Chisel has taken the repairs service back in-house

Chisel has taken the repairs service back in-house. From 6th September, please report your repairs to us directly

By phone Monday-Friday 9am – 5pm on 020 8692 5258

or email us at [email protected]

If you have an emergency repair out of hours, (before 9am after 5pm or on the weekends) please call our main number and press option 2 for repairs. You will be directed through to our out of hours service.

Emergency out of hours services cover the following and will be a ‘make safe’ to ensure your person and property are safe.

The following repairs count as out of hours emergencies and should be reported to the number above:

  • Burst pipes
  • After a house fire
  • Severely blocked drains
  • No heating during winter (or if you are considered a vulnerable tenant)
  • Total loss of electric
  • Serious storm damage
  • Front door unsecure (does not cover the loss of keys)
  • Broken ground floor windows
  • Burst pipes or sewer leaks

Gas leaks

If you smell gas in your home:

  • Make sure all gas appliances are switched off
  • Turn off main source of gas (if possible)
  • Open windows

Phone Transco on 0800 111 999 immediately.

Water Leaks outside your property

For water leaks outside the boundary of your property, report to your water provider. Details of your water provider can be found on your water rates bill.

The telephone numbers for the main water providers are:

All other repairs are not considered an emergency and should be reported the following working day.

Waiting Time for Repairs


A problem which immediately threatens the health safety or security of a tenant or member of the public.

More problems will be considered as emergencies where one or more occupants are disabled, seriously ill, over the age of 70, a baby or a pre-school child.

Examples of emergencies are: total loss of water, electricity or gas (except where cut off by supplier), blocked gas flue, major roof leak, major plumbing leak where water cannot be turned off, collapsed ceiling, blocked external drains, unusable toilet where no alternative is available.

Target Time: within 24 hours of reporting


A problem which causes serious discomfort to occupants or is likely to cause serious damage to the property.

Examples of urgent repairs are: plumbing leaks, no hot water, no heating, toilet not flushing.

Target Time: within 7 days of reporting

Medium Term

This covers most other day-to-day repairs to woodwork, brickwork, plaster, non-urgent plumbing and non-urgent electrical work. These repairs will be categorised as medium term by the person commissioning the work, based on their judgement as to how urgently the repair is needed. The tenant will be advised of the category on the Repair Order, which is sent to them within one day of reporting the repair.

Target Time: within 28 days of reporting


This covers repairs which cause no immediate discomfort to the tenant or damage to the property.

Examples are: fencing repairs, minor carpentry, damaged kitchen units, floor covering replacement.

Target Time: within 90 days of reporting.

Repairs rights and responsibilities

If you’re our tenant we expect you to:

  • Repair and replace fixtures and fittings (such as locks and keys, tap washers, glass in doors and windows)
  • Repair damage due to misuse by you, members of your household or invited visitors
  • Keep all sinks, baths, basins, or toilets and drains clear and unblocked

Specific responsibilities for tenant’s dependent on housing type:

Flats or houses with Sole or Joint Tenancies:

You’re responsible for most minor repairs and maintenance to your home, including:

  • Light bulbs, fluorescent tube, and starters, (unless a service charge is paid)
  • Replacement of toilet seats
  • Plugs and light fittings, including pullcords. Mending fuses, and replacement batteries in smoke alarms and doorbells
  • Damage caused by washing machine flooding or water overflowing from bath etc. (includes damage to neighbouring property)
  • Any fixtures or fittings provided by yourself, including additional security measures
  • Internal door/cupboard furniture (handles/bolts etc.)
  • Internal decorations
  • Fitting TV aerials and telephone points
  • Re-hanging of doors (where you have fitted new carpets etc.)
  • Washing lines
  • Tenants own appliances inc. gas cookers & flexible gas connecting pipe, safety stay or chain
  • Garden maintenance (where no service charge)
  • Garden and bulk household refuse
  • Repairs required to the property when the tenancy is ended with are your responsibility. Please check with your Housing Officer
  • Replacement of dustbins

If you’re a tenant in an HMO:

You’re responsible for some minor repairs and maintenance to your home, including:

  • Any fixtures or fittings provided by yourself, including additional security measures.
  • Internal decorations in your bedroom
  • Fitting TV aerials and telephone points
  • Washing lines
  • Tenants own appliances that are not essential
  • Garden maintenance (where no service charge)
  • Garden and bulk household refuse
  • Repairs required to the property when the tenancy is ended with are your responsibility (Please check with your Housing Officer)
  • Replacement of dustbins

If you’re a tenant in a Co-op

Each co-op has a different management agreement with Chisel. Please contact us for details about your repair responsibilities if in doubt.

Our Responsibilities

We will keep in repair and working order the:

  • Structure and exterior of the property
  • Installations for space and water heating, sanitation and for the supply of water, gas & electricity
  • Common parts including lighting
  • Drains, gutters, and external pipes
  • The roof
  • Outside walls, outside doors, windowsills, window catches, sash cords, window frames (including necessary painting and decoration)
  • Internal walls, floors and ceilings, doors and door frames, door hinges and skirting boards (not including painting and decoration)
  • Chimneys, chimney stacks and flues (not including chimney sweeping)
  • Pathways, steps, and other means of access
  • Boundary walls and fences, where provided by the Association
  • Integral garages and stores
  • Basins, sinks, baths, toilets, flushing systems, and waste pipes
  • Plasterwork
  • Electrical wiring, sockets and switches, gas pipes and water pipes
  • Water heaters, fitted fires, fireplaces, central heating installations (provided by the Association)
  • Common entrances, halls, passageways, lifts and stairways, decorating the exterior of premises and common parts
  • Items covered by a service charge

You must tell us of any repairs that are our responsibility and allow our staff and contractors access to carry out our repair duties or to inspect the property. We will normally give 24 hours’ notice if access is required, but immediate access may be required in an emergency.

We will not be liable for the cost of damage of any of the above if such repair (in our opinion) becomes necessary through misuse by you, members of your household, invited visitors or guests.

In certain circumstances, the Association may wish to respond to the needs of OAP’s and disabled tenants by accepting responsibility for certain items noted as a tenant responsibility, subject to approval from the Housing Manager.


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