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Repairs

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As your landlord we are responsible for the maintenance of your home, and we aim to fix problems as quickly as possible.

If you're a Leaseholder or Shared Owner, please go to the Love Living Homes website

General repairs including problems with damp and mould:

We have different repairs teams depending on where you live. If you haven’t entered your postcode to get to this page, please use our postcode checker to make sure you're in the right place. 

The best way to report your repair is by calling 01892 501480 (option 1) or via email repairs.direct@tch.org.uk.

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Hot water and heating

For hot water and heating problems contact Sureserve Compliance South: 0800 011 3139

For oil and solid fuel heating call Headcorn Heating: 01622 891299

What type of repair do I have?

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Emergency repairs

Emergency repairs are where health and safety or the security of your home could be at risk if not dealt with quickly. We aim to attend and make things safe within four hours.

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Routine repairs

These are repairs which do not cause serious inconvenience or risk to you or your home. We aim to complete routine repairs within 20 working days.

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Major works repairs

Major works repairs are defined as large time-intensive pieces of work, that are likely to take time to complete.

Major works repairs fall outside the timeframe of a routine repair. They are usually complex repairs that require either a specialist contractor and/or a technical lead to diagnose and then manage the works till they're complete.

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Planned maintenance programme

Our planned maintenance programme is work that is carried out on a regular basis. It includes major replacements such as kitchens, bathrooms, windows etc.

You can learn more about our planned maintenance programme here.

You can also find out when major works are expected to your home through the MyHomeOnline customer site.

Repair responsibilities

As your landlord we are responsible for the maintenance of your home, but there are some things that you are responsible for. Below are some examples of repairs we’re responsible for and some you’re responsible for.

If you have a repair that’s not on the list or you’re unsure please give us a call and we will be happy to discuss it with you. You can also use the diagnostic repairs tool on MyHomeOnline.

Examples of repairs and ground maintenance of your home that we are responsible for:

  • keeping the exterior (including the roof, walls, doors, windows, paths) and interior (including ceilings, doors, floors) of the building in good repair
  • making sure supplies for gas, water and electricity are in good working order
  • maintaining kitchen and bathroom equipment and drainage
  • maintaining shared areas like entrances and stairways.

Examples of repairs and general maintenance of your home that you are responsible for:

  • keeping your home in a good condition
  • replacing keys and fobs, for example, if they are lost or broken
  • replacing light bulbs and fuses
  • repair / maintaining your own fixtures, fittings and belongings
  • door letter plates, except if fitted as part of a uPVC door
  • minor cracks in plaster
  • internal decoration including any floor coverings you’ve laid
  • replacing minor items like plugs for baths and sinks, toilet seats and pull chains
  • clothes lines and posts except in communal areas

Read our repairs service policy to find out what you can expect from our repairs service.