Home You and your home Rental customers Responding to repairs

Responding to repairs

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.

Urgent 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:

Flood
Loss of power
Loss of heat and hot water
Gas leak

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.

Routine repairs

Our target to complete routine repairs is 28 days.

Examples of routine repairs include:

Repairs to internal doors
Patch plastering walls and ceilings
Repairs to heating controls such as radiator valves and thermostats
Re-fixing loose tiling to floors and walls
Repairs to kitchen units (not involving replacement handles or hinges)
We are experiencing high volumes of repairs and in some cases, we are not meeting our target timescale for repairs categorised as routine.

We have taken steps to improve our service in this area including reorganising teams and introducing specialist teams, so we have a clear focus in priority areas, expanding our working hours to offer early evening appointment slots and working with additional contractors to help us meet demand.

We are making progress on the number of jobs that are currently sitting outside of target and hope for an improved position by autumn.

Complex and major repairs

In order to provide you with an appointment time that we know we are able to commit to, our timeframe for completion of these jobs is within 90 days.

These repairs are those that take a longer time to complete and may need multiple trades people involved.

Example of non-urgent, complex and major works include:

Larger plastering jobs
External pointing or rendering
Internal door replacements
Re-glazing
Vinyl floor replacement
Gutter leaks
Repairs to out-houses
Flat roof renewal
Chimney renewal
Repairs where scaffolding is required
Floor renewal
Large areas of paving
Major fencing works

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.