Newark and Sherwood Homes Limited
Kelham Hall, Kelham
Newark On Trent,
Notts, NG23 5QX
Tel: 0845 258 5550

Newark and Sherwood Homes

  • Increase font size
  • Default font size
  • Decrease font size

Responsive Repairs



If you have repairs which require attention and you would like to report them you can use our on-line report form or freephone 0800 5610010 for responsive repairs during office hours and out-of-hours emergencies, giving as much detail about the repair/problem as possible.

Our aim is to carry out a comprehensive repair service which maintains the council housing stock and meets tenant’s expectations and needs.

We are responsible for maintaining the following items and keeping them in good repair and working order. This list is not exhaustive but gives you an idea of the type of work we undertake:

  • The structure and outside of the property
  • The drains, gutters and outside pipes
  • The roof
  • The outside doors (including door handles, locks and hinges), window sills, window catches, glazing putties, window frames and glass (including any necessary outside painting and redecorating)
  • The inside doors
  • The installations for space and water heating, sanitation, and water, gas and electricity supplies
  • The basins, sinks, baths, toilets, flushing systems and waste pipes
  • The electric wiring, gas and water pipes
  • Shared areas such as halls, stairways, lifts and passageways,
    however, we will not carry out this work if you, or your family or visitors, have caused the items to be damaged.

We value feedback on the quality and satisfaction levels with our responsive repair service and if you would like to assist in helping us to improve our service please use our on-line customer satisfaction form.


Before we or one of our contractors visits your home to carry out a repair, you should:

  • Move all carpets out of or away from the work area if necessary (if you are not able to move these on your own, contact our repairs staff)
  • Keep young children from the work area at all times as the contractor may be using materials or tools that can be harmful or dangerous.

You must repair items you have not properly looked after, or which your family or visitors have broken. You are responsible for any deliberate damage to the property. If we have to repair this damage because you cannot or have not repaired it to our standard, we will charge you for the cost of the repairs.


Some repairs are covered by the right to repair, this means that, by law, we must carry out certain small, urgent repairs which are likely to affect your health, safety or security. This law covers only certain types of repairs called 'qualifying repairs', and there are different timescales allowed for different repairs. Qualifying repair timescales are set by law.

When you report a repair the work should be completed in accordance with the timescales laid down. If the repair is not completed by that time you may be entitled to compensation under our Repair Guarantee Scheme, under this scheme tenants may be compensated up to £5 for each period overdue. You may not always be entitled if, for example, the contractor called at your home but could not get in. For further details of the scheme please contact the Customer Access Team on 0845 258 5550 or email This e-mail address is being protected from spambots. You need JavaScript enabled to view it


You may make improvements to your home, but you must get our permission in writing before doing any work.

The type of improvements you may want to make could be to:

  • Fit a shower unit
  • Fit a new bathroom suite
  • Fit a new kitchen
  • Erect a garage.

This is not a full list but it gives you an idea of the type of improvements you can do. Some improvements may also need planning permission, so it is important that you seek our advice. We will not unreasonably withhold our permission but you may have to meet conditions about standards of materials and workmanship.


Newark and Sherwood Homes carries out adaptations to suit the needs of disabled people or people with mobility problems to enhance their quality of life. An assessment is carried out by an Occupational Therapist and once instructed Newark and Sherwood Homes will survey and carry out the required work. The work is split into two groups. Group One (OT1) for example covers handrails, lever action taps, grab rails and small scale works. Group two (Care Plans) for example covers level access showers, ramps, door alterations and larger scale works. If you require further information on this service and to see if you may be eligible please  telephone 0845 258 5550 or email This e-mail address is being protected from spambots. You need JavaScript enabled to view it


We expect certain standards from any contractors or agents we ask to carry out any repairs or maintenance to your home. This means they should:

  • Introduce themselves and show proof of identity
  • Explain what the job is and what it is for;
  • Treat you politely and with respect
  • Behave in a proper and professional way at all times
  • Be tidily dressed and wear any necessary uniform
  • Take care of your property and belongings, protecting them from dust, paint and so on
  • Keep your home secure at all times
  • Keep safe all materials and equipment used on site to avoid danger
  • Reconnect water, gas and electricity at the end of each working day (where possible)
  • Clear any rubbish from inside the property (relating to the work being carried out) at the end of each working day
  • Keep to health and safety legislation and relevant codes of practice
  • Keep to our equality and diversity policy.


Council tenants may make insurance claims against Newark and Sherwood Homes for any damage that is causes to the tenants possessions, or injury to the tenant or members of their family. This includes damage caused by contractors working on behalf of the Newark and Sherwood Homes. If you require further information on making an insurance claim please telephone 0845 258 5550. You can also e-mail us at  This e-mail address is being protected from spambots. You need JavaScript enabled to view it or use our on-line form giving as much detail as possible in order for us to process your request promptly.


Our aim is to monitor the condition of the Council's housing stock, plan future investment and manage maintenance and improvement programmes. We keep up to date on the condition of the Council's housing stock and introduce programmed works in order to meet tenant’s needs and their expectations.

Major programmes include replacement of windows and doors. We always fit high security windows and UPVC doors with a hook bolt locking systems which are Secure by Design.


We may carry out certain types of non-urgent work, such as repairs to windows, doors, kitchens, bathrooms, painting and so on, as part of a planned maintenance contract.

We carry out this work regularly to protect the structure of your homes and to reduce the cost of and need for day-to-day repairs.

We have also developed an improvement programme in line with our surveys on the condition of the council’s housing stock. This improvement work is planned work which we will carry out to increase your level of comfort and the facilities in your home.

The planned maintenance and improvement work will aim to remove or significantly reduce unfitness and disrepair, and improve the energy efficiency of your home.

We will give as much notice of planned work as possible. This is so we can make arrangements beforehand to come into your property. We will also consult you and keep you updated during the period. We will consult you and leaseholders about all planned maintenance work.

We are also responsible for the inspection of void properties, adaptations, leasehold property services and gas servicing.


A new or existing tenant may be eligible for a decoration or disturbance allowance where Newark and Sherwood Homes need to carry out Decent Homes improvement works whilst the tenant is still living in their property. For further information please contact the Planned Maintenance Team on 0845 258 5550 or e-mail This e-mail address is being protected from spambots. You need JavaScript enabled to view it


Under the Gas Safety (Installation and Use) Regulations 1998, we must make sure that gas appliances, fittings and flues are tested at least once every 12 months.

The yearly safety checks are part of our legal requirements as your landlord and they make sure that appliances are working correctly. Under your tenancy agreement, you must allow our contractors or any agent we employ into your home to carry out these safety checks. If you fail to let them in, we will take steps to come into your home by force to carry out these safety checks.

For further information on the services we provide please call our Responsive Repairs Team or Asset Management & Investment Team on 0845 2585550 or e-mail This e-mail address is being protected from spambots. You need JavaScript enabled to view it


Priority One (1) to be attended to within 24 hrs

Priority Two (2) to be attended to within 3 working days

Priority Three (3) to be attended to within 7 working days

Priority Four (4) to be attended to within 20 working days  

Priority Five (5) to be attended to within 90 working days  

Priority Six (6) to be attended to within 252 working days  




Site Translation