Who is responsible for what

Gloucester Grove TMO

 

    

  • RERESPONSIVE REPAIRS
  • DOOR ENTRY
  • PLUMBING & ELECTRICS & CAPENTRY
  • DRAINAGE –SURFACE
  • GUTTERING AND GULLIES
  • VOIDS- REPAIRS, ELECTRICAL SAFETY CHECKS,
  • DECORATION & LETTING OF EMPTY PROPERTIES
  • WATER SUPPLY – IN PROPERTY
  • ESTATE LIGHTING
  • ASBESTOS IDENTIFICATION
  • GARAGES – REPAIRS AND MAINTENANCE

 

    Southwark Council                

    

  • MAJOR WORKS
  • DECENT HOMES WORKS
  • COMMUNAL DOORS
  • DRAINAGE UNDERGROUND
  • HEATING REPAIRS IN PROPERTY
  • GAS SERVICING
  • BOILER REPLACEMENTS
  • ASBESTOS –REMOVAL
  • COMMUNAL WATER TANK TESTING
  • WATER – MAINS TO STOPCOCK
  • LIFTS
  • TV AERIAL
  • ROOFING      

             Tenant and Residents

 

 

 WE WILL CHARGE YOU FOR THE FULL COST OF REPAIRS

 IF YOU HAVE CAUSED IT BY YOUR NEGLIGENCE OR
 ABUSE, OR IF WE HAVE HAD FORCE ENTERY BECAUSE
 YOU HAVE NOT ALLOWED ACCESS FOR PEST CONTROL
 GAS SERVICING OR DURING A MAJOR WORKS PROJECT

  • TOILET SEATS
  • INDIVIDUAL TV AERIALS
  • WASHING LINES AND PULLIES
  • LIGHT BULBS
  • LOST KEYS
  • INSIDE DOORS   Unless it is the kitchen fire door
  • DRAFT EXCLUDERS
  • DECORATING
  • DAMAGE TO OUR PROPERTY/FIXTURES AND FITTINGS DUE TO NEGLIGENCE
  • CERAMIC TILES

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               Repairs                                                      

Rent 

Estate
Services

Customer  
         Services                             
 • We will honour our appointments    
  • We will make sure you have as many options as possible to pay your rent (phone, online, coming to the office, post office, pay point, standingorder, direct debit)
  • We are committed to continually improve communal lighting, shrubs, car parks and general cleanliness on the estate
  • We will make our services accessible to all
  • We will offer two set appointment times per day (am or pm)                                                                                                                 
  • We will take prompt action on rent arrears by sending warning letters,
    doing interviews/home visits and monitoring agreements to repay
    arrears
  • We pledge to ensure that our residents are feeling safe in their homes and on the estate.
  • We will be innovative in how resident access our service
  • We will try to accommodate working household with early am
    appointment or late pm appointment
  •  We will help you by giving you up to date information on your rent account to prevent arrears.
  • We will take steps and prevent anti-social behaviour and nuisance through positive engagement.
  • We will make sure that calls are answered promptly and that our staffcall people back when messages are left.
 • We will let you know if we are late
  • If you fall behind with your rent we will support you in drawing up a realistic and achievable repayment plan.
  • We pledge to promote greater community cohesion through community events social events and working closely with all our key stakeholders
  • We will ensure that our staff has the competency to deal with customer queries and sign post them in the right direction.
  • We will met our repairs key performance indicators e.g. targets for doing emergency, urgent and normal repairs, and turnaround void properties
  •  We will find ways of incentivising residents who are consistently in credit with their rent account
   
  • We will do our best to let you know how long the repair is expected to take
  • We will achieve our 98% rent collection target