Housing: my home, services and money matters

You can report a repair to a member of the house staff, or email repairs@abbeyfield.com If it is out of hours call 0333 005 0135

If you are a leaseholder:
Abbeyfield is responsible for repairs to communal areas and the structure of the building. Repairs inside your own flat or property are usually your responsibility.

If you’re unsure whether a repair is your responsibility or Abbeyfield’s, please report it and we’ll advise you.

If you smell gas you should call Transco on 0800 111 999

If there is an immediate danger to life or property, call the emergency services on 999

Out of Hours property emergency on 0333 005 0135

How quickly we respond depends on how urgent the repair is. When you report a repair, we’ll assess it and prioritise it based on risk to safety and your home.

Emergency repairs
These are issues that pose a serious and immediate risk to your safety or the building.

• Some emergencies are responded to within 4 hours

• Others are dealt with the same day or within 24 hours, depending on the issue
  Examples include serious leaks, loss of heating or power, lift entrapment, fire alarms, or being unable to secure your home.

Urgent repairs
These are problems that need attention quickly to prevent further damage or major inconvenience.

• Usually completed within 7 days
  Examples include partial loss of heating, blocked pipes, appliance faults, or minor roof leaks.

Routine repairs
These are general repairs that don’t pose an immediate risk.

• Usually completed within 20 days
  Examples include minor leaks, damaged kitchen units, or replacement appliances.

Follow-on works
If a temporary repair is carried out first and parts or further work are needed:

• Follow-up work is usually completed within 10 days

We’ll keep you informed about what to expect, including timescales, and let you know if there are any delays. Repair times may occasionally change due to parts availability or specialist contractors, but we’ll always explain what’s happening.

Our preferred method of payment is Direct Debit

If you’re unsure how you currently pay, or would like to change your payment method, Customer Services can help 0300 131 0777

Your service charge covers the services provided in your house, which may include:

• Communal cleaning

• Utilities in shared areas

• House management and support

• Repairs and maintenance to communal areas

• Food service

What’s included can vary by house. You’ll find full details in your tenancy or licence agreement, or you can ask your Sheltered Housing Manager for details.

If you’re worried about paying your rent or charges, please contact us as soon as possible.

We can:

• Talk through your options with you

• Offer advice or support

• Help you access additional guidance or signpost to external support

The earlier you get in touch, the more we can do to help.

We want you to feel at home and personalise your space.

If you rent your home:
Minor changes, such as pictures or furnishings, are usually fine. Larger changes (for example painting walls, fitting fixtures, or structural changes) usually need permission first.

If you are a leaseholder:
You do not need permission for minor cosmetic changes, such as painting walls. However, permission is required for structural changes or major alterations, such as installing a new bathroom or shower.

If you’re unsure, please check with house staff before making any permanent changes.

We will only enter your home with your permission.

This applies whether you rent your home or are a leaseholder, and includes repairs, inspections, or routine health and safety checks.

We will always contact you in advance to arrange access, unless there is an emergency where immediate entry is needed to prevent serious risk.

Responsibility depends on whether you rent your home or are a leaseholder.

If you rent your home:
Abbeyfield is responsible for maintaining:

• the structure of the building

• fixtures and fittings provided by Abbeyfield

You are responsible for:

• your own belongings

• day-to-day care of your home

If you are a leaseholder:
Abbeyfield is responsible for the structure of the building and communal areas.
You are responsible for fixtures and fittings within your flat or property, and for your own belongings.

If you’re unsure, report the issue and we’ll let you know.

Yes of course - visitors are welcome.

• You’re free to have friends and family visit

• Overnight guests are usually allowed

We just ask that:

• Visitors respect other residents

• House guidelines are followed

If you’re planning longer stays, please let the House team know in advance. This helps us make sure the home remains comfortable and safe for everyone.

If your contact details or emergency contact change, please tell us as soon as possible.

You can update your details by:

• Contacting Customer Services

• Speaking to your Housekeeper or House Manager

Keeping this information up to date helps us support you properly.

If you’re going away, please let your Housekeeper or House Manager know.

This helps us:

• Keep you safe

• Be aware if there’s an emergency

• Make sure your home is secure

You don’t need permission to go away - we just like to know.

Pets are considered on a case-by-case basis.

If you’re thinking about keeping a pet:

• Speak to Customer Services or your House Manager first

• We’ll look at what’s suitable for your home and the house

Abbeyfield arranges insurance for the building.

All residents are responsible for arranging their own contents insurance to cover personal belongings.

We understand that not everyone is confident using technology.

Support is available, including:

• Help from staff or Housekeepers

• Printed information where needed

• Digital support through AbilityNet, who offer trained volunteer support

• Contact the Resident Engagement Manager by emailing resident.engagement@abbeyfield.com or calling Customer Services on 0300 131 0777

You don’t have to use technology to access our services - we’ll support you in the way that suits you best.