Repairs for Homeowners
We’re committed to maintaining our buildings and estates. Any repairs that are our responsibility will be fixed quickly. Please contact us as soon as possible if you need to raise a communal repair for the block or estate or report an issue with one of our services. These can be reported online by going to the report a repair page in My Account. Alternatively you can call our Customer Service Centre on 0800 678 1221
To meet our legal responsibilities we will:
- Keep the exterior (eg roof, walls, doors, windows, paths) and interior (eg ceilings, doors, floors) of the building in good repair
- Make sure supplies for gas, water and electricity are in good working order
- Maintain shared areas like entrances and stairways
We expect you to:
- Treat the building with care and respect
- Carry out repairs within your home promptly in order to avoid inconveniencing those around you and damaging the building
- Report repair problems to us as soon as possible
- Allow access for essential works
- Understand how to combat condensation and mould in your home
For more information, please look at the questions below.
- Which repairs will Orbit carry out?
If you are a leaseholder (including shared ownership), you have a full repairing lease. In a house this means you have responsibility for all repairs and decorations to the inside and outside of your home including the garage. In a flat, the resident is responsible for everything within the flat itself, including the internal window frame, glazing and fittings.
It is Orbit’s responsibility to maintain communal areas and provide services that are paid for through the service charge. In a flat, Orbit is also responsible for the external structure of the building and communal fixtures and fittings. If in any doubt, please refer to your lease.
You must keep your home in a good state of repair. Please contact us if you don’t have the money to pay for essential repairs.
Please contact your management agents directly to report communal repairs if we don’t own your freehold or manage your building.
- How quickly will repairs be completed?
Repairs are categorised as emergency, essential or routine. Prior to arriving we will aim to confirm arrangements via a text message or telephone call.
Emergency - these are repairs that present an immediate risk to safety, security or health. We aim to attend within 4 hours and complete within 24 hours.
eg board up for security, gas leaks, gas supply failure, burst to or loss of water supply, total loss of electricity supply
Essential - these are repairs where there is a risk to the customer or property if the repair is not dealt with quickly. We aim to complete these within 24 hours.
eg significant uncontainable leaks from water or heating pipes, water storage tank or cistern
Routine - these are repairs which do not cause serious inconvenience. We aim to complete these repairs within 28 calendar days.
eg minor plumbing leaks, tap which cannot be fully turned off, brickwork, guttering repairs.
Sometimes we’ll need to inspect your home before the work can be booked; in such cases, your local surveyor will contact you to arrange a visit.
- Who will make the repair and when will the work be done?
We use external contractors to carry out repair work. These contractors will always carry photo ID. They’ll always tell you before they visit your home, unless it is an emergency. Stay safe: don’t let anyone into your home that you aren’t expecting and who can’t prove they are representing us. Call the Customer Contact Centre to check their identification.
- What service can I expect from Orbit’s contractors?
Our contractors sign up to a code of conduct. They agree to uphold our values of honesty, partnership, innovation, respect and excellence. Their behaviour in and around your home is key to the success of our service.
- What if I’m not happy with the work?
We want to hear your opinions and experiences. Your feedback helps improve future services. You may be asked questions about recent work carried out in your home. Please don’t wait to be contacted by the team if you’re not happy. Contact us so the problem can be resolved quickly. We might want to inspect completed work, even if you’re happy with it, to make sure we are satisfied that our properties are being well maintained. Please allow a surveyor access to your home if asked.