Repairs & servicing

We have a duty as a landlord to keep your home in good order. As a tenant you share the responsibility for looking after your home with us.

What to expect on repairs

When you report a repair it will fall into one of the categories below. Find out about the timeframe you can expect your repair to be carried out in.

Our response timescales

Emergency repairs (P1)

These are repairs which present an immediate and serious threat to your safety or that of your home. Types of repair may include:

• Large structural collapse
• Fire Major flooding
• Exposed bare electrical cables
• Total loss of power
• Total loss of water
• Blocked main drain

We'll attend all P1 Emergency repairs on the same day that they are reported, whether during normal working hours or out of hours.

Priority Repairs (P2)

These are repairs which are likely to affect your wellbeing or which could cause a further problem in your home if left unattended for longer than a day or two. Types of repair may include:

• Total failure of heating
• Total failure of hot water
• Toilet not flushing (where there is only one toilet)
• Rainwater leak from roof
• Partial loss of power
• Loose handrail

We'll attend all P2 Priority repairs before the end of the next working day after you have made a report. These will be attended during normal working hours.

Routine Repairs (P3)

These are repairs which present no immediate and serious threat to your safety or that of your home and which are not likely to affect your longer-term wellbeing. Most repairs which you report will probably fall into this category.

We'll attend all P3 Priority repairs at a mutually convenient appointment which will be agreed with you when you report it to us. Timescales will depend on capacity and the complexity of works, with maximum response times of 28 days.

Complex Repairs (P4)

These are repairs which normally would not be resolved in one visit and require a technical surveyor to assess the situation to decide the best course of action. We won't give you an appointment initially when you call, but you'll receive a call within 7 days to arrange an inspection.

We will then agree an appointment date for the work to be carried out. These types of repair may include walls, flooring, paths and fencing. We aim to complete works within a maximum of 120 days, however less complicated works may take up to 28 days.

Jobs with a 60-day target completion

These jobs typically include larger outsourced responsive repairs or minor works that fall outside the skillset of our internal trade teams, but do not require a surveyor to scope. These are works where the nature of the job is understood from the outset, allowing us to issue it directly to an external contractor for delivery. The 60-day target allows sufficient time for contractor scheduling, material lead times, and completion, while maintaining a strong focus on timely service for our customers.

Carrying out repairs

Our colleagues will carry out most day-to-day repairs. They will carry identity cards and will normally arrive in one of our vans. Sometimes we employ external contractors. These contractors will also carry identity cards. If you have any questions about the identity of the caller please contact us immediately.

Providing access to repair work

Please help us to help you by letting our colleagues into your home to carry out repairs and safety servicing, and keeping to appointments. Where possible we will arrange a morning or afternoon appointment with you, or advise the tradesperson to contact you to arrange a convenient time.