We understand that faults in your home can be frustrating, so we aim to carry out repairs as quickly as possible.
To make sure we respond effectively, we prioritise repairs based on urgency. This allows us to deal first with issues that may be unsafe or cause serious damage, while also supporting residents who may be more vulnerable.
Please note that some minor issues are the responsibility of tenants to resolve. More information can be found here.
To help manage repairs efficiently, we group faults and maintenance requests into categories. Click on the tabs below to find out more about each category of repair.
Emergency repairs — within 24 hours
If you report a fault in this category, we will aim to attend within 24 hours to make it safe. Additional visits may be required to fully resolve the issue to ensure the property is maintained to a safe standard.
Find out more on what qualifies as an emergency repair:
- Total loss of power or water (not including hot water if there’s an electric shower)
- Partial loss of power if it’s needed for essential (typically medical) equipment
- Heating broken down and a member of your household is elderly, disabled, chronically sick or a child under the age of five
- A gas leak — please also call the National Gas Emergency Helpline on 0800 111 999
- Serious roof leaks, loose roof tiles or dangerous chimneys (weather permitting)
- Checking that all flues operate safely after chimney work
- Uncontrollable water leaks or leaks that could affect the electrics in your home
- Serious structural damage
- Dangerously loose plaster, external render or brickwork
- Carbon monoxide, smoke/heat alarm and fire alarm sounding
- Faulty entrance doors, communal doors, fire doors and door entry systems if you can’t make the property secure or get inside
- Boarding up doors and windows to make the property safe
- Sewage leaks from a blocked drain
- Blocked sinks (only if there isn’t another available and a member of the household is elderly, disabled, chronically sick or a child under the age of five)
- Blocked baths and showers (only if there isn’t another available and a member of the household is elderly, disabled, chronically sick or a child under the age of five)
- Emergency access (e.g. forced entry by the emergency services)
- Blocked toilet or unable to flush (only if there isn’t another available)
- Make safe damaged asbestos
- Severe damp or mould
- Damaged cables and unable to isolate (exposed wires)
Urgent repairs — within 3–5 working days
Find out more on what qualifies as an urgent repair:
- Boiler faults leaving you without heating or hot water
- Checking electrics after a leak
- Emergency lighting not working
- Internal lighting circuit faults
- Repairing showers/baths when you have no other way of bathing
- Testing electrics
- Repairing dangerous steps, stairs and stair rails
- Repairing communal and fire doors that are still working
- Leaking overflows (indoors)
- Follow-on visits after a gas leak or sounding carbon monoxide alarm
- Shower tray reseal
Routine repairs — within 20 working days
These day-to-day repairs do not cause significant inconvenience and can be scheduled within a reasonable timeframe.
Find out more on what qualifies as a routine repair:
- A dripping tap
- Containable leaks
- A fault with a single light fitting
- Steps/stair rails repairs
- External waste pipe loose/damaged
- Bath repairs
- Toilet pan repairs
- Pipework repairs (leaking/damaged/renew)
- Sink repairs (unless it’s blocked)
- Blocked waste you can’t clear
- Radiator not working/leaking
- Drainage repairs (usable)
- Repressurise boiler
- Immersion heater
- Shower tray/screen/curtain rail/door seal repairs
- Worktop repairs
- External light (communal)
- External/Internal doors and all fittings repairs
- Letterbox
- Room stat/programmer/heating controls
- External sockets
- External window repairs
- Extractor fan (repair/replace)
- Earth bonding to pipework
- Meter box repairs
- Flooring repairs
- Window repairs, including hinges and seals
- Gas/electric appliance check
- Blocked toilet (only when another is available)
- Toilet cistern
- Hand basin
- Repair/replacement of locks when home is still secure
Planned works
If something in the property needs a full replacement, it will be scheduled into our planned works programme.
Find out more on our planned works:
- Kitchens
- Bathrooms
- Heating systems
- Roofs
- Windows
If we find out that a full replacement is needed on a repair visit, we will fix the problem for the time being then plan to carry out the full work at a later date.
We also survey all our homes every few years and plan in major upgrades and replacements as part of a rolling programme of scheduled work.
If you are waiting for a planned repair and the fault gets significantly worse, please let us know so we can ensure any major issues or hazards are dealt with.
Appointments and scheduling a repair
In most cases, when you report a repair, it is best you allow us to use our keys for our builders to attend, this ensures the repair is done as soon as we can.
If you cannot agree to us using our keys, our staff will agree on an appointment date and time period (morning or afternoon). If scheduling within a specific time is not possible due to exceptional circumstances, we will inform you and arrange for the contractor to contact you directly.
Important:
Missed appointments result in wasted time and resources. Please ensure that you or another responsible adult is home to allow entry for the repair. If you know in advance that you cannot meet the agreed time (please provide at least 24 hours’ notice), inform us so that we can arrange another appointment. Alternatively, you may authorise us to use our own keys to gain access for carrying out the repair.
If you are not available to let the contractor in at the agreed time, the repair will be cancelled, and you may be charged accordingly.
Find out more on what qualifies as an emergency repair:
- Total loss of power or water (not including hot water if there’s an electric shower)
- Partial loss of power if it’s needed for essential (typically medical) equipment
- Heating broken down and a member of your household is elderly, disabled, chronically sick or a child under the age of five
- A gas leak — please also call the National Gas Emergency Helpline on 0800 111 999
- Serious roof leaks, loose roof tiles or dangerous chimneys (weather permitting)
- Checking that all flues operate safely after chimney work
- Uncontrollable water leaks or leaks that could affect the electrics in your home
- Serious structural damage
- Dangerously loose plaster, external render or brickwork
- Carbon monoxide, smoke/heat alarm and fire alarm sounding
- Faulty entrance doors, communal doors, fire doors and door entry systems if you can’t make the property secure or get inside
- Boarding up doors and windows to make the property safe
- Sewage leaks from a blocked drain
- Blocked sinks (only if there isn’t another available and a member of the household is elderly, disabled, chronically sick or a child under the age of five)
- Blocked baths and showers (only if there isn’t another available and a member of the household is elderly, disabled, chronically sick or a child under the age of five)
- Emergency access (e.g. forced entry by the emergency services)
- Blocked toilet or unable to flush (only if there isn’t another available)
- Make safe damaged asbestos
- Severe damp or mould
- Damaged cables and unable to isolate (exposed wires)
Find out more on what qualifies as an urgent repair:
- Boiler faults leaving you without heating or hot water
- Checking electrics after a leak
- Emergency lighting not working
- Internal lighting circuit faults
- Repairing showers/baths when you have no other way of bathing
- Testing electrics
- Repairing dangerous steps, stairs and stair rails
- Repairing communal and fire doors that are still working
- Leaking overflows (indoors)
- Follow-on visits after a gas leak or sounding carbon monoxide alarm
- Shower tray reseal
Find out more on what qualifies as a routine repair:
- A dripping tap
- Containable leaks
- A fault with a single light fitting
- Steps/stair rails repairs
- External waste pipe loose/damaged
- Bath repairs
- Toilet pan repairs
- Pipework repairs (leaking/damaged/renew)
- Sink repairs (unless it’s blocked)
- Blocked waste you can’t clear
- Radiator not working/leaking
- Drainage repairs (usable)
- Repressurise boiler
- Immersion heater
- Shower tray/screen/curtain rail/door seal repairs
- Worktop repairs
- External light (communal)
- External/Internal doors and all fittings repairs
- Letterbox
- Room stat/programmer/heating controls
- External sockets
- External window repairs
- Extractor fan (repair/replace)
- Earth bonding to pipework
- Meter box repairs
- Flooring repairs
- Window repairs, including hinges and seals
- Gas/electric appliance check
- Blocked toilet (only when another is available)
- Toilet cistern
- Hand basin
- Repair/replacement of locks when home is still secure
Find out more on our planned works:
- Kitchens
- Bathrooms
- Heating systems
- Roofs
- Windows
If we find out that a full replacement is needed on a repair visit, we will fix the problem for the time being then plan to carry out the full work at a later date.
We also survey all our homes every few years and plan in major upgrades and replacements as part of a rolling programme of scheduled work.
If you are waiting for a planned repair and the fault gets significantly worse, please let us know so we can ensure any major issues or hazards are dealt with.