Our repairs standards

We’re committed to maintaining properties and communal spaces in good condition where we are responsible for their upkeep.

To meet our legal responsibilities we will do the following.

We will:

• keep the exterior (including the roof, walls, doors, windows, paths) and interior (including ceilings, doors, floors) of the building in good repair;
• make sure supplies for gas, water and electricity are in good working order;
• maintain kitchen and bathroom equipment and drainage;
• and maintain shared areas like entrances and stairways.

Repairs are categorised as emergency, essential or routine. You’ll be offered an appointment if the repair is routine. Wherever possible we will confirm the appointment via a text message. Prior to arriving we will aim to confirm arrangements via a text message or telephone call.

All of our repairs contractors sign up to our code of conduct.

Emergency

These are repairs that present an immediate risk to safety, security or health. We aim to attend within four hours and complete within 24 hours.

Examples of issues that would be treated as emergency repairs include boarding up for security, gas leaks, gas supply failure, burst to or loss of water supply, total loss of electricity supply.

Essential

These are repairs where there is a risk to the customer or property if the repair is not dealt with quickly. We aim to complete these within 24 hours.

Examples of issues that would be treated as essential repairs include partial loss of power, partial loss of water supply, total or partial loss of heating or hot water (1 November to 30 April), significant uncontainable leaks from water or heating pipes, water storage tank or cistern.

Routine

These are repairs which do not cause serious inconvenience. We aim to complete these repairs within 28 calendar days.

Examples of issues that would be treated as a routine repair include total or partial loss of heating or hot water (1 May to 31 October), minor plumbing leaks, tap which cannot be fully turned off, brickwork, guttering repairs.

Sometimes we’ll need to inspect your home before the work can be booked; in these cases, your local surveyor will contact you to arrange to visit.

Related links

• Care and Repair
• Watch our ‘fix it’ videos