Repairs / decorations

H & F Homes Repair Ordering Centres (ROCs)

H & F Homes now have two state-of-the-art Repair Ordering Centres, which will serve residents in the north and south of the borough where all phoned repair reports are received and orders placed for the borough's 18,000 tenants and leaseholders.

The Repairs Ordering Centre for residents' living in the south of the borough has been operating from the Fulham North Area Housing Office since 15 May 2006 and the Repairs Ordering Centre for residents in the north of the borough, based at Hammersmith North, since the 4th September 2006. They both have freephone numbers, and combined the dedicated team of officers staffing the centres have dealt with over 30,000 calls!

Residents wishing to report a repair can do so by calling one of the freephone numbers below but please note that calls are only free when calling from a landline, if you use a mobile then local network rates may apply. Residents who can only report the need for repairs in person can still do so at their local area office receptions.

The Repair Ordering Centres are staffed by teams of Customer Service Officers, who will make an appointment over the phone for either a repair to be carried out or an inspection visit by a technical officer. The Repairs Ordering Centres will deal with routine and emergency repairs and operates between 9.00am and 5.00pm, Monday to Friday.

FREEPHONE NUMBER TO REPORT YOUR REPAIR FOR RESIDENTS IN THE SOUTH OF THE BOROUGH: 0800 131 3423

FREEPHONE NUMBER TO REPORT YOUR REPAIR FOR RESIDENTS IN THE NORTH OF THE BOROUGH: 0800 093 3132

Please have the Tenants Repairs Handbook ready when you call.

Out of hours emergencies:

If there is an emergency repair that is required outside normal office hours (8.45am-5.00pm Monday to Friday) you should telephone 020 8748 8588.

An emergency would be a repair that is necessary to prevent personal injury, something that could damage someone's health or a danger to the building. You should not use this number if the repair is not the landlords' responsibility.

Gas leaks should not be reported on this number. Telephone Transco direct immediately you become aware there is, or might be, a problem. Their number is in the local directory.

Repairs you may have to pay for:

You may have to pay the council for repairing items damaged by you, your family or visitors. The repair is called a Rechargable Repair. For example, if replacement of you bath, WC, sink or windows is necessary because neglect or carelessness, you will either have to carry out the replacement or repair yourself (with the permission of H & F Homes), or repay the cost to the council.

If you lose your keys, the same applies. H & F Homes does not keep a spare set of keys for any dwelling.

The exceptions to this are:

Pensioners, who are not recharged for repairs.

Break-ins, if your home has been broken into and the police have been informed and have confirmed the incident, you will not be charged for the cost of putting any damage done to the parts of your home that the council is responsible for.

The council's home contents insurance scheme for tenants:

The council operates a home contents insurance scheme in parternship with a leading insurance company. The scheme will give you the opportunity to join a low cost insurance scheme allowing you to obtain insurance covere in areas where it was previously not available or very expensive. Premiums can be paid along with your rent payments. For further information, please contact the hotline 020 8753 1928

External decorating:

H & F Homes is responsible for repairs and decorating the outside of your home.

You can paint the exterior woodwork of your home without the council's permission, but you should contact your area housing office to discuss the colour to be used. You must contact the area housing office you want to do any other outside decorating.

Communal areas:

H & F Homes is responsible for the repairs of communal areas on estates and common parts in house that contain two or more separate flats. if you notice something that needs a repair report it to your caretaker or local area housing office, especially if it causes danger.

Internal decoration:

You are responsible for keeping the inside of your home in good decorative order.

When you move into your home:

When your tenancy starts you may receive a decoration allowance to assist in the cost of any decorations you may want to do. This allowance is calculated on the number of rooms/areas in the property.

If you are elderly, disabled or vulnerable in some other way, H & F Homes may do the decorations for you in exceptional circumstances (providing there is no able bodied member of your household who can do the work instead). Click here to download a form to apply for help in decorating your home.