Alterations, repairs and estate management

We know that the way we carry out repairs is important to you. You can use these pages to find out more about our repair service, what our responsibilities are and what repairs you are responsible for.

Last year we carried out 20,095 repairs, that's an average of 386 a week. We prioritise our repairs so that we tackle the most serious repairs first. For example, a broken front door lock is more urgent than a broken gutter, and a leaking or blocked toilet, is more urgent than a dripping tap.

We have set ourselves challenging targets to ensure we complete your repairs as quickly and efficiently as possible.

Before calling us, have a look in your Repairs Handbook and check that you have all the information that we will need to deal with your repair and confirm that we are responsible for fixing it.

We are responsible for:

• the drains, gutters and outside rainwater pipes and the roof, but not any aerial or satellite equipment we didn’t install
• the outside walls, outside doors, window sills, window catches, sash cords and window frames, including outside painting and decorating but not normally glazing broken as a result of damage
• the internal walls, floors and ceilings, doors, door-frames and skirting board, but not painting and decorating inside
• chimneys, chimney stacks and flues
• paths or steps
• plasterwork
• garages and stores which are part of the property
• boundary walls, gates but not hedges
• basins, sinks, baths, toilets, flushing cisterns, waste and water pipes
• electrical wiring, including sockets and switches
• water heaters, fireplaces, fitted fires and central heating installations
• gas pipes

You are responsible for:

• replacing the removable parts of a solid fuel fire – fireplace tools, frets, bars and ashpans
• smoke alarms (unless we have fitted them to the electrical mains)
• batteries for smoke alarms
• trimming doors so that carpets can be fitted
• minor plaster cracks to walls and ceilings
• plugs and chains to bath and basins, and toilet seats and lids
• clothes lines
• electrical plugs
• light bulbs and fluorescent tubes
• replacement keys
• replacing glass broken by you, a member of your household or your visitor.

If you’re elderly or disabled, we may be able to help deal with some of the items which are your responsibility on request.

If you want to alter your home you need to ask our permission first. We will not be responsible for repairs to alterations that you have made to your property unless we have agreed in writing to this.

Bogus callers warning

All our employees and contractors have identification badges complete with photograph. You must ask to see an employee’s badge before you let someone claiming to be from Merlin Housing Society into your home.

If you are unsure who they are, do not let them into your home. Instead, ask for their identification badge and call our freephone repairs number, 0800 953 0340.

If you call out of office hours (8.30am – 5pm, Monday – Friday, except Wednesdays, 8.30am – 3pm) and no-one is available to verify the details, tell the caller that it is inconvenient and that you will re-arrange the visit.

Your safety is our priority. None of our employees will be offended if you feel you need to do this.