Repairs
Touchstone
We’ve chosen to appoint Touchstone, a Places for People company, to manage our entire mixed tenure portfolio. As one of the UKs leading property management firms with a portfolio of over 20,000 homes, you can rest assured that you’re in safe hands. Aside from day-to-day tenancy management, Touchstone is responsible for coordinating and overseeing rental collection, repairs, maintenance, and responding to customer queries.
Responsive Repairs - Affordable and Social Rent properties
At Auxesia Homes, we are committed to keeping your home safe, comfortable, and in good repair. If something in your home breaks or isn’t working properly, our repairs team is here to help.
How to Report a Repair
You can tell us about a repair:
- Online: Use our repairs portal/link
- By phone: Call Touchstone on 01225 838 490
- Email: info@touchstoneresi.co.uk
Emergency Repairs - Affordable and Social Rent properties
For emergency repairs outside office hours, please call 01225 838 490.
Emergency repairs affecting safety, such as electrical faults, or flooding, take priority. Always follow safety guidance provided by staff.
Types of Repairs
We prioritise repairs as follows:
|
Category |
What It Means |
How Quickly We Respond |
|
Emergency |
Danger to life, serious damage, or essential services not working |
Within 24 hours |
|
Urgent |
Serious inconvenience or health/safety risk |
Within 5-10 working days |
|
Routine |
Minor repairs or comfort issues |
Within 20-30 working days |
Rechargeable Repairs
Touchstone will actively seek to recover the cost of any repair that is not the responsibility of the landlord. Under the terms of the tenancy agreement, you’re responsible for any damages caused by you, a member of your household, or a visitor. This includes inaction relating to willful damage, negligence or abuse.
Where a repair is identified and the defect is not a health and safety hazard, you’ll be given the opportunity to carry out the repair yourself at your own cost. Touchstone will arrange a visit to inspect the work to ensure that it has been completed to their satisfaction. Your responsibility for any rechargeable repairs will be identified at the point of diagnosis or initial inspection and their liability confirmed. Work to be carried out on your behalf will be confirmed in writing. Touchstone may require the cost of the repair to be paid for in advance of it being carried out. Auxesia Homes will exercise this right, except where we believe that a delay would adversely affect our interest in the property, health and safety is compromised (e.g. gas or electrical repairs), or where the vulnerability of you as the tenant is such that discretion is required.
Inspections
Inspections can be classified as either pre-inspections or post inspections. Pre-inspections are sometimes needed to accurately diagnose the reported problems and determine what work is required. Or to support a vulnerable tenant who’s seeking assistance on a defect.
Adaptations
We will consider requests for adaptations on a case-by-case basis. As first point of contact, please e-mail auxesiaqueries@touchstoneresi.co.uk.
Your Responsibilities
To help us carry out repairs quickly and safely, please:
- Report repairs promptly and provide details
- Allow our team or contractors access to your home
- Take care of fixtures, fittings, and appliances
- Do not smoke whilst the contactor is there and preferably not for an hour before they arrive
- Contain your pets
What You Can Expect
- Clear communication about your repair and expected timescale
- Skilled contractors carrying out the work safely
- Updates if there are delays
- Opportunity to give feedback once the repair is complete
If You’re Not Happy
If a repair isn’t completed to your satisfaction, you can use our complaints procedure, and we’ll investigate and respond promptly.
Your Feedback Matters
We monitor repair times and customer satisfaction to continually improve our service. Your feedback helps us keep your home safe and comfortable.
