Answers to popular questions

Click on the following to find out the answers to some of our most frequent enquiries:

When will my windows be replaced?

Any replacement of windows comes under our planned maintenance programme. This is part of a larger scheme for external refurbishment work which is due to take place over a number of years. Any minor repairs required to the windows can be reported to the Housing Management Customer Services on 020 8937 2400 who will arrange for the main term contractor, Wates, to visit your home.

When will decoration work be carried out in the communal areas around my home?

Any external decoration work is conducted under our planned maintenance programme. Any minor repairs required to the communal areas can be reported to the Customer Response Team on 020 8937 2400 who will arrange for the main contractor, Wates Living Space, to visit your home.

When is the contractor due to arrive to carry out my repair?

If you have an appointment pre-booked for a repair, the contractor will attend within two hours of the agreed appointment time. It is important to note that though the contractor will arrive within this time, it may take longer than two hours to carry out the repair.

Why do I have to pay for a repair?

You will be recharged for a repair in the event that damage to the property is caused through neglect, carelessness or misuse, even if the repair is one which the Council would normally carry out. You are also responsible for all visitors to your home and therefore any damages that are caused by them.

Who is my Housing Officer?

Every tenant has a dedicated Housing Officer to assist with tenancy matters and general housing enquiries. Brent Council informs you of your Housing Officer’s name and contact details when you move into your home. Your Housing Officer will usually schedule a visit to meet you between six to eight weeks of your tenancy start date.

If you are unaware of who your Housing Officer is, please full enter your postcode in the following box.