How can you report a repair?
Online
Three Valleys Housing has recently introduced the House Call online repairs reporting software. Click here to report a repair online.
By text
To report your repair by text, please send your name, address and brief details of the repair to 07781482500. Our Customer Contact Team will contact you to arrange access, if required.
Please do not use this number to report emergency repairs; please use the emergency number listed at the bottom of this page.
By telephone
Please call us on 0800 389 8083 to report a repair. The lines are open during normal office hours.
For emergency repairs outside of normal office hours, please call 0844 770 3501. Please use this number for genuine emergencies only.
In writing
Please write to us at: Repairs Department, Three Valleys Housing, Longfield House, Hallam Fields Road, Ilkeston, Derbyshire, DE7 4BR.
In person
Please call in to our reception at Three Valleys House on Bramley Road, Long Eaton where our customer contact team will be pleased to help you..
By email
Please send details of your repair to
repairs@threevalleyshousing.com (Please do not use this to report emergency repairs).
Please provide as much detail as you can about the repair problem, giving details of your address and contact telephone number.
How can you help staff?
When reporting a repair we will need:
- Your name and address
- A contact telephone number
- Access details to enable the repair to be inspected or carried out
- A good description of what is wrong
- Any special circumstances you have
Please note that a responsible adult must be in the property when we call to inspect or carry out work. Our employees will not be able to enter the property if there is only a child present.
Providing a smoke-free working environment
Following the introduction of the smoking ban on the 1st July 2007 we need, as responsible employers, to provide a smoke-free working environment for our staff.
All of our offices are non-smoking but we also need to provide a smoke-free environment wherever our staff work. This includes residents' homes.
Whether residents choose to smoke in their own homes is a matter of personal choice but we are obliged by law to safeguard the health and safety of our staff. We would therefore respectfully ask that you do not smoke in any room where staff will be working for up to one hour before a member of our staff calls to see you.
For more information, please visit www.smokefreeengland.co.uk
When will your repair be carried out?
Please refer to your Residents Handbook for more information about the repair priorities.
- Emergency repairs - within 24 hours. These are repairs that need to be done to prevent danger or extensive damage to the property
- Urgent repairs - within 7 calendar days
- Routine repair - within 30 calendar days
- Cyclical maintenance - to maximise efficency, these repairs will be completed within 365 days of the date of reporting.
Which repairs are you responsible for?
As a resident, you are responsible for keeping the property clean, in a reasonable decorative order and for any repairs for which we are not responsible. For a full list of these repairs please refer to your Residents Handbook.
Which repairs are Three Valleys Housing responsible for?
- The structure and the exterior of the building
- The fittings inside your home that we have installed including:
- sinks, baths, toilet basin and associated pipework
- boilers
- radiators
- electrical wiring, including sockets and switches
- internal joinery
- internal walls
- floors and ceilings
- Shared entrances, halls, stairways, lifts, passageways and any other common parts to flats.
How do you complain about the repairs service?
If you are not happy about the service we have provided, please click here for details of our complaints procedure.
Useful numbers
General enquiries 0844 770 3500
Housing repairs & gas servicing - Freephone 0800 389 8083
Emergency Repairs - outside normal office hours 0844 770 3501
Revised 4 July 2008 (PC)