As a Sutton Housing Society tenant it is important that you report a repair as soon as you notice a problem and you can report the repair in a number of ways.
- By calling the Repairs and Maintenance Department on 020 8661 5891 between the hours of 9.30 am-12.30 pm and 1.30 pm and 4.00 pm.
- You can report your non-emergency repair by emailing us at info@shsoc.org.uk. If you do e-mail us please remember to give us as much information as possible and a contact telephone number.
- You may also visit our office (at Pat Shaw House, 13-19 Ventnor Road, Sutton, Surrey, SM2 6AQ). To ensure your enquiry can be dealt with by the relevant team member please telephone prior to inform us of your visit.
- Emergency repairs outside of normal working hours can be reported via Mole Valley Monitoring Centre on 01372 376533 or by activating the monitoring service via the alarm devices, e.g. pull cord or speech module. Before using this service, please ensure it is a genuine emergency and can’t wait until our office re-opens.
Emergency Repairs
An emergency repair should be reported to Sutton Housing Society on
- 020 8661 5891 between the hours of 09.30 – 12.30 and 1.30 – 4pm Monday to Friday
- Outside of the above times you can contact Mole Valley Monitoring Centre on 01372 376533
- Or by contacting the monitoring service via the alarm system, e.g. pull cord or speech module.
What is an emergency repair?
When an emergency repair is reported we aim to have a contractor at your property within 24 hours. To ensure the best use of our resources we have defined the emergency jobs that will attract the 24 hour priority.
Please remember only genuine emergencies will be dealt with out-of-hours. If an emergency call-out is not a genuine emergency, the costs will be charged to you.
Heating and hot water
- Where you or your home is at risk due to a major water leak from any part of the heating system
- Where the heating system fails between the months of October to March inclusive
We recommend that you purchase at least one portable fan heater for emergency situations.
Please note: Having no hot water is NOT considered an emergency. The only exception to this would be for household members who are frail, elderly or registered disabled.
- Blocked WC pans or toilet not flushing where only there is only one in a dwelling
- We will make your home safe following a break in but you must report it and have obtained a police incident number
- Replacing roof tiles or slates where water is entering dwelling and is likely to cause either damage to the property or a danger to residents
- Clearing blocked foul water drains
- Gas escapes or total loss of supply
- Serious water leaks (leaks where the water is likely to cause damage to the property or present a danger to residents)
- Space heating and hot water failures in dwellings occupied by elderly or seriously ill persons during the period October to March inclusive
- Reports of electric shock or exposed wires within dwelling, overheating of electrical accessories (switches, sockets, etc.) or smell of burning from the electrical installation within dwelling
- No lights and/or power, excluding external communal staircases
- Total loss of water supply
For all Gas Enquiries, please see our Gas, Heating and Energy Performance page
How quickly will your repair be done?
Whenever you report a repair we will tell you the target completion timescale for the repair.
- Emergency = Within 24 Hours
- Urgent = 7 Days
- Routine = 28 Days
We will always consider vulnerable tenant’s issues on all repair types and act accordingly.
Once your repair request has been issued to a contractor you will be sent a letter confirming the works order. This works order will indicate the target completion date.
Are you happy with the repair?
Your feedback is important to us. Once your repair is completed please fill out the tenant satisfaction form that you will find on the reverse of your works order and return to your Support Officer or to Head Office. All returned forms are entered into a quarterly draw for a £25 gift voucher.
Our performance on response to repairs is reported to the Housing Operations Committee and in our Annual Report