Zebra Postgraduate Student Accommodation
Repairs will be carried out by either our own maintenance staff or an approved contractor. We will always ensure that staff and contractors have identification with them, protect your property, and clear up after they have finished their work. We will carry out post-repairs surveys on a number of the repairs carried out.
HOW TO REPORT A REPAIR
Repairs can be reported via email: repairs@zebrahousing.com
Please include your full address and as much detail about the issue as possible. You can send photos and video to us so we can better determine how we can help you.
When a repair is reported to us via email, you will receive a reply during office hours explaining the next steps, or a request for more information in case we need it to proceed. A first visit could be from a maintenance officer to determine the scale of the issue or take measurements, or it could be that a contractor will visit you to carry out the job.
If we need to visit multiple times, we will stay in touch with you via e-mail to update you on progress.
You may wish to be home during visits, but we are often able to organise access to your flat either by our own team or a warden. Most residents prefer this option so they don’t have to change their plans for the day.
We will try to find a date and time that suits you for any reactive repairs, but we appreciate your flexibility and cooperation especially with planned works.
We aim to attend to all reported issues as quickly as possible. You can see an overview of our performance standards below:
EMERGENCIES
An emergency is a maintenance or repairs issue which poses an immediate risk to the safety of tenants or the building. An example could be water coming through the ceiling or loss of hot water and heating in a building in the middle of winter. If an issue of this type occurs outside office hours, you need to contact your warden directly. We aim to attend to emergencies within 24hrs.
Should there be an emergency in a building where access to your flat is required immediately, we reserve the right to enter with little or no notice to you. This will only happen in case of a legitimate emergency where there could be a risk to the building or the people in it if we do not act quickly – for example a serious leak, an electrical problem, or a gas leak. If this is the case we will contact you ASAP via e-mail to explain what has happened.
URGENT REPAIRS
An urgent repair would be an issue which materially affect your comfort or convenience. An example of an urgent repair could be all lights in a room out of order, a broken bed, or a single radiator out of order. We aim to attend to urgent repairs within 5 days.
ROUTINE REPAIRS
A routine repair would be anything that doesn’t fall in one of the above categories, for example a slightly loose door handle, a curtain in need of replacement, or a cosmetic repair. We aim to attend to routine repairs within 15 days.
OUR REPAIRING RESPONSIBILITIES
We maintain all exterior drains, gutters, roofs, external pipes, chimney stacks, walls, windows, doors and door locks, paths, steps, stores, gardens and fences. We aim to redecorate the outsides of our buildings and common areas about every eight years.
We maintain all walls and doors, ceilings, floors, joinery, door furniture, all kitchen and bathroom fixtures and fittings supplied by the Association. We decorate the inside of flats when it is needed.
We are responsible for maintaining your water, gas and communal electricity, sanitary services, including baths, showers, sinks, W.C.s and basins, your heating, lighting, and all appliances supplied by the Association. If you have a gas boiler in your flat, we will service and safety check it every year.
We provide and maintain fire prevention equipment and door entry systems. We also deal with pest control.
We safety test all portable electrical appliances that we have supplied every year.
We check tanks and communal shower facilities on a regular basis to prevent the spread of Legionella.
RESIDENT’S REPAIRING RESPONSIBILITIES
You are responsible for unblocking drains, showers, sink wastes, W.C.s etc. where the blockage is caused by you or your guests. You are responsible for replacing lost or damaged keys and repairing or replacing damaged fixtures, furniture, floor coverings and appliances where the damage has been caused by you or your guests.
You are responsible for cleaning and descaling your shower heads to avoid build-ups that could damage the shower mechanism.
You are also responsible for repairing damage caused by fixtures or appliances that you have installed including making good when you remove the fixture or appliance when your occupancy ends.
You are responsible for resetting trip switches and heating controls.
You must place your rubbish and recycling in the designated areas only, on the designated days having regard for other residents who may live close to these areas.
When a repair is reported and it could be the tenant’s responsibility, we will explain this to the resident and inform them that they might be charged for the repair. We will ask the contractor to provide us with a report if there is a dispute.
Where a resident neglects or damages their home, they may be liable for the cost of the repair or renewal.
KEEPING SINKS & WCS CLEAR
Blocked sinks and showers frequently cause issues in our old buildings. Please make sure that you dispose of food correctly, particularly rice and cooking fat (a regular cause of problems). Please use a strainer in kitchen and bathroom sinks to avoid food waste and hair going down the drains.
Please don’t dispose of articles such as diapers/nappies, sanitary towels, baby wipes, paper towels etc. in WCs as this causes severe blockages. This includes wipes and single use cloths labelled ‘flushable’.