We are committed to ensuring that your home is fit for habitation. You have the right to receive notice of a proposed visit to carry out repairs or maintenance, or to view the condition or state of repair of your home. For disabled tenants, we recognise your right to reasonable adjustments.
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:
- Emergency repairs - four hours
- Emergency, but less urgent repairs - 24 hours
- Routine repairs – 20 working days
- 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 four 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:
- A leak – but one which you have been able to contain
- Partial loss of power, heating and hot water
- Shower not working – and no other form of washing
- Non-secured window
- Beeping smoke alarm
- Roof tile fallen into guttering
- Non-flushing toilet that can be flushed in another way, but is the only toilet in the property.
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 and Mould
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.
