Leaseholder Repairs Service - terms and conditions

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Materials and goods
Workmanship
Starting and completing the work
Existing structures and contents - your obligations
Existing structures and contents - our obligations
Changing the work
Health and safety
Defects liability period
Customer complaints
Customer satisfaction

Woking Borough Council's Woking Repairs Service will carry out a repair under the following terms and conditions.

Our main aim is to carry out the agreed work with care and skill and to a good standard. We will carry out the work within a 15-day contract period.

We expect a leaseholder to pay us the agreed price once we have completed the work. You will be sent an invoice within 10 days of completing the work and we require payment in full, within 21 days of receipt of the invoice.

Materials and goods

Any material or goods we supply will be:

new (unless you agree otherwise in writing)
of satisfactory condition
of the description you give for their type, as far as possible
of the appropriate British Standard and Code of Practice in force at the date of placing the order
fit for their intended purpose.

We will not be responsible for the satisfactory quality of any materials or goods you provide.

Workmanship

All workmanship shall be of a high standard in strict accordance to the Woking Borough Council Code of Conduct.

Starting and completing the work

Woking Repairs Service will start the work on the agreed appointment date. It is our intention, as far as reasonably practicable, to complete the work on the same day.

Existing structures and contents - your obligations

You are responsible for any loss and damage to any existing structures and contents.

Existing structures and contents - our obligations

We will be responsible for any loss of or damage to any existing structure and contents, if the loss or damage is caused by our negligence or by the negligence of any person we are responsible for.

If part of the loss or damage is caused by someone else we will only pay our share.

Changing the work

If you wish to change the content of the work, you must confirm this in writing within five days of the start date and we will vary the order and adjust the scheduled price.

Health and safety

We will be responsible for all health and safety issues relating to the work.

Defects liability period

We will put right, at no expense, any defects in the work due to faulty workmanship or materials within three months of the completion date. However, we will not be responsible for any of the following.

Conditions of the property that existed prior to our work commencing.
Any defects resulting from acts or omissions undertaken by you or your visitors.
Defects caused by events that had occurred after the completion date.

Customer complaints

We will take any complaint seriously and professionally in line with Woking Borough Council's complaint procedure. Please contact us in any of the following ways:

by phone: 0800 521555
by email: WokingRepairsService@woking.gov.uk
by letter: Woking Repairs Service
                Monument Way East
                Woking
                Surrey
                GU21 5LY
by going online

Customer satisfaction

We will contact you on the completion of the work, to ask you to complete a customer satisfaction questionnaire.

Woking Borough Council aims to provide the best possible service to its customers. That's why it is important that you tell us how we are doing and how we can improve our services to better meet your needs.