Reporting Repairs
To Report A Repair
Call us free on 0800 731 2030
Visit any of our offices
Email repairs@wandle.com
Write to us at Wandle HA, Freepost RLUX-XTAJ-CCGH, London SW4 9LA
Boilers and central heating repairs: Call K & T Heating free on 0800 092 2420
Emergencies: Call 0800 731 2030 during office hours (9am to 5pm, weekdays). Outside office hours call Wandsworth Technical Services on 020 8871 6900.
PLEASE NOTE: The out-of-hours repairs’ service is for genuine emergencies only. An emergency is something that threatens your property or the health and safety of your family and can’t wait until the next working day. If it isn’t an emergency you will be charged a minimum call out fee of £150. Check your Residents handbook for further details of what we regard as an emergency.
Repair responsibilities: we are responsible for some repairs to your home but you are also responsible for some repairs. These are set out in your tenants handbook but you can click to see a summary list of repair responsibilities.
Gas servicing
K & T Heating, our gas contractors, service gas boilers, radiators, water heaters and fires once a year. Under the Gas Safety Regulations 1998, you must give access for the inspection to be done during normal working hours. The contractors will also inspect any gas appliances you own, and will disconnect any they find to be unsafe under the regulations. If after repeated attempts, you do not give us access to do this, we will take legal action against you.
Repair priorities
We have set target times for completing repairs. We expect to meet these targets at least 90% of the time.
Emergency repairs: Response within 24 hours: repairs necessary to avoid danger to residents or serious damage to the property.
Urgent repairs: Response within three working days: repairs necessary to prevent further damage to the property, or follow-up repairs after an emergency.
Routine repairs: Response within 10 working days: non-urgent repairs to the property, or follow-up repairs after an emergency.
Routine Repairs: Response within 22 working days: non-urgent repairs requiring parts or items to be ordered.
Your rights to repair
If we have classed a repair as an emergency or urgent but don’t get it done within the time, you may be able to get the work done and send the bill to us. You must use approved contractors and check that you did first report your repair to us. Check your acknowledgement slip to see if your repair falls into the emergency or urgent category.
Charges for damages
If you order a repair that is needed because of damage caused by you or someone staying in or visiting your home, you will be charged for the cost of the work. The charge will include an administrative cost. If damage is caused by a break-in or vandalism, you should first report the incident to the police and give us the crime reference number.
