This section tells you how you can report a repair, how fast you can expect a response, and what you can expect from our contractors.
Reporting Repairs
You should report any repairs that ASRA is responsible for by phoning 020 7940 6646.
On this number you can report any repair from 9.30am – 5pm.
Out of hours emergency repairs need to be reported on 0845 6030 940.
We’ll tell you how quickly we’ll complete the repair and the contractor who will do it. They will arrange an appointment with you.
We’ll also send confirmation of the order raised, and a satisfaction questionnaire.
Our busiest time is Monday mornings, so unless it’s urgent, call at other times if you can.
You can also visit our office.
Response Times
We’ll assess your repair to decide how urgent it is.
Emergency repairs are where there is a real danger to safety or major damage to the property. We aim to make good these repairs within 24 hours.
Urgent repairs are where there is serious inconvenience to the occupants, the risk of immediate damage to the property, or a potential health or security risk. We aim to complete these within five working days.
Non-urgent repairs are those that do not cause immediate inconvenience or pose any danger. We aim to complete these within 30 calendar days. You’ll find more guidance and examples in your repairs handbook.
We’ll assess your repair to decide how urgent it is.
Emergency repairs are where there is a real danger to safety or major damage to the property. We aim to make good these repairs within 24 hours.
Urgent repairs are where there is serious inconvenience to the occupants, the risk of immediate damage to the property, or a potential health or security risk. We aim to complete these within five working days.
Non-urgent repairs are those that do not cause immediate inconvenience or pose any danger. We aim to complete these within 30 calendar days. You’ll find more guidance and examples in your repairs handbook.
Repairs Responsibilities
We are responsible for:
- The structure and exterior of the building
- The installations provided by us for space heating, water heating and sanitation, and the supply of gas, water and electrical installations within the property
You are responsible for:
- Anything that belongs to you
- Tap washers, blocked sinks, glass in doors and windows, minor fixtures and fittings (such as curtain rails, sink plugs, toilet seats, internal decorations)
- Repairs resulting from misuse, neglect or damage by you, your family or your visitors
- Maintaining your garden and fences
- Replacing keys, new door locks and extra locks, door latches inside your home, and latches or locks fitted to internal and cupboard doors
- Condensation and mould growth resulting from improper use
- Minor pest infestation