Our Services

Care Housing services

Care Housing Association adapts its services according to the individual needs of our customers.

The four main service areas are:

Repairs and Maintenance (including compliance)

White Goods

Garden Maintenance

Housing Management

Repairs and Maintenance

Care understands that, given the vulnerabilities of our customers, it may be necessary to carry out what may normally be considered urgent or routine repairs much more quickly. This being the case, we have developed an excellent relationship with our repairs contractors and they are flexible to our customers’ specific needs.

For repairs our properties are split into three geographical groups:

Group 1 consists of  properties in the northwest of England (Lancashire, Greater Manchester, West Yorkshire)

Group 2 consists of properties in Nottingham, Bolsover and North Lincolnshire

  • Group 3 consists of our large scheme in Stockton on Tees

Group 1
In group 1 repairs are handled by John Southworth Builders (JSB) on behalf of Care.

Customers can call JSB directly on 0800 0149442 to report a repair.
This number operates 24/7 for emergencies.

 Our winter 2020 satisfaction survey results were very positive about our repairs service. One service manager in Lancashire commented: Chris and team are brilliant, always ring to ensure someone will be in the property before attending and communicate what they are doing and why.

Group 2
In group 2, repairs are handled by PJ Lilley on behalf of Care.

Customers can call PJ Lilley directly on 0115 9634230.
This number operates 24/7 for emergencies.

Group 3
In group 3, repairs are handled by Nationwide Property Solutions (NPS) on behalf of Care. Customers can call NPS helpdesk on 01924 433066 to report repairs.

Repairs will be carried out against the following timescales:

  • Emergency repair – 4 hour response
  • Urgent repair – 4 days
  • Routine repair – 21 days

Care housing repair image

In terms of compliance, we work with several specialist contractors to ensure or homes are safe. This includes carrying out gas and electrical safety tests, portable appliance testing, fire risk assessments, fire panel, emergency light and smoke detector testing, specialist equipment servicing (e.g. lifts, stairlifts, hoists and baths) and water safety management. All our contractors make appointments in advance to work around individual needs.

White goods

At many properties we provide and repair appliances such as washing machines, fridge-freezers and ovens (a.k.a. white goods).

To report a repair to an appliance provided by Care, please gather the appliance and fault details then call our white goods contractor ANS on 01244 288 118.
This number is available 9-5 on weekdays. Please note, if the appliance is still within its warranty you should contact the manufacturer for repairs.

Garden maintenance

Where properties have communal grounds Care will maintain them. This includes seasonal grass cutting, trimming shrubs, clearing fallen leaves and weeding. If you have a request or query about your garden, please contact your housing officer.

We currently work with three grounds contractors; Paul Hardman covers the majority of our properties, while Ongo and Greenfingers provide maintenance at some schemes outside the northwest.

Housing Management

Care’s Housing Officers aim to visit our tenants and properties at least once every 3 months to ensure that customers are getting the most out of their homes. We are committed to being very flexible in the way we manage our properties so please feel free to contact our operational team on 0345 4377367 if you have any questions or suggestions to improve your home. This may include tenancy-related matters, assistance with housing benefit claims, furniture requests, property adaptations or requests, contractor performance or advising on neighbour relationships.

Repairs

If you are a customer, or member of support staff, and wish to report a repair, please call JSB on 0800 014 9442 if you live in the northwest,

or PJ Lilley on 0115 963 4230 from properties in Nottingham, Bolsover or North Lincs,

or NPS on 01924 433066 from Stockton-On-Tees.

If your repair request relates to electrical appliances provided by Care, please call 01244 288 118.

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