We are currently receiving high demand for our repairs service, so we have made some changes to how we deliver the service in light of some of the challenges we are facing.
One of the challenges is linked to the national shortage of materials needed to complete some repairs, for this reason, we are extending the completion times for some repairs.
We will continue to prioritise emergency and urgent repairs, those that could impact on your safety or that of your home. We aim to respond to emergencies within 4 hours to make safe. If the repair is not able to be completed at that point, we would make an arrangement to return to complete the repair.
Examples of emergency and urgent repairs include:
This is not an exhaustive list, so if you feel you have an emergency or urgent repair, please get in touch so that we can assess it and get you the help you need as quickly as possible.
There are no changes to our current response times for these repairs and they can be carried out within our normal timescales and at the moment, are not affected by availability of materials.
If you have a routine repair, we would expect to complete this within 28 days.
Examples of routine repairs include:
In order to provide you with an appointment time that we know we are able to commit to, we are extending the timeframe for completion of these jobs to within 90 days.
These repairs are those that take a longer time to complete, may need multiple trades people involved and where we are experiencing shortages in availability of materials.
Example of non-urgent, complex and major works include:
We know how important our repairs service is to you so we will continually review our current response times and keep you updated of any further changes. Where we can reduce them, we will.
If you report a repair, we will inform you, at the point of issuing an appointment, how we have categorised your repair so that you can be clear on the maximum length of time it will take us to complete. You can report a repair here.
We are also taking some additional measures to ease some of the pressures including increasing our supplier base so that we can place multiple orders and can benefit from shorter ordering times where possible and speaking to partners to see if there are opportunities to share materials in between deliveries.
