There are several ways of reporting a repair:

The most efficient way is to use our online Report a Repair Portal please click here!

By clicking the link you will automatically be transferred to M3 Central repairs reporting application, please read the 3 step guidance notes before using M3.

1. Home

Once M3 central is open, there will be 8 pictograms. Please click on the one that is related to the repair you are about to report. You will then be directed to further pictograms. Again, press on the relevant one. Once you have entered the final frame, please click on the relevant icon. You will then be provided with a list of repairs, please choose one option. Please use back button to go one step back.

2. Reports

You will then be asked to select the location using the drop down key, you can also add a note. Please remember the more information we have, the more likelihood of getting the repair diagnosed and complete in one go. You will then be given an option to attach an image/photo. You can upload a photo from your phone or smart device (if your are using the device to report this report), or you can transfer the photo on your PC/desktop and attach it from there. Please note, photos will be extremely useful in identifying the required repair. It will also enable contractors to achieve first time fix.

3. Send

You will then be navigated to the final step, this will be a short form asking you to provide your contact details and access availabilities. Once you have completed the form, please press the send button. The report is now complete, M3 will send this directly to Spitalfields. You will receive a confirmation email to say the report has been sent.

or

By telephone: 020 7392 5400 

The Association is open during normal working hours, 9:30 am - 5:30 pm, Mon-Fri.

On Friday, we are closed between 1pm-2.30pm.

or

Via email: admin@spitalfieldsha.co.uk

or

Write to us at: One Canada Square, London, E14 5AA.

When reporting a repair please have the following information available:

   
• Your name, address, and daytime telephone number, or mobile phone number.
   
• An accurate description of the repair. It is helpful if you can give as much detail as possible to enable us to try and pinpoint the problems.
 
• Any details about when you are normally at home so we can gain access.

(Look in part one of your DIY section for guidance on how to describe the repair).

Please note:
Repair work is carried out during normal working hours, i.e. Monday to Friday, 9:30am-5:30pm. If you are normally out all day please indicate that an appointment will be necessary.

Remember: the correct information will help to get your repair carried out more quickly.

If you are reporting a repair caused by criminal damage, please have the following details:

   
• Date and detail of incident.
   
• Name of police station that you reported it to.
   
• Crime reference number. Please note that without a crime reference number SHA cannot raise any repair works.
   
• PC Number of Officer taking report.

The Maintenance Department are responsible for the day-to-day repairs and improvements to homes, which are owned and managed by Spitalfield Housing Association.

In order to ensure that our works are carried out to an excellent form of standard whilst still achieving value for money, we work in partnership with a number of contractors on our Responsive Repairs, Planned Maintenance and Development contracts. In order for us to respond to your repair problem quickly and efficiently, it is very important that you can identify what sort of repair you are reporting.

If you would like to be Resident Repairs Inspector please click here for the application form.

• Emergency / out of hours contacts    
         
  •        

    Repair hotline:
            020 7392 5400 
            Email: maintenance@spitalfieldsha.co.uk

           

    Out of hours Emergency:
            (5:30pm till 9:30am)
            020 7392 5400

           

    Boiler and Central heating Repair:
            (Robert Heath Heating)
            0208 336 6767

           
     
     
• Rechargeable repairs    
         
  •        

    Most repairs to your home will be carried out by SHA; however, sometimes we will ask you to pay for the repair. When you report a repair, SHA will need to identify whether the repair is the association’s responsibility or the tenant’s responsibility.

           

    All repairs that SHA will carry out without charge (because it is our legal responsibility to do so) are listed in the tenant’s handbook Repairs include:

                       

    The structure and exterior of your home e.g. the roof, the external doors, the drains and gutters

               

    Common parts e.g. lighting and lifts

               

    Installations e.g. plumbing, electrical supply and heating systems (if we installed them)

               

    Fixtures e.g. kitchen cupboards and work tops and fitted wardrobes

            For more details on rechargeable repairs please download this document.       

    N.B. an inspection may be carried out by SHA or contractor to establish the cause of any damages. Any damages found to have been caused by you or someone in your home will be rechargeable. We expect our residents to carry out some minor repairs to their home, and supply their own fittings such as curtain rails and towel rails. The full list of responsibilities can be found in the tenant’s handbook.

           
     
     
• Tenant's responsibility    
         

  • The list of repairs which are categorised as ‘Tenant’s responsibility’ are as follows:

    Internal doors (excluding bathroom, W.C. and kitchen doors)

    Draught excluders to doors and windows

    External door furniture-hinges, weatherboard, letter plate, spy-hole, lock changes due to lost keys (the association may consider replacement of these items if the problem is caused by fair wear and tear)

    W.C. seats, hinges, chains, plugs.

    Garden gates (unless the defect is caused by fair wear and tear, washing clothes lines / poles & garden paths

    Blocked kitchen sinks, WC’s wash hand basins and baths (unless the problem is caused by a problem with the main drain or tenant mis-use, in which case, the matter will be referred to the Water Company concerned or consideration of re-charge following an investigation)

    Oiling internal door locks

    Oiling door and window hinges

    Changing fuses

    Changing light bulbs

    Changing batteries for doorbells

    Cleaning extractor fans for kitchen, bathroom and kitchen cooker hood

    Changing cooker hood filters

    Adjusting internal doors after carpet laying

    Bleeding radiators

    Cleaning windows

    Internal redecorations

    Making good, follow up works to damage caused by tenant

    Repair/replacement of internal door hinges

    Repair/replacement of kitchen vinyl floor (unless the problem is due to fair wear and tear)

    Repair/replacement of toilet rolls holders

    Repair/replacement of window curtain rails

    Repair/replacement of towel rails

    Shower curtains

                 
     
     
• Our responsibility    
         
  •        

    The list of repairs which are categorised as our responsibility are as follows:

                     

    Structure of building including foundations, walls, windows, external doors, roofs, rainwater goods, chimney stacks, plaster, floors and stairs

               

    Fittings and fixtures of building including internal doors (Toilet, bathroom shower, kitchen, and front and rear entrance door), kitchen units, sanitary ware, internal joinery, cupboards and fireplaces.

               

    Service installations including drains, inspection chambers, wastes, water pipes, electrical installations, gas pipes, central heating, communal lights, fire alarms, warden call alarms, door entry phones, lifts communal television aerials.

               

    Redecoration to external and to communal areas and renewal of defective external joinery

               

    External works including paths, fences and pavements

               

    Communal facilities or flats, including paths; drying areas; paved areas; grassed areas

                 
     
     
• Completion times    
         
  •        

    Repair order completion performance

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        

    Completion repair category	Target	Previous year	Current year
    Emergency (1 days)	100%	100%	100%
    Urgent (7 days)	95%	98.65%	99.59%
    Priority (14 days)	95%	98.40%	99.43%
    Routine (28 days)	97%	94.09%	99.88%
    Void Works	100%	100%	100%
    Out of hours emergency (24 hours)	100%	98.51%	100%
    Others (3 months)	100%	100%	100%

           
     
     
• Cyclical repairs    
         
  •        

    Spitalfield’s Housing Association periodically undertakes Cyclical Maintenance works every 5-7 years to prolong the life of a building component. This takes place to avoid expensive repairs or a complete breakdown and to ensure that all statutory requirements are maintained.

           
     
     
• Your feedback on repairs    
         
  •        

    We would like to ensure that the quality of our services meet to your satisfaction. You can help us improve on our services if you complete the repair feedback form by clicking this link.