Report a repair

We are currently receiving high demand for our repairs service, so we have made some changes to how we deliver the service in light of some of the challenges we are facing. Find out about our response to repairs here.

The easiest way to report repairs is to use our handy reporting tool below to pinpoint the exact issue:

You can also report a repair by:

• Dropping us an email
• Calling us on 0800 169 2988

Customer charges

Customer charges are costs that Plus Dane incurs that fall within the responsibility of the customer in the tenancy agreement.  
There are a number of instances that could result in a customer being charged. While not an exhaustive list, examples include:

• A repair that is a customer's responsibility as outlined in the tenancy agreement and our Repairs & Maintenance Policy.  
• Providing access to homes if keys or fobs are lost or misplaced or replacing locks.  
• Replacement fobs or suited keys. 
• Repairs to correct damage to a Plus Dane home and or communal areas which is caused by the customer, their family, or visitors through neglect or misuse.  
• Clearing items and rubbish when a customer moves out of their home.  
• Correcting or checking any unsafe or unauthorised alterations to a home.  
• Removal of fly tipping and rubbish that can be attributed to a customer. 
• Legal costs to gain access to complete regulatory safety checks, essential works or inspections or for dealing with an anti-social behaviour case. 

Why we issue customer charges

Plus Dane is a registered provider of social housing and as such has a responsibility to use its resources fairly and equitably. Tenancy agreements set out the responsibilities of our customers in relation to the maintenance of their homes, we also have information on our website here. If a customer does not meet the requirements of their tenancy agreement, it is not fair for other customers to subsidise the cost of putting this right, which is what happens when Plus Dane absorb the cost of undertaking works that are the responsibility of a customer.

How to avoid customer charges

It might not always be possible to avoid being charged, but there are certainly ways in which you can reduce the risk of being charged. 

1. Look after your home, keeping on top of the maintenance areas you have responsibility for.
2. Always report repairs to us at the earliest opportunity – we can then ensure they are fixed within an appropriate timescale avoiding further damage which can be more costly. 
3. Be available for scheduled appointment and if you are unable to make one, let us know at the earliest opportunity so that we can assign that appointment to another customer and reschedule your appointment.

Will I be notified about a customer charge?

We will always notify you if we intend to apply a charge if we are clear that it falls within your responsibility so you have the opportunity to arrange your own repair. 

It is not always possible however, to determine up front if a charge is applicable. For example, if we attend to fix a blocked toilet and it becomes apparent that this is due to something being flushed that shouldn’t be, we will only know this while undertaking the repair and therefore would be unable to give prior notice. 

Where we are clear a customer charge is applicable, we will request payment, before undertaking the works that are required. If you are unable to pay the full amount up front, we will agree a payment plan ahead of any works starting.

In the case of an emergency, if we are unable to collect payment ahead of carrying out the works, we will make safe and then issue a customer charge afterwards. 

Contents insurance

We always recommend that you have sufficient contents insurance including accidental damage to ensure you can replace items that may get damaged in your home. While Plus Dane would not cover the cost of replacing items that are damaged accidentally, your contents insurance may cover this, subject to an excess charge. 

What if I disagree with a customer charge?

If you do not agree with the charge that we issue you, you have the opportunity to appeal the decision outlining your reasons for the appeal. This should be done in writing to our Income team within 20 calendar days of the charge being issued. This will then be considered by a manager. 

If you remain dissatisfied with the outcome, you can progress through our complaints process. 

What can I expect to be charged?

We will outline any costs before progressing with the work as they will be calculated on a case-by-case basis, but some of our standardised costs include:

• £60 an hour for us to come to your home, make safe and complete a repair. Outside of working hours (Monday – Friday 8.30am – 5.45pm), this will be £120. 
• Replacing a new front door: £1500
• Re-glazing broken windows: £200 
• Legal costs and court costs for gaining access: £1000 - £2500
• Clearing items left in empty homes: £500
• Lock changes and replacement keys: £100
• Replacement fobs: £25

Repairs within new homes or to new components

If a repair is reported in the defect period of a new build or within a liability period for a component e.g., new roof, kitchen, our approach is to contact the contractor so that they can cover the cost of the repair. This may lead to some longer wait times, but we will progress this as quickly as possible and repair in cases of emergency.

This approach is essential to ensuring we get the best value for money for the service that customers pay for.

Do you smell gas?

Is your carbon monoxide alarm beeping continually? Contact Cadent immediately to arrange an emergency visit on 0800 111 999.

If a gas or carbon monoxide leak is detected, Cadent will cap the gas coming into your home.

If Cadent report that you need remedial work after their visit, it is our responsibility to put this right - please contact us on 0800 169 2988 to report this.