Emergency repairs

If your property needs emergency repairs, please call NPH immediately on 0300 330 7003.

Wait times for repairs

We are currently experiencing extremely high demand for repairs appointments, which means there is a longer wait for non-urgent repairs than usual.

We are working hard to reduce wait times, while ensuring the safety of residents who need emergency repairs. We are sorry for any inconvenience and appreciate your patience at this busy time.

Before you report a repair

You are responsible for certain repairs including damage to your home.

You can book NPH’s repairs service to make this type of repair but in most cases you will be asked for payment upfront before we will make an appointment. This is called a rechargeable repair.

You should tell us what has happened, and seek permission first before making your own repair.

Repairs you are responsible for

Tenants are responsible for:

  • replacing keys or locks when keys are lost or stolen or when you get you get locked out (including garages and outbuildings)
  • trying to clear blockages in basins, sinks baths or toilets
  • decorating
  • resetting trip switches
  • replacing light bulbs or fluorescent tubes
  • putting up television aerials and satellite dishes (only with our permission)
  • maintaining garden paths (except any that lead from the boundary gate to the front and back doors)
  • replacing clothes lines and rotary driers (unless for communal use)
  • replacing plugs and chains in baths, sinks and basins
  • replacing handles and latches to doors and kitchen units
  • adjusting doors when new carpets and laminate floorings have been fitted
  • testing and cleaning smoke detectors
  • fitting waste supply pipework and vents for washing machines
  • keeping your gully grids clear of leaves
  • replacing door knockers, bells or security chains
  • replacing toilet seats and flush chains

All NPH repairs are carried out either by:

  • our own workforce
  • specialist contractors we select from an approved list

We are responsible for repairs:

Outside your property

We are responsible for:

  • the main structure of the building
  • any fittings and appliances we originally supplied

Inside your home

We are responsible for:

  • pipes
  • wiring
  • heating systems
  • drainage
  • power and light fittings
  • any fittings or facilities in communal areas

In the garden

We are responsible for:

  • fences
  • walls
  • outbuildings
  • sheds or coal bunkers that were originally put up by NPH (or Northampton Borough council previously)
  • the main paths from the boundary of your property to your front and back door

By law we must also conduct an annual safety check and service of your gas supply, which is done by a specialist contractor.

NPH carry out ongoing maintenance work to the outside of properties. The programme is agreed in consultation with tenants and leaseholders.

You will need to register with Your NPH using your tenancy reference number before using this service.

If you are not able to report your repair online or cannot register for Your NPH, you can call NPH’s repairs service on 0300 330 7003.

What happens next

If you are unhappy with NPH’s response and are considering further action, please first read about legal disrepairs below.

When requesting a repair, we will place it into one of three categories, each with their own priority and timescale to complete.

Emergency

An emergency repair includes at least one of the following:

  • work to remove immediate danger to people
  • avoid serious damage to the property
  • if it is required to make the property secure

Timescale: We will attend an emergency repair within 24 hours. This may involve follow up works after making the property safe.

Urgent

An urgent repair includes at least one of the following:

  • work needed to quickly prevent immediate damage to the property
  • overcoming serious inconvenience to you
  • potential health and safety or security risk

Routine

A routine repair includes non-urgent work but it cannot wait until a program of planned maintenance takes place in your area.

We aim to get repairs right first time

We will do this by:

  • sending a fully trained and multi skilled tradesperson to carry out the repair on the first visit, at the appointed time slot
  • stocking our vehicles with the most frequently used materials so that most repairs can be completed at the first visit

We will seek your feedback

We regularly seek customer feedback on our repairs service to help ensure we provide a customer-focused service.

An independent market research company called Acuity makes calls each month to 100 tenants who have recently had a repair job completed.

We will provide a variety of ways for you to report your repair

You can report a repair by:

  • calling us
  • reporting online
  • using customer telephones at the One Stop Shop at One Angel Square

We will offer appointment options for you to choose from to fit in with your plans

We will confirm all appointments

We will send you follow up texts:

  • when the appointment is initially booked
  • on the day before the appointment
  • when the tradesperson is on their way

We will provide an option for you to rearrange your appointment

By providing a telephone number for existing repairs queries

We will change the repairs timescales if you have a vulnerability and need more urgent attention

We will recharge you for certain types of repairs.

Damage to your home

This includes emergency repairs caused by deliberate damage, vandalism, neglect or botched DIY by you, members or your household or visitors to your home.

Misreporting a repair

A misreported repair includes reporting a repair as an emergency when there is not one.

Lock changes

If you lose your keys or find yourself locked out of your house, we advise you to employ a locksmith to get you back in and change the lock. If you decide to employ NPH to change your locks, you will need to pay the cost of the work upfront.

We will only carry out the work without payment upfront if your keys are stolen and you have a valid crime reference number from the Police.

Unauthorised alterations/DIY

You must have written permission from us before starting alterations or improvements to your home (not for decorating). Before you move out, you must check whether you are expected to return the property back to its original condition.

Legal costs incurred by NPH for access

When we cannot gain entry to your home for gas servicing or electrical works, the legal costs can be up to £400.

Tips for avoiding recharges

To help avoid being recharged for a repair, you should:

  • ask a friend or relative to keep a spare set of keys for you
  • take out home insurance
  • beware of DIY – botched jobs or alterations we haven’t authorised could be expensive
  • make sure, if you are moving out, you leave the property empty, clean and tidy

Companies encouraging you to make legal disrepair claims are targeting residents by advertising online or going door to door around Northampton. They will encourage you to make compensation claims against us.

Some will let you believe they are working for NPH or the council, but they are not.

We understand there may be times you are not happy with the service we have provided, but we’d rather the money went towards helping you rather than going to legal firms.

Before engaging with any of these claims companies, please:

  • report a repair
  • if you are unhappy with your repair, make a complaint – we will look into your complaint and do our best to make sure it does not happen again

This way we can make sure that your rent money goes into making repairs and improvements to your home, rather than to legal firms.

You may also see social media campaigns from these companies, which tell you they are supported by NPH or the council. They are not. We do not support these companies as they exist to make money out of you, and out of us.

If you are contacted by a legal disrepair firm

If someone from a legal disrepair firm comes to your door, make sure you:

  • always ask for identification – NPH and West Northamptonshire Council staff will always carry ID cards, and will happy to show them to you if asked
  • call the police if you feel scared or threatened
  • talk to us before you sign any documents

Do not feel pressured or misled into signing anything, as you may be liable to pay fees if you change your mind.

If you want to report a repair or chase one up, please talk to us, we are here to help.

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