Our repairs and maintenance specialists, RFT and Gasway, are here to make sure your home is safe, secure and well maintained.
We want our staff and customers to feel safe and comfortable when we carry out repairs during Covid-19. This means we’re providing a limited repairs service, prioritising emergency and compliance work, along with any external work where we can. Unfortunately, this has created a significant backlog and we’re unable to schedule any new routine repairs or reports at this time. We’re sorry for any inconvenience this may cause.
If you’ve recently joined Flagship Homes from Suffolk Housing, your repairs provider will have changed from MCP to RFT. If you have a pre-existing repair, you don’t need to get in touch with us – RFT will contact you. However, if that repair becomes urgent and poses a risk to any household members or your home, do let us know and it will be marked as a priority.
Gas/oil heating repairs
All our gas/oil heating repairs are carried out by Gasway Services who are part of Flagship Group.
If you can smell gas, call Cadent immediately on 0800 111 999.
Lines are open Monday to Friday 8am to 5pm.
We can log your non-urgent repair, however we’re unable to provide an appointment right now. Once our temporary suspension of repairs is relaxed, we will call you to arrange a time.
We define an emergency as an issue that is causing significant damage to your home or an immediate health and safety risk, such as water escaping into electrics.
If you have a pre-existing repair, including those from your previous repair provider, you do not need to contact us - we will contact you. Of course, if your repair becomes urgent please do let us know and we’ll mark it as a priority. This includes customers who have recently joined us from Suffolk Housing.
All communal spaces, like hallways and stairwells, are managed by the Flagship Homes Estates team.
If you have any questions, you can contact RFT by emailing firstname.lastname@example.org.
Tips to help you solve problems with condensation and mould growth.
Fire safety at home
It's important to feel safe in your home especially when it comes to fire. The below link is a booklet on how you can make your home safe.
Surveys of your home
At times we need to complete surveys of your home for the following:
- Property Condition Survey - the age and condition of the major elements of your home (e.g. kitchens and bathrooms) to assist us with estimating the year that items will need to be renewed.
- Energy Audit - the energy efficiency and any areas where this may impact the running cost of your home.
You will receive a letter from a member of the Stock Surveyor Team notifying you when they are planning to visit your area and our records indicate that a survey of your home is required.
When we arrive at your home, we will introduce ourselves and show ID before explaining the process for the survey.
Although the team will endeavour to answer queries when in your home, they will not be able to advise on or raise repairs, which will need to be reported by yourself.
To assist us with completing the survey, we will need access to all internal and external areas of your property, including the loft space. Please also be mindful of keeping children and animals out of the way for their safety. Refusal to allow access means that you may not be included in programs to upgrade areas of your property such as new kitchens and bathrooms.
Frequently Asked Questions
How long will the survey take?
The survey will take between 30 minutes and one and a half hours depending on the survey being completed.
Are you checking up on me?
No, the Stock Condition Survey is to check on the condition of the major components of your property.
Can you provide me with guidance or information on my repair?
No, we are not responsible for minor repairs or repairs surveys.
Where do you need access to?
We need access to all of the rooms in your home, including the loft space and garden.
Can I have a new kitchen or bathroom?
We cannot give a definitive replacement date for any component during the survey. The information gathered during the survey will be entered into a database and used to identify when replacement is required. When your property is due for renewal work we will contact to you confirming your inclusion with details of what happens next.
Why are you wearing equipment?
It is company policy for us to wear equipment for health & safety reasons. As we are going in and out of a number of occupied and empty properties, we may be wearing face masks, a dust suit and safety glasses.
Can you take your shoes off?
We will wear shoe covers throughout your property when asked, apart from when using our ladder to ensure our safety.
Will I have to be in for the survey?
A responsible adult must be present in the property. If we can't gain access, we cannot assess your home and you may not be included in programmes to upgrade the components of your property, including new kitchens and bathrooms.
What if I can't make the appointment or have special access requirements?
Please let us know as soon as possible to allow us to reschedule our workload. We will try and and be as flexible as possible to fit in with your requirements.
For more information call our Contact Centre on 0808 168 4555.