Report a repair

We provide a responsive repairs service and our team are on call 24/7, prioritising the most urgent cases. Our target timescales for completion within the different categories are below:

1. Emergency Repairs - 4 hours
2. Emergency, but less urgent repairs - 24 hours
3. Routine Repairs – 20 working days  
4. Multi-responsive repairs – 20 working days.

More information is provided below.

Emergency Repairs

Emergency Repairs that pose a potential danger to your health and safety will be completed within 4 hours. Examples include a complete loss of electricity, fire or serious structural damage. 

In circumstances where a customer has been found to have deliberately or falsely reported an out of hours emergency repair, they may be recharged for the call out.

Emergency, but less urgent repairs

Some repairs would still be classed as an emergency, but do not pose an immediate threat. These would be completed within 24 hours.

Examples of these include:

• Shower not working and no other form of bathing
• Property has insecure window
• Smoke alarm bleeping
• Tile in gutter
• Partial loss of power

In some instances, we may only be able to carry out a temporary repair to make the situation safe and secure. Once this has been done, arrangements will be made for an appointment to complete the full repair.

Routine

These are repairs that cause limited inconvenience and don’t cause serious discomfort or nuisance to residents, or neighbours and any long-term damage to the building. We aim to complete these types of repair within 20 working days. Sometimes if we find that the repair is part of our planned major repair programme, we may carry out the repair at a later date as part of this so as to be more economical. We will notify you within the 20 days if this is the planned approach.

Examples of these include:

• Renew double glazed unit
• Low water pressure
• Radiator not working
• Internal door not opening or closing properly

Multi–Responsive Routine

If you report several issues or repairs needed in your home, we may need to do a pre-inspection to review the work. Following this inspection, we will contact you within 10 working days to book convenient appointments to carry out the various aspects of the work.

Examples of these include:

• Mould Treatment
• Plastering
• Decoration
• Damp-proof course works
• External works such as pointing and resetting flags

Damp, Mould and Condensation

We are committed to providing and maintaining a dry, warm and safe home for all our tenants. We recognise the significant impact damp and mould can have on the health and wellbeing of our tenants.

When you report damp and mould concerns to us, you can expect that:

• We will listen to your concerns and take them seriously.
• One of our specialists will visit your home and carry out a thorough inspection.
• We will work hard to identify the root cause of the problem.
• If needed, we will complete any repair work to fix structural or plumbing issues.
• If needed, we will make improvements to the ventilation in your home.
• In the case of mould, we will remove the mould and treat the affected area with specialist products.
• We will keep customers fully informed about appointments, inspections, outcomes and the timetabling of works. 
• We will carry out a follow-up call three months after the works have been completed to ensure that the issue is fully resolved and has not returned. 

If you need an emergency repair, we’ll do everything we can to get it sorted quickly.

An emergency repair is something that poses an immediate risk to your health, safety or security. This is why it’s important we look at these jobs first. 

The repairs team remains here to help you, but ask that you consider carefully if your repair is an emergency prior to calling.

Emergency repairs consist of:

• Uncontainable leak
• Total loss of power
• Total loss of heating and hot water in a home without alternative forms of hot water e.g. electric shower.
• Serious security breach (such as an insecure front door)
• Major structural damage

To report an emergency repair out of office hours (8am - 5pm) call us on 0800 953 0213 (option 1).