Our Repairs Standard
We want to keep your home and communal areas safe and in good condition. We have a commitment under your tenancy to carry out repairs in a timely and quality-assured way. Some repairs will be your responsibility. Find out your responsibilities in our repairs handbook [pdf] 3670KB.
Do not allow anyone into your home who is unexpected and does not have photo ID. Phone 01233 331111 so that we can check if we have sent a contractor.
Please note, you may be recharged if you, others in your household, or someone visiting you has caused the need for a repair visit.
We have three categories for repairs, which are:
Appointments are offered for Urgent and Routine works.
You will be given a timeframe for the response when you report an emergency repair. However, we cannot offer a definite time and expect you to be able to allow access whenever the contractor arrives.
Emergency repairs are classed as situations which potentially pose an immediate risk to health, safety and security.
The following are examples of what would be considered as emergency repairs:
- Gas leaks, which should be reported directly to the National Gas Emergency Service on 0800 111 999. Their full details and advice about what to do if you smell gas are available on the National Grid website. For gas safety advice, visit our living safely in your home page;
- Total loss of electricity, or a dangerous electrical fault;
- Total loss of water supply or a major leak, such as a burst pipe or water tank within the property;
- A toilet which cannot be used at all – if it is your only toilet;
- A blocked drain or serious leak of sewage;
- Heating failure during winter where there is no other form of heating available. This should be reported directly to our contractor on 0800 206 1371;
- An entrance door or window to your home that cannot be secured shut;
- Any other repair that poses a risk to you or the public, or to the building structure.
This is not an exhaustive list and each situation will be discussed with you to understand the full circumstances. We may ask you to take some action yourself to reduce the immediate risks.
We will attend within two hours or within 24 hours, depending on the urgency if a repair problem is considered an emergency. If we are unable to complete a permanent repair at that time, we will make safe, and arrange to return on a working day to complete the work.
Urgent repairs are classed as issues that cause serious inconvenience to you. We aim to complete these within five working days.
The following are examples of what would be considered urgent repairs:
- Partial loss of electrical power or light;
- Broken or damaged power socket, switch, or light fitting;
- Partial loss of water or gas supply;
- Loss, or partial loss, of space or water heating;
- Blocked or leaking drains or soil stack;
- A blocking toilet or broken flush;
- A blocked sink, bath or basin;
- A tap which cannot be turned;
- A leak from water or heating pipe, tank or cistern;
- A leaking roof;
- An insecure external window, door or lock;
- Loose or detached stair hand rails;
- Rotten timber floors or stair treads;
- A broken door entry phone;
- A broken extractor fan in a kitchen or bathroom with no other venting.
This is not an exhaustive list and each situation will be discussed with you to understand the full circumstances. We may ask you to take some action yourself to reduce the inconvenience until a contractor can attend.
The following are examples of what would be considered routine repairs:
- Minor problems with toilets, baths or sinks;
- Doors or windows sticking;
- Plaster repairs;
- Brickwork and other internal and external repairs.
Inspections or Surveys
We may not be able to decide what repairs are needed from our initial conversation with you. You may need to send us photographs, or arrange for an inspection visit before agreed works can be arranged.
We also carry out some inspections after work has been completed. This is to ensure the correct work has been done to an acceptable standard.
Visit our report a repair page for more information.
Right to Repair
We have a legal obligation to complete some types of repair works within a certain timescale. These works are called ‘qualifying repairs’.
When you report a qualifying repair, we will tell you who will do the repair and when it should be completed by.
|Repair Type||Response Time (working days)|
|Total loss of electric power||1|
|Partial loss of electric power||3|
|Unsafe power or lighting socket or electrical fitting||1|
|Total loss of water supply||1|
|Partial loss of water supply||3|
|Total or partial loss of gas supply||1|
|Blocked flue to open fire or boiler||1|
|Heating or hot water not working between 31 October and 1 May||1|
|Heating or hot water not working between 1 May and 31 October||3|
|Blocked/leaking foul drain, soil stack or toilet||1|
|Toilet not flushing (if there is only one toilet in the property)||1|
|Blocked sink, bath or basin||3|
|Tap cannot be turned||3|
|Leak from a water pipe, tank or cistern||1|
|Insecure external window, door or lock||1|
|Loose or detached banister or hand rail||3|
|Rotten timber flooring or stair tread||3|
|Door entry phone not working||7|
|Mechanical extractor fan in internal kitchen or bathroom||7|