Repairs and maintenance

Making sure that residents’ homes are in a state of good repair is one of our main priorities at Ashram.

For routine repairs you can email us at customerfirst@accordgroup.org.uk or complete an online repair request. You can also call us on 0300 111 7000. If you need to call us to report an emergency repair outside of normal office hours, your call will be transferred automatically to our out-of-hours service.

All residents are given a repairs handbook. The handbook tells you about the repairs service we provide to you and what we need to know to arrange a repair in your home. It also contains instructions on how to do some simple tasks yourself.

Before you contact us, please look up your repair problem on pages 15-46. You can find out what details we need to know about your repair. By giving us as much information as you can, you can help us get the problem fixed quickly.

When you contact us to report a repair, please have this book with you. Our staff have the same details on screen as in the book so they can talk through the problem with you.

The Customer First officer logging your repair will then give you a repairs order number and the name of the contractor who will come to complete the repair. They will also arrange a suitable date and time with you.
 

Our contractors

Before you let anyone into your home to carry out a repair, inspection or gas servicing, please ask to see their identity card. If you are at all unsure, ask the person to stay outside, and then call us on 0300 111 7000.

Residents were involved in the selection of our contractors and helped to set service standards.
 

Planned maintenance

When carrying out planned improvements we will:

• Contact you in advance
• Discuss choices with you, e.g. kitchen workshops or colours for front doors
• Go through the detail of the work and talk to you about any disruption involved
• Give you timescales for completion of the works.