If you have a problem with your home, our skilled team is on-hand to fix it.
In this section, you can find out more about the types of repairs we’ll undertake and the timescales they’ll take to fix.
Emergency Repairs
Target Timescale: Respond within 4 hours, complete within 24 hours
There are different factors which decide if a repair is an emergency, but this is typically classified as an immediate risk to life, health or property and applies to the inside and outside of the property including communal areas and estate grounds.
The types of jobs which count as an emergency typically include:
- Gas leaks or Carbon Monoxide exposure,
- Severe flooding,
- Structural damage,
- Fire damage,
- No heating in extreme cold,
- Blocked drains causing overflow,
- Dangerous doors/windows,
- Hazards that pose immediate risk.
This list isn’t conclusive or full and if you believe there’s another problem at your home which needs an emergency repair, please contact us immediately.
Urgent Repairs
Target Timescale: Complete within 5 working days
We’ll undertake urgent repairs within 5 working days when a problem is affecting your ability to live at home but is not immediately life-threatening. This includes:
- Partial heating loss,
- Minor roof leaks,
- Blocked toilets where secondary toilets exist,
- Broken glazing in a non-secure window,
- Faulty door entry systems,
- Minor plumbing leaks
- Mould remediation where risk is moderate
- Partial water supply loss
- And minor electrics posing risk but not immediate danger.
10 Working Days
Target Timescale: Inspect within 10 working days
These repairs are for problems where there is significant risk but not immediate harm such as:
- Low level damp, mould and condensation,
- Excess cold or heat,
- Domestic hygiene problems,
- Pests and refuse issues.
Routine Repairs
Target Timescale: Complete within 20 working days
Non-urgent repairs that do not affect tenant safety or essential services in your home i.e.
- Minor plastering, carpentry, or bathroom and kitchen repairs
- Door handles,
- Faulty light fittings,
- Non-emergency fence & path repairs
Planned Repairs
These are scheduled repairs or maintenance works when there is no risk to tenant or property safety. Although we typically aim to complete these within 30 days, if major work is required we’ll discuss these arrangements with tenants. Works in this category include:
- Kitchen/bathroom/window replacements,
- Major, non-urgent roofing works,
- Structural improvements,
- External wall insulations,
- Energy efficiency upgrades.
Tenant Responibility
There are many small repairs or tweaks that tenants will be responsible for fixing themselves, and we aren’t able to send staff to help with these, including replacing light bulbs, hanging shelves or curtains, minor decorations such as placing photos, or moving furniture.
Code of Conduct: