Our repairs and maintenance specialists, RFT and Gasway Services, are here to make sure your home is safe, secure and well maintained.
As lockdown restrictions ease, we’re pleased to say that we’re now able to schedule new repairs. We would like to reassure you that we have Covid-19 safe measures in place for your safety, and the safety of our staff – here’s what to expect when we’re visiting your home.
Thank you for your continued understanding and patience.
Due to the pandemic, for some time we have had to prioritise only emergency repairs. Unfortunately, this has created a significant backlog and there may be a delay in attending to your repair. We’re sorry for any inconvenience this may cause.
Gas/oil heating repairs
All our gas/oil heating repairs are carried out by Gasway Services who are part of Flagship Group.
If you can smell gas, call Cadent immediately on 0800 111 999.
If you’d like to log a non-urgent repair with us, or chat to us about your repairs between the hours of 8.30am and 4.30pm please use live chat in the bottom right hand side of this website. Outside of these hours use the form above.
We define an emergency as an issue that is causing significant damage to your home or an immediate health and safety risk, such as water escaping into electrics.
If you have a pre-existing repair, you don’t need to get in touch with us – RFT will contact you. However, if that repair becomes urgent and poses a risk to any household members or your home, do let us know and it will be marked as a priority.
If you have any questions, you can contact RFT by emailing email@example.com.
Your repair responsibilities
Our repairs service carries out thousands of repairs every year. However, not all repairs are our responsibility.
You are responsible for any damaged caused by you, your family or visitors. Everything listed in these tables is the tenant's responsibility. Please check these carefully before reporting a repair to us.
You should not ask us to carry out work that is your responsibility, and you will be charged for any work done as a result.
If you are unsure about the list below please contact us.
Inside the home
Anything that belongs to you - You should have Contents Insurance in place to cover your belongings
Bathroom fittings - Toilet seats, cabinet mirrors, towel rails, shower curtains, toilet roll holders, chains and plugs
Blocked pipes - To sinks, baths and toilets
Door adjustments - For example, to accommodate carpets
Doorbells - Fitting or replacing, including batteries
Extra locks, catches or security devices - Including spyhole viewers, safety chains, burglar alarms, etc
Fixtures and fittings - Such as coat hooks, curtain poles, etc
Floor coverings - Except vinyl flooring in kitchens or bathrooms
Gas appliances - Cookers, gas fires, etc owned by you
Keys - Including extra keys or repairs if you are locked out
Pest infestation - Such as ants, wasps, rats or fleas
Outside the home
Drains and blockages - If they are caused by you
Fences - Between properties
Garages and sheds - Unless they are communal
Gardens, including trees and hedges - Communal gardens and tree safety work is our responsibility
Gates - Within the boundary of your home
Paths and patios - if you installed them
Washing lines - Except communal washing lines
Services and utilities
Domestic appliances - Such as cookers, fridges, washing machines and dishwashers
Fuse box/consumer unit - Resetting the trip switch only. Please report any other problems to us.
Heating controls - Re-setting timers, setting thermostatic radiator valves and bleeding radiators
Light fittings - Including light bulbs, fluorescent tubes, starters and low energy bulbs
Plugs and fuses - Attached to appliances you own
Telephone - Including wiring and sockets
TV aerials and sockets - Including satellite receivers and equipment, we are responsible for communal TV aerials
Planned Home Improvements
Some major repairs and maintenance works are carried out as part of a planned programme. This means we can carry out work on a group of properties at the same time, saving time and money. Such work includes kitchen and bathroom upgrades, roof replacements and central heating installations and upgrades.
We will always give you plenty of notice of this kind of work on your home, and we’ll do our best to fit in with any special circumstances that you may have.
When we carry out the work, your belongings will be protected and your home will be left as clean and tidy as possible at the end of each working day.
If you, or a member of your household, is permanently and substantially disabled you may be able to get equipment or have your home adapted. An assessment would have to be undertaken by Norfolk County Council (the Social Services authority) and a recommendation made.
In order to be assessed you need to contact one of the following;
If you (or the disabled household member) have an on-going condition and have been assessed recently by an Occupational Therapist you should contact this person in the first instance.
If you (or the disabled household member) have complex needs and need an assessment for help with personal care as well as equipment or adaptations you should contact the County Council on 0344 800 8020.
If you think that equipment will meet your (or the disabled household member’s) needs you should contact the County Council on 0344 800 8020.
If you think that your home needs to be adapted and there are no other needs that require an assessment you should contact the Integrated Housing Adaptations Team based at North Norfolk District Council on 01263 516060 unless the adaptation is for a disabled child in which case you should contact the County Council on 0344 800 8020.
Victory Housing Trust will help you to identify who you need to contact to get an assessment and will provide support to access appropriate services to meet your needs. We are also able to provide you with minor adaptations to your home, for example, fitting grab rails.