You can report a repair to Choice by contacting the Choice Services Centre on 0300 111 2211 or emailing Choice at repairs@choice-housing.org.
Choice Services Centre deal will all your property repair needs, from logging the repair through to following up with our contractors to ensure that the work is done in a timely fashion.
Choice also operates an emergency repair helpline through Radius Connect 24 for tenants who need an emergency repair outside normal office hours. To access this service you can telephone the Choice Services Centre on 0300 111 2211 and your call will divert automatically.
All repairs are categorised as emergency, urgent or routine; each with a time frame within which the repair will be made safe and/or completed where possible.
Immediate – within Normal Working Hours |
Defects immediately affecting the safety, security or health of the tenant, public or property. To be commenced immediately and no later than 2 hours and completed or made safe within 4 hours |
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Out of Hours Immediate - Works |
Defects immediately affecting the safety, security or health of the tenant, public or property. To be commenced immediately and no later than 2 hours and completed or made safe within 4 hours |
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Emergency |
Defects affecting the safety, security or health of the tenant, public or property or where the defect is likely to cause major inconvenience. To be made safe and/or completed within 24 hours |
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Urgent |
Defects causing loss of facility to the tenant or likely to cause further deterioration to the structure, fabric, fittings, fixtures or services to the building. To be commenced and completed within 4 working days |
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Routine |
Defects which can be deferred without serious inconvenience to the tenant or does not present a danger but should not wait for a planned programme of work. To be commenced and completed within 28 calendar days |
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To ensure that your repair is completed to the highest standard, we may have a skilled Property Services Officer contact you to inspect or assess your repair request.
Under the Housing (NI) Order 1983, secure tenants who have made certain improvements to their home may receive compensation if they leave before they have enjoyed the full benefit of the improvement.
Tenants should check with the Association regarding specific improvements to confirm if they are eligible.
Further information regarding the tenants’ right to compensation and advice regarding specific claims for compensation can be obtained by contacting our Services Centre on 0300 111 2211
The Right to Repair scheme enables Choice tenants to have urgent, minor repairs which affect health or safety completed quickly at no cost to them. The scheme allows tenants to be compensated where such repairs have not been completed within a prescribed period. There are terms and conditions surrounding this scheme and if you would like to know more about the Right to Repair scheme please contact our Services Centre on 0300 111 2211
Your experience as a customer is a priority for us throughout our organisation. It is vital that we listen to your feedback and develop new ways of working to make experiences effortless and services accessible. We can’t move forward without knowing where we’re going, and the feedback you provide helps us map out how to get to where we want to be.
We have commissioned IFF Research to undertake surveys on our behalf. IFF Research is an independent social and market research agency with a strong reputation for delivering high quality and high impact research.
You may receive a phone call from 0203 148 7635 asking about the services we provide. It’s entirely up to you whether you take part, and if you have any questions about this process please contact us on 0300 111 2211 or email enquiries@choice-housing.org
