repairs

All customers are issued with a repairs handbook. The purpose of this book is to provide you with information about our repairs service to customers. It will tell you what we need to know in order to arrange a repair to your home. It also contains instructions on how to do some simple tasks yourself.
 
When you talk to us, please have this book with you. We will have similar books so we can talk through the problem with you.
 
If you haven't got a copy, please contact us on 0300 555 6666.

How do you report a repair?

You can report a repair by telephone or by visiting your local housing office. To report a repair by telephone, call us on:

0300 555 6666

Our offices are open between 9am and 5pm Monday to Friday. Emergency repairs (see categories below) can be reported 24 hours a day using the same telephone number. If your repair is routine, you can also report this online.
 
Information we will need to know when you report your repair:

• your name, address and if possible a telephone number at  which you can be contacted
• as much information about the repair as possible
• arrangements for our repairs team to gain access to your home.

How soon will the repair be completed?

Repairs are prioritised into three categories, each with a target response time:
 
Emergency repairs
These are repairs that present an immediate risk to safety, security or health. We aim to have made safe the repair within three hours and to complete it within 24 hours.
 
Urgent repairs
These are repairs which cause serious inconvenience. We aim to respond to an urgent repair within three working days of you reporting it.
 
Routine repairs
These are day to day repairs which do not cause immediate inconvenience. We aim to respond to a routine repair within one calendar month of you reporting it.

Certain repairs may be held back and carried out with other repairs in the area as part of our general maintenance programme.

Communal areas

Communal areas in High Rise blocks will be inspected on a weekly basis while Low Rise blocks will be inspected once a month.

Our Neighbourhood Impact Officers will record the standard of cleaning internally, external conditions including doors, windows and ground maintenance and report on any problems or issues requiring further action. Click on the link to go to the latest inspection reports.