Barbican Estate request a repair

Response time within four hours 

Repairs necessitated by an immediate threat to the health, safety and security of residents, visitors or staff. This category includes such items as broken glass in communal areas, clearing blockages or repairing leaks that are causing severe flooding, dangerous structure which could collapse, no electricity supply in tenanted property, no lights in shared areas.

Response time within Twenty four hours 

Repairs necessitated by an imminent threat to the health, safety and security of residents, visitors or staff. This category includes such items as making safe any loss of heating cracked glass in communal areas, clearing blockages or repairing leaks which do not cause severe flooding, damage or disruption.

Response time within three working days

Repairs requiring attention to maintain the high standards of security, safety and comfort of residents, visitors and staff but which do not pose an imminent threat to health, safety nor security.

This would include such items as repair or replacement of defective security equipment, repairs to entrance doors, etc,. as long as these defects do not pose an imminent threat to the health, safety and security of residents, visitors or staff.

Response time within 20 working days 

All other works such as cosmetic repairs to communal areas necessitated by wear and tear or repairs undertaken under other categories or those required to restore communal facilities to the recognised high amenity standards.

These would include decorations necessitated by other repairs and routine maintenance tasks.

Out of hours emergency service

Monday to Thursday 5pm to 8am and 5pm Friday to 8am Monday

On-site staff are available 365 days a year

Repairs necessitated by an immediate threat to the health, safety and security of residents, visitors or staff. This category includes such items as broken glass in communal areas, clearing blockages or repairing leaks that are causing severe flooding, dangerous structure which could collapse, no electricity supply in tenanted property. Out of hours emergency service is managed by the Property Services Officers and where additional assistance may be required, they will use the contractor.

For the out of hours emergency service call 020 7029 3953 or contact your local Estate Concierge or Lobby Porter.

Once you have reported a repair you will be sent an order acknowledgement form which will include the details of the repair, the order number and a deadline for the repair to be completed within. The form also contains a satisfaction survey which asks for your comments on the completed job and how satisfied you are with the repairs service.

As your landlord, the City of London Corporation is responsible for effectively maintaining communal areas and inside your home (our fittings). Tenants are responsible for their own fittings or improvements that have been made within their home. The City Corporation is not responsible for repairing or replacing any item that has been damaged on purpose or neglected. If we carry out works which we are not obliged to do, the cost of such work will be recharged to the tenant and is called a rechargeable repair.​ View the rechargeable costs to residents which clarify the procedures and reasoning for recharging certain aspects of work carried out by contractors working on behalf of the Barbican Estate Office.

The following information is to clarify the procedure and reasoning for recharging for certain aspects of work carried out by contractors working on behalf of the Barbican Estate Office.

Water penetration

When water penetration (i.e. water ingress to a flat) is reported, the Repairs Service Desk will raise an order for an investigation. This is usually the same day and involves our contractor making safe and isolating the water supply. It is only when the inspection has been carried out by the contractor, that the Repairs Service Desk will be advised on whether their investigation is rechargeable to the resident. If the leak is from plumbing which the leaseholder is responsible to maintain, e.g. shower, washing machine, dishwasher etc, it will be recharged.

Both this resident and the resident who has suffered water ingress will be notified by way of a letter from the Repairs Service Desk. The former resident will be advised in the letter that the investigation is rechargeable to them. The resident will also be asked to carry out any necessary repair work. If repair work is not carried out within a reasonable time-frame the estate office will review requesting access to carry out the work and recharging the cost to the resident.

If a leak affects City of London tenants’ flats, and if it is from one of their appliances e.g. washing machine it will be the tenants’ responsibility and they will be recharged for the contractor’s visit. They will also be asked to fix the appliance. If the leak is from their bath or sink, i.e. any of the fixtures inside a tenanted flat, the Barbican Estate Office will arrange for our contractor to fix this and there is no recharge made to the tenant.

Broken windows

Broken windows should be reported to the Repairs Service Desk and the officer will ask how the damage was caused, and if the crack is internal or external. If the crack is internal and accidental, the resident may be able to reclaim the cost on the building insurance. If the damage is external the Barbican Estate Office will arrange the work as a service charge item. Most damage to windows is accidental and this can also include damage to privacy screens which can get broken during periods of high winds.

Residents should be encouraged to report broken windows/privacy screens as soon as possible, to avoid accidents to themselves and contractors.

Blocked sinks

Both City of London tenants and leaseholders are charged for these blockages. The exception is if there is a blockage in the communal stack and this goes against the service charges for the block. It should be evident if there is a blockage in the stack as usually more than one resident is affected. If there is a blockage in the stack, the estate office contractors will be asked to attend and deal with it.

Lock changes

Both City of London tenants and the leaseholders will be recharged for lock changes if they lose their keys. The estate office will not arrange for the lock changes for Chubb and other security locks which always remains the responsibility of residents.