Reporting repairs
We aim to provide a good quality, efficient repairs and maintenance service to all of our customers. Jigsaw Maintenance carry out Emergency Repairs, non-critical repairs, Gas and Electrical Safety checks to your homes. If you need a repair to your home, you can report this to us in a number of ways.
Choose from the index:
- How to report a repair
- Emergency repairs
- Repair priorities
- Appointments
- Repair responsibilities
- Pre-inspections
- Redecorations
- Adaptations (People with disabilities)
- Customer satisfaction and complaints
How to report a repair
We aim to provide a good quality, efficient repairs and maintenance service to all of our customers. If you need a repair to your home, you can report this to us in a number of ways. You can report repairs:
- Online – Click here to log a repair online
- By telephone, calling our Connect team on 0300 111 1133 or 0300 011 1144 (including out of hours emergency number). Tenants in Miles Platting can call us on 0800 234 6826.
- In writing
- By e-mail
- Via any member of staff
- You can also report non-urgent repairs to us by contacting us through our Facebook page or on Twitter.
Help us to Help you…
While we have taken the necessary measures for our technicians to work safely in your home there are steps you can take to help. Please kindly follow the instructions below:
- Upon arrival our technician will display their official identification
- Allow our technicians access to your home to complete the repair or gas safety check
- Clear any personal items in or around the area our technician will be working on
- Keep children and pets away
- Open windows if possible to allow fresh air to circulate
- Please do not offer our technicians tea, coffee or other refreshments.
Emergency repairs
For emergency repairs, please call us. If you are calling outside our working hours, please use our main number above.
If you smell gas, please call the National Gas Emergency Service on Freephone 0800 111 999.
Where applicable, a suitable date and time for the appointment will be selected for an internal or external approved contractor to attend and a works order issued. Where an appointment is not available, the contractor will be issued a works order and requested to make contact direct with the tenant to book in for the works to be completed. The same priority system for these repairs will be adhered to as detailed in the Repairs priorities section below.
Repairs completed in one visit
We will try to ensure that repairs are completed in one visit to the resident’s home, wherever possible. If the repair cannot be completed in one visit we will agree an appointment to return and complete the work at a mutually convenient time.
Keeping tenants’ informed of delays
If a repair requires parts or materials that must be ordered, the repair may not be completed within the published timescale. In this case, we will inform the tenant of the likely date for completion of the repair.
Repair priorities
We set target response times for carrying out repairs reported to us. Jigsaw Group operates four repair priorities set out below:
Job Priority and Target Response Time
Emergency repair (Priority 0): – Up to 24 hours
Urgent repair (Priority 1): – Up to 5 working days
Essential repair (Priority 2): – Up to 15 working days
Routine repair (Priority 3): – Up to 90 working days
- Emergency repairs are defined when there is an immediate risk to the health & safety of a tenant/occupant, or where there is a danger of serious damage to a buildings structure.
- Urgent repairs are defined when a situation is causing a tenant discomfort, inconvenience and nuisance and it is likely to lead to further deterioration if the problem persists.
- Essential repairs are defined where faults or defects are not causing an immediate discomfort, inconvenience and nuisance to the tenant/occupant and with no risk of long term deterioration of the building.
- Routine repairs are categorised when an initial repair attendance results in more complex or substantial work being required to complete the repair in full. These tend to be longer duration repairs or replacements that require organisation of materials, access equipment and on occasion, support from specialist contractors.
In some instances only a temporary repair will be carried out to make a situation safe and secure. Once this has been done, arrangements will be made with the tenant to complete the full repair within an appropriate timescale. In rare cases where heating repairs cannot be completed within 24 hours, forms of temporary heating will be supplied by Jigsaw Group.
Major works are repairs which are deemed to be more extensive than a routine repair then a further category applies which is classed as ‘Major Remedial works’.
Emergency repairs:
Examples of Emergency repairs are:
- Complete power failure to property
- Burst water pipes, excessive water ingress
- Blocked drains and toilets where sewage is overflowing into the property
- *Complete failure of heating and water systems
- Dangerous or insecure structures
- Insecure external doors and low level windows
- Offensive graffiti
- Instances of flood and fire
- Complete failure of warden call system.
*Complete failure of heating and water systems are classified as an emergency repair during periods of extended low and sub-zero temperatures i.e. commencing late autumn and through the winter when temperatures are consistently less than 5 degrees. During the warmer months of the year, generally commencing early spring through to the autumn, where temperatures tend to range from mild to hot, no heating and hot water repairs are classified as urgent repairs. We treat these with the highest priority and we will offer the first available appointment for attendance.
Urgent repairs:
Examples of Urgent repairs are:
- Blocked drains and toilets (rechargeable to tenant)
- Partial loss of communal lighting
- Roof leaks where water is present
- Partial heating or hot water failure
- Leaking boiler/radiators
- Faulty door locks, handles and closers
- Faulty communal aerial
- Intermittent smoke or CO detection beeps.
Essential repairs:
Examples of Essential repairs are:
- Minor repairs to internal joinery such as kitchen units, window-frames/catches, floorboards, floor tiles, skirting boards, banister rails and doors
- Replacement internal doors
- Glazing repairs including handles, vents and double glazed units
- Faults with extractor fans and or other forms of ventilation
- Partially blocked and defective gullies / rainwater goods
- Intermittent electrical faults to lights and sockets
- Dripping or leaking taps and showers
- Replacement taps and showers
- Low water pressure
- Loose wall tiles and defective sanitary sealants
- Small area plaster repairs
- Mould washes
- Minor roof repairs including broken/slipped tiles and water staining where no leak is evident
- Replacement of defective radiators, storage heaters and electric fires.
Routine repairs:
Examples of Routine repairs are:
- Repairs or partial replacement to external paved areas, fences and boundary walls
- Damp prevention works including tanking, plastering and associated decoration
- Roof repairs requiring scaffolding and/or other forms of access equipment
- Repair works to rooflines including gutters, facias and soffits
- Plastering of walls and ceilings larger than a 10m2
- Repointing to large areas of brickwork or paving
- Timber floor replacements
- Wet room flooring replacements
- Partial kitchen or bathroom replacements i.e. a replacement of multiple units, worktops, sinks, baths and shower enclosures
- Replacement individual external doors and windows that don’t pose an immediate health & safety risk.