You can carry out certain minor repairs and maintencence
jobs yourself. Not only does this save time for you and us, it also
means you can avoid potential charges.
For simple step by step instructions and easy-to-follow video
demonstrations, click here.
You can report a repair at any time. Our repairs reporting
service is open 24 hours a day, 365 days a year.
To report a repair you can call our Customer Service
Centre on 0845 111 0000, go along to your local
office, or complete the online form.
Please don’t use the website if you have a health and safety or
urgent repair, call us or go to your local office instead.
Our Service Pledge
- We will tell you when you can expect our contractor
to call. Sometimes we need to send someone to your home to see what
needs to be done. In these cases, we aim to offer an appointment
within five working days.
- We offer appointments for a morning or
afternoon visit. We will always try to make the appointment at a
time that’s convenient for you.
- If we are unable to offer you an appointment
when you first report the repair, our contractor will phone or
leave a card at your home to arrange a more convenient time. If
they do leave a card, please contact them as soon as you can.
- Our contractors will arrive when we say,
respect your home, minimise any inconvenience and clean up when the
work is finished.
How quickly will my repair be
done
- We will put your repair requests into one of
five categories and tell you how quickly you should expect it to be
done.
The categories are:
|
Category
|
Response time
|
Details
|
Examples
|
|
Health and Safety
|
Same day
|
Where there is a serious risk to tenant or
property
|
Serious electrical faults
|
|
Priority
|
Next day
|
Where a 3–5 day wait is too long
|
Heating breakdowns in winter where no other source
of heat is available
|
|
Urgent
|
Within 5 working days
|
We will give you a definite appointment for the
repair to be completed
|
NO hot water
Plumbing or roof leaks, a broken gas fire (if
central heating is working)
|
|
Routine
|
Within 15 working days
|
If required, a pre-inspection will be completed
within 5 working days. We will give you an appointment for the
repair to be completed
|
Minor gutter leaks, adjustments to kitchen doors
|
|
Programmed
|
|
We will group together certain types of non-urgent
jobs and tackle them as part of a programme
|
Replacement kitchens
|