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Your repairs service

We want to ensure that your home is in good working order. Our repairs team are committed to responding efficiently to your repair requests. We understand that some repairs are urgent and our emergency repair service line 0300 123 2221 (option 1) is open 24 hours a day, 7 days a week.

Who provides the repairs services?

Repairs services –

  • Willmott Dixon Partnerships

Gas Services –

  • PH Jones
  • Heating / hot water is provided for some residents through a communal boiler, and the contractor delivering this service is Smyth & Byford.

I contacted you about a repair, when will I hear back?

We aim to respond to all enquiries, whether by email, voicemail message or text within 24 hours during office hours. If you contact us by letter we aim to respond within 5 working days.

How do the appointments work?

When you report a repair, we will arrange a suitable appointment time with you, either in the early morning (8am-10am), morning (8am–12pm), afternoon (1pm–5pm) or late afternoon (4pm-6pm). It is also possible to book an appointment for Saturday mornings. We will confirm this appointment by email or letter. Our repairs contractor will call or text you shortly before arrival, to check that you are still available.

What happens if I’m not in?

If you are not in when our repairs contractor visits they will leave a calling card with a new appointment time. If this time is not suitable, you must call to rearrange the appointment.

When will my repair be fixed?

Each repair is given a priority:

  • Emergency We aim to attend within 4 hours and complete a permanent or temporary repair within 24 hours
  • Routine Repair to be completed within 21 calendar days
  • Planned Continual program of planned maintenance improvements

Learn about how we prioritise different types of repair

Why hasn’t my repair been completed first time?

When you report a repair, we aim to tell you when we expect the work to be completed. However, sometimes delays can’t be avoided, for example if we need to acquire new materials to fix the problem, if the weather is too bad to carry out work, or, if a second appointment is necessary. Some examples of repairs that may take more than one appointment are:

  • Repairing or installing new front doors
  • Re-plastering work
  • External works such as laying a brick wall or fixing a fence

If you are concerned about an unfinished repair, call us now on 0300 123 2221 (option 1) so that we can investigate the matter and report back to you.

What happens after the repair is completed?

After a repair is completed, it is possible that our external specialist research company M.E.L may contact you in order to measure how satisfied you were with your repair. We use this information to improve our services to you.

I’ve heard you have a handyperson service – what is that?

We offer a handyperson service to help our elderly, disabled and single parents with small children, who live on their own and have no family to assist them with small jobs, that are not part of Paragon’s repair responsibilities.

Read more about our handyperson service

Repairs responsibilities

For the most part, we are responsible for maintaining the structure of your home, communal areas, and the fixtures and fittings we have provided. However, there are things that you are responsible for maintaining, and the cost of repairing these things remains with you.

Read more about both our responsibilities and your responsibilities for repairs

What you can expect from our contractors

We work closely with our contractors to ensure that they offer a high standard of customer service and they are bound by our code of conduct that sets out standards you can expect from them.

Read more about our code of conduct for contractors

Dealing with asbestos

Asbestos was used in building materials until the mid 1980s. As long as it remains undamaged and does not deteriorate, it is safe. If you have any concerns about the possibility of asbestos in your home please contact us.

Read more information regarding asbestos


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Repairs satisfaction

93%

of residents were happy with the repairs carried out 2014/15

Repairs completed

30,000

repairs completed in 2014/15