Modern Housing Solutions (MHS) has produced an SFA Maintenance Guide and a simple illustrative guide for maintenance responsibilities for Service families living in SFA in England and Wales. Please follow the links in the box on the right hand side of the page.
SSFA - How do I report repairs?
For reporting faults to Substitute SFA properties, please telephone (or email) HCR at the earliest opportunity:
- During office hours (Mon-Thurs 09:00-17:30, Fri 09:00-17:00) – for both routine and emergency problems contact HCR's Maintenance Advisors. Telephone: 01256 313764 or HCR's general switchboard 01256 812700. Email: maintenance@hcr.co.uk
- Out of office hours (Mon-Thurs 17:30-09:00, Fri from 17:00 to Mon 09:00) – Telephone ABLE on 0333 6664357.
Your landlord/landlord's agent may have provided details of an emergency policy (e.g. for gas) or preferred contractors, in which case you may use these to rectify the problem. However, please also contact HCR (as above) so that HCR can keep a record of the incident for future reference.
Please note: Out of hours, ABLE will determine if the problem is an emergency; if it is not an emergency, you will be asked to contact HCR during office hours. If you do not use the procedure above, or you call out ABLE (or another contractor) for a non-emergency out of hours visit, you may be liable for resulting costs.
SFA - Repair categories
Based on urgency, repairs are categorised as follows:
- Emergency repairs – DIO Operations Accommodation will make safe and restore services or provide a temporary alternative as soon as possible and within 24 hours. Emergencies include problems affecting health, safety or security (e.g. flooding, complete electrical failure, gas leak, blockage of only WC), and central heating failure where a vulnerable person may be affected.
- Urgent repairs – DIO Operations Accommodation will carry out the repair within five working days. Urgent problems cover those causing serious discomfort or likely to lead to serious damage (e.g. water leaks, blocked drains or WC, power failure, loss of hot water supply, or central heating failure during the winter).
- Routine repairs – DIO Operations Accommodation will carry out the repair within one month. Routine repairs are those that can be deferred without causing serious discomfort, inconvenience or damage.