skip through navigation (Access Key = S ) Jump to Accessibility Information (Access Key = 0 ) Jump to Home Page (Access Key = 1 ) Jump to News (Access Key = 2 ) Jump to Site Map (Access Key = 3 ) Jump to Search Box (Access Key = 4 ) Jump to Frequently Asked Questions (Access Key = 5 ) Jump to Help Page (Access Key = 6 ) Jump to Complaints (Access Key = 7 ) Jump to Terms and Conditions (Access Key = 8 ) Jump to Feedback Form (Access Key = 9 ) Jump to content (Access Key = N ) Jump to Business and Advice (Access Key = B ) Jump to Leisure and Culture (Access Key = C ) Jump to Council and Community Diary (Access Key = M ) Jump to Environment and Planning (Access Key = V ) Jump to Community and Learning (Access Key = G ) Jump to Do It Online (Access Key = O ) Jump to Children and Young People (Access Key = P ) Jump to A to Z Services (Access Key = T ) Jump to Your Council (Access Key = Y ) Jump to A too Z site Index (Access Key = Z ) jump to Read Speaker functionality (Access Key = L) Jump to Printer Friendly Version (Access Key = F) Jump to Text Only (Access Key = J) Jump to Change Contrast (Access Key = K)
Housing defects complaint procedure
Housing repairs If you are an A2Dominion tenant or are a tenant of another registered social landlord, and you have a complaint about a defect in your property, you need to log the complaint with you housing associations call centre before you contact us.

If you are an A2D tenant you can log your complaint online (external website) or ring 0800 432 0077
Metropolitan Housing (external website) or ring 0800 783 2399,
Catalyst Housing (external website) or ring 0800 731 5282,
London & Quadrant or ring 0800 015 6536.
Thames Valley Housing or ring 0800 358 7767.

What if my complaint is not being dealt with?

If your housing complaint is not being dealt with in a timely manner you can ring or email us here in Environmental Health with the details of the complaint.

We will liase with the housing association in finding a solution to the problem.  Environmental Health will only get involved if the call has been logged with the housing association in the first instance.

To speak with Environmental Health you can ring 01784 446251 or e-mail environmental.health.domestic@spelthorne,gov.uk.

As a tenant you would normally be responsible for the following:
  • all decorations inside your home.
  • toilet seats and chains
  • pest control
  • replacing light bulbs and fuses
  • maintaining washing machines, cookers and gas appliances that are your own.
  • maintaining hedges, grass, trees (except in shared areas)
  • repairing damage caused by overflowing water from baths, sinks washing machines, toilet overflows (unless the fold was not caused by your property)
  • replacing fixtures and fittings.
  • replacing  carpets or floor coverings
What is the timescale for repairs?

The time taken to carry out repairs depends on the problem and the time frames each housing association has set. They will vary but as a guide routine repairs will usually be carried out within 28 days or within the time you are given in the event specialist materials need to be ordered. Other types of repairs they will try to fix within 7 days.

What if I have an emergency?

There are two types of emergency repairs and housing associations will have different time scales but generally:

Emergency Repairs - 24 Hours. In this instance the Housing Association will endeavour to fix the problem within 24 hours. This response is for situations that seriously affect how a property can be used. They include:
  • loss of heating or hot water between 31 October and 1 May for non vulnerable tenants.
  • blocked drains
  • emergency systems such as emergency lighting
  • toilet not flushing (if it is the only toilet in the home)
  • repairs to specialist equipment such as a stair lift
  • loss of gas supply (where A2D are responsible)
  • dangerous roof tiles of slates
Emergency  Repairs – four hours. In this instance these emergency repairs are those that need to be done to avoid serious danger to health or safety, or major damage to buildings and property.

These situations include:
  • loss of heating or hot water systems for elderly, disabled or vulnerable tenants  (including children under 3) form 31 October to 1 May.
  • dangerous electrical faults
  • serious leaks from plumbing
  • dangerous structures that need to be made safe
  • lift breakdowns
  • blocked flues
  • complete lighting failure (where they are responsible)
  • complete public area lighting failure (where landlord is responsible)
  • loss of electricity (where landlord is responsible)
How can I make an official complaint?

If you are unhappy with the way your complaint has been handled  by your  housing association and want to make an official complaint, you can contact the Housing Ombudsman Service. This service is set up by law to look at complaints about registered providers of social housing, for example housing associations, and other landlord’s managers, and agents. Their service is free, independent and impartial.  The contact details are listed below.

Local Government

Ombudsman Service
PO Box 4771
Coventry CV4 0EH
Telephone: 0845 602 1983
Fax: 024 7682 0001
Website: www.lgo.org.uk.