Barbican Estate repairs and maintenance

Attend within four hours, complete within 24 hours

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

Complete 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.

From December 2025, there have been important changes to the way repairs and maintenance are delivered across the Barbican Estate. We are moving towards an in-house delivery model for day-to-day maintenance and repairs. This means that the Barbican Estate Office will directly employ and manage a dedicated team to carry out these services. More information on how the new in-house service will operate will be shared with residents as it is developed.

Since departure of our contractor in December, Elkins are assisting with day to day (reactive) repairs while we set up the in-house model. Going forward Elkins will continue to work alongside us, retaining responsibility for specialist structural waterproofing and drainage works.

Reporting a repair

• Emergency repairs should be reported by telephone to the Property Services Team on 020 7029 3909.
• Non-emergency repairs can be reported on the same number or by email to the Property Services Team.
• Out of hours repairs remain unchanged. Please call 020 7029 3909 or notify your Concierge outside of normal working hours (Monday to Friday, 5pm-8.30am, and weekends).

Repair priorities and timescales

• Priority 1 – Emergency: Attend within 4 hours, complete within 24 hours.
• Priority 2 – Routine: Complete within 20 working days. For urgent but non-emergency issues, the on-site delivery team will schedule and prioritise works appropriately.

Appointments and communication

Until the in-house service is fully launched, Elkins will contact residents directly to arrange the repair appointment, ensuring the correct trade, skilled operative, and time allocation. Their on-site delivery teams, including schedulers and Resident Liaison Officers, will manage resident communication throughout the repair, supported by the Barbican Property Services Team. This direct scheduling approach helps to improve first-time fix rates, enhance communication throughout the repair lifecycle, and ensure repairs are prioritised based on urgency and resident vulnerabilities. Residents will need to contact Elkins directly to cancel their appointments at least 24 hours in advance of the appointment.

Next steps

We will provide residents with more detail on the in-house repairs and maintenance service in the coming weeks, including what you can expect, how it will improve delivery, and how it will be supported by the Barbican Property Services Team.

Background underfloor heating is supplied by off-peak reduced tariff electricity using electric cables installed in the floors.

The City Corporation, in its role as Landlord, will provide, in so far as is practicable, electric under-floor heating during the "heating season" which runs from 1 October to 30 April, but some flexibility is allowed in exceptional weather conditions.

The system is designed to provide heating to 15.60C/60F where external temperatures are down to 1.70C/35F. If external temperatures fall below this level the target internal temperature may not be reached.

Energy inputs need to be consistent to maintain the efficiency of the system. There is a standard nine-hour off-peak charge period, which is augmented with a further four-hour charge at off-peak rates, as required.

The permanent window vents are essential and to prevent condensation must not be blocked.

The level of heat generated will vary from day to day, as it depends on how long the underfloor heating pads are active. This is determined by the outside air temperature levels around the Estate.

Residents do not have individual control over the level of background heating in their flats. In order to achieve individual levels of comfort, controls known as 'trimmers' have been installed to adjust heating levels down from the estate provided amount and some extra heating has been provided with storage heaters where minimum levels of heating could not be reached, within particular flats. 

The ambient temperature within each flat may also be influenced by the amount of direct sun coming through the windows and by the strength and direction of the wind. These variations will be unique to each flat, and the underfloor heating system will only respond to outside air temperatures.

Each flat has a master control mechanism (trimmer) that allows the Barbican Engineers to adjust the heating levels in the flat. The following options are available:

1. The underfloor heating pads in each room can be set to either the “on or off” position. Some residents for example choose to switch off the heating in their bedrooms.
2. The overall temperature setting for the flat can be adjusted from low through medium to high, but please note that the chosen setting will apply to the heating in every room where the under floor pads are switched “on” and it is not possible to vary the temperature setting between different rooms.

Please note that during periods of milder weather there may be days when the system provides little or no heating. This is normal and residents should use their own appliances to provide additional heating if required.

Should there appear to be any failure in the system, this should be reported at once to the Repairs Service Desk 020 7029 3909 during office hours only. During out of office hours, contact your Car Park Attendant or Lobby Porter who will contact the Duty Manager for you.

Response times for heating repairs are as follows:

• total loss of heating - 24 hours
• partial loss of heating - three working days

Residents must on no account make any fixings which involve penetration of the floors as damage could result to the electrical cables in the floor screed. If you intend to fit a new carpet, the fitter should be informed that under-floor heating is installed so that suitable underlay can be supplied.

Please see the following list for answers to your most frequently asked questions about how the system operates.

Q - Can the dates, on which the heating is switched on (1 October) and off (30 April), be reviewed?
A - Yes, the Barbican Estate Office (BEO) already do this and review the situation in September and April/May. Any requests should be redirected to the appropriate House Officer.

Q - My flat is 18C but I am still cold. What can be done about this?
A - Purchase supplementary heating which was the original intention of the system.

Q - I've lived in my flat for 30 years and I've never known it so cold. What's changed?
A - Some mild spells of weather result in low periods of charging - there is no heating charge above overnight temperatures of 15C/59F.

Q - Does the type of flooring I have affect the temperatures provided?
A - Yes the type of underlay/carpet/wooden flooring does affect the temperature provided.

Q - Is the heating provided based on the temperature at that time or is there a lag?
A -The heating takes its charge at night based on the actual temperature at that time.

Q - Can the times at which heating is provided be reviewed?
A - The BEO will be having this discussion with EDF energy.

Q - Can the temperature be regulated for individual rooms in a flat?
A - Trimmers can regulate the background heating for the flat. Individual rooms can be isolated from the background heating system.

Q - Why is my flat cold in the evening?
A - As a result of mild night-time temperatures, charging periods would be low and heat stored in the floor screed can dissipate and leave little for the evening.

Q - Is there a difference across the estate as to when the heating comes on?
A - No, all flats are on the same profile.

Q - Why is my friend's flat in another block warmer?
A - The temperature in a flat would depend on the outlook/aspect of the flat and the position of the flat in the block.

Q - Why doesn't the BEO review the trigger temperatures/parameters at which a charge is taken?
A - The profiles are determined by the electricity supplier. If the BEO approached the supplier to alter the profiles, it could result in a much higher tariff for residents.

Q - What is the BEO's position if mild weather continues and there are no greater charges being taken?
A - Mild weather conditions are generally short lived but residents should use supplementary heating during these periods, which was the original intention of the system.

Q - Isn't it cheaper for residents to pay for extra boost periods during peak charging times during the day than to pay for supplementary heaters which have high running electrical costs.
A - This is difficult to quantify as any adjustment to profiles would be estate wide and could increase consumption significantly whereas supplementing heat on an individual basis would be a relatively small cost.

Q - Is there a new thermostat? Has this affected the system?
A - No there is not a new thermostat, new sensing probes were fitted by EDF Energy prior to last year’s heating season but would not have a bearing on temperature profiles.

Q - How long will the heating come on for at different outside temperatures?

A - The heating will come on for the following amount of time based on these example external temperatures: 15 °C = 0 hours. 12.5 °C = 2 hours. 10 °C = 5 hours. 7.5 °C = 7.75 Hours. 5 °C = 8.5 hours. 2.5 °C = 11.5 hours. 0 °C = 13 Hours

A Garchey Refuse Disposal Unit was originally installed underneath each kitchen sink to take most of your normal waste materials. However, you should now dispose of items which can be recycled in the clear sacks provided. 

If blockages occur they should be reported at once to the Repairs Reporting Line; do not use the Garchey until the blockage has been cleared. To report issues with your Garchey email Repairs Service Desk or call 020 7029 3909, 8am to 5pm Monday to Friday.

A number of residents have removed the Garchey unit and installed alternative waste disposal systems. In these cases whilst the maintenance of the existing Garchey pipe work remains the responsibility of the City of London Corporation as Landlord, any new installation within the flat becomes the responsibility of the long lessee who will nonetheless remain liable to contribute towards the maintenance of the Garchey system via the service charge under the terms of the long lease.

The Garchey must not be used between 11pm and 7am to prevent noise disturbance to other people.

At regular intervals (once a month) the unit should be dismantled and cleaned. You can request a demonstration of how to do this by calling the Repairs Service Desk.

When leaving your flat unoccupied, it is good practice to insert the Garchey key provided for dismantling the unit into the slots located at the top of the Garchey unit. (Do not turn). This will reduce the risk of flooding should a blockage occur in the system.

It is not possible to recover items deposited in the Garchey Refuse Disposal Unit once flushed away. However if something valuable is inadvertently deposited in the Garchey unit, then it should NOT be flushed and you should notify the Repairs Service Desk immediately. An attempt can then be made to recover the item, but no guarantee or responsibility can be accepted by the City Corporation.

Items which are not disposed of via the Garchey system will be collected on weekdays for disposal or recycling. 

If any repair or demonstration on how to use the Garchey is required, please call the Repairs Service Desk to arrange access/ a suitable time. There is no additional charge for this service.

Note: A Garchey cleaning service is not provided as this is the responsibility of residents.

• Please flush your Garchey, even if not used regularly, at least once a day to change the water in the system, thus reducing the likelihood of stale water smells rising from the unit.
• Food waste and even broken glass can be disposed of through the Garchey system, as once it is flushed there is no manual handing of the waste beyond that point.
• Please do not put plastic bags or any other material that traps air inside, as this can lead to the objects not ‘flushing away’ and potentially causing a blockage of the unit.
• When disposing of plant/flower materials through the Garchey, please cut the stems down to no more than 10cm lengths.

An entry phone system is in operation for most of the flats on the Barbican Estate.

• Visitors can use the control panel located at podium level block entrances to speak to residents via the intercom located in the flat
• After verifying the identity of the visitor, residents can give visitors access to the block by releasing the lock from inside their flat
• Residents should be cautious about giving access
• Name labels on the control panel can be updated by contacting reception at the Barbican Estate Office

Visitors to the Tower Blocks will gain access via a similar system with the assistance of the Lobby Porter.

Repairs to the entry phone system are carried out by Property Service Officers on the Barbican Estate, residents should report any defect to the Repairs Service Desk 020 7029 3909.

Residents living in either a staircase block, the Mews, Wallside, The Postern or one of the Towers can have access to their own meters. These are located in a locked cupboard above the front door. Keys are held by the Lobby Porters, Car Park Attendants and Barbican Estate Office Reception and can be loaned out to residents on request.

Those residents living in corridor blocks do not have access to their meters as they are located in a single locked switch room at the end of each corridor and only authorised personnel are permitted access.

Those residents wishing to request a meter reading must contact the Repairs Service Desk 020 7029 3909 and the results will be provided to you within seven working days.

Barbican flats have extractor vents in the bathrooms and kitchens that provide ventilation and reduce the problems of condensation which sometimes occur. Vents need to be cleaned every 12-18 months to ensure they work effectively.

The vents above your windows which allow fresh air to enter should never be completely closed or obstructed as this will reduce the efficiency of the ventilation system.

Arrangements can be made to have vents cleaned to ensure that they are in good working order by contacting the Repairs Service Desk 020 7029 3909.

TV
The Barbican Estate has an integrated TV network. There is no monopoly provider and residents are free to contact any reputable TV company to link into the infrastructure which was installed in 2005. You are not allowed to install your own individual satellite dish. This is prohibited under the terms of your lease. If you have an issue with TV reception (either Freeview, Freesat or Sky) please call 4th Utility on 0800 102 6223.

Broadband
The Barbican Estate has a dedicated Fibre to the Premises (FTTP) which is supplied by 4th Utility. Broadband from other providers can be sourced via your telephone line (ADSL). 4th Utility can be contacted on the dedicated Barbican Estate hotline 0800 102 6223 or their main customer care line 0800 066 2833. 

When the fault is identified to be on resident’s equipment and not the landlord’s, the attendance of the engineer will be recharged to the resident.

Lift maintenance and repair services on the Barbican Estate are carried out by Guideline Lift Services (Kleemann). The contract is fully comprehensive, covering routine servicing, emergency callouts, and repair works.

Emergency response:

If you become trapped in a lift, press and hold the alarm button to be connected to the 24-hour call centre. The contractor is required to respond to entrapments within 60 minutes.

General faults:

Faults and breakdowns are normally attended to within four hours, with repairs completed within 24 hours where parts are available. Routine non-urgent defects are managed through a planned programme.

Servicing and inspections:

Guideline completes monthly servicing, maintenance, and safety checks of the lifts to keep them in safe working order, and also carries out annual deep cleaning of machine rooms, lift wells, and pits. Firefighting and evacuation lifts receive additional monthly safety checks in line with fire safety regulations. In addition, statutory LOLER inspections are carried out independently by British Engineering Services (BES) every six months, with any required defects addressed promptly.

Reporting:

Real-time electronic reports are submitted after every visit, and performance is monitored through monthly meetings between the contractor and the Barbican Estate Office.

The Barbican Estate has a salvage store which has been established by a group of volunteer residents who collect and maintain a stock of old fixtures and fittings removed following renovations to flats.

The store is situated in the basement (level 03) under the south end of Willoughby House. The store stocks an array of fixtures and fittings from taps and light switches to doors, drawers and complete sink units, all of which are available free of charge to long lessees. The store saves items going to landfill, lowers disposal costs and allows other long lessees to benefit.

Please email Barbican Salvage Team with your request for items or visit the Barbican Salvage website for further information.

The store relies on items that are donated by long lessees, but please contact the salvage store team to discuss first and to arrange collection from you or your contractor.

The salvage team are being particularly careful in monitoring items coming in and out and would like to ask those donating items to ensure that they contain no asbestos. So far asbestos has been found in items such as bathroom cabinets (although if removed with no damage to the outer casing these should pose no risk) and some kitchen fittings such as hotplates.

Some items cannot be accepted due to safety concerns or limitations on storage space, so please do not leave items outside the store expecting them to be taken in. Items left outside the store will not be accepted, and will be considered abandoned and therefore "fly-tipped". These items must then be disposed of by the estate office and this will result in additional charges to the service charge.

If you are having private works carried out in your flat, please ensure your contractors are aware of this too.

If long lessees are looking for specific items, please contact the team via email, and your request will be answered swiftly.