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Repairs & Maintenance

Ensuring that your home is maintained and in a good state of repair is one of Trident Group's main priorities.

The easiest way to book a repair is by using our MyTrident portal. You can book a repair 24 hours per day, 7 days per week.

You can also book repairs or a gas service by ringing us on 0121 633 4633 (Monday to Friday 9am – 4pm). You can book emergency repairs on 0121 643 6060 after these hours.

When you log a repair, depending on the type of repair, it will fall under one of the following categories:

The repair will be logged as an emergency if it presents an immediate risk to the safety or security of you or your home. An operative will attend within 24 hours. We will normally only attend at night when failure to do so will endanger your health or safety.

Emergency examples include: complete electrical failure, major leaks, no cold water supply, securing doors/windows to your home, gas leaks, blocked toilet (if it is the only one in your home) structural damage, and total heating failure (No heating and hot water) if the temperature is below 10°C.

If you experience an emergency outside of Trident Group’s normal office opening hours, please contact our out-of-hours repair line on 0121 643 6060. We will only attend if the repair cannot wait until the next working day. Therefore, we ask that you are honest when telling us how bad the problem is and what steps you have taken.

If a contractor attends an out-of-hours emergency, they will only be required to make safe or isolate the problem. Any follow up repairs will be carried out at a later date.

If we tell you that we are sending a contractor on an out-of-hours call, we ask that you wait in for them to arrive. If you do not wait and they are unable to gain access to your property, we may charge you for the cost of the visit.

The repair will be logged and the earliest available appointment will be given. If the repair is urgent but not an immediate risk, an operative will attend within 7 days.

Urgent examples: partial electrical failure, no hot water supply, re-glazing following board up, internal running overflows, controllable leaks (including blocked or leaking waste pipes), broken toilet flushes, roof repairs, total heating failure if the temperature is below 10°C.

Routine examples: internal joinery repairs, minor plumbing repairs (including external running overflows), plaster repairs.

We will always assess the vulnerability of each resident before deciding how urgent the repair is, ensuring our response is tailored to your specific circumstances.

Repairs may be delayed if you are unable to describe the problem clearly. In some cases, to ensure the repair is carried out effectively, we may need to arrange an appointment to inspect the problem before logging the repair.

MyTrident

You can book a repair anytime using our online resident portal – MyTrident!

Register for the portal using your National Insurance number, email address, and postcode.

Register for the MyTrident Portal

If you would like to submit your repair request online, please fill in the form below with as much information as possible. The team will get back to you within 48 hours.

View Privacy Policy

Repair appointments

Appointments for repairs can be arranged any time from 2 to 28 days from the date of your repair request and we can now offer three types of appointment slots, Morning (8.00am–12.00pm) Afternoon (2.00pm–5.00pm) and between the hours of (10.00am-2.00pm) to help with commitments such as school runs.

If we are unable to complete the repair work on the day of the appointment, the team will make arrangements for a return visit.

If you are out when a member of our team calls, a missed appointment card will be left with an alternative date. If you are unable to keep with the newly scheduled appointment, please call the office to rearrange with a suitable date.

Repair responsibilities and recharges

See below to understand which repairs are your responsibility, what we’re responsible for and when we’ll charge you for a repair:

The areas that Trident Group is responsible for are:

  • Repairs to the structure and outside of the building including windows, roofs, doors, pipes, gutters
  • Structural fixtures and fittings of the building, including internal doors, kitchen
    units, internal joinery, cupboards, and fireplaces
  • Repairs to fixtures and fittings including sinks, toilets, electrical wiring, fitted heaters and radiators
  • All water, gas, electric, sanitation, space and water heating systems installed
    by Trident
  • Communal areas and services
  • All firefighting and detection equipment supplied by Trident

The areas that you, as a tenant, are responsible for are:

  • Anything that belongs to you or was originally installed by you after you moved into the property (this includes showers added without Trident’s knowledge or permission)
  • Minor repairs and replacements that require no technical ability and can be done with common household tools
  • All internal decoration, including minor plaster faults and cracks. (Except after
    certain major improvements)
  • Fixing and replacing cupboard and door handles and tightening door hinges
  • Reporting repairs promptly and letting us know if you are worried about anything in
    your property
  • Unblocking sinks and waste pipes
  • Replacement of light bulbs, fuses, and taps washers
  • Helping to prevent water tanks or pipes freezing – if you are struggling with heating costs then please get in touch with us to see how we can help. You can read more on our cost of living page.
  • Replacement batteries where we provided battery operated smoke detectors (wired or wireless)
  • Repairs required as a result of damage caused by you, your family or your visitors
  • Replacement keys or gaining entry for lost keys or locking yourself out
  • Cleaning baths, toilets, wash basins and other bathroom fittings
  • Curtain batons
  • Replacement of doors due to a forced entry
  • Keeping gardens and shared areas tidy and free of rubbish
  • If you have a fireplace or chimney, you are responsible for sweeping it regularly to prevent fires
  • If you want to make any changes or improvements to your home (including drilling into walls or ceilings) then you must ask

To protect your own possessions, we recommend that you take out home contents insurance in case they become damaged. You can do this using specialist providers for people living in social housing like the My Home Scheme or by using price comparison sites.

Trident Group aims to provide a responsive and efficient repairs and maintenance service. In some cases, and in line with your tenancy agreement, it is necessary for Trident Group to re-charge you for repair work that we carry out.

Here are examples of when we do this:

  • If the repair work is necessary due to deliberate damage, misuse or neglect to your property, its fixtures and fittings or any communal areas; caused by you, your family or your friends
  • If we have to change alterations which you have made to your property, the communal areas or communal grounds, without receiving approval from Trident.
  • If you ask for extra/replacement door entry fob


Sometimes we may ask you to pay after a repair has been completed, this may be due to:

  • Our contractor calling on a pre-arranged day but cannot get access to your home. This may result in us recharging the cost of the call-out
  • An emergency repair logged which is not an emergency. This may result in us recharging the cost of an emergency call-out

We prioritise repairs based on the level of risk and the specific needs of each resident, ensuring that vulnerable residents receive the necessary attention more quickly. This is in line with our vulnerability policy and makes sure that we can provide a tailored service to you.

If you are unhappy with your repairs, you can send a message to our complaints team using the form above.

You will then enter our complaints process. Your complaint will initially be dealt with by a Trident Group manager who will follow the stage one process. If you are still unhappy, you can then escalate this to stage two where on of our senior management team will review it.

If you are still unhappy, you can contact the Housing Ombudsman Service who are an independent, impartial, and free service who monitors how Social Housing providers perform on complaints. The Housing Ombudsman Service will ask if you have contacted us so please place a formal complaint with us first.

For more information on our complaints procedure, visit our complaints page.

If you would like to have your say on how we can improve our repairs and maintenance service, you can join one of our resident panels or customer voice group who meet regularly to discuss how we can improve.

You can find out more by visiting our engagement page or by calling the team on 0121 633 4633 or emailing communityengagement@tridentgroup.org.uk.

We hope that we would be able to work together to complete your repair but you are entitled to take legal action against Trident if you wish.

Your solicitor may take a percentage of any compensation you may receive and will recover payment of some of your legal costs, but if you lose then you are likely to have to pay legal costs without receiving any compensation.

To avoid confusion later, if you do seek legal advice please ensure you are fully aware of what you are signing up to – sometimes the process cannot be stopped even if you later change your mind. As your landlord we cannot advise you but there are independent organisations like Citizens Advice who can provide free independent legal guidance.

Any correspondence about disrepair from your solicitor or other representative should be sent in writing to Legal Services, Trident Group, 12 Fairlie House Trident Close, Erdington, Birmingham B23 5TB.

Responsive Repairs Policy July 2024Download