Repairs

You can access our repair guide by clicking here.

What if I have a Gas Central Heating Repair?

If you have a Gas Central Heating Repair, which includes smoke detectors, extractor fans, carbon monoxide detectors and thermostatic mixer valves, you can contact Carillion Planned Maintencnae (24hours):

telephone freephone 08001380057

What if I need a general repair done?

If something for which we have responsibility needs to be repaired you should report it to us as quickly as possible. During normal working hours (Monday to Friday 9.00 am to 4.30 pm, Friday 9.00 am to 4.00 pm) you can:

telephone 0345 2602633;
send a fax to 0345 2602634;
email: repairs@cynon-taf.org.uk
use the Report Form here or
visit any of our offices or contact points.

Remember to give you name, address, the nature of the problem and details of when someone is likely to be at home.

What if it's in the evening, at the weekend or during bank holidays?

If it's an emergency and cannot wait until the office re-opens you should telephone 0345 2602633. You will then be transferred to our main repairs contractor who will deal with the matter.

Is there a time limit for the work to be completed?

We will always try to respond to your repair requests within an appropriate time. This will depend on the consequences for you of any delay and the condition your home is in.

Where there is a danger to your health, a risk to your safety and security or serious damage to the building we will treat the matter as an emergency. Someone will visit as quickly as possible (definitely within 24 hours) to make the situation safe.

If your comfort or convenience is seriously affected or the dis-repair is causing you extra expense the work will be designated as urgent. In these circumstances we will aim to put things right within 7 days.

Those repairs that do not cause you distress or expense are routine and may take up to a month to be completed.

How will I know what's happening about my repair?

Whenever you request a repair to be carried out we raise an Order. A copy of this order is sent to you so that you know who the contractor is, what we have asked them to do and when they should attend at your home.

Attached to your copy of the Order is a form that you should use to report your experience back to us.

If the contractor does not attend at the time stated, or does not carry out ALL the work requested you must report the failure to the Office immediately.

You may also get a visit from one of our Officers either before the work starts or after it has been completed.

What can I expect from the contractor?

We expect contractors to perform their work to a high standard. They are required to abide by our rules on health and safety, equal opportunities and customer care. They must:

show you identification
explain why they are there
be dressed appropriately
not cause any nuisance (no radios, etc.)
be courteous and polite (no bad language)
protect you and your belongings from dust and damage
restore services such as power, water, heating
clear any rubbish
reinstate decoration, grassed areas, etc.

Do you do maintenance without me making a request?

In addition to the repairs you report from time to time we will undertake other maintenance works.

Central heating, smoke alarms, etc. will be serviced annually. Then there are other matters that need attention on a fairly regular basis e.g. external painting.

We survey every home at least once every five years. This information is then used to draw up a programme of work to maintain the structure of your home and replace any defective fixtures and fittings that are our responsibility.

When such work is planned for your home you will receive a notice telling you who the contractor is, what we have asked them to do and when you can expect it to be done.

What if I am not satisfied with the service?

If either the association or the contractor fails to meet these promised standards you need to speak to Janet Jones at the office, or by telephone on 01443 743245 or you can email her at jjones@cynon-taf.org.uk or you can address a letter to Ms J Jones, Service Improvement Manager, Cynon Taf Community Housing Group, Freepost RRKG-AUCU-EZTS, Unit 4, Navigation Park, Abercynon, Mountain Ash, CF45 4SN (no stamp is required).

She will ensure that your concerns are fully investigated and appropriate action is taken.

Unit 4,
Navigation Park,
Abercynon,
Mountain Ash
CF45 4SN
Phone: 0345 2602633
Fax: 0345 2602634
Email: ctha@cynon-taf.org.uk

If you wish to pay online, please CLICK HERE to be redirected to www.allpayments.net, our preferred internet payment facility.