We know how frustrating it is when something needs fixing in your home.
Grosvenor Hart Homes (GHH) have a responsive repairs policy, and we are committed to working with our repairs partners to fix problems as they arise in your home so you can maintain a high-quality home.
We want to make it easy for you to log a repair request.
You can report a repair in the following ways:
By phoning 01244 563777 (within core office hours: Monday-Friday, 9am-5pm)
By emailing tenant.support@grosvenorhart.com
By visiting our office: 3 St Johns Court, Vicar's Lane, Chester, Cheshire, CH1 1QE
By completing a Repairs Request form on the My Home tenant portal
Please note that the above will NOT be monitored outside of core office hours so if you have an emergency outside of office hours, please use the out of hours emergency repair contacts below.
If you are a GHH tenant and you need to report an emergency repair issue outside of GHH office hours (i.e. after 5pm, on weekends or bank holidays), please contact the following:
For plumbing emergencies (such as boiler breakdown, water leak and loss of power supply for gas or electric): please call Barlows Plumbing and Heating on 01948 822128.
For general emergencies (such as: damage to the property's doors or windows, locksmith): please call Ebbrell Construction Ltd on 07831557577.
If you are unable to get a response from either Barlows or Ebbrells, please call 0800 048 5705
The types of issues that require an emergency repair are cases where there is a danger to health and safety or security if they are not addressed urgently.
These may include the below instances:
You have a gas leak- refer to the section on this page on what to do if you think you have a gas leak below
You have a carbon monoxide alert- refer to the section on this page on what to do if you think you have a carbon monoxide link below
There is a water leak- where the water cannot be turned off or the leak is not contained.
You have no water at all
There is an electrical hazard in your property e.g. exposed wiring
You have no electricity or power at all.
You have no hot water.
There is damp and mould in your property impacting your health or ability to breathe
Your only toilet is broken.
Your home is not secure e.g. your locks are broken.
Your heating is not working in the winter months.
There are significant structural defects or disrepair in your property
Any other incident where there is a significant and imminent risk of harm.
Due to the nature of emergency repairs, they may be temporary and/or not guaranteed like for like finish. A more suitable or permanent finish will be addressed in office hours following the completion of emergency repair.
Please be mindful that if you call and arrange an emergency contractor and the issue is deemed not to be an emergency, you may be required to contribute to the cost of the callout.
If you can smell gas in your property or think there could be a gas leak, please call the National Gas Emergency Service on 0800 111 999 immediately and take the following steps to keep yourself safe:
You can find more information about what to do if you suspect you may have a gas leak on the Cadent Gas website: https://cadentgas.com/smell-gas
If you suspect that you may have a carbon monoxide leak in your property i.e. if your carbon monoxide alarm starts beeping, you should immediately do the following:
Open all doors and windows
Move outside into fresh air
Call the National Gas Emergency Services on 0800 111 999
Immediately phone the GHH office on 01244 563777 WITHIN OFFICE HOURS (our office hours are Monday to Friday from 9am-5pm) or OUTSIDE OFFICE HOURS please call 0800 048 5705 to notify us of the issue
If your hot water or heating is impacted and it is OUTSIDE OF OFFICE HOURS (i.e. after 5pm, on weekends or bank holidays), please call our emergency out of hours repair partners:
For more information, please visit https://cadentgas.com/suspect-carbon-monoxide
If you have a water leak, please immediately turn off the water supply at the stop cock by turning the stop cock clockwise i.e. to the right. Please see your tenant handbook for guidance on how to find the stop cock for your property.
You should then contact GHH or if it is outside office hours (i.e. after 5pm, on weekends or bank holidays), call Barlows Plumbing and Heating on 01948 822128.
When we receive a repair request, we will categorise the request and endeavour to fix the repair in line with our timescales for fixing maintenance issues, which are outlined below:
Category | Definition | Timescale |
Emergency | Issues where there is an emergency hazard that is presenting imminent and significant risk of harm to people or property | As soon as is practicable- we will prioritise the most urgent matters and will always respond within 24 hours to investigate and complete any required work to make the property safe . In some cases, it may not be possible to permanently fix the issue immediately, but we will ensure the issue is contained/made safe within 24 hours until the repair can be completed. There is more information below about the next steps we take after attending an emergency repair. |
Urgent / Significant (as defined under Awaab's Law) | No immediate risk but if not addressed in the short term could worsen. This is where there is a 'significant' hazard which could cause harm if not dealt with urgently. | Within 3 working days of the report we will make the property safe and complete any further investigation within 10 working days of the report. There is more information below about the next steps we take after attending an urgent repair.
|
Routine | Smaller projects where there is no immediate risk of harm to people or property e.g. dripping tap, leaky guttering, pointing brickwork. Where necessary, this may involve more than one visit. | Within 10 working days of the report |
We are committed to meeting the requirements of Awaab's Law. This law sets out how we must deal with any repairs where there is a potential significant or emergency hazard.
Once your repair request has been processed, the GHH team will be in touch to discuss the next steps and where required, arrange a suitable time for a contractor to come to your home to investigate a hazard and make the property safe within the timescales outlined above. Our team may ask you about any health issues or other vulnerabilities you may have to help us assess the issue.
After we investigate the issue, we will share a written summary updating you on the findings and let you know whether any additional work needs to be done. If there is additional work required to address an emergency or significant hazard, we will usually begin this work within 5 working days and complete them as soon as possible and within 12 weeks.
Please let us know as soon as possible if you need to re-arrange a repair appointment by emailing tenant.support@grosvenorhart.com or phoning 01244 563777
When someone attends your property for a repair, please make sure you ask to see an ID badge before you allow them into your home. You should follow any safety advice given to you by a contractor or GHH.
It is the joint responsibility of us at GHH and you as a GHH tenant to keep your home well maintained and in a good condition.
Your tenancy agreement sets out what you are responsible for in your property and what GHH is responsible for. The list below provides an overview of this.
Keeping homes and gardens clean and tidy
Repairing, maintaining, and fitting any appliance you have installed.
Allowing us into the home to carry out repairs, safety checks and inspections (e.g. annual gas, solid fuel and oil servicing and safety checks)
All painting and decorating inside the property. If you make any changes to the decoration, you will need to put the property back to how it was when you moved in
Preventing pipes from freezing or bursting
Preventing and controlling condensation
Draught proofing
Curtain rails, washing lines, doorbells, coat hooks and any other tenants’ fittings
Minor adjustments to kitchen units, cupboards, and drawers
Cleaning extractor fans
Wall and floor tiles
Fixing toilet seats
Bleeding radiators- this will remove any trapped air from your radiator and ensures the hot water reaches the whole system so that your radiator is working efficiently.
Replacing glass in windows and doors unless the damage was vandalism reported to the police (a crime number should be requested)
Resetting electrical trip switches
Replacing plugs and chains on baths, basins and sinks
Replacing keys or locks
Replacing light bulbs, plugs and fuses to appliances
Dealing with pests (local councils may be able to help with this)
Clearing blockages in basins, sinks, baths, and toilets
Any damage caused by forced entry at the tenant’s request
Fencing repairs including the application of timber preserves
Any damage to floor coverings that is not fair wear and tear.
Remember, we are more than happy to provide you with help and advice on dealing with any of the things on this list so do get in touch if you need to.
Floor coverings including laminate flooring
Mending a leak from plumbing pipes
Repairing a toilet that doesn’t flush
Mending a broken gutter
Repairing a broken window catch
Replacing slipped roof tiles
Filling plaster cracks
Maintaining communal entrance halls, stairwells, and external areas
Fixed kitchen appliances
We want your home to be your own and for you to bring your own personal touch to it. We are happy to consider home improvements you want to make, but we will need to provide permission for any improvements or alterations. If you want to make a home improvement or alteration, please contact us by phone on 01244 563777 or email us at tenant.support@grosvenorhart.com and we will let you know what details we need to consider your request.
If you require an adaptation to your property, please contact us by phone on 01244 563777 or email us at tenant.support@grosvenorhart.com
You can find out more about our approach to repairs and maintenance in our Repairs Policy, which is available here.