Repairs
Your home should be in good order when you move in. If you do need to raise a repair, please contact your local branch.
EMERGENCY REPAIRS: If you have an issue that poses a risk to life or the structure of your home, please report this to us over the phone as soon as you can so we can assess the situation quickly and get you the help you need. (Emergency repairs include things like gas leaks, serious water leaks or flooding)
When will your repair be carried out?
When you report a repair, your job will be prioritised in accordance with set criteria. We have different timescales for completing repairs, depending on the priority and the nature of the work, although we aim to complete all repairs as soon as possible within these timescales.
Emergency repairs – within 24 hours
Where there is an immediate risk to your health and safety, or the structural integrity of your property – for example, flooding, total loss of electrical power, total loss of heating and hot water in winter, overflowing drains flooding – we will visit and make your home safe within 24 hours.
In some scenarios we will arrange to attend within 4 hours and make safe as long as access is provided. This will be discussed with you when you log the repair.
Once we have made your home safe, we may need to arrange follow-up works to complete the repair. If this is the case, we will make a new appointment with you, which may take up to 20 working days.
Standard repairs – within 20 days
For less urgent repairs, we aim to visit you and complete the repair within 20 working days.
Sometimes, we may have to carry out an inspection of your home to get a better understanding of the work needed before we come out to carry out the repair.
When you request a standard repair, depending on the nature, we will offer you a morning, afternoon or a full day appointment. You should receive a reminder text the day before the appointment. On the day, we will send you a text with a more accurate arrival time. If we are unable to keep our appointment, we will inform you as soon as possible and agree an alternative date or time.
Equally, if you need to rearrange an appointment, please let your local branch know as soon as possible.
Once the job is complete, we’ll send you a survey to ask you how we did. Please fill this survey in as this helps us to understand what we are doing well and where we need to improve.
Please note, if we arrive to carry out a repair and then find the damage has been caused by you or anyone living in or visiting your home, we will charge you for carrying out the work. Continued damage to your home will not be tolerated and would be considered a breach of tenancy.
Safety
We are legally required to regularly inspect and service the gas appliances in your homes to check they are safe. If gas appliances are, such as ovens, cookers and boilers are not properly maintained, there is a serious risk of fire, explosion, gas leaks and carbon monoxide poisoning. If you smell gas, call 0800 111 999 immediately.
We must also complete an Electrical Installation Condition Report (EICR) every five years as well as other compliance requirements.
We will give you plenty of notice when we need to carry out these checks. You must keep your appointment and allow us to access your home and if necessary, we will take legal action to gain entry if we need to.
Following the introduction of Awaab’s Law in October 2025, which concerns reports of damp and mould, we have certain obligations under the new legislation to inspect your home to assess how severe the situation is.
We’ll arrange an inspection for all reported cases within 10 working days of being reported, if not sooner. We will then write to you explaining what we have found and what we intend to do about it. For more information on Awaab’s Law please visit Awaab’s Law: Guidance for social landlords – Timeframes for repairs in the social rented sector – GOV.UK.
Please click here for our latest guide on managing damp, mould and condensation.
Communal areas
Where we are responsible, we will keep any shared areas outside of your home in good condition.
If you are concerned about the standard of communal areas in your home, please get in touch with us.