0151 227 1001 info@primagroup.org

How can we help?

You can report repairs to us in a number of ways – the easiest and quickest way is to do it online using the form below.

Alternatively, you can call us on 0151 227 1001.
Please note calls may be recorded for training or monitoring purposes and lines are open Monday to Friday from 9am-5pm.

Please note that we will not enter a property to conduct repairs unless someone over the age of 18 is present and our staff will always be carrying ID so remember to ask to see it.


Simple boiler checks before you report a fault:

  • Is the boiler gas or electric?
  • Have you checked if there are any supply problems in the area?
  • Is there sufficient credit on your card if you have a prepayment card?
  • Is there a fault reading flashing on the display? If so, do you have the manual for the boiler?
  • Is the thermostat in the correct position?
  • Are the radiator valves open correctly?
  • Is the boiler coming on at all? If so, is there a banging noise?
  • Is there a pressure reading? If so, what does it say?

The majority of boiler manuals can also be found on the manufacturer’s website.

Decent Home Standards

What is the Decent Homes Standard?

A decent home is one that meets the current minimum standard for housing, is in a reasonable state for repair, has reasonably modern facilities and services and provides a reasonable degree of thermal comfort.

Why make homes decent?

Decent homes are an essential part of a sustainable community. A home and the environment around it has a major impact on the physical and mental health and well being of those that live there.

The government’s decent homes standard is a consistent standard applied by all Registered Social Landlords.

How does it affect me?

The work we carry out to your home is focussed on ensuring it meets this standard. In addition to this however, it is important we recognise that our tenants may have other priorities that do not fall within the decent homes standard. This is taken into consideration when planning our investment programmes.

What is a ‘decent’ home?

A decent home meets the current minimum standard for housing and should be free from Category 1 hazards under the Housing Health and Safety Rating System (HHSRS).

Homes which fail to meet this criterion are those where either one or more key building components are old and because of their condition need replacing or major repair OR two or more of the other building components are old and because of their condition need replacing or major repair.

A decent home will have reasonably modern facilities and services and homes which fail to meet these criteria are those which lack three or more of the following:

  • A reasonably modern kitchen (20 years old or less)
  • A kitchen with adequate space and layout
  • A reasonably modern bathroom (30 years old or less)
  • An appropriately located bathroom and WC
  • Adequate external noise insulation
  • Adequate size and layout of common entrance areas for blocks of flats

It will also provide a reasonable degree of thermal comfort and have both efficient heating and effective insulation.

Aids and Adaptations

If you have any disabilities which prevent you from getting about in your home, or you face difficulty doing every day things then you may be eligible to have your home adapted. Adaptations can be quite small such as adding handrails or can involve more major works such as installing a stair lift.

If you think you may need an adaptation in your home you must first visit your GP or Occupational Therapist and ask them to produce a report outlining the exact adaptations you need and the reasons why.

Once you have this report you should send it to your Housing Officer.

If the report doesn’t say exactly what adaptations you need or if more information is required, we may contact your GP directly or visit you in your home.

Your Housing Officer will inform our Aids and Adaptations Team of your request and your name will be added to our Aids and Adaptations waiting list – you will be contacted directly by us when the work is due to be carried out in your home.

If you would like further information on the Aids and Adaptations process please Contact Us.

Cyclical Repairs

Repairs & Maintenance

Before forming Prima Group, Pierhead Housing introduced new repairs and maintenance contracts in July 2015 working in partnership with JC Construction and ForWorks.  Over the first 12 months the partnership delivered over 3,000 repairs leading to improved efficiency and greater value for money.  Since then, and since forming Prima Group, we have several more partnerships as part of the Group – bringing further efficiencies. We regularly survey a random sample of tenants after completion of a repair.  If you do receive a call from us please provide your feedback so we can use this information to monitor the performance of our contractors and further improve the service that we provide.

Batched repairs

Prima Group will normally complete routine repairs within 21 working days from when it is first reported to us.  We may however at times collate non urgent repairs and issue them at a later date as a batched programme. Examples of the type of repairs we may batch include gutter repairs, fencing repairs and paving.  We may however batch other types of repair work as long as it does not cause a risk to heath & safety or deterioration of the property.

Please remember that by us managing our repairs service in this way we can complete certain non urgent repairs at a lower cost and achieve greater value for money to allow us to invest in our properties for the future.  We will always let you know when a repair has been batched in this way and will aim to completed all batched repairs within a maximum three month period.

Gas Servicing

Annual Gas Service Inspections

Prima Group has a legal responsibility to carry out an annual gas service to every one of our homes. If your Gas Service is overdue, please Contact Us to arrange an appointment.

Why it is Important to Check that Gas Appliances are Safe?

This helps us identify any potential problems with your gas appliances and helps us prevent potentially lethal gas problems. All gas appliances are checked by Gas Safe Registered engineers and it is essential that you make every effort to provide access to your home to enable this work to be completed on time.

Most gas appliances need a chimney or flue to remove the fumes from your home and ensure that they not mixed with the air that you breathe.

Gas appliances need air to burn safely and with enough air, gas appliances produce carbon dioxide and water in safe amounts which are normally taken away by a chimney or flue. However, a gas appliance will produce carbon monoxide if there is too little air or the chimney or flue becomes blocked.

Carbon monoxide gas is highly poisonous and is difficult to recognise because it has no colour, smell or taste.

Providing Access

You must allow Prima Group access to the property to carry out maintenance or safety checks on appliances and/or flues that we provide for your use.

Failure to provide access is a breach of your tenancy agreement and will result in legal action being taken to obtain access. Prima Group reserves the right to recharge tenants the legal costs and these fees can amount to approximately £800 so it is vital for tenants to allow access and avoid the high cost of legal fees.

It is essential for your safety that you allow gas checks to be carried out in your home.

Repair Timescales

Please check the table below to see how long we have to complete repairs to your home.

Category of Repair Completion Timescale Details Examples
Emergency 24 Hours Where there is a serious risk to the tenant or the property Total loss of electricity or power, gas leaks, structural faults
Urgent 2 Days Loss of essential facilities, or likely to cause damage to the structure Roof leak, loss of water, partial loss of heating
Routine 21 Days Repairs that are without serious inconvenience Minor repairs, kitchen fittings, door, windows, floors
Planned Subject to Programme Major improvements Replacement kitchens, bathrooms, windows, boilers


Tenants Responsibilities

Repairs and Maintenance – Who is responsible?
Tenants are expected to take care of their home and report any repairs or faults to Prima straight away.
The tenant is responsible for repairs such as unblocking sinks.

The table below shows who is responsible for what.

Planned Maintenance
Damp and Condensation

When warm air which is full of moisture comes into contact with a wall or window, that is colder than it is, the warm air is unable to retain the same amount of moisture, and the water is released onto the cold surface, this can also happen when warm air and cold air meet, causing condensation which is visible to see to form. This is quickly followed by mould if the temperatures remain warm and condensation is not dealt with immediately.

Through the daily routine of showers, baths, boiling kettles, cooking, drying clothes and breathing a family of 4 will contribute approximately 4 pints of water per person a day, equal to over 100 pints of water vapour a week, which has to end up somewhere.

When the air contains more moisture than it can hold, it reaches ‘saturation point’ and when this is reached the moisture turns back into water and condensation occurs. The temperature reached at saturation point is called ‘dew point’.

If you are a tenant and are aged 60 or over, disabled, infirm or receiving benefits you may be eligible for assistance with carrying out insulation, draught-proofing or heating works. If dampness has caused window frames in your home to rot, you can treat the wood with preservatives. However, it is important to remember that the only lasting remedy for wood rot is to cure the damp that caused it in the first place.

How to prevent condensation:

  • Try to keep the inside temperature reasonably constant
  • Avoid drying clothes indoors
  • Do not dry clothes over any radiators
  • Ensure tumble driers are properly vented or the condensate is regularly emptied
  • Keep furniture away from walls
  • Do not disable extractor fans
  • Ensure extractor fans are well maintained and adequate

Many people will choose to open a window to remove condensation within the home, the problem with this is that the weather outdoors tends to have more moisture and a higher humidity than indoors which will cause more condensation problems once you close the window. Having humidity levels of 50% or higher in your home can damage your property and can make allergies and asthma problems worse.

Here’s our handy guide to condensation and mould, feel free to download it and share it with anyone you feel may be interested:

Online repair request

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Get in touch

For any emergency out-of-hours repairs please
call 0800 587 4480 or 0844 893 3955.

There are some repairs that the tenant of the property is responsible for carrying out and Prima Group will not do for you. To find out who is responsible for a specific repair, please feel free to Contact Us.