Housing association repairs and complaints

Platform Housing Group is a not-for-profit landlord that provides over 5,500 affordable homes in the West Midlands. Most Platform homes are a mix of flats, bungalows and houses for rent.

The majority of Platform Housing Group properties are advertised and let through Lichfield District Homes, however some are advertised directly on the Platform website and on the Moving Soon website.

How to request a repair from Platform Housing Group

If you are a Platform tenant and the easiest way to report a non-urgent repair or housing matter is through the Your Platform customer portal.

You can also report a repair online or call 0333 200 7304.

Things you'll need to fix outside your home

• Repair or replacement of garage internal and ironmongery elements inclusive of door locks and fittings, finishes (if caused by damage by the customer or visitor)
• Repair or replacement of bins to individual house or flat
• Repair or replacement of TV aerials or satellite dishes serving an individual house or flat
• Repair or replacement of washing lines and rotary dryers to an individual house or flat
• Maintenance of trees, grass, hedges, shrubs
• Repair to dividing fencing, except privacy panel
• Platform Housing Group will repair, replace or upgrade paving/tarmac of the path leading to the front entrance door to the equivalent of 1 flag width, and around the property to a side or rear entrance door to the equivalent of 1 flag width. Anything beyond this is your responsibility
• Maintenance of timber sheds or of its removal if no longer required
• Blocked or leaking foul drain, soil stack etc. within property boundary (if caused by damage or neglect by the customer)
• Blocked or leaking shared foul drain outside property boundary (customer via utility company)
• Replacement of window keys if lost.
• Repair or replacement of door locks, replacement of keys, letter plate, number plate, security chain, spy hole and other associated door ironmongery

Things you'll need to fix inside your home

• Bleeding of radiators
• Repair or fitting of cookers and cooker connections such as bayonet fittings
• Replacement of light bulbs.
• Doorbells if battery operated or fitted by a previous customer
• Repair or replacement of security lights, burglar alarms or other security devices
• Smoke/CO alarm replacement of batteries.
• Blocked basins, sinks, baths, showers and level access shower wet room gullies
• Replacement of plug, chain, bath panel
• Repair or replacement of toiled seats
• Minor wall and ceiling plaster work suitable for filling with polyfiller
• Repair or replace wall and floor tiling finishes inclusive of bathroom and kitchen splash back tiles, if damaged by you or your visitors.
• All flooring apart from the kitchen, bathroom and toilet.
• General kitchen appliances – you need to arrange for connecting and plumbing in appliances, such as cookers, washing machines, tumble dryers and dishwashers.
• You are responsible for managing condensation in your home. Appropriate cleaning materials should be used on small areas of black mould on sealant, etc.
• Painting and decoration.
• Broken or damaged cupboard doors and drawers if damage is not due to fair wear and tear.
• Repair or replacement of internal doors and door ironmongery if caused by you or your visitors damaging it or general neglect.
• Repair or replacement of curtain pole, rail or track.
• Removal of mice, rats and other vermin within your property.

What to expect when you request a repair

The Platform team deal with repair requests in order of priority - find out more.

Complaints about repairs

If the Platform team do not resolve your repair in a timely manner, we would recommend you first speak to the Platform team on 0333 200 7304. They’ll guide you through the complaints process and log the complaint for you. 

You can also visit www.platformhg.com/complaints to complain online, view the Platform complaints process, and view a complaints guide. 

You can also email complaints to: customerfeedback@platformhg.com

If you need support in making your complaint, the Housing Ombudsman can help you.

What happens after you make a complaint

Once submitted, your complaint will be investigated by the Platform team.  

Ombudsman complaints

If you're still dissatisfied after you’ve been through stage one and two of the Platform Housing Group's complaints process detailed above, you can contact the Housing Ombudsman or refer your complaint to a designated person, such as a such as a local councillor or MP. 

You can contact the Housing Ombudsman by:

• emailing info@housing-ombudsman.org.uk 
• visiting the Housing Ombudsman's make a complaint page
• calling 0300 111 3000
• writing to the Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET

The Housing Ombudsman may support you to try and reach a solution prior to this as part of their early resolution approach. For more information read their guidance on early resolution.

You can also refer your complaint to a designated person. They can help by trying to resolve your complaint or can refer your complaint direct to the Housing Ombudsman. More information about using a designated person is available on the Housing Ombudsman website.

When we can help

If you have been through the Platform Housing Group's complaints process and your concerns have not been resolved and you are living in unsafe or uninhabitable conditions that breach the housing health and safety ratings system (HHSRS) and need urgent support to safeguard you and/or your family's wellbeing, you can reach out to us and we may be able to offer support.

To contact us email enquiries@lichfielddc.gov.uk. Please provide as much detail as possible, including when you first raised the repairs request, when you first raised a formal complaint, and if possible please provide copies of the stage one and stage two complaint responses you have received, plus any photographs or evidence you would like us to look at.