Repairs and Maintenance
Will I get charged for repairs?
Generally no, but if the damage was caused by a tenant, family member or visitor Sheffield Homes will recharge the tenant for the repairs.
This is explained further in our leaflet about your tenancy conditions, You and Your Home.
Please take time to read the ‘You and Your Home’ leaflet because this explains your responsibilities along with ours.
Can I claim for damage caused to my home by a repair fault?
You must make sure the contents of your home are adequately insured as Sheffield Homes or the City Council will not compensate you for unexpected damage caused to fittings or personal possessions when Sheffield Homes or the Council is not at fault.
If a worker causes damage to your possessions when carrying out a repair, you should make a written claim to your Area Housing Office giving full details about how and when the damage was caused.
When Sheffield Homes carries out major work to your home which spoils decorations (for example, modernisation or extensive re-plastering), you may be able to claim money to help redecorate, this is called a decoration grant.
If a worker causes damage to your possessions when carrying out a repair, you should make a written claim to your Area Housing Office giving full details about how and when the damage was caused.
When Sheffield Homes carries out major work to your home which spoils decorations (for example, modernisation or extensive re-plastering), you may be able to claim money to help redecorate, this is called a decoration grant.
You can find more information about decoration grants along with the form by visiting the repairs section of our website.
How long will it take to do a repair?
Different timescales are set for carrying out different types of repairs for council tenants:
Q Category = same day: includes burst pipes, blocked toilets, gas leaks and total electrical failure
A Category = within 24 hours: includes heating breakdowns when you have no other way of heating your home, replacement of door locks and blocked drains
B Category = within 1 week: includes leaking roofs and light or electric sockets not working
C Category = within 4 weeks: includes loose fitting doors and windows, leaking guttering and loose floorboards
Q Category = same day: includes burst pipes, blocked toilets, gas leaks and total electrical failure
A Category = within 24 hours: includes heating breakdowns when you have no other way of heating your home, replacement of door locks and blocked drains
B Category = within 1 week: includes leaking roofs and light or electric sockets not working
C Category = within 4 weeks: includes loose fitting doors and windows, leaking guttering and loose floorboards
Sometimes an inspector will look into a non-urgent repairs first, calling at your home within two weeks. If he or she finds that work is needed, it will be ordered for you.
Maintenance work that isn't needed straight away but is required for the long-term good of your home is usually done through a planned maintenance programme. Repairs such as brickwork pointing or external painting are done at the same time to a whole street or estate.
Can I claim compensation for improvements I’ve made to a property when I leave?
The decision to pay compensation, and the amount, will depend on how long ago the work was done, the quality of the work / materials, and its current condition. An inspection will be carried out to assess these factors.
You will need to show that the Council or Sheffield Homes gave written permission before you carried out the work.
Checks will be made to ensure that the work was not part or fully funded by grants.
If you carried out the work yourself, consideration will only be given to the cost of materials (not labour, time, loss of income etc)
You cannot claim for improvements costing less than £50.
You must make your claim when you give notice to quit your tenancy, during the 4 week notice period, or up to 2 months after quitting. Claims will not be accepted outside these limits
To claim please fill in Form A in the “Tenants own improvements” leaflet and send it to us as soon as you have told us you are leaving. If you want to claim for more than three improvements please put the extra details on another form or a blank sheet and attach it to the main claim form.
When you claim you should send all the receipts that cover the work you have done along with your application form. These are necessary for us if we are to make a decision on payment easily and quickly.
How do I report an urgent repair?
If you have an emergency outside normal working hours, at weekends or Bank Holidays, please phone:
- 0114 273 0101 for burst pipes, boarding up doors and windows, no electricity supply and all heating breakdowns
- 0800 111999 for gas leaks
- 0114 273 7693 for lift breakdowns
You should tell us as soon as you notice that a repair needs doing by calling The Repairs Service Centre on 0114 273 5555.
Before you let anyone into your home to carry out repairs, always ask to see their identity card.
How do I report a repair?
You should tell us as soon as you notice that a repair needs doing by calling The Repairs Service Centre on 0114 273 5555.
Non-urgent Repairs can also be reported by:
- Emailing sheffield.repairs@kier.co.uk
- Send a Text Message to 0779 1920 923. Further information about this service can be found by visiting the ‘reporting repairs by text message’ page.
- Further information and the form can be found by visiting the tenants non-urgent repairs ordering page.
When you report a repair, you must tell us:
- Your name
- Your address
- Your phone number
- Your property reference number (from your rent voucher book)
- What and where the repair is
- When someone can call to do the repair
For non-urgent repairs, you can agree a morning or afternoon for someone to call. If you are out when a worker calls, they will leave a card, which you should return in 14 days to tell us when you will be at home. If you don't do this, the repair will be cancelled.
Emergency out-of-hours repairs
If you have an emergency outside normal working hours, at weekends or Bank Holidays, please phone:
- 0114 273 0101 for burst pipes, boarding up doors and windows, no electricity supply and all heating breakdowns
- 0800 111999 for gas leaks
- 0114 273 7693 for lift breakdowns
Before you let anyone into your home to carry out repairs, always ask to see their identity card.
This information is contained in a leaflet called 'repairs to your home' which is available to download or from any local area housing office or local First Point.
This leaflet is also available in fourteen other languages which can be downloaded from the translated leaflet section of our website
How long will it take for the repair to be done?
When you call to report a repair, you will receive a receipt that shows what repair has been ordered and how long it will take to complete.
Different times are set for different types of repairs:
Category “Q” Emergencies Same day
These include burst water pipes, blocked WC basin, gas leaks and total electrical failure.
Category “A” Urgent repairs within 24 hours
These include heating breakdowns where you have no other way of heating your home; replacement of door locks and blocked drains.
Category “B” Priority Repairs within one week
These include leaking roofs and a light or electric socket not working.
Category “C” Routine repairs within four weeks. These include loose fitting doors and windows, leaking guttering and loose floorboards. Some non-urgent repairs cannot be ordered straight away, but will be looked at by an inspector within two weeks of you reporting the fault. If the inspector finds that work is needed, then it will be ordered for you.
Planned maintenance
Different times are set for different types of repairs:
Category “Q” Emergencies Same day
These include burst water pipes, blocked WC basin, gas leaks and total electrical failure.
Category “A” Urgent repairs within 24 hours
These include heating breakdowns where you have no other way of heating your home; replacement of door locks and blocked drains.
Category “B” Priority Repairs within one week
These include leaking roofs and a light or electric socket not working.
Category “C” Routine repairs within four weeks. These include loose fitting doors and windows, leaking guttering and loose floorboards. Some non-urgent repairs cannot be ordered straight away, but will be looked at by an inspector within two weeks of you reporting the fault. If the inspector finds that work is needed, then it will be ordered for you.
Planned maintenance
Work which does not need to be carried out straight away, but which is required for the long-term good of your home is usually done through Planned Maintenance.
Repairs such as brickwork re-pointing or external painting are done at the same time to a whole street or estate.
I have had some repairs carried out to my home that have damaged the decorations. Can I get a grant to help with re-decorating?
You can get an information leaflet entitled “DECORATION GRANTS – how to claim” is available at all Area Housing Offices. Or you can phone and ask the office to send you one out
You may qualify for a grant following damage to their decorations by:
- Modernisation
- Rewiring
- Extensive re-plastering
- Wall tie replacement
- Other major work (such as central heating installation)
If you have major work at your home and the work caused damaged to your decorations, a grant is normally paid automatically without any application having to be made.
It is normal practice for a re-decoration grant to be paid direct to a tenant’s rent account.
The current level of grant that we pay for redecoration work is £85.74 per room.
Please remember that the reason why we pay a grant is because we have carried out work that has damaged your decorations. This does not in anyway overrule our normal condition of tenancy (page 4, paragraph 6 of our “You and Your Home”) that makes it clear that you are normally responsible for internal decorations to your home.
You may qualify for a grant following damage to your decorations caused by :-
- Modernisation
- Rewiring
- Extensive re-plastering
- Wall tie replacement
- Other major work (such as central heating installation)
For further information please see the information leaflet “DECORATION GRANTS – how to claim”.
How do I make an enquiry about a repair I have already reported?
If you have already reported a repair and have an enquiry about that repair, the best way to make the enquiry is by calling the ‘repairs service centre’ on 0114 273 5555.
I’ve lost my door keys, what should I do?
The current Sheffield Homes conditions of tenancy entitled “You and Your Home” (page 4) states that:
“We will not repair any damage caused by you, members of your household or guests, deliberately, or through neglect or carelessness”
What this means is we cannot place an order to gain entry & change the lock until you have read and signed the form showing the cost of work and acknowledging that these charges will be made to you.
You can telephone your local Area Housing Office to report the lost but you will have to sign the forms as soon as possible.
If you are in one of our Area Housing Offices please go to the reception where a member of staff will be able to help you complete the form.
If you think your keys have been stolen, you must tell us your police incident number. The police will give you this reference number when you report the theft to them.
If you have household insurance provided by the council, special rules apply if the keys are stolen.
Once again you need to provide a police incident number to confirm that the loss of keys has actually occurred as a result of theft rather than just negligence. Insurance cover under the Council’s scheme is only for new locks
where keys have been stolen.
“We will not repair any damage caused by you, members of your household or guests, deliberately, or through neglect or carelessness”
What this means is we cannot place an order to gain entry & change the lock until you have read and signed the form showing the cost of work and acknowledging that these charges will be made to you.
You can telephone your local Area Housing Office to report the lost but you will have to sign the forms as soon as possible.
If you are in one of our Area Housing Offices please go to the reception where a member of staff will be able to help you complete the form.
If you think your keys have been stolen, you must tell us your police incident number. The police will give you this reference number when you report the theft to them.
If you have household insurance provided by the council, special rules apply if the keys are stolen.
Once again you need to provide a police incident number to confirm that the loss of keys has actually occurred as a result of theft rather than just negligence. Insurance cover under the Council’s scheme is only for new locks
where keys have been stolen.
A not-in card from Kier has been left at my home. What should I do?
If the repairs contractor has left you a ‘not-in’ card you should ring the number on the card, quote the job number, which is also on the card, and rearrange the appointment for a time when you will be in.
Not in cards for inspections by Sheffield Homes - If the card was left by a Sheffield Homes’ maintenance officer. If you are not at home when the officer calls the inspection will be cancelled and you must contact the number on the card to make another appointment.
What should I do if I’m unhappy with the quality of a repair?
If you are unhappy with a repair that has recently been carried out to your home, you should put your dissatisfaction in writing or telephone our central technical services section
The Central Technical Services Section can be contacted at:
Central Technical Services Section
Maintenance Partnership Unit,
PO Box 3164
Sheffield
S1 2 WY
You can also call us on:
0114 293 0000, if you live in the North, North West, East of the city or in sheltered housing.
0114 205 3333, if you live in the South West, South East or Central area of the city.
Water seems to be coming into my home from the flat above, what should I do?
If you live in a flat or maisonette that is not on the top floor and you are experiencing water penetration through your ceiling, it may be that the tenant who lives above has a water leak in their property. Sometimes it is possible for the person in the upper property to be unaware that a leak has occurred (for example when it is under their bath).
If you know the address of the property above, you should call the Kier Service Centre on 0114 273 5555.
If you know the address of the property above, you should call the Kier Service Centre on 0114 273 5555.
Will I be recharged for work carried out at my property?
“We will not repair any damage caused by you, members of your household or guests, deliberately, or through neglect or carelessness”
In reality, we take the line in most cases that we will carry out the repair on behalf of the tenant and then charge the person responsible for causing the damage with the cost of the work.
You should go to your local Area Housing office and sign the recharge form which confirms your agreement to pay the cost of the repair
In reality, we take the line in most cases that we will carry out the repair on behalf of the tenant and then charge the person responsible for causing the damage with the cost of the work.
You should go to your local Area Housing office and sign the recharge form which confirms your agreement to pay the cost of the repair
Can I have extra plug sockets fitted?
The provision of additional electric sockets is not something that we can agree for everyone who requests them. The lack of a suitable number of sockets maybe an inconvenience but it is not a repair priority. The justification for this sort of request has to be exceptional in order for it to be considered.
However, the improvements carried out to homes included in the Decent Homes programme will have additional sockets fitted in kitchens and in some cases there will be a complete rewired with additional sockets in all rooms.
However, the improvements carried out to homes included in the Decent Homes programme will have additional sockets fitted in kitchens and in some cases there will be a complete rewired with additional sockets in all rooms.
If you wish to install additional electric sockets and pay for the work yourself, you will need written permission from the our Central Technical Services Team before you start the work. This work must be carried out by a suitably qualified person.
The leaflet “You and Your Home” advises you about this process.
If you pay for this work yourself, you may be able to claim something towards the cost of the work if you move out as described in the leaflet “Tenants Own Improvements – how to claim money back”.
If you pay for this work yourself, you may be able to claim something towards the cost of the work if you move out as described in the leaflet “Tenants Own Improvements – how to claim money back”.
If I put in an application to buy my home will you still carry out any repairs that are needed?
When you are in the process of buying your property, Sheffield Homes will only carry out essential repairs where health and safety is the main concern (i.e. those repairs that will keep the property rain and wind tight).
No 'improvement' or Decent Homes work will be carried out for a tenant after a RTB application has been submitted.
No 'improvement' or Decent Homes work will be carried out for a tenant after a RTB application has been submitted.
Under no certain circumstances will we carry out major work for a tenant after their RTB application has been submitted.
If I have bought a Council flat or maisonette or live in a former Council flat or maisonette, do I have to carry out all the repairs?
If you are a tenant who has bought your Council flat or maisonette (i.e. you are a leaseholder), or you have bought a former council flat or maisonette and you were not the tenant, you are responsible for most internal repairs that are required.
Sheffield Homes will continue to carry out all external fabric and communal / shared repairs to the block in which you live.
Leaseholders receive a service charge bill each year for their proportion of the cost of carrying out external fabric and communal / shared repairs to the block in which they live.
Different rules apply to repairs for houses and bungalows that have been sold under the Right to Buy legislation.
Leaseholders receive a service charge bill each year for their proportion of the cost of carrying out external fabric and communal / shared repairs to the block in which they live.
Different rules apply to repairs for houses and bungalows that have been sold under the Right to Buy legislation.
What repairs will be carried out to my house after I have bought it under right to buy legislation?
After a house or bungalow has been purchased from the Council, the former tenant becomes responsible for all internal and external repairs.
Even though a repair may have been reported prior to the property being sold, there is no responsibility on the Council to carry out this work once the sale has been formally agreed.
Even though a repair may have been reported prior to the property being sold, there is no responsibility on the Council to carry out this work once the sale has been formally agreed.
Under certain circumstances, we may consider carrying out a repair to an external feature of a former Council dwelling when it is shared with the Council property next door. For example where a repair is required to shared guttering or a shared chimney stack, it may not be possible to do a repair to just one of the properties. Following agreement with the homeowner, we may decide to carry out the repair and charge you half of the cost of the work.
I’ve reported a repair but this still hasn’t been done. Can I get the repair done myself and claim the money from Sheffield Homes?
If you’ve reported a repair and you have:
- Kept the repair’s receipt, and,
- The repair has not been done in the time promised on the receipt, and,
- You would have given access during normal working hours, and,
- The receipt has not been cancelled, and,
- It will cost less than £500 to put right
You can get the work done and Sheffield Homes will pay for the charge.
Please note the following important information before you take any further steps in getting the repair completed yourself.
The repair must be carried out by one of Sheffield Homes’ named recognised contractors.
You must complete the 'Notice of Claim' in 'Your right to repair' booklet. This must be sent by recorded delivery to:
Sheffield Homes
PO Box 1918
Sheffield S1 2XX
Or to your local area housing office.
You can place an order with private contractor, unless:
Sheffield Homes
PO Box 1918
Sheffield S1 2XX
Or to your local area housing office.
You can place an order with private contractor, unless:
- The repair is done
- Or you receive a letter denying your right To Repair. This letter should be sent within 10 working days (or 5 days if the repair should have taken a week or less).
Obtain a proper invoice from the contractor when the work is completed. This should clearly show:
- The contractor’s name
- The work done
- The VAT registration number
- The full cost
Fill in the “Notice of Completion” attached, and send it with the invoice to:
Sheffield Homes
PO Box 1918
Sheffield S1 2XX
Once verified, payment will be made direct to the contractor.
The contractors you can use are those named on the Approved Contractors List:
Abbeycliffe Construction Ltd
13-17 Oak Street
Sheffield S8 9UB
Tel: 0114 255 6653
Graham Stuart Construction
11 Union Road
Sheffield S6 2NH
Tel: 0114 234 5216
J.F. & P.E. Pearson Ltd
South View Farm
Nether Handley
Nr Sheffield SW31 9RP
Tel: 01246 433 380
Electrical Services
Burns & Son
1 Carnaby Road
Sheffield S6 2NH
Tel: 0114 234 5216
Heating
Abbeycliffe Construction Ltd
13-17 Oak Street
Sheffield S8 9UB
Tel: 0114 255 6653
Graham Stuart Construction
11 Union Road
Sheffield S6 2NH
Tel: 0114 234 5216
J.F. & P.E. Pearson Ltd
South View Farm
Nether Handley
Nr Sheffield SW31 9RP
Tel: 01246 433 380
Electrical Services
Burns & Son
1 Carnaby Road
Sheffield S6 2NH
Tel: 0114 234 5216
Heating
D Reader
Kirk View
82 Main Road
Sheffield
Tel: 0114 289 1244 Tel: 0114 276 6576
W Wright (Electrical)
87 Princess Street
Sheffield S4 7UU
Tel: 0114 276 6576
Phoenix Mechanical Services Ltd
44 Wilson Street
Sheffield S3 8DD
Tel: 0114 273 0737
Remember that is your responsibility to make sure that the contractor does the repair properly. If the work is found to be unsatisfactory you will have to call the contractor back and cover any additional costs incurred.
You must get the repair done within 6 months of the date of your original Right To Repair claim.
Sheffield Homes (on behalf of the City Council) has a right to inspect any work carried out under the ‘Right to Repair’ process -You may have to give access to Sheffield Homes so that the repair can be inspected.
You must get the repair done within 6 months of the date of your original Right To Repair claim.
Sheffield Homes (on behalf of the City Council) has a right to inspect any work carried out under the ‘Right to Repair’ process -You may have to give access to Sheffield Homes so that the repair can be inspected.
If I have a solid fuel fire will you sweep my chimney?
Solid fuel fires are now included in an annual service programme.
Both closed and open solid fuel fires are looked at and tested as part of this service programme and if the chimney is in need of sweeping it will be done at that time.
Both closed and open solid fuel fires are looked at and tested as part of this service programme and if the chimney is in need of sweeping it will be done at that time.
What details do I need to give when I report a repair?
When you report a repair you will need to give the following information:
- Your name, address and telephone number,
- Your property reference number from your Housing Payments Book/Payment Card.
- What the repair is
- Where is it
- When the repair can be done
- Where you will leave a key if you are not at home during the week.
What repairs are the Council responsible for?
You can find all the detail in the “You and Your Home” leaflet. You will have been given this when you moved into your home.
An example of a repair that is not covered by our conditions of tenancy is work to gates and fences or steps and paths that are not the main means of access to a dwelling
What should I do if I will not be at home for an appointment?
You should ring the Repairs Reporting Line on 0114 273 5555 and ask if you can rearrange the appointment for the repair you have ordered, you will told if this possible when you call.
If you are out when a worker calls, then you will be left a card which you should return within 14 days, giving a date and time when you will be at home in future. If the card is not returned, then it will be assumed that no repair is required and the order will be cancelled.
If an inspector from Sheffield Homes calls and there is on-one at home the inspection will be cancelled and you will have to re – order the repair.
Before you let anyone into your home, ask to see an identity card. You can also ring 0114 273 5555 to double check.
If you are out when a worker calls, then you will be left a card which you should return within 14 days, giving a date and time when you will be at home in future. If the card is not returned, then it will be assumed that no repair is required and the order will be cancelled.
If an inspector from Sheffield Homes calls and there is on-one at home the inspection will be cancelled and you will have to re – order the repair.
Before you let anyone into your home, ask to see an identity card. You can also ring 0114 273 5555 to double check.
I have a blocked drain - who should I contact?
If you are a Council (Sheffield Homes) Tenant you need to report this through the direct repairs number on 0114 273 5555. Alternatively you can visit your local Area Housing Office to make an appointment for an inspection, or use the freephone facility(where available).
If you are a Housing Association / Private Tenant you need to contact your landlord immediately.
If you are an Owner Occupier contact Environmental Services for further advice on 0114 203 7410 / 0114 203 7411.