Repairs & Maintenance

Reporting Repairs

Our Repairs Service at Rosemary House operates from 9 am to 5 pm. The out-of-hours Emergency facility covers evenings, weekends and holiday periods. 

 

By phone 

01372 461440 - for repairs Monday-Friday 9.00am to 5.00pm  

0845 7573842 – for emergency repairs outside office hours 

 

Via this website

Please select the Report a Repair option, simply fill in and then email us the form, and we’ll be in touch by the next day.   

 

In writing

To Rosemary Simmons MHA Ltd , Rosemary House, Esher Surrey KT10 9AA, stating  

• your name and address
• a full description of the problem
• a phone number where we can contact you during the day
• a suitable time when our contractor can call or an inspection carried out

 

Keeping you informed

We will let you know whether we need to arrange an inspection before the repair is carried out. When we order the repair, we will send you a copy of the repairs order to show the work we propose to do. 

 

Your feedback matters

You will be sent a repairs satisfaction card and reply paid envelope seeking your views as regards the quality and convenience to you of the work undertaken.    

 

 

Timescales for Repairs

We give all repairs a priority according to their urgency and risk. Here is a brief summary of repair categories and their priority times.

 

Emergency repairs: within 24 hours  

To avoid potential further damage to the property and inconvenience to you, e.g. complete failure of heating and hot water during winter months, failure of lighting or electrical sockets, burst pipes, major leaks, ceiling collapse.

 

Urgent repairs: within 7 calendar days  

Repairs that affect your comfort or convenience, e.g. immersion heaters not working (when another form of water heating is available), loss of heating in one or two rooms, minor water leaks, faulty electrical switches or sockets.

 

Essential repairs: within 14 calendar days  

Repairs that could normally wait but where the resident is vulnerable and a routine repair of 31 days would be unreasonable, e.g. less urgent but cannot wait 31 days (i.e. minor repairs affecting your comfort or convenience).

 

Routine repairs: within 31 calendar days  

Repairs that can generally wait, with only slight inconvenience to the resident, e.g. minor problems with toilets, baths, sinks, doors or windows sticking, plaster repairs, brickwork and other non-urgent internal and external repairs.

 

Planned/cyclical repairs: specified date  

Generally these are programmed repairs planned in advance which we will confirm with you before going ahead e.g. replacement kitchens, bathrooms, boilers, doors. 

 

 

Please do not smoke while our contractors or staff are visiting your home

Thank you