Repairs and Maintenance 

We want your home to be safe, warm and in good repair. 

This page explains:

  • Who is responsible for what
  • How to report a repair or a damp/mould problem
  • How we prioritise different types of repair
  • What happens after you report an issue
  • Your rights under Awaab’s Law (damp and mould)
  • How to prevent condensation and mould
  • How we will support you

At the bottom of the page is a link to our full policy.

1. Who is responsible for what?

 

Arawak Walton is responsible for

You (the tenant) are responsible for

The structure of your home (roof, walls, windows, doors, floors)

Keeping the inside of your home clean and in good condition

Heating and hot water systems

Maintaining your garden and communal areas (where applicable)

Electrics and wiring

Taking out home contents insurance

Plumbing and drains (shared or structural)

Telling us as soon as you notice a repair that we need to fix

Gas safety checks and servicing

Letting us (or our contractor) in at the agreed appointment time

Damp and mould caused by a problem with the building (e.g. a leak or missing insulation)

Clearing the work area of personal items and valuables

If you want to make an improvement or alteration (e.g. new flooring, a fitted kitchen), you must ask for our written permission first. Unauthorised work may need to be put right at your cost.

 

2.Repair categories - how quickly we will respond
 

When you report a repair, we will put it into one of the categories below. 

The clock starts as soon as we know about the issue.

Category

Response time

Examples

Emergency hazards and repairs

Within 24 hours

Serious issues with damp or mould

Blocked or fractured drains

Gas escapes

Electrical faults or loss of power

Major leaks, bursts or loss of water

Broken or insecure windows, glass or door locks

Urgent

Within 5 working days

Loss of hot water or heating (no vulnerable people), minor roof leak, faulty electrical socket

Significant hazard – damp & mould

Investigate within 10 working days

Written findings within 3 working days of the inspection

Make your home safe within 5 working days

Begin additional work within 5 working days

 

All work must begin within 12 weeks.

Damp or mould that poses a significant risk to health (see Awaab’s Law below)

Routine

Within 15 working days

Dripping tap, loose cupboard doo

 

3. Awaab's Law (damp and mould - your rights)

Awaab’s Law requires social landlords to act quickly where damp and mould pose a risk to health.

Under this law, we must:

  • Investigate damp and mould hazards within set timescales.
  • Assess the level of risk to your health and safety.
  • Complete necessary works within legally defined periods where a hazard is identified.
  • Keep you updated and provide clear information about what we are doing.

We take these responsibilities seriously. If damp or mould is affecting your home or wellbeing, please report it without delay.

4. How to report a repair

You can report a problem in any of these ways:

  • Phone: 0161 272 6049 (9am to 5pm, Monday to Friday)
  • Out of hours emergency line: 0800 389 4616
  • Email: customerservices@arawakduplicate.happytesting.co.uk
  • WhatsApp: 07561690387
  • Visit our office: Margaret House, 23 Manor Street, Manchester M12 4HT
  • Drop‑in session – check our website for locations, dates and times
  • Tenant Portal – [link – coming soon]
  • Via our website: Report a repair

You can also ask someone else (a family member, friend or advocate) to deal with us on your behalf – just let us know through any of the above methods.

5. What happens after you report a repair?

  1. We will write to you providing:
  • A works order reference number
  • The name of the contractor
  • A description of the work
  • A target completion date
  • A copy of our repair satisfaction survey
  1. We will offer you an appointment time that is convenient for you. We will make reasonable adjustments if you have a disability or other specific need.
  2. If we cannot reach you to book an appointment, we will try a minimum of three times and keep a record.
  3. If we attend an agreed appointment and cannot get in, we will leave a notice explaining what happened.

   Repeated lack of access may be dealt with under our Access Policy.

  1. When the work is done, we may:

   - carry out a post‑repair inspection

   - call a random sample of tenants to check how things went

6. What happens when a property becomes empty

Before we let a property to a new tenant, we will:

  • Check for any existing damp or mould
  • Test extractor fans, window vents and heating systems
  • Apply mould treatment if needed
  • Install suitable floor coverings
  • Ensure the Energy Performance Certificate (EPC) is up to date

This helps prevent problems from being passed on to a new household.

  1. Download the full policy

This page is a summary. The full policy contains more detail on legal context, roles, performance monitoring, complaints and disrepair claims.

 Repairs and Maintenance Policy (version 1.0, November 2025)

Need help right now?

  • Phone: 0161 272 6049 (9am to 5pm, Monday to Friday)
  • Out of hours emergency line: 0800 389 2616

We are committed to treating you with dignity, respect and empathy – every time.