Online Repairs FAQ's - Archive Only

Web GRO - Frequently Asked Questions

The Online Repairs Service is for use by Hounslow Homes’ Tenants and Leaseholders. To use the Online Repairs Service, you will need a valid PIN (Personal Identification Number) and password. All Tenants and Leaseholders that can use the service will be sent a PIN and password.

A number of ‘Frequently Asked Questions’ and answers to help you use the Online Repairs Service are set out below. If you can’t find the answer you’re looking for, why not send your question to housing.repairs@hounslowhomes.org.uk and we will endeavour to answer it.

Q. I’ve been sent a password for the Online Repairs Service, but I don’t have a computer. How can I use it?

Q. I’m a new tenant / leaseholder, how do I get a password so that I can use the Online Repairs Service?

Q. My password is not working, what should I do?

Q. What if I make a mistake or change my mind, can I cancel the repair?

Q. Can I use the Online Repairs Service to place orders for more than one repair?

Q. What if my repair is an emergency?

Q. Can I still contact the Repairs Call Centre to raise a repair, even though I can do this online?

Q. I have a query about a repair I requested online, who should I contact about this and how?

Q. What if the repair that I want is not on the system?

Q.I picked a repair and a message is telling me that I must pay for that repair, what should I do now?

Q. What if there is something that I should tell you about before your visit?

Q. I clicked on a repair and entered my details, but there was a problem and I could not book any appointments. I got a job number, but should I start again just in case?

Q. I booked an appointment but now I want to change it. Can I do this online?

Q. I’m a leaseholder, can I report any repairs online?

Q. I raise repairs on behalf of a vulnerable tenant, can I do this online?

Q. Can I give my PIN and password to a friend/relative so they can use the Online Repairs Service to order a repair for me?

Q. I’m a Leaseholder and I want to raise a repair on another block on my estate, can I do this?

Q. The block address shows more properties than are in my block. As a Leaseholder, will the charge for repairs for the other block be included in my service charges?

Answers

Q. I’ve been sent a password for the Online Repairs Service, but I don’t have a computer. How can I use it?

A. If you don’t have access to a computer at home, provided you have your PIN and password you can log onto the system from any computer with internet access. This includes computers in libraries, internet cafes, community centres, a friend or family home or your place of work (if you have permission).

Q. I’m a new tenant / leaseholder, how do I get a password so that I can use the Online Repairs Service?

A. To use the Online Repairs Service you will need a valid PIN and a password. To obtain a new password, you can e-mail your name and address to the Customer Service Centre at housing.repairs@hounslowhomes.org.uk.

Alternatively, you can contact the Customer Service Centre direct on freephone 0800 085 65 75 with details of your name and address.

For security reasons, your password will be sent to you by post

Q. My password is not working, what should I do?

A. Check that you have entered your PIN and password correctly. Your password can be entered in either lower case or upper case. If you have entered your password incorrectly 3 times, your password will become invalid, and you will need to request a new one. Until you receive your new password, you will not be able to raise a repair using the online service.

If you are still experiencing a problem with either your PIN or password, you can email the Customer Service Centre at housing.repairs@hounslowhomes.org.uk, or call direct on freephone 0800 085 65 75. You will be asked for your name and address. Your password will be reset and for security reasons a new one sent to you by post.

Q. What if I make a mistake or change my mind, can I cancel the repair?

A. If you choose the wrong repair, but have not confirmed the order, you can select another repair by clicking on the back button on the top left of your screen. You can then choose another repair.

Once the order has been confirmed, you will be given a job reference number. If you wish to cancel the job, you will need to contact us and give us this reference number. You can do this by calling the Customer Service Centre on freephone 0800 085 65 75, between the hours of 8am to 8pm Monday to Friday or by e-mailing them at housing.repairs@hounslowhomes.org.uk.

Q. Can I use the Online Repairs Service to place orders for more than one repair?

A. You can request any number of repairs on your property or the communal area/block where you live, provided the repair is not already on the system. If the repair is already on the system, a message telling you that the job has already been requested will be displayed.

If you require more than one repair for the same type of trade e.g. a repair to a tap and a repair to your W.C. that requires a plumber, you will need to request two separate orders and raise appointments for each of these orders. Depending on the available appointments at that time, you may or may not be able to book the same appointment dates or slots for both repairs. If you have more than one repair for one type of Trade, we suggest that you contact the Customer Service Centre on freephone 0800 085 65 75. A Customer Services Advisor will raise the repairs on our main housing repairs system. They will also check the availability of operatives in your area, in case the repairs can be carried out on the same day.

As the Customer Service Centre is using the same appointments system as the Online Repairs Service, appointments offered will depend on availability and we cannot offer earlier appointments if all the slots are full.

Finally, please be aware that we will cancel any unnecessary repairs that you have raised, for example if you raise a repair for an item that you don’t have at your property. If this happens we will let you know.

Q. What if my repair is an emergency?

A. Never use the online service if you think your repair is an emergency. The Online Repairs Service is for repairs and maintenance orders that can be completed by appointment. If you place your order online, we will not be able to treat your repair as an emergency.

If you need to report an emergency repair, contact the Customer Service Centre on freephone 0800 085 65 75 Monday to Friday 8am to 8pm or the Out of Hours Service on 0208 583 2222 when the Customer Service Centre is closed, including weekends and bank holidays.

Q. Can I still contact the Customer Service Centre to raise a repair, even though I can do this online?

A. Yes. The Customer Service Centre will still be available to you to report repairs and make enquiries even if you use the Online Repairs Service. You can contact the Customer Service Centre direct on free phone 0800 085 65 75, or by email on housing.repairs@hounslowhomes.org.uk.

Q. I have a query about a repair I requested online, who should I contact about this and how?

A. If you have any queries about repairs, you can contact the Customer Service Centre on freephone 0800 085 65 75. The Customer Service Centre is open from 8am to 8pm Monday to Friday. You can also e-mail on housing.repairs@hounslowhomes.org.uk. Please tell us your name and address, the job number - if you know it - and the details of your query.

Q. What if the repair that I want is not on the system?

A. Some of the repairs we carry out may need to be inspected by a Technical Officer first. You will be able to book an appointment online for an inspection, for particular repairs. Any other repairs that are not available on the Online Repairs System will need to be requested through the Customer Service Centre. This is because they may require more than one type of operative to visit, e.g. a plumber and a carpenter, and require more than the usual one appointment. If you have any queries about these types of repairs, please contact the Customer Service Centre Centre for advice on free phone 0800 085 65 75, or by email on housing.repairs@hounslowhomes.org.uk.

Q. I picked a repair and a message is telling me that I must pay for that repair, what should I do now?

A. Some of the repairs we do are your responsibility and if we carry out the repair you will be recharged for the work that is done. If the repair is needed as a result of damage caused by you, your family or a visitor to the property, you will be charged for that repair. The cost of the repair can be paid in manageable instalments with your rent.

If you feel that this repair should not be recharged to you, you should contact the Customer Service Centre on free phone 0800 085 65 75, or e-mail to housing.repairs@hounslowhomes.org.uk.

Information on your responsibilities as a tenant and recharges can be found in your Tenants Handbook and in the Reporting Your Repairs handbook.

Q. What if there is something that I should tell you about before your visit?

A. If you have any information that will help us to gain access or carry out your repair, please tell us by adding the information to the ‘Access Details’ box when you are requesting a repair. This includes information about you, e.g. you need extra time to reach the door, or the exact location of the repair if on your estate e.g. the floor number, or where it’s near. Repairs may be delayed if we cannot gain access to your property, or if we don’t have the right information.

Q. I clicked on a repair and entered my details, but there was a problem and I could not book any appointments. I got a job number, but should I start again just in case?

A. Although we will try to ensure the Online Repairs System is working as it should be at all times, occasionally there may be a problem. The system will give you an error message if this happens. If the repair has been successful, you will be given a job reference number. This means the repair is on the system, however, you will need to contact the Customer Service Centre to book an appointment You can do this by calling the freephone number - 0800 085 65 75. As we need to check with you what dates are convenient for you, we recommend that you contact us by phone.

Alternatively, you can request your appointments by e-mailing the Job reference number and your name and address to housing.repairs@hounslowhomes.org.uk or you can fax the details to the Customer Service Centre on 0208 583 4336. Please be aware that should you contact the Service Centre by e-mail or fax outside the normal opening hours of 8am to 8pm Monday to Friday, there will be a delay in our response to you.

If the system gives you an error message or you are unsure about whether your request has been logged, please contact the Customer Service Centre who will be able to check for you. You can also check the Repairs History for the property where the repair is located.

Q. I booked an appointment but now I want to change it. Can I do this online?

A. If you need to change an appointment that you have booked, you will need to contact the Customer Service Centre on freephone 0800 085 65 75 Monday to Fridays 8am to 8pm. The Online Repairs System will not allow you to change any appointments already booked.

Q. I’m a leaseholder, can I report any repairs online?

A. When you log into the system, the addresses of the locations that you can request repairs for will be shown on the Property Selection page. This is where you will select the address where the repair is located. All Leaseholders will be able to request repairs/view the repair history for their block, estate or the communal area where they live, as well as garages (if rented from Hounslow Homes).

Q. I raise repairs on behalf of a vulnerable tenant, can I do this online?

A. The current system does not allow you to raise a repair online for someone else and you should not share your PIN or password with anyone. If you do raise repairs for someone else, you should continue to phone these through to the Customer Service Centre on freephone 0800 085 65 75 or email on housing.repairs@hounslowhomes.org.uk.

As part of our ongoing work to expand the service available to you, we will be looking at ways in which users that support other tenants can use the Online Repairs Service to request repairs for other properties.

Q. Can I give my PIN and password to a friend/relative so they can use the Online Repairs Service to order a repair for me?

A. Your PIN and password is for your personal use and should not be shared with anyone else. If you want a friend/relative to report a repair on your behalf, they should contact the Customer Service Centre on 0800 085 65 75, or via email on housing.repairs@hounslowhomes.org.uk.

Q. I’m a Leaseholder and I want to raise a repair on another block on my estate, can I do this?

A. Yes. When requesting the repair, choose your own block address. Ensure you have added in the ‘Access Details’ box the exact location of the repair, including the block number (if you know it) and any other information that will help us carry out the repair. We also ask that you provide a contact number in case we need to confirm the details with you.

Q. The block address shows more properties than are in my block. As a Leaseholder, will the charge for repairs for the other block be included in my service charges?

A. The Repairs Service number the properties and blocks on an estate in a different way to Leasehold Services, so you may see a block address made up of more properties than are actually in your block.

You will only be charged for the repairs carried out to the block that you live in. Leasehold Services thoroughly check the repairs carried out to ensure that Leaseholders are charged correctly when calculating service charges. If you are still unsure, or have any queries regarding service charges, please contact Leasehold Services for advice:

Brentford and Chiswick - 0208 583 4295

Hounslow, Heston, Cranford and Isleworth - 0208 583 3417

Feltham, Hanworth and Bedfont - 0208 583 3814