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Frequently asked questions
How do I report a repair?
How do I report an emergency repair out of hours?
When will you contact me about my appointment?
What do I do if I have been promised a call-back and not received one?
The contractor has not turned up for the scheduled appointment. What do I do?
What ID should the operative be carrying?
Will you keep me informed of the progress of my repair?
The contractor has not returned to complete follow-on works. What should I do?
If my repair requires a part, how long will I wait?
Do you need me to be present for repairs outside of the property?
May I carry out alterations to my home?
Adaptations for the disabled – Can I get an alteration made to my home?
When will my property be improved through the home improvements programme?
When is the external decoration work due on my home, block or estate?
Energy Efficiency – How can I make my home more energy efficient?
If I have a query/complaint related to internal home improvement work, who can I contact?
If I have a query/complaint related to cyclical work, who can I contact?
My window has been smashed by hooligans. What do I do and who is responsible for fixing it?
If I have my own garden, what am I responsible for?
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How do I report a repair?
- Former Family Housing customers please call 0800 068 7707
- Former Mosaic Homes customers in London please call 0800 389 4543
- Former Mosaic Homes customers in Essex call 0800 434 645
How do I report an emergency repair out of hours?
Repairs are treated as an emergency where:
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There is danger to life or limb
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There is major damage to the property
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The property is insecure; or
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There is a loss of space heating or hot water between 1st November and 30th April.
All emergencies are attended to as soon as possible and where possible, the work completed within 24 hours of notification. If, for any reason we are unable to do the work within 24 hours, we will ensure that it is safe until it can be completed.
What do I do if I have been promised a call-back and not received one?
If you have been promised a call-back and have not received one, please call our Client Liaison Team to discuss on 0207 089 1234.
How soon will you be able to carry out my repair?
All repairs are put in order of priority. There are three main categories for your repairs Emergency, Urgent and Routine.
Emergency repairs are usually dealt with within 24hours
Urgent repairs are carried out within seven calendar days of being reported.
Routine repairs are cases where no immediate inconvenience, danger or damage is caused. Routine repairs are usually carried out within 28 calendar days of being reported. Our contact centre will guide you on which category your repair falls into. In cases where major work is required such as roof replacement or damp-proofing, it may take a number of months to carry out the works, depending on how severe the problem is. For instance; pest control treatment is usually carried out over a number of weeks / months
How can I check the progress of my repair?
You can check the progress of your repair by phoning the contact centre through one of the freephone numbers.
- Former Family Housing customers please call 0800 068 7707
- Former Mosaic Homes customers in London please call 0800 389 4543
- Former Mosaic Homes customers in Essex call 0800 434 6453
The contractor has not turned up for the scheduled appointment. What do I do?
If a commitment has been given to return to complete works and an appointment has been made with you and not kept, please call the contact centre on the free – phone number and we will do our best to solve your query immediately.
Will I be moved out of my house for a major repair?
Such a situation is referred to as decant. In some cases where there is a substantial case or a proven medical or health and safety concerns, a tenant might have to decant a property. You will be informed in writing if this applies to you.
What identification should the operative be carrying?
The operative should produce a valid ID card stating the name of the contractor they represent. You should expect the operative to arrive on a date that has previously been agreed with you. You should not give entry to an operative who attends without prior arrangement
Will you keep me informed of the progress of my repair?
Should the operative be unable to complete the repair on the first visit, the operative will contact the office in order to make arrangements for a follow-up appointment for completion of the works.
The contractor has not returned to complete follow-on works. What should I do?
If a commitment has been given to return to complete works and an appointment has not been kept, please call the contact centre on the free-phone number and we will do our best to solve your query immediately.
If my repair requires a part, how long will I wait?
Most parts can be purchased directly off the shelf. However, in certain circumstances parts need to be ordered and this may take time, depending on the supplier.
Do you need me to be present for repairs outside of the property?
Generally speaking, we do not need to make an appointment with you for communal repairs or external repairs. However, if you know that someone will need to provide access for the work to be carried out, we would appreciate your help in agreeing an appointment for access.
Can I carry out alterations to my home?
You must obtain written permission from Family Mosaic Housing Management, before carrying out any alterations to your home. You will need to fill in the ‘Right to Improve’ form which can be obtained from your Housing Officer.
Adaptations for the disabled – Can I get an alteration made to my home?
If you have a disability we can adapt your home to suit your needs. You must provide a referral from a suitably qualified professional such as an occupational therapist or doctor, with details of the adaptations you need. Please refer any requests for adaptations to our ‘Resident Liaison Officer’ on 020 7089 1089.
When will my property be improved through the home improvements programme?
In principle, any of our homes built or modernised more than 20 years ago are eligible for our internal home improvement programme. We target specific geographical areas when planning for this program and give priority to unimproved properties in those areas. We can advise you if your home is eligible in the near future. Please contact our ‘Resident Liaison Officer’ on 020 7089 1089.
When is the external 'cyclical' decoration work due on my home, block or estate?
We maintain a planned programme of repair and decoration to the common areas and external parts of our buildings. This is carried out on a 6 yearly cycle. We can advise when your home is next due for cyclical works. Please contact our ‘Resident Liaison Officer’ on 020 7089 1089.
Energy Efficiency – How can I make my home more energy efficient?
We manage a programme of energy conservation works and can arrange for a survey by one of our specialist contractors. Improvements such as loft insulation top ups, cavity wall insulation, hot water cylinder jackets and draught proofing are carried out where required. The work is jointly funded by the major energy companies and Family Mosaic. For enquiries contact our ‘Resident Liaison Officer’ on 020 7089 1089.
If I have a query/complaint related to internal home improvement work, who can I contact?
You should contact the Resident Liaison Officer in Asset Investment on 020 7089 1089.
I have a query/complaint relating to the cyclical work - who can i contact?
You should contact the Resident Liaison Officer on 0207 089 1089. For enquiries contact the Resident Liaison Officer on 020 7089 1089.
What does 'Decent Homes' mean?
By 2010, the government expects 95 per cent of all social housing to meet a decant standard. A Decent Home is one which is wind and weather tight, warm and has modern facilities.
How do I make a complain about poor Planned Works service?
We do our best to give you a good service, but sometimes things go wrong. We may not always know when this happens, so please do tell us – then we can try to put things right. Contact: 0207 089 1234.
Do I get any refund for decorating my house with my own money?
You are at liberty to decorate your home as you see fit. However, you must obtain written permission from Family Mosaic Housing Management before carrying out any alterations to your home. We do not normally reimburse you for your decorating costs. Occasionally, we may provide decorating vouchers for a tenant moving into a newly available property, where some decorating may be your choice.
Do I get any refund for paying someone else to carry out a repair?
You are not entitled to get someone else to carry out a repair at you Landlord’s expense.
Who is responsible for repairing boilers?
We are legally responsible to service any gas appliances in your home for which we are responsible, such as boilers, water, heaters and gas fires (where we have fitted them). This is in addition to repairs we may need to carry out if they break down.
Am I eligible for a new kitchen through the Internal Home Improvements program?
We currently have a programme to replace kitchens that are over 15 years old as this is the time we consider them to be reaching the end of their life. However, kitchens under 15 years old will only be replaced in an occupied property where there is damage beyond repair by an incident such as flood or fire or in resolving another defect such as damp or pest proofing.
Repairs replaced a door or drawer in my kitchen, but none of the colors matched the old units. Why is this?
We will try our best to match any replacements. However, where a door or drawer is damaged, there is no requirement to match replacements with the existing doors or drawers as long as the repair stops the hazard.
My window has been smashed by hooligans. What do I do and who is responsible for fixing it?
If a door or window has been damaged following a break in or as a result of criminal damage, you will need to obtain a crime number from your local police station. You then need to report the damage to us and you will need the crime number before the repair can be carried out. Failure to provide a valid crime number may mean that you’ll be held responsible for the damage and subsequently charged.
If I have my own garden, what am I responsible for?
If you have exclusive use of an area of garden attached to the house, you must maintain it in a reasonable condition by regularly:*
• cutting grass
• weeding flower beds
• trimming hedges
• generally keeping the garden from becoming overgrown and free from litter, rubbish etc.
You must not remove, destroy or chop down any bushes, hedges or trees without first getting our written permission to do so.
*Not applicable for Sheltered or Supported housing
