Please report any repair promptly so we can keep your home in good condition.
We aim to carry out repairs quickly and to a high standard. You can help us by giving us as much information as possible when you report the repair.
To report a repair call: 0845 602 7118 on this number you can report any repair 9am-5pm Monday to Friday, you can also use it to report emergency repairs at any time.
Target times
We set target times to respond to repair requests, depending on how urgent the repair is.
Emergency repairs – within 24 hours. This is where there is real danger to safety or major damage to the property
Urgent repairs – within 5 working days. This is where the repair is needed to overcome serious inconvenience to occupants, prevent immediate damage to the property, or remove a potential health or security risk
Routine repairs – within 28 working days. These are repairs that do not cause immediate inconvenience or pose any danger.
Carrying out repairs
Repairs to our homes are carried out by approved independent contractors who agree to follow the code of conduct we’ve set for them.
We expect our contractors to:
- Treat you fairly, consistently and with respect, at all times
- Carry out the work to a good standard and on time
In return, we expect you to be there to let them in, treat them courteously and make sure they’re able to work without undue interference.
If a contractor is not able to gain access to carry out a repair, you may be charged a call-out fee.