Emergency Repairs are needed when there’s a risk to your safety, serious damage to your home, or an urgent issue that needs immediate attention.

These include:

• A water leak that cannot be contained
• Total loss of electricity or water supply
• Fire damage or flooding
• Major structural damage
• Repairs to doors and windows to secure your home
• Blocked main drain or only toilet
• Total loss of heating (with no alternative available)
• A lift that is out of order
• Offensive or discriminatory graffiti

To help us resolve your repair as quickly as possible, follow these steps:

Identify the Issue

• Check whether your repair is an emergency, urgent, or routine so we can respond appropriately.

Provide Details

When reporting a repair, give as much detail as possible, including:

• The type of issue (e.g., water leak, electrical fault)
• Where the problem is in your home
• Any immediate risks or hazards

Schedule an Appointment

Once reported, we’ll arrange an appointment for the repair.

Emergency Repairs

A qualified contractor will arrive within 2 hours and aim to complete the repair within 24 hours.

Routine Repairs

Usually attended the same day, but times may vary depending on complexity.

If there are any delays, we’ll keep you updated on progress.

You may be contacted after the repair to share your feedback.

By providing detailed information when reporting a repair, you help us get it sorted as quickly and smoothly as possible.

You are responsible for repairs caused by damage, loss, neglect, or failure to report an issue. Some common examples include:

• Not reporting faults, leading to further damage.
• Poor DIY work that needs fixing.
• Damage caused by you, your household, visitors, or pets.
• Lost keys requiring lock replacements.
• Missed appointments for agreed repairs.
• Leaving rubbish behind when moving out.

We will always discuss costs with you before proceeding, except in emergencies where delays would cause safety risks or further damage.

Tenant Responsibilities & Rechargeable Repairs

Tenants may be charged for repairs caused by neglect or damage, including:

• Unreported issues leading to further damage.
• DIY alterations requiring correction.
• Lost keys requiring lock replacements.

For emergency situations affecting health and safety, we may conduct repairs and charge tenants afterward.

How we ensure quality

• Performance Monitoring: We survey at least 10% of completed repairs to maintain high standards.
• Customer Feedback: Surveys are conducted after major works.
• Annual Report: Service performance is reviewed and published.

Your feedback helps us improve – please participate in surveys when contacted.