Repairs - FAQ's

Frequently Asked Questions
How do I rearrange a repair appointment?

You can rearrange your repair appointments by logging into the tenant app. However, if the repair is within 2 working days, please give us a call on 0800 5874538 and we will change this for you.

How do I cancel a repair appointment?

You can cancel your repair appointments by logging into the tenant app. However, if the repair is within 2 working days, please give us a call on 0800 5874538 and we will change this for you.

What happens if I miss a repair appointment?

If you have missed your repair appointment you should have received a card through your door. Please contact us to get the repair booked back in as soon as possible.

How do I check my repair details?

To find out more details about your repair, simply log into the tenant app and open the repairs section.

What do I do if my smoke alarms keeps beeping intermittently?

Immediately call our Customer Services team on 0800 5874538 and we will arrange to send someone out. Lines are open from 8.15am to 7pm Monday to Friday and 9am to 1pm on Saturday.

Aids and adaptations
Do I have to pay for minor adaptation work to be completed?

Minor adaptations up to £1000 will be arranged through our repairs service, subject to meeting our criteria. Some minor adaptations can be agreed over the phone, for example grab rails and lever taps.

Will I need to be referred to the Occupational Therapist before minor adaptations can be fitted?

Our Occupational Therapist may need to contact you for more complex minor adaptations.

How long will it take for a minor adaptation to be completed?

We aim to complete minor adaptations, such as lever taps and grab rails, within 30 days of your request. However, more complex jobs may take longer, especially if external preparation work is required, as this type of work is weather-dependent.

Do I have to pay for a major adaptation?

Once assessed and approved, major adaptations will usually be funded through a Disabled Facilities Grant dependent on whether you meet the eligibility criteria and pass their financial assessment. Disabled Facilities Grants: Overview - GOV.UK (www.gov.uk)

How do I request a major adaptation?

Local authorities must get permission from us before carrying out assessments for major adaptations.
Here are the local authorities and further information on the services they provide:

Durham County Council 
Darlington Borough Council 
Hartlepool Borough Council 
Stockton-on-tees Borough Council 

How long will it take for a major adaptation to be completed?

Local authorities manage the waiting list, and due to the high demand for services, timeframes vary depending on the difficulty of the required work.

Will you always be able to meet my request for an adaptation?

Sometimes, it is not practical for us to adapt your home. This may be due to its size, construction, location, or the amount of adaptations required. In these situations, we may help you move to a home more suited to your needs or one that is more easily adapted.

What happens if my application for a Disabled Facilities Grant is refused?

If your request is refused, we may be able to fund or carry out the work, subject to approval.

Do I need to ask for permission from Livin to adapt my home if I am funding the adaptation myself?

Permission is required before any work is carried out to your home.