Who we are

Repairs Standard

We will carry out:

  • Emergency repairs within 24 hours. Our priority will be to make a situation safe and secure. Once we have done this we may order a full repair on a less urgent timescale
  • Urgent repairs within three working days when there is serious inconvenience, but no immediate health and safety risk
  • Routine works within 20 working days. This is for work where the problem does not cause immediate inconvenience or danger
  • Annual gas safety checks on all gas appliances supplied by Waltham Forest Housing. We will arrange an appointment with you beforehand

 

We will:

  • Provide a 24/7 emergency telephone repairs service – 020 8496 4197
  • Ensure you can report repairs by telephone through Customer Services on 020 8496 4197 and select option 1, via our website, email, letter or in person at the reception
  • Give you the job number and the contractors’ name and telephone number
  • Keep you informed of what actions we are taking and decide on what action (if any) is to be taken within 15 days
  • Give you the choice of appointments on routine repairs: early morning (8am – 9am), morning (9am – 12.30pm), afternoon (1pm - 3.30pm) or late afternoon (3.30pm – 4.30pm)
  • Confirm the appointment date and time by letter. You will receive a text the day before to confirm the appointment
  • Pay you compensation if a repairs partner fails to keep an appointment
  • Keep you informed about progress on any repairs to your home that are placed on a future programme of work
  • Ask you for feedback about the repairs service
  • Keep tenant representatives informed about repairs to communal areas.

 

When visiting your home, we and our partnering contractors will:

  • Keep to booked appointment times and give as much notice as possible if an appointment has to be rearranged
  • Carry a photographic identity card with a contact telephone number for confirmation
  • Carry language and Braille ‘flash’ cards to help customers who do not speak English
  • Wait outside while you check with WF Direct if you are not sure of our identity
  • Wear clothing suitable to work being carried out and arrive in a clearly marked vehicle
  • Behave in a polite and professional way at all times
  • Cause as little disruption and mess in your home as possible
  • Take care of your belongings and protect them from dust and debris
  • Clear any building material from inside your home at the end of each working day
  • Remove any building material in the garden or outside the property within 24 hours.
Back to top
A-Z of Services:
A
B
C
D
E
F
G
H
I
J
K
L
M
N
O
P
Q
R
S
T
U
V
W
X
Y
Z