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You can report a repair that you need to your home by phoning or calling in the office.
The dedicated repairs telephone line is 01689 889702. You can leave a message on this number if you have to telephone out of normal office hours. Alternatively email enquiries@kenistonha.co.uk including your address and the word “Repairs” in the subject.
If you want to report a repair please try to be clear about exactly what the problem is. We will need to check your telephone number and you will need to make arrangements to give access to the contractor to carry out the repair. Usually the contractor will call you direct to make arrangements to carry the repair out. If necessary, you can specify a time or a day that is convenient for you, but this may mean that the repair will not be carried out as quickly.
Sometimes it will be necessary for a member of Keniston’s staff to inspect your property before the repairs is ordered.
If the contractor calls and you are out a card will be left for you to contact the contractor direct. If you fail to do this or if you do not keep a second appointment we will cancel the repair and discuss with you how it can best be carried out without further wasting the contractor’s time.
Repairs which are the tenant’s or leaseholder’s responsibility
If you are in any doubt about what is your responsibility and what is Keniston’s, please look at the Repairs and Maintenance link on the Information page. Please note that whilst it would be very nice for us to be able to say “yes” to all your repair requests, it is necessary sometimes to say “no”. This will include repairs which are your responsibility, and sometimes we may defer a repair so that we can put a number of similar jobs together to achieve cost savings. We may also choose to repair an item rather than replace it.
Emergency Repairs
If you have an urgent repair when the office is closed, you must first check to ensure that it is a repair which our contractor is authorised to carry out on our behalf. This includes a serious security problem, drains which are backing up into your home or complete electricity failure. We will not carry out repairs to central heating, lights not working or faulty television aerials. Out of hours emergency call outs are extremely expensive and we cannot afford to have open book on such repairs. Please see section on rechargeable repairs below. For an emergency repair (other than for lifts) call BAS on 020 8854 8700. Alternatively call Keniston’s main office number 01689 889700 where there is a recorded message with the number of the latest emergency service. For lift breakdowns out of normal office hours please call Jackson Lifts on 0208 305 0927.
Rechargeable repairs
If we find that you have asked us to order a repair for something which is your responsibility, we will recharge you. This can be very expensive for you , but if we pay for these items If just leaves us with less for replacing things like kitchens, bathrooms and heating systems in the future. If you fail to pay for rechargeable repairs which you have been invoiced for, we will leave you out of our programmes for new kitchens, bathrooms and internal doors. We may also take you to court for non payment.
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