Repair & Maintenance
Keeping Your Home Safe & Well-Maintained
We are committed to maintaining our properties to a high standard, ensuring that all residents live in safe, comfortable and well-kept accommodation.
Our Commitment to You
Passageway Housing takes its responsibilities as a landlord seriously. We are committed to ensuring that all our properties are safe, well-maintained and fit for purpose. We respond promptly to repair requests and carry out regular inspections to identify and address any maintenance issues before they become problems.
Repair Response Times
Emergency Repairs
Emergency repairs that pose an immediate risk to health, safety or security will be attended to within 24 hours. Please contact us immediately if you have an emergency.
Urgent Repairs
Urgent repairs that significantly affect your comfort or the use of your home will be completed within 3 working days of being reported.
Routine Repairs
Routine repairs and maintenance work will be completed within 28 working days of being reported. We will keep you informed of progress.
Planned Maintenance
We carry out regular planned maintenance and inspections to keep our properties in good condition and to identify any issues that need to be addressed.
How to Report a Repair
If you need to report a repair or maintenance issue, please contact us using one of the methods below. Please provide as much detail as possible about the problem, including the location within the property and any relevant photographs if possible.
Phone
Call us on +44 7424 411017 during office hours. For emergencies outside office hours, please use the emergency contact number provided at your property.
Send details of the repair to [email protected]. Please include your name, address and a description of the issue.
In Person
Speak to your key worker or support worker, who will log the repair on your behalf and ensure it is dealt with promptly.
Resident Responsibilities
Whilst Passageway Housing is responsible for the maintenance and repair of the property structure and fixtures, residents are expected to take reasonable care of their accommodation and report any damage or maintenance issues promptly. Residents are responsible for keeping their rooms and communal areas clean and tidy and for reporting any damage caused by themselves or their visitors.