The following is an essential guide to repairs. For full details on Optima's repairs service, please refer to your Repairs Handbook or call the office on 0121 687 3134.

How to report a repair

Optima is committed to keeping your home in a good state of repair. Drop in and see us or phone the Housing Office if you have a problem to report. The number is 0121 687 3134 or email us.

For emergencies outside of office hours, on banks holidays and at weekends call 0845 6011 869. Calls to this service are recorded.

Office hours are Monday to Thursday 9.00am - 5.00pm and Friday 9.00am - 4.00pm.

Repairs Handbook

All our tenants will have a Repairs Handbook which gives full details of:

• our repairs service.
• what to do in an emergency
• repairs you are responsible for

The booklet also acts as a guide and prompts you to gather information about the fault so that you can give us all the right details about the repair when you report it. This ensures we can arrive with the right parts and get it fixed first time. It also gives advice on what to do to limit any damage where appropriate. You can download the Repairs Handbook here as a PDF file.

Your rights

Your have the right to expect Optima to keep appointments and to provide repairs of the highest standards, within agreed time limits. If we fail to complete repairs or if they are of a poor quality, let us know straightaway so that we can put it right. If we do not, you can ask for compensation.

Repairs targets

Emergency repairs - the contractor will arrive within 2 hours.

An emergency is defined as something which could not have been foreseen and which could cause danger to health, residents' safety, or serious damage and destruction to property.

We recognise that pensioners and vulnerable tenants will need special consideration in certain circumstances.

Urgent repairs - 1 calendar day

These are repairs which materially affect the comfort or convenience of the resident. In certain circumstances these repairs could be treated as emergencies.  Urgent repairs will be completed within 24hrs. The list includes:

• Leaking hot water tap
• Tap which cannot be turned
• Leaking roof
• Blocked sink, bath or basin

Urgent repairs - 7 calendar days

These are repairs which, although not emergencies, still affect the comfort or convenience of the resident. The list includes:

• Electrical repairs which are not critical
• Door entry phone not working

Non urgent repairs - up to 31 calendar days including any inspection.

These are less urgent repairs that can wait a short time before being dealt with.

Programmed works

These are maintenance jobs that are carried out on a regular basis such as fencing and external decorations.

Your responsibilities

You have a responsibility to take care of your home and carry out some repairs yourself, ie replacing fuses, light bulbs and tap washers, sealing services around sinks and baths and other minor jobs.

If you allow your home or garden to fall into disrepair through neglect or damage, you will have to pay for putting it right.

Gas servicing

You must allow us access for annual gas servicing when we request it. Failure to do so will result in severe action being taken against you. Never try to repair gas appliances, and if you suspect a gas leak, call Transco on 0800 111 999.