Repairs Service

Byker Community Trust have entered into an arrangement through a Cost Sharing Vehicle with Isos Complete Support for the delivery of our Repairs and Maintenance Service.

isos-drilling-smallYou will see some changes on the estate in terms of repairs operatives wearing Isos branded clothing and using Isos branded vehicles and machinery. This service replaces the service that was previously delivered by Your Homes Newcastle and Newcastle City Council.

You can still report issues relating to repairs in ways similar to which you have done in the past.

All repairs should be reported to Byker Community Trust who can be contacted by:

  • Freephone  0800 533 5442 (Select Option 1 for Repairs and Maintenance.  Also phone this number for out of hours emergencies.
  • Email: repairs@bykerct.co.uk
  • In Person at the BCT office at 17 Raby Cross

When reporting your repair you will be asked for:

  • Your name
  • Your address
  • The nature of the problem (be as specific as you can)
  • A contact telephone number
  • We will always try to make an appointment at a time and date convenient for you.

isos-drilling-2-smallEvery repair is given a priority code which will depend on the nature of the fault and the possible risk to health and safety. From the priority code, you will be able to get an indication of how quickly the repair will be carried out. The table below shows the repair categories which we have, including an example of what type of repair each category could cover. You will notice some changes to the repair timescales, however this is to allow us to offer you more convenient appointment times.

Priority Target completion time
Emergency Attend by appointment within 24 Hours   These are repairs that could affect a tenants Health and Safety or cause serious damage to the property e.g. total electrical failure or burst pipes
Standard Attend by appointment within 20 Working Days   These are repairs that can generally be left without causing serious inconvenience to the tenant or causing damage to the structure of the building e.g. dripping tap or replacement kitchen drawer
Programmed Attend by appointment within 60 Working Days These are repairs that can be packaged together to form a small programme of works e.g. fencing repairs or replacements

Whilst BCT are responsible for most repairs to your home, some repairs are the tenants own responsibility, under the terms of your tenancy agreement. For example, if you lost your keys and we had to change your door locks, you would be charged for this work. If we know the repair being reported is chargeable, we will tell you.