CPMO have in-house operatives who carry out up to 75% of our repairs works. They know the residents and the estate very well!
The Repairs team and our partners:
We have two dedicated Maintenance Operatives who carry out the majority of the works such as plumbing, carpentry and electrical jobs. Details of our operatives can be found on the Meet the staff page (link to staff page). However, in some instances we will also look to our repairs contractors to help in specialist works.
When you book a repairs appointment we will usually tell you which contractor will carry out the work.
Please note all of our contractors were chosen subject to our Finance & Procurement Policy and Procedure and have all had the relevant company checks carried out).
Below is a list of contractors we use for repairs and details of which jobs they carry out:
Hackney Repairs Service – out of hours and gas works.
Drain Aid–specialist works regarding communal drains and gutters, unblocking the drain stacks.
Fixatex Ltd –lighting works in and around the estate and they can assist with more extensive electrical works.
Euro Contracts –specialist plumbing works and repairs to adaptations and wet rooms.
Alphatrack Ltd – block intercoms and door entry systems.
SRS Doors & Windows Ltd –windows and doors.
EBS Ltd –a variety of works from fencing to paving and major drainage problems.
There are strict timescales based on the type of work required. Repairs are separated into 4 categories:
Priority 1 – Immediate
Immediate repairs are those that will need:
- Initial response to flood, fire explosion
- Making safe Health & Safety
- Making secure after forced entry to assist emergency services
Priority 2 – Emergency (within 24 hours)
These are repairs that we will aim to do within 24 hours. Emergency jobs are those where the delay might seriously put at risk your possessions or might cause serious inconvenience.
Priority 3 – Urgent (within 7 days)
These are repairs that we aim to do within 7 days. Urgent jobs are those where delays might cause gradual damage to the property or your possessions in your property.
Priority 4 – Routine (within 28 days)
These are repairs that we will aim to do within 28 days. These include all the other repairs under our responsibility.
See here for a manual of what our responsibilities are. (Link to M3 manual)
Our repair responsibilities / Your repair responsibilities
In terms of repairs to your property there are a few things that fall under your remit as the tenant. You can find details of this under the Repairs handbook. Link to handbook)
It is our responsibility to carry out communal reactive repairs although some works will be carried out by Hackney Council or our external contractors, for example lighting to blocks).
Here is a list of works that are our responsibility
|Plumbing beyond the main stopcock|
|Window sills and ironmongery|
|Doors and ironmongery|
|Cupboards and kitchen units|
|Architrave and skirting|
|Staircases and balustrades|
|Re-glazing of broken windows|
|Internal re-servicing of voids|
|External windows and doors (excluding roof hatches)|
|Gutters and down pipes|
|Soil stacks and vent pipes|
|Common staircases and landings|
|Common doors and windows (excluding roof hatches)|
|Refuse chutes and chambers|
|Common floor finishes|
|Internal non load bearing partitions|
|Internal surfaces of external walls|
|Fences, enclosure walls and gates|
|Children’s play areas (revenue repairs and inspections)|
|Surface and foul sewers|
|Surface and foul sewers|
|Water mains to stopcocks|
|Heating and hot water systems|
|Annual service of heating and hot water system|
|Floor structure, including joists and floorboards|
|Non adopted roads, footpaths, courtyards and parking areas|
|Pest Control – Environmental Services|
|In dwelling Replacement Repairs (excluding capital works)|
|In dwelling mould/condensation work (non-capital)|
|Trees maintenance (communal)|
|Aids and adaptations (outside 1 year warranty)|
|Forced entry (when not charged to tenant)|
|Twin Pumps (Hot and Cold Water)|
|Gerda Doors Repairs|
Here is a list of responsibilities for Hackney Council:
|Repairs relating to fire safety|
|Electrical services from the meter|
|Electrical services to the common areas in blocks|
|Garages (works to individual garages only)|
|Lighting for the grounds, footpaths, car parks and non-adopted roads|
|Lighting (external) attached to blocks only – not pole lighting|
|Emergencies in dwellings out of office hours|
|Emergencies communal areas out of office hours|
|External structure of buildings|
|Roof structure and covering|
|All asbestos materials|
|Electrical service to the meter|
|Door Entry Systems include handset in dwelling|
|Repairs to leaseholder properties when not responsibility of leaseholder|
|Gerda Doors Replacement|
All leaseholders are to manage their own repairs, however if you’re a leaseholder but would like to raise an issue with a communal repair to your block then let us know and we will be able to look into this (in some instances we will be able to conduct the works for leaseholders but you will be recharged).
Times we operate
Our operatives work from 9am – 5pm on weekdays and therefore we space out the time slots that are available. You will need to let us know what times are best for you. The slots available for booking repairs are:
|9am – 12pm||Monday – Friday (excluding Bank Holidays)|
|1pm – 4pm||Monday – Friday (excluding Bank Holidays)|
If you need the operative to attend at specific times, due to school runs, or times a carer will be available then please let us know and we will endeavour to have the operative attend at those times.
Report a repair
Out of hours emergency repairs call 020 8356 3691. (Call this number outside of working hours, after 6pm and at weekends and bank holidays).
Important things to remember when reporting a repair:
- Please provide us with as much detail as possible about the repair issue
- Please keep to the appointments set
- Please make it as easy as possible for our operatives to access the area where the repair is needed.
Silver Service for over 65s
If you are aged 65 or over and have no able-bodied adults living with you capable of carrying out off jobs and home maintenance, our Silver Service can help.
If you provide the materials, we will provide the labour free of charge to carry out minor DIY tasks around your home that you may not be able to do.
The type of work that our maintenance team can help you with as part of the Silver Service includes:
- fitting curtain rails
- hanging curtains
- changing light bulbs
- plumbing-in washing machines
- putting together flat-pack furniture
- hanging mirrors
- fitting doorbells, security peepholes or door chains
More information about the Silver Service
- Proof of eligibility will be required before work is carried out.
- Our operatives’ time is free, but you must pay for your own materials and these must be available on the day that our operative attends.
- The number of “odd jobs” that can be carried out per household during any one month may be limited in periods of high demand for the service.
- The Silver Service is available to eligible Leaseholders living on our estates.
For more information or to book an appointment with the Silver Service please:
- call freephone 0808 175 7275
- send us an email
- visit the Clapton Park TMO Housing Office in Gilpin Square
Practical Guides to repairs