What happens when I report a repair

1. The Repair is Reported
This can be done by phone, fax, and email or through this website.
You should tell your Property Manager:

Your name and address
Details of the repair
Times when a contractor can call to attend

2. The Repair is Recorded
The repair is entered onto your computer file by one of our Property Managers. The repair is authorised by the Landlord before a Works Order is issued to the most relevant contractor who will carry out the repair. If more information is required, or the repair sounds as though it will have major implications, the contractor will then visit the property and assess the problem first.

3. An Appointment is Made
LENWELL or the contractor will try to contact you to arrange an appointment. In most instances you can arrange whether you want a morning or afternoon to suit you. Please understand however that the contractor has a right [in terms of your Tenancy Agreement] to enter the property without your approval to attend to the repair.

4. The Repair is Acknowledged
After the job has been assessed or given to a contractor, a Supplier Questionnaire is sent to you. This gives you the opportunity to comment on the contractor and the work carried out.

5. When the Work is Completed
You should return the Supplier Questionnaire. This helps LENWELL monitor how satisfied our tenants are with the standard of repairs done. If people are dissatisfied with the service they receive from any of our contractors, their complaints will be looked into. If a contractor continues to provide a poor service it may result in us deciding to stop using that contractor. LENWELL takes this matter extremely seriously and your feedback is appreciated.

Emergency Repairs
We aim to respond to all emergency repairs within 24 hours after they are reported. These are repairs which could affect tenants' safety, security or health, or cause serious structural damage to the property.

Emergency repairs should be reported to our staff in the normal way if they occur during working hours. If they occur out of hours tenants should make the emergency situation safe, leaving the balance of the work required for the next working day.

Further Information 
For Security Advice: Every police station has a Crime Prevention Officer who can give advice on home security. Contact Bedfordshire Police on 01582 401 212 or Hertfordshire Police on 0845 3300 222   For Fire Prevention Advice: A Fire Safety Officer will be able to help with advice about fire prevention. Contact: Bedfordshire & Luton Fire and Rescue Service 01234 – 351081

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