Repairs
Report a Repair
Emergency
Safety Advice
Service Standards
Satisfactory Survey
Report a Repair
Repairs should be reported to Stone Lodge by filling in the online form below or emailing info@stonelodgegroup.com
Emergency
An emergency repair is where there is a risk to the health or safety of you or anyone else.
These are examples of emergency repairs:
- Heating loss
- Hot water loss
- Loss of water or burst water main
- Flooding or storm damage
- Loss of electrical supply or unsafe electrical fittings
- Breaches of security to outside doors and windows
- Gas leak or blocked flue
- Blocked main drains, soil pipe or sole WC
- Fire damage
Emergency Repairs will be responded to within 24 hours.
This page contains information about what to do about the following in an emergency:
Gas
If you smell gas:
- Call TRANSCO free on 0800 111 999
- Use a phone outside of your home. Using a phone inside, even a mobile, could spark an explosion,
- Do put out all flames, turn off the gas and open windows,
- To turn off the gas, the meter handle must be at a right-angle to the pipes
- Don't smoke, and Don't switch anything electrical on or off until the problem is fixed.
Smoke and fire
If you can smell or see smoke or flames:
- Get everybody out of the house and call the Fire Service on 999,
- Do Not try to tackle the fire yourself - smoke and fumes can kill in minutes,
- Don't go back into the house for any reason, until the Fire Service tell you it is safe to return your home.
If your smoke detector alarm sounds:
- Take your family to where it is easy to escape, in case there is a fire,
- Check all rooms for signs of smoke BUT feel around each door before opening it. Use the back of your hand and don't touch any part of the door that is metal. If there is any sign of heat, smoke or fire, don't open the door.
If your smoke detector goes off but there is no sign of smoke or fire:
- Something else may have caused the alarm to go off, and you may need to reset it,
- The battery may need replacing,
- Click here for advice on How to Take Care of Your Smoke Alarm
- Never try to remove a mains operated smoke detector.
Electricity
To turn off your electricity:
- Turn the mains switch to the off position,
- Make sure you know where the mains switch on the consumer unit/ fuse board is located in your home.
Water
To turn off your water:
- Turn the main stop tap to the right (clockwise) if you want to shut off the water in your home (e.g. to prevent flooding),
- Make sure you know where the stop tap is located in your home and check regularly that you can turn it.
Service standards
At all times we will try to put our customers first.
Our staff will:
- Answer telephone calls and letters promptly,
- Make an appointment with you if they need access to your home,
- Except in an emergency, carry out repair and inspection work between 8am and 6pm Monday to Friday, unless a different arrangement has been made with you,
- Introduce themselves and show you identification before coming into your home,
- Be polite, and respect your personal circumstances,
- Tell you how the work is progressing,
- Take reasonable steps to keep your home secure,
- Make sure you have water, electricity, heating and cooking facilities before they leave at the end of the day,
- Take away repairs and maintenance rubbish from your home and garden.
We expect you to:
- Be polite and helpful when speaking with our staff and contractors, just as our staff and contractors will be polite and show respect to you,
- We will not tolerate any tenant being abusive or violent towards our staff or contractors.
Check Identity Cards!
All of our staff and contractors carry identity cards. You should always check identity cards carefully before letting anyone into your home.
Contractors who work on behalf of Stone Lodge to carry out repairs or inspections will be able to show you details of the work they have been asked to do. The work will be listed either as a works order on paper, or on a hand-held electronic device.
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If in doubt - keep them out!
How Are Repairs Prioritised?
Repairs are organised into several categories. These are:
- Emergency Attend and make temporary repair within 2 hours where necessary with full repair within 24 hours
- Urgent
Completion of repair within 2 working days - Normal
Completion of repair within 5 working days - Planned
Completion of repair within 10 working days
Please note that when you advise us of the repair needed our Officers will need to put a priority against it and may decide to contact you or visit your house to check that the correct work is instructed. Once any necessary checks have been completed the job instruction will be issued with a priority as detailed above.
We want to hear about the service that you have received so we can improve. You can e-mail info@stonelodgegroup.com
At the end of your repair, you will be given a 'satisfaction form' to complete. This is used to monitor the performance of both Stone Lodge and our contractors. Alternatively you can complete this on-line by clicking here