Request a repair

Urgent and Routine repairs are repairs that are unlikely to cause serious health and safety problems or serious damage if they are not fixed straight away. For example, carpentry repairs, non-emergency plumbing repairs etc.

The easiest way to report a repair is to do it online by logging into “MY TENANCY” request a non-emergency repair if you chose to report the repair electronically, please provide as much information as you can about the problem.

You can order your non-emergency repair in My Tenancy (login above), or:
• email your non-urgent repair request to info@westwayha.org.uk, or
• call 020 8964 2323 during office hours to report all repairs (Monday to Friday, 9am to 5pm).

Out-of-hours emergencies

Emergency repairs

• To report a genuine emergency outside weekday office hours, phone 020 8964 2323 and follow the recorded message, so that our out-of-hours team can sort it out.

• To report an emergency at the weekend or on a bank holiday, call Pinnacle on 020 3701 3519, who will assess your problem to decide if a contractor is needed straight away.

IMPORTANT NOTE: Covid-19 safety
When contacting us about a repair, please tell us if someone in your household has Covid-19, or is self-isolating. This is to limit the spread of the virus.

Repair priority levels
We classify repairs as emergency, urgent or routine work.

Emergency repairs include:
• gas leaks
• total power failure
• severe roof leaks
• blocked drain/WC
• loss of gas
• burst pipes.
We aim to address these repairs within 24 hours.

Urgent repairs are things such as:
• partial loss of electrical power or light
• electrical faults, unsafe power, lighting, socket or electrical fitting
• partial loss of water or gas supply
• doorbell/door entry repairs
• blocked or leaking drains or soil stack
• toilet blocked or not flushing
• blocked sink, bath or basin
• tap which cannot be turned
• overflows/water leaks that can be contained
• leaking roof
• insecure external window
• loose or detached banister or handrail.
We aim to deal with these repairs within one week.

Routine repairs are all other repairs which are Westway’s responsibility such as:
• plastering/tiling
• plumbing
• carpentry
• dampness/decoration
• paths/paving
• fencing.
We aim to deal with these repairs within four weeks.

PLEASE NOTE: As set out in your tenancy agreement, not all repairs are our responsibility. Go to repair responsibilities to find out more.

Regular inspections & maintenance

We carry out regular estate inspections of all the buildings we manage. You’re welcome to accompany your housing officer or surveyor on these inspections.

When carrying out inspections of communal areas, we:

• Make sure that the estate is being cleaned and maintained to a satisfactory standard
• Identify and report any communal repairs
• Make sure that there are no health and safety risks.
• Under the terms of the tenancy agreement for general needs housing, not all repairs to your home are the Association’s responsibility. You will be advised by staff when requesting a repair whether we will repair the fault. You can find the full list in your tenant’s handbook.

Alterations and improvements

We encourage our residents to look after their homes. If you’d like to make any home alterations or improvements, you’ll need to get written permission from us before you start any work.

Failure to gain consent from us is a breach of your tenancy and could result in punitive action being taken by either Westway HA or the superior landlord, in the case of certain homeowners.

Please note that you are not permitted to carry out any alterations or improvements in communal areas.

Major adaptations

Our staff are here to help if you require major adaptations to your home, you should contact your local council or social services and ask for an assessment from an occupational therapist. The occupational therapist will visit you to assess your needs and will then send us their proposal which we will consider and, in most cases, approve.

Our maintenance team will provide assistance and ensure the work is completed to the highest standards. Examples of major adaptations are:

• Fitting lifts on stairs or through floors
• Removing a bath and fitting walk-in or wet-floor showers
• Sitting shower toilets for disabled people
• Fitting hoists to the ceiling
• Making adaptations to the kitchen or lowering kitchen units.