Reporting a Repair

As a Tamar Housing tenant, you are responsible for reporting any repairs, damage or faults to Willow Tree Housing promptly and for replacing or repairing anything which is your responsibility.

Please note the following as we implement a full repairs service due to the Coronavirus pandemic:

  • It is still of upmost importance that we follow safety protocols when undertaking works in your home, this means that our contractors will be wearing Personal Protective Equipment (PPE) and may limit their conversations with you as they work.
  • When appointment is being arranged please ensure that you inform us if any of the following applies:    
  1. You have any symptoms of coronavirus (a high temperature, a new, continuous cough or a loss or change to your sense of smell or taste)
  2. You're waiting for a coronavirus test result
  3. You've tested positive for coronavirus – this means you have coronavirus
  4. You live with someone who has symptoms, is waiting for a test result or has tested positive
  5. Someone in your support bubble has symptoms, is waiting for a test result or has tested positive
  6. You have been told you were in contact with someone who has coronavirus by NHS Track and Trace Service.  

Willow Tree Partnership Offices and Operations

Our offices at Eastbridge House, Rooksbridge, Somerset and Millbay Road, Plymouth are now open to visitors on a Tuesday. Our business hours are Monday to Thursday 9am to 5pm and 9am to 4pm on Fridays. We encourage you to contact us if you have a matter that requires our attention.

Our Officers are not visiting homes or neighbourhoods at present. If you have a matter that requires our attention we may ask you to provide detailed reports or if possible, send in photographs so that we can assess and respond accordingly. 

Report a Repair

If you are a South Western Housing tenant then please go to https://www.swhs.org.uk/services/repairs-your-home

If you are reporting a defect for a property which is LESS than 12 months old, please email development@willowtreehousing.org.uk or call 01752 250902 Monday to Thursday between 9am-5pm, Fridays 9am-4pm. If you are reporting an out of hours emergency defect for a property less than 12 months old, please call the developer's emergency contact number which can be found in your blue Home User Guide.  

Tamar Housing tenants please use the form in the Quick Links area to report a repair. This form should only be used for non-urgent repairs for properties that are OVER 12 months old. 

For all repairs for properties OVER 12 months old (for Tamar Housing tenants) you should call the

Repairs Service on

01752 222333

This number is available 24/7

You will need to tell the Repairs Service your name, address, your contact number and what the problem is. 

When you call the Repairs Service you will be able to agree a mutually convenient appointment. Please let them know if you or a member of your family is unwell or you have been in contact with someone who has been unwell.

Out of Hours Emergency

In an emergency, we will get an operative out to you as soon as possible to make the situation safe. 

Emergencies include;

  • Uncontrolled water leaks
  • Gas leaks
  • Total electrical failure
  • Unsafe sockets or light fittings
  • Fire alarms sounding

Failure of heating and hot water is not considered an emergency.  The contractor will attend on the next working day.

Appointments

It is not always possible to give specific timed appointments.

When you call the Repairs Service you will be able to agree an appointment with us.  We try to offer appointments that are convenient to you rather than just morning or afternoons.  You can ask us to avoid certain times, such as school pick up times or chose a time when you have a day off.

Missed Repair appointments- you will be charged for these 

Tamar Housing aims to provide tenants with an effective repairs service and to make sure our properties are safe, for example by doing a gas safety check each year. It is also important that we manage our resources wisely, delivering good value for money for you and Tamar.

When an appointment for a repair or gas safety check is missed, this has a cost for Tamar Housing. We have to pay the contractor for turning up to the missed appointment and then pay again for the follow on.

In 2018 there were 55 missed appointments from April to October, which cost Tamar nearly £3200. We do realise that sometimes there are good reasons why an appointment is missed, so we have decided not to charge for the first time. However, if it happens a second time you will be charged. Tamar Housing will write to you letting you know we will be charging you £41.20 plus VAT which is £49.44.

If you have any queries about this please phone 01752 250902 or email customerservices@willowtreehousing.org.uk