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Repairs & Maintenance for Tenants

To report a repair:

By phone:
0207 265 8343

By email:
enquiries@bancrofttmc.org.uk

Visit the office:
4 Redclyf House, Cephas Street, London, E1 4JD

Your responsibility

You are responsible for maintaining and repairing the interior of your property. You need to arrange for a qualified trades person to carry out any repairs inside your home. In some circumstances we may carry out the work for you, but we will charge you for the repair.

Our Responsibility and Tower Hamlets Homes Responsibility

Bancroft TMC has signed a new Management Modular Agreement with Tower Hamlets Homes. What this means is that Bancroft and Tower Hamlets Homes have defined roles and responsibility

Condensation and mould

Managing condensation and mould

Condensation and mould can be a common problem, especially in older buildings. Condensation is often found as misted up windows or as small pools on window sills.

Condensation occurs mainly during cold weather, whether it is raining or dry.

Mould can grow in any home, on any surface, so if you spot any mould in your home it is important to take early action as it can spread quickly. Mould more commonly forms on north facing walls which don’t get direct heat from the sun.

The only certain cure is to reduce the amount of moisture produced in your home, and to keep it warm and well ventilated. By doing this, you will stop the condensation forming before it becomes a problem.

You can find more information and useful tips on how to manage condensation and mould here

What we do

  • Plumbing and plumbed fittings
    Including baths, sinks, basins, WC suites, tap and waste fittings.
  • Electrical services
  • Kitchen bathroom and toilet doors and locks
  • Windows and glazing
  • Roofing and aerials
  • Aids and adaptions repairs – excluding stair lifts
  • Overground pipeworks
  • Guttering
  • Communal lights

For repair enquiries from Bancroft TMC: 020 7265 8343

What Tower Hamlets Homes do

  • Lifts
  • All gas functions
  • All boiler functions and heating, hot water
  • Entry door and entry phone (handsets)
  • All underground works, including drains
  • Major works
  • Decent homes
  • Aids and adaptions
  • CCTV
  • Structural repairs

For repair enquiries from Tower Hamlets Homes: 020 7364 5015 or 0800 376 1637

Repairs you are responsible for

  • Keeping your home and any fixtures and fittings provided clean and in good condition and decorative order
  • Repairing or replacing of internal doors and internal door furniture (excluding fire doors and kitchen doors)
  • Clearing of blockages to sinks, baths and basins where blockage is caused by resident
  • Repairing or replacing of draught excluders
  • Repairing of replacing 0f internal glazing (except to make safe in which case you will be recharged)
  • Repairing of replacing of wall tiles (except splash backs)
  • Repairing or replacing of gates, garden paths and fences (except those leading to the property or adjacent to public walkways or play area)
  • Repairing or replacing of faulty external door furniture not fitted by the landlord (expect Yale locks or night latch locks)
  • Renewal of any lock required as a result of lost or damaged keys
  • Repairing or replacing of plugs and chains for sanitary ware

We carry out all repairs for tenants over 60 and for tenants who are disabled (for example, in receipt of Disability Working Allowance, Disability Allowance, Severe Disability Allowance or Incapacity Benefit)

‘How to’ Videos

How to turn off water to your property

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How to turn off water on your basin tap

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How to use your boiler and heater

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How to use a fuse box

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Repair Priorities and Timescales

Priorities and timescales and carrying out your repair

We will tell you when you should expect the repair to b completed according to our priority system.

General Repairs

Most repairs are split into three main priority categories depending upon the urgency of the work. Each category has a target time limit to complete the job:

  • Emergency – 24 hours
  • Urgent – 7 working days
  • Routine – 28 working days

Emergency Repairs

Emergency repairs are generally those that have serious effects on people or damage to the homes such as:

  • A severe water leak that cannot be contained in a bucket
  •  Total loss of electricity (not caused by the utility supplier)
  • Total loss of water supply (not caused by Thames Water)
  • Fire damage
  • Major structural damage
  • Serious blockages to main drains
  • Blocked toilet if it is the only one in the property
  • Repairs to allow access if the door entry system is not working
  • Making secure external doors or windows as result of break in or vandalism and where there is a security or injury risk (BTMC will need a crime reference number from the Police)
  • Removal of offensive or discriminatory graffiti
  • Complete loss of lighting to communal area
  • Loose banisters and handrails

Our commitment is that you will not have to wait more than a few hours for the contractor to come to your home to ‘make safe’. Making safe is not intended to be a full repair and in many cases, it will be necessary to return later to complete the repair.

Urgent Repairs

There are repairs that seriously affect your comfort or convenience. These includes:

  • Partial loss of electrical power or light
  • Unsafe power, lighting socket or electrical fitting(s)
  • Partial loss of water supply
  • Tap which cannot be turned
  • Leaking roof
  • Extractor fan not working in kitchen or bathroom with no other ventilation

Emergency Repairs

Emergency repairs are generally those that have serious effects on people or damage to the homes such as:

  • A severe water leak that cannot be contained in a bucket
  •  Total loss of electricity (not caused by the utility supplier)
  • Total loss of water supply (not caused by Thames Water)
  • Fire damage
  • Major structural damage
  • Serious blockages to main drains
  • Blocked toilet if it is the only one in the property
  • Repairs to allow access if the door entry system is not working
  • Making secure external doors or windows as result of break in or vandalism and where there is a security or injury risk (BTMC will need a crime reference number from the Police)
  • Removal of offensive or discriminatory graffiti
  • Complete loss of lighting to communal area
  • Loose banisters and handrails

Our commitment is that you will not have to wait more than a few hours for the contractor to come to your home to ‘make safe’. Making safe is not intended to be a full repair and in many cases, it will be necessary to return later to complete the repair.

Communal Repairs

BTMC are responsible for repairs in the communal areas such as emergency lighting, security gates, TV aerials, lighting, windows, bin storage areas, fencing, walls, paving and communal gardens.
Communal repairs are split into four main categories depending upon the urgency of the work. Each category has a target time limit to complete the job:

  • Emergency 24 hours (few hours response to make safe and prevent danger if required, with additional works completed within 24 hours) and usually have a serious effect on people
  • High priority (7 working days) usually not an immediate health and safety risk but still have an effect and include faulty lights where other lights are not working, damages to paving
  • Normal priority (20 working days)
  • Extended priority (60 working days)