Repairs

Blenheim Gardens RMO staff aim to provide you with the best possible repairs service to your home and communal areas. The repairs service forms part of your tenancy agreement or lease agreement and this charter contains clear information regarding the level of service you can expect from us.

You can download the Repairs Manual for reference.

You can download a list of repairs and who is responsible for them.

The RMO also operates an assisted and enhanced repairs and maintenance service to our disabled and vulnerable residents. Please contact the estate office for more details on our ‘Helping Hands’ repairs service.

Blenheim Gardens RMO signs up to the Chartered Institute of Housing Repairs Charter.

By signing up to the charter, Blenheim Gardens RMO is making public our commitment to provide a high quality repairs service, and specifically, our accountability to our residents for its delivery. The charter is a framework for improvement.

Estate lighting repairs

Please report any lighting lighting problems on the estate to the housing office and remember to note the number on the column in order to report it (e.g. column 057).

Awaab’s Law

Blenheim Gardens is committed to following the new procedures following the introduction of Awaab’s Law. For more information please click the following link; Awaab’s Law (Mould and Damp) – Blenheim Gardens RMO

How to report a repair

• By telephone. You can report a repair on 020 7926 0158, 0159 or 0161
• In writing. You can write to us at:
  Blenheim Gardens RMO
  24 Prague Place
  Blenheim Gardens Estate
  London
  SW2 5ED
• In person. You can visit us in person at the estate housing office.
• Email. You can email the estate office at blenheimgardens@lambeth.gov.uk
• By text message. You can report all non-urgent repairs 24-hours a day via text message to 07903 824 072. Please remember to include your contact details.
• Online

What happens when I report a repair?

When you report a repair we promise to:

• Let you know whether the repair is covered by the tenancy agreement or rechargeable to you.
• Let you know whether a repairs order will be raised immediately or if an inspection is required.
• Offer you an appointment and give you a job reference number for your records.
• Confirm all appointments in writing unless you have specified an alternative contact method. Appointments are available in two hours slots between 8am to 4.30pm Monday to Friday. Late night Thursday util 7pm and Saturday between 8.30am and 1pm. (Appointments for Thursday evenings and Saturday mornings relate to non-urgent repairs booked at least seven working days in advance.)
• Change any appointment for you as long you give us at least two full working days’ notice.
• Keep all appointments. In some cases we may need to change your appointment, and will, with the exception of an emergency, give you at least one full working day notice.
• Carry out repairs monitoring surveys after each repair has been completed to ensure satisfaction.
• Ask you to complete a satisfactory form (this may be over the telephone) to ensure you are happy with the work. We will investigate all cases were you tell us that the service is not to the expected standard.
• Keep you informed of any changes or delays to the repair to be execute.
• To always be polite, helpful and treat you and your home with respect. We will clean up after the work has been completed.
• Give you a £10.00 gift voucher as compensation if an appointment is missed or a repair is completed late. For a late emergency repair, we will give you up to £50.00.

Repairs you are responsible for

• Door latches and fittings in your home
• Cupboards and cupboard handles and hinges
• Letter and milk boxes
• Sink plugs and chains, toilet chains, toilet seats and tap washers
• Small faults and cracks in plaster
• Minor damaged floor tiles, where they are the fault of the resident
• Hot water cylinder jackets
• Any internal doors or glass
• Wallpaper and paint inside your home
• Blocked sinks and drains caused by misuse

Recharges

You will be recharged for the following repairs:

• Forcing entry in to your home after you have lost your keys
• Any repair which is your responsibility (as above)

Please let us know when someone can be at home to let us in. You should also check identification before allowing anyone into your home. All our staff carry identification.

A copy of the RMO’s recharge policy for repairs is available on request.

Repairs during office opening times

We will carry out a range of repairs during normal working hours. Classification of these repairs and examples of the type of repairs under each classification are:

Emergency repairs (attended to within 24 hours)

These will be attended to within two hours with full repair within 24 hours, unless otherwise stated.

So you or another responsible adult must wait there to make sure that we have access to your property. We will make safe the repair and if possible, fix the repair:

• Stopping water flowing back into your sink, basin, toilet pan or bath
• Repairing heavy leaks
• Repairing total loss of electrical power
• Repairing total loss of mains water supply (unless water authority has cut off the supply)
• Stopping water leaks from heating system
• Clearing blocked WC pan or soil stack
• Clearing blocked drains
• Toilet not flushing (where there is no other working toilet in the property)
• Repairing heating (between 1 October and April 30 only).

Urgent repairs (attended to within three calendar days)

• Clearing blocked sink, bath or basin
• Loose or detached banister or handrail
• Repairs which, if not dealt with, would cause a safety risk
• Repairing electrical supply (if supply not completely lost)
• Repairing water supply (if supply not completely lost)
• Repairing a tap that cannot be turned off
• Repairing room or water heating (between 30 April and 1 October only).

Non-urgent repairs (offer and appointment within seven calendar days)

• Repairing or replacing a broken, unusable or blocked toilet pan if there is another toilet in the property
• Repairing a running overflow; Tenants and all repairs that cause concern or nuisance to elderly or disabled tenants, unless they are priority 1 or priority 2 repairs
• Repairing lighting in common areas
• Repairing a minor leak, which can be treated by patching, generally after rain has stopped to allow safe access to roof
• Repairing door entry phones
• Repairing a mechanical extractor fan in a kitchen or bathroom
• Clearing blocked grids and gully holes
• Clearing or repairing blocked or leaking gutters and rainwater pipes
• Repairing doors and windows (unless the property is not safe)
• Repairing or replacing glass in doors and windows (with crime number if not shared).

Routine repairs (offer an appointment within 28 calendar days)

• Clearing blocked grids and gully holes
• Clearing or repairing blocked or leaking gutters and rainwater pipes
• Repairing doors and windows (unless the property is not safe)
• Repairing or replacing glass in doors and windows
• Repairing plasterwork after other repairs have been done.

Planned repairs (offer and complete within 90 calendar days for planned replacements, structural and roof repairs).

Examples of these repairs could include:

• Repairing plasterwork after other repairs has been done
• Work done as part of a programme of general building maintenance
• Other repairs that we must do within special contract times (for example, as set out by a legal notice)
• Servicing systems (clearing guttering, drainage or clearance).

We also carry out a range of repairs that are within planned repair contracts, such as CCTV. Details of the repair times can be obtained from the RMO office.

To help us deliver a great service, you can help us by:

• Taking the time to read our information and contact us at any time with queries
• Letting us know, in your first few months, if we have not met our Lettable Standard
• Reporting repairs timely.

For out of hours emergency plumbing repairs, please call TW Drainage on 0800 121 6122 .

For out of hours emergency electrical repairs, please call RMA Stewarts on 07891 885 774

For out of hours emergency gas and heating repairs, please call Clapham Heating on 07845 028 636

updated 07/11/2025

Attachments

OAP Decoration form
Repairs Manual
Repairs responsiblity 2019 PDF