Maintaining your home 

To make sure your home is safe and well maintained, we need you to work with us to report repairs that we are responsible for. You need to look after your home and do the repairs that you are responsible for. 

If you are a shared owner or leaseholder, you can find out more here. 

If you have a repair, you can book a repair using our web form, by emailing help@wkha.org.uk or calling 0800 169 1122. Call times may be longer than usual, so unless your repair is urgent, please use one of our online methods to save you waiting.

Report a repair

  • Emergency Repairs

    This priority is used when there is an immediate risk to your health or security or serious damage to your home. We will make it safe but may have to return to finish the repair at a later date.

    Target response time: By the end of the next day

  • Urgent Repairs

    This priority is used where there is a risk to the resident’s health or security.

    Target response times: within three full days.

  • Routine Repairs

    This is used for most standard repairs where there is no risk to health or security. These repairs will be completed by appointment made with you.

    We aim to complete routine repairs within 21 calendar days.

     

  • Planned Repairs

    Some repairs involving large scale replacement or improvement work may by scheduled outside routine repairs.

    If planned works are on the financial year's programme, they will be completed within 12 months.

    Please see below a list of common items we are responsible for and their normal expected  lifespans. Please remember that we will survey these items every five years as part of the Stock Condition Survey.. 

    Kitchen: 20 years
    Bathroom: 30 years
    Windows: 35 years
    Timber door: 38 years
    GRP/PVC door: 25 years
    Roofs (pitched): 100 years
    Roofs (flat): 26 years
    Gas boiler: 16 years
    Air Source Heat Pump (ASHP): 16 years
    Electric Storage heaters: 22 years

     

  • Damp and Mould

    We aim to complete routine damp and mould works within 14 calendar days.

    Damp and mould treatments required to reduce the risk to a resident with a medical condition that could be made worse will be completed within 7 calendar days.

    If damp and mould poses an immediate risk to a resident for medical reasons, we will inspect within 24 hours and consider if temporary rehousing is required while works are completed. 

  • Further Works

    If we identify further work during your repair, we will advise you when these will be completed. We will contact you within five working days to provide the update.

You can also view our full Maintaining your Home Policy.

Appointments

When you report a repair we will either give you an appointment time or our contractor will call with a time slot that suits you. 

Always ask for proof of identity before letting anyone into your home. This includes staff from West Kent and anyone working on our behalf. If you’re not sure just give us a call.

Out of hours

If you report a repair outside our normal working hours, you’ll get help with your emergency and once it's been made safe (and if necessary), we can follow this up with you when we re-open.

Our out of hours is a make safe service, not a full repair one. This may mean that substitutes such as bottled water or fan heaters are provided until we reopen. You can see what we class as an emergency in our Maintaining your Home Policy.