repairs + maintenance

The information below is taken from the April 2025 @Home newsletter

requesting a repair

Emergency repairs should always be reported by telephone 0800 035 0003. Non-emergency repairs can be reported by telephone 0800 035 0003 or by email propertyservices@cityoflondon.gov.uk 

NOTE: Repairs are not managed from the Estate Office – it is best to contact Property Services direct.

If you are a lease holder, use the same telephone and email address to report communal repairs, corridors, lifts etc along with repairs to windows and balconies.

repairs priorities + timescales

Repairs priorities and timescales have been changed from the previous P0 for emergencies to P4 for non-urgent repairs to the following:

• Priority X | out-of-hours emergency: complete within 24 hours
• Priority 1 | in-hours emergency: complete within 24 hours
• Priority 2 | non-emergency: complete within 20 working days

For all emergency repairs, the aim is to arrive within four hours and make safe or complete temporary repairs within 24 hours. If any follow up repairs are required after an emergency call out, a new work order will be issued the following working day.

appointments

Chigwell (the new contractor replacing Waites) will offer two daily appointment slots:

• Morning | Monday to Friday, 8 am – 1 pm
• Afternoon | Monday to Friday, 1 pm – 5 pm

When a repair is reported and it is included in the repairs service offer, an order will be raised to Chigwell. If the repair issue is more complex, a Property Services Officer may be instructed to inspect the issue first.

For all non-emergency repairs inside the home, Chigwell will contact residents within two working days of the order to arrange an appointment. Chigwell will provide residents with an appointment confirmation and ensure that a skilled operative and appropriate amount of time is allocated to the initial appointment.

Residents should contact Chigwell directly to cancel or reschedule an appointment, at least 24 hours in advance of the appointment time.

quality checks on completed repairs

The City of London Corporation and Chigwell will undertake quality inspections on a selection of completed repairs. This is to ensure that the repair has been completed, and to a suitable standard of workmanship. If a repair inside your home is selected for a quality inspection, you will be contacted to arrange a suitable appointment date and time. For smaller value or simple repairs, we may undertake a telephone quality inspection with you to confirm that you are happy with the completed repair.

measuring performance

A comprehensive range of performance metrics for Chigwell to support a high standard of service delivery is being introduced. Metrics include resident satisfaction with the repair, time taken to complete a repair, appointments made and kept, repair quality and if the repair was completed on the first visit.

Overall, these changes are expected to provide an improved repairs and maintenance service for our residents. 

latest updates