During your tenancy, your home will need repairs and maintenance to ensure it remains in good condition. This is a shared responsibility between you, as the tenant, and Brunelcare, as your landlord. Your tenancy agreement will detail this and you can also refer to our Repairs Responsibilities document towards the bottom of this page.
Repairs responsibilities are slightly different for people living in shared ownership and leasehold properties. You should refer to your lease agreement for specific details of repair responsibilities.
To report a repair, you can:
- Online: Fill out the online form below
- Call: 0117 914 4527 during office hours (Monday – Friday, 8.30am – 4.30pm)
- Call: 0800 072 6308 or 01323 690 827 if it is an Out of Hours emergency
- Email: [email protected]
- Alertacall: Report a repair through your device
- Visit: one of our site offices or Brunelcare’s Head Office in person
- Write: to us at Head Office, Saffron Gardens, Prospect Place, Whitehall, Bristol BS5 9FF
Repair Response Times
We will assess each repair on a case-by-case basis, looking at how serious the repair is, as well as any vulnerabilities or individual circumstances that could make the impact of the repair worse.
Our repairs service is delivered through a combination of our in-house labour team and specialist contractors. When liaising with the repairs team, you will be informed about who will attend. All repairs staff will wear an ID badge and clearly identify themselves when they arrive to complete a job.
- Emergency Repairs
Emergency repairs are required when there is a risk to life, a real threat of serious injury or damage to property.
When we attend an emergency repair, we aim to make the situation safe within 4 hours and then arrange a further appointment for any further work that is needed. Wherever possible this will be done within 24 hours.
An emergency could include:
- No water
- Flooding
- Blocked drains
- No heating or hot water (31 October to 1 May)
- Fault with electricity supply, or unsafe electricity fittings
- Breaches of security to outside doors and windows
- Gas leak
- Failure of a lift
- Emergency Out of Hours Repairs
This service operates outside of our office hours, which are Monday – Friday, 8.30 am – 4.30 pm.
Emergency Out of Hours Repairs are defined as:
- Any fault that could lead to the death or injury of occupants, staff, visitors or the public.
- Faults likely to cause extensive damage to a building and its contents.
- Faults that are likely to lead to a contravention of Health and Safety regulations and could result in a danger to life and limb.
Outside of normal office hours, either notify our designated call centre or phone the out-of-hours telephone number. If a call is received which constitutes an emergency repair, a suitably trained operative or contractor will be dispatched to attend the repair.
In some situations, it may only be possible to attend and make the situation safe and secure pending further attendance and full completion of the repair during normal working hours.
Where a call is received that does not meet the criteria for an out-of-hours emergency visit, tenants will be advised that they will be contacted on the next working day so that a daytime repair can be logged and an appointment agreed upon.
- Urgent Repairs
We aim to complete urgent repairs within 1-3 working days.
These are repairs where the situation is causing discomfort, inconvenience or nuisance to the occupants or a third party and are likely to lead to further deterioration of the property if the problem persists.
Urgent Repairs could include:
- A follow up from an emergency repair
- A minor water leak
- A light not working in a communal staircase
- Loss of heating or hot water outside of the priority period.
- Routine Repairs
We aim to complete routine repairs within 14 working days.
Routine repairs are for defects that can be deferred without causing serious discomfort, nuisance or inconvenience to the occupants or third parties or long-term deterioration of the building.
Routine repairs could include:
- Repairs to doors, floors and windows
- Repairs to external walls, fences and paths
- Repairs to kitchen fittings
- Repairs to plasterwork
- Dripping/leaking taps or shower units
- Other minor plumbing repairs
- Repairs to tiling
Tenants’ Responsibilities
It is a tenancy condition that you must let us know if any repair work is needed. This could be routine repairs such as leaks, blocked drains, electrical faults, or serious defects that could affect the safety, security, or structure of the property.
You must keep the property safe, in good condition and free from rubbish. If any item is damaged through misuse, neglect, carelessness, vandalism or accidental damage, you must make sure it is replaced or repaired safely.
Tenants are also responsible for minor items of repair, maintenance and decoration.
You can see which repairs are the responsibility of tenants and which are the responsibility of Brunelcare as the landlord in this table:
Find Out More…
You can find more information about how we deal with repairs in Brunelcare’s Responsive Repairs Policy.