Report a repair

Booking your repairs

Uttlesford Norse, take care of your responsive repairs.

You can contact Norse by:

• Telephone: 01799 510510 - press 5 for Housing Services and then press  2 for Uttlesford Norse
• Email: repairs@uttlesfordnorse.co.uk

After you have contacted Norse we will:

• send you confirmation of your repair by text or email and, for your peace of mind, send a photo of the person who will be carrying out your repair
• be able to offer you morning/afternoon appointments
   

Heating and hot water repairs and servicing

Dodd Group Ltd are working on behalf of Uttlesford Norse to maintain your heating and hot water systems. Dodd Group carry out annual services, safety checks and emergency repairs.

You can contact Dodd Group by:

• Telephone: 01799 510510 - press 5 for Housing Services and then press 2 for Uttlesford Norse and press 1 for heating and hot water.
• Email : Uttlesford@doddgroup.com Please do not use email for emergency repairs as this inbox is not monitored out of hours.

Having no hot water is not considered an emergency.
 

Repair categories

There are some repairs and maintenance that you will be responsible for.

If it is something that we are responsible for,your repair will be allocated a priority based on the information you give us.

Find out which repairs and maintenance you are responsible for and what we look after on your council house.

Repairs: what you are responsible for

You are responsible for maintaining, repairing or replacing some parts of your property including:

• clothes posts
• cookers
• door locks
• electric plugs and fuses
• door bells
• draft excluders
• internal doors and fittings
• sheds, greenhouses, conservatories outhouses and other similar structures
• boundary walls and fences (excluding communal gardens)
• sweeping chimneys
• ponds and ornamental water features
• security lighting (excluding sheltered housing)
• glazing
• light bulbs
• TV aerials
• waste plugs and chains to baths sinks and wash basins
• tap washers
• WC pan and seat
• open fires and grates
• alterations or adaptations which you have made to the property

You are also responsible for:

• internal decoration
• removing any rubbish and garden refuse
• replacing of lost or damaged keys
• unblocking blocked sinks, waste pipes and WCs
• cleaning shower heads
• replacing of mains fuses and/or re-setting of trip switches
• cleaning and maintaining gutters, pipes and gullies so as to keep them free from leaves and other obstructions
• bleeding any radiators at the property

You can find a full list of the things you are responsible for repairing in your Conditions of Tenancy (PDF) [520KB] .

Emergency repairs external

An emergency should be reported on:

Telephone: 01799 510510 - press 5 for Housing Services and then press 2 for Uttlesford Norse.

Outside hours

If your call is outside normal working hours, please call 01799 510510 and then press 2 for Uttlesford Norse.

When an emergency repair is accepted by the council, we aim to have a contractor at your property usually within 3 hours.

Three-hour priority

Emergency jobs that attract the three-hour priority are as follows:

• roof leaks - these are an emergency when the leak is causing major damage or when penetrating an electrical fitting
• damage to roof - only when the damage is likely to worsen or when hazards such as when slates may fall on to a public highway. Usually we make safe only
• Blockages - residents should always have the use of one toilet. If it is blocked and causing damage or preventing you from using the toilet the Council will resolve the problem as soon as possible
• broken windows - if a double glazed unit has failed or if the damage is caused as a result of a crime, notify the local police who will supply you with a crime number, which we will need for our records. If the damage is caused by your actions such as a slammed door etc, you will be recharged
• downpipes and gutters - if water is entering the building and causing major damage, or if there is a loose part which has become dangerous and cannot be made safe by the tenant

Securing property

If an external door is damaged during a break in and will not close or if a ground floor window is jammed open or if a lock will not operate as a result of crime, notify the police who will provide you with a crime number, which we will need for our records. If the damage is caused by your actions such as forced entry or family disputes then you will be recharged

Dangerous structures

We will attend and make safe structures (for which the Council is responsible) that are in a dangerous condition, for example due to storm damage.

Defective manhole covers

We will repair manhole covers that are within the boundaries of your property only. We will attend as an emergency to repair, temporarily cover or protect damaged, loose or missing manhole covers if dangerous.

In certain special circumstances or in extreme weather conditions it may not be possible to provide the emergency repair service within the specified time period.

Emergency repairs internal

An emergency should be reported on:

Telephone: 01799 510510 - press 5 for Housing Services and then press 2 for Uttlesford Norse.

Outside hours

If your call is outside normal working hours, please call 01799 510510 and then press 2 for Uttlesford Norse.

When an emergency repair is accepted by the council, we aim to have a contractor at your property usually within 3 hours.

Three-hour priority

Having no hot water is not considered an emergency.

Emergency jobs that attract the three-hour priority are as follows:

• heating and hot water leak where you or your property is at risk due to a water burst causing a major water leak from any part of the heating system
• breakdown of the heating system where you have no heating and have children under the age of 5 years old, are elderly, disabled or are sick (between the months of October to April inclusive)
• plumbing leaks where a leak is causing damage you should report it as an emergency - especially if getting into an electrical fitting.You should turn off your water supply at your stopcock or gate valve)
• blockage of a WC and it is causing damage or preventing you from using the toilet

Gas leaks

If you smell gas, telephone Transco (British Gas) on 0800 111999.

They will isolate the meter and make safe where necessary.

Electrical power failure

If you have an electrical general power failure in your area - do not contact the us, you will need to  contact your electricity supplier. You can find their contact details on your latest bill.

Where there is a loss of power to electric sockets throughout your property due to a fault within the building, which could lead to a health hazard, you should contact us immediately.

Loss of water supply

Before contacting us, please check with your water utility company to ensure that they are not working in your area. You can find their contact details on your latest bill.

Routine repairs

We aim to respond to routine (non-emergency) repairs within 10 working days.

Routine repairs include:

• minor roof leaks
• underground bursts
• defective flooring
• waste pipes
• minor Gutter and downpipe leaks
• clearance of blocked gutters and downpipes
• garage roofs
• loose sanitary fitting
• water tank/cylinder insulation
• bath panels
• letter plate
• easing doors and windows
• general carpentry repairs
• defective plaster
• flues
• sink units and Kitchen fitments
• descaling of boilers
• repointing chimneys
• existing fences and gates
• galvanised steel shed doors
• fire places
• faulty taps
• back boilers
• hot water cylinders
• defective central heating (where parts are available)
• defective immersion heaters
• storage tanks
• cooker panels
• electric switches and lamp-holders
• broken soil drains
• door locks and furniture (renewal or overhaul)
• minor leaks
• communal television aerials
• external lighting
• glazing of external doors (communal)
• serious gutter leaks
• garage door and locks
• overflow pipes
• loose doors, windows and fitments

Repairs to communal areas

We aim to respond to routine (non-emergency) repairs to communal areas within 10 working days.

Routine repairs to communal areas include:

• failure of lifts
• roof leaks
• faulty doors and windows (where repairs are possible but excluding replacements)
• damaged communal floor coverings
• failure of door entry systems

When we visit

⚠ Don't forget ... always ask for identification before you let someone into your home.

All Uttlesford Norse employees and carry ID and will not mind if you ask to see it. If you are still suspicious call us on 01799 510510.

If they cannot supply ID, do not let them into your home.