg.co.uk or by calling 0800 9170839 or 020 8996 4200. 

 

8) When is my property due a new kitchen or bathroom?

For General Needs residents, our planned works programme operates on the following cycles:

  • Your kitchen will be considered for replacement every 20 years
  • Your bathroom will be considered for replacement after 30 years
  • Cyclical decorations will be considered every 7 years
  • Windows will be considered for replacement every 30 years

 

9) I need to cancel/change my repair appointment, how do I do this?

To cancel or change your appointment, please contact us as soon as possible. Email customer.service@sbhg.co.uk and include in the subject heading 'I need to change/cancel my appointment'.

Alternatively, call us on 0800 9170839 or 020 8996 4200.

 

10) I can smell Gas, what do I do?

View our Gas safety advice here.

 

11) What should I do if I suspect carbon monoxide leak?

If you suspect a carbon monoxide leak, do the following:

  • Open all doors and windows
  • Move outside into fresh air
  • Call the Gas Emergency Service on 0800 111 999

Carbon monoxide has no smell at all, making it very difficult to detect a leak. You can’t taste or see the gas either. Having working audible carbon monoxide alarms in your home and learning to spot the physical signs and symptoms of carbon monoxide poisoning is essential in minimising the health risks posed by a leak.

 

What are the signs to look for?

If you spot any of the signs below, it doesn’t necessarily mean there has been a carbon monoxide leak, but it’s better to be safe than sorry. The signs are:

  • Gas flame appears ‘floppy’ and burns orange or yellow rather than mostly blue
  • Pilot light frequently blows out
  • There is soot or yellow-brown staining on or around an appliance
  • You see or smell smoke or have excessive condensation in the room where you have a gas appliance

 

12) Where can I find more information about gas safety?

Visit our gas safety hub to find out more

 

13) Where can I find more information about electrical safety?

Visit our electrical safety hub to find out more

 

14) Where can I find more information about smoke alarms and fire safety?

Visit our fire safety hub to find out more

 

15) Where can I find more information about asbestos?

Learn more about asbestos here.

 

16) I've had a stock condition survey when can I get the results?

We carry out over 200 surveys a year to help plan future programmes. We will only contact you if you are due to be on a planned programme for the forthcoming financial year.