Frequently Asked Questions

<div class=article-header>Repairs</div>
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                    <div class=article-section-header>How do I report a repair using Your Platform?</div>
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                    <div class=article-text>For Tenants of new build properties, please see the New Homes section for more information on how to report issues before the 12 month defect period.<br><br>
To report a repair using Your Platform go to “Repairs” on the top menu. Then under the “Repairs/Maintenance title you will see the “Create” button which you will need to click. You will need to go through a few screens which will help us gather as much information as possible about your repair. Once you have gone through these screens and filled out the required information, send the repair to us using the “Submit” button at the bottom of the page. You should then see a green banner that says “Submission completed successfully”.</div>
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                    <div class=article-section-header>What happens after I have submitted my repair?</div>
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                    <div class=article-text>Your repair will be appointed to a contractor to complete the job. The contractor will depend on the area your property is located.
Once the repair has been submitted, if you go to “Repairs” from the menu you will be able to see the current status of repairs you have previously reported. Clicking on the description of the repair will allow you to see more information about that repair.</div>
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                    <div class=article-section-header>What should I do if my repair is an emergency?</div>
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                    <div class=article-text>If your repair is an emergency, such as a flood or total loss of power, please call us immediately on 0333 200 7304.<br><br>
An emergency repair is any repair where a delay in fixing the issue is likely to cause a serious health or safety risk to you or your home.<br><br>
We will quickly make the problem safe and restore essential services within 24 hours. We will then carry out a permanent repair during normal working hours.<br><br>
For further details on how quickly your repair will be completed, please check the 'How long will my repair take?' question.</div>
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                    <div class=article-section-header>How long will my repair take?</div>
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                    <div class=article-text>To ensure that the most urgent repairs can be dealt with as quickly as possible, we prioritise repairs into five categories.<br><br>
We will tell you the expected response time for your repair when you report it to us. We always try to take account of residents’ relevant personal circumstances when assessing how quickly we need to carry out a repair, our standard repair priorities are as below:<br><br>
<b>Emergency repairs – within 24 hours</b><br>
These are repairs where a delay in fixing them is likely to cause a serious health or safety risk to you or your home. We will quickly make the problem safe and restore essential services within 24 hours. We will then carry out a permanent repair during normal working hours.<br><br>
<b>2. Urgent repairs - within 5 working days</b><br>
These are repairs which cannot wait for a routine priority appointment and may cause you significant inconvenience or loss of comfort. We aim to respond to urgent repairs within five working days.<br><br>
<b>3. Routine repairs – within 21 working days</b><br>
These are day-to-day repairs, which do not cause serious inconvenience and can wait a short time before being dealt with.<br><br>
<b>4. Programmed works - within 90 days</b><br>
Certain non-urgent repairs may be combined together with others so we can limit the inconvenience of multiple visits and carry them out more economically via a programme of works in your area. We will advise you if your repair has been put into a programme of works and when it is likely to be completed.<br><br>
<b>5. Planned Maintenance – within 365 days</b><br>
Each year we set aside budget to carry out planned maintenance works. These works will be identified either as a result of a technical inspection or following a review of the age of the component
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                    <div class=article-section-header>Who will do my repair?</div>
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                    <div class=article-text>It will depend on the area your property is located. Platform Property Care are completing more repairs for the Group as they roll out across all areas. If you have any questions around who will complete your repair, please contact us on 0333 200 7304.</div>
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                    <div class=article-section-header>What do I do if I smell gas?</div>
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                    <div class=article-text>If you think you smell gas, have a gas leak or carbon monoxide fumes are escaping from a gas appliance, call the <b>Gas Emergency helpline</b> immediately on <b>0800 111 999</b> (this number is free from all UK landlines and mobiles).<br><br>
 Do not:<br><br>
• turn any electrical appliances on or off, <b>including lights</b><br> 
• use door bells<br>
• smoke, or use matches or a naked flame<br><br>
Do:<br><br>
• open doors and windows<br>
• turn off any gas appliances<br>
• turn off the main gas supply<br><br>
Be aware of the symptoms of carbon monoxide poisoning – headaches, dizziness, nausea, breathlessness, collapse and loss of consciousness.<br><br>
Carbon monoxide symptoms are similar to flu, food poisoning, viral infections and simply tiredness. That’s why it’s quite common for people to mistake this very dangerous poisoning for something else. .<br><br>
If the symptoms only occur when you are at home or are affecting others in your household, it could also point to carbon monoxide poisoning. .<br><br>
You should get fresh air immediately. Open doors and windows, turn off gas appliances and leave the house to get medical treatment.<br><br>
If you ever sense danger from gas, you smell it or suspect a leak, call the <b>Gas Emergency Helpline</b> on <b>0800 111 999.</b> .<br><br>
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                    <div class=article-section-header>What repairs am I responsible for?</div>
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                    <div class=article-text>You are responsible for:<br><br>
<b>Outside:</b><br><br>
• gaining entry if you lose your keys<br>
• replacing lost or stolen keys and getting extra keys cut<br>
• the cost of lost or stolen fob(s) (usually £15, depending on area) but you will need to report these to us so we can programme and provide them. Payment can be taken over the telephone.<br>
• latches, bolts, catches and padlocks to gates and sheds<br>
• sheds, greenhouses and water butts<br>
• pruning or cutting trees in your garden<br>
• washing lines and posts (except those in communal areas) <br>
• pest control of insects, birds, mice and other rodents (unless it affects a communal area which is our responsibility) <br><br>
<b>Inside</b><br><br>
• connecting and plumbing in appliances such as cookers, washing machines, tumble dryers and dishwashers<br>
• altering kitchen units to fit new appliances<br>
• floor coverings, and adjusting doors to fit over new flooring<br>
• filling small holes and cracks in plasterwork inside (less than 5mm) <br>
• providing additional power sources or sockets<br>
• unblocking toilets, sinks and basins<br>
• plugs and chains to baths, basins and sinks, toilet seats, towel rails and toilet roll holders<br>
• curtain rails, battens and coat hooks<br>
• replacing light bulbs, batteries, fluorescent tubes and starters<br>
• switching electrical fuse board trip switches back on<br>
• testing and replacing the battery in battery-operated smoke alarms<br>
• battery-operated doorbells<br>
• additional chimney sweeps (one is done as part of your annual heating service) <br>
• any fixture, fitting or <a href="https://www.platformhg.com/maintaining-and-improving-your-home">home improvement</a>
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                    <div class=article-section-header>Can I make home improvements?</div>
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                    <div class=article-text>If you wish to make any improvements or alterations to your home, you will need to get written permission from us before starting the work.<br><br>
For example, you will need permission before:<br><br>
• adding or moving electrical points<br>
• fitting a gas fire, satellite dish or shower<br>
• putting in double glazing, fencing or a fish pond<br>
• making changes to the central heating<br>
• removing fitted units or doors<br>
• building a patio, conservatory or extension<br>
• knocking down or building a wall<br><br>
To find out more please visit <a href="https://www.platformhg.com/maintaining-and-improving-your-home">our website</a>, and complete the attached form.</div>
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                    <div class=article-section-header>Can I get my home adapted?</div>
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                    <div class=article-text>If you or someone you live with has a disability or health issue which affects your independence at home we may be able to help
Your home could be adapted or fitted with special aids that would make everyday life easier, either by us or by applying for a Disabled Facilities Grant from your local authority.</div>
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                    <div class=article-section-header>What repairs are Platform Housing Group responsible for?</div>
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                    <div class=article-text>We are responsible for repairing and maintaining:<br><br>
• the structure and outside parts of your home<br>
• any fixtures and fittings we have installed other than those gifted to you or which you have received as an adaptation<br>
• all water and gas pipes, wiring and heating systems<br>
• any communal (shared) areas<br><br>
We will carry out repairs caused by fair wear and tear or faults to the following items provided by us: <br><br>
• all heating systems, including radiators and flues<br>
• electrical fittings such as electric fires, light fittings, sockets and switches, hard-wired smoke alarms and extractor fans<br>
• plumbing fittings such as baths, toilets, cisterns, sinks and taps<br>
• waste pipes, drains, overflows and guttering<br>
• outside walls, roofs and chimneys<br>
• window frames and outside doors<br>
• plastering, where cracks are more than 5mm wide<br>
• garages<br>
• paths <br>
• communal facilities such as shared entrances, halls and passageways<br>
• communal gardens including shared washing lines and posts<br>
• communal aerials<br>
• garden fencing bordering communal areas or public rights of way</div>
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