Reporting a Repair
If you have a problem with your home then please let us know as soon as possible by phoning your local office.
Check whether the repair might be your responsibility. Have a look at your tenant handbook (link to repairs section of handbook) about what you can do to fix common problems yourself and also about safety advice.
Out of Hours Emergencies
If you need emergency assistance out-of hours, please call 1890 789 987. The service covers EMERGENCIES like fire or flood, where there is serious damage to your home. The service is available to tenants outside office hours, that is daily from 5pm to 9am, on weekends and public holidays.
Once your repair has been reported:
If your home is new and the builder is still responsible for all repairs, we will notify the builder. See the tenant handbook (link to repairs section of handbook) for more details on the defects period for new homes.
For all other repairs, we will order the work from our contractors or repairs operatives. Sometimes our staff or contractors will need to inspect it first. We will give you an indication of when the repair will be carried out. You will get a repairs order number over the phone and also written confirmation by post.
The timeframe for repairs depends on the urgency of the problem. We have three different categories:
Type of repairs Clúid’s response time:
Emergencies 24 hours
(e.g. no heating in cold weather, no drinking water)
Urgent 5 working days
(e.g. partial failure of the heating system)
Routine 20 days
(or 40 days max. if an inspection is necessary first)
Clúid’s Responsibilities:
Clúid’s responsibilities are to:
- Repair the structure and exterior of properties. This includes drains, gutters and external pipes.
- Repair and maintain the main services such as water, gas, electricity, sanitation and space heating.
- Repair any steps and paths that we provided for access to the property.
- Repair any boundary wall or fence provided by Clúid
- Repair and maintain all communal lighting (unless taken in charge by the local authority)
- Repair and maintain all common areas around apartments, i.e. any area not part of your premises which are shared with other tenants including halls, stairways, lighting and lifts.
- Maintain open spaces, drainage, roads etc (unless taken in charge by the local authority)
- Periodically paint the exterior of houses
Your Responsibilities:
You are responsible for the following:
Outdoors
- Replacing TV aerials (except in apartment blocks)
- Repairing or replacing gate and shed latches and bolts
- Replacing broken glass
- Cleaning gullies, for rainwater, washing machines etc.
- Replacing lost/missing gully grids
- Replacing bulbs to security lights on the outside of your home
- Replacing lost keys to door and window locks
- Repairing/replacing defective door bell pushes
- Re-fixing loose handles to doors and windows
- Replacing lost or stolen fobs, swipe cards, post box keys (or reimbursing Clúid
for the replacement of same)
- Lubricating door and window hinges and locks
- Replacing letter box covers
Indoors
- Repairing or replacing plugs and chains to sinks, wash hand basins and baths
- Replacing any items broken or damaged around the house
- Repairing surface damage to internal plasterwork
- Replacing damaged pelmet, picture and curtain rails
- Re-tightening loose fixtures and fittings
- Unblocking sinks and wastes
- Replacing broken hoses to showers and shower heads
- Replacing internal light bulbs
- Resetting trip switches
- Replacing broken toilet handles and toilet seats
- Re-fixing loose handles to doors and windows
- Installing washing machine, cooker, dishwasher etc.
- Replacing meter cupboard doors
- Replacing fire grates
- Bleeding radiators
- Removing scale from taps, sinks, baths and toilet pans
- Re-sizing doors to fit over floor coverings
- Replacing batteries to fire alarms
- Decorating the inside of your home