About this book
The purpose of this book is to help Oxford City Homes give you a fair, efficient and cost-effective repairs service.
Details of how to contact us are given in Contacting us.
Before you ring us about a repair, please look up the problem on the relevant page to see what details we need to know. Use the ‘menu’ at the side of the page to find the page you need. By giving us as much information as you can, you can help us get your repair problem fixed quickly.
When you contact us, please have this book with you. Staff may refer to the book when they discuss your repair with you. They will also ask you when someone can be at home to allow a member of our operational staff in and to be in the home while the repair is being carried out. Please let us know if you are hard of hearing or may have difficulty getting to the door when someone calls.
You will see this symbol 
in certain sections of this book. This means that there is a more detailed information leaflet about the topic. Please contact us and we will send the leaflet to you. You can collect it from any of the Council’s Customer Service Centres, the Tenants’ Resource Centre or our reception at Horspath Road. You can also download it from our website www.oxford.gov.uk.
Our customer commitment to you
We have developed a set of service standards which reflect our commitments to our customers. These are set out on our website. They are also available at all our reception areas and some are summarised in your Tenants’ Handbook.
This handbook was developed and updated by tenant representatives and staff working closely together.
If you would like to have any part of this book explained, translated, or put on tape, please let us know. If you would find it easier to talk to us in another language, we can arrange for an interpreter to be present.
For a general topic area go to Contents.
For a specific topic, go to A-Z index.
The Internet Repairs Book conforms to the W3C Level Double-A Standards.
