We want your home to be a great place to live. But we rely on you to tell us about repairs that are needed in your home as soon as you notice them.
All repairs should be reported to your housing officer or property management officer (PMO) as soon as possible so they don’t grow into more serious issues. Even if the problem is not affecting you directly – for example a leaking pipe or something broken in the shared area, please report it. The more details you provide (including photos), the more quickly we can arrange for the repair.
What is an emergency repair?
- Only a repair that will threaten the health or safety of our residents or the wider public if it is not carried out immediately, is an emergency.
- Only a repair that will seriously damage the property if it is not carried out immediately is an emergency.
|Examples of emergency repairs|
|A heavy leak in your property where it is not possible to contain the water or it is leaking between floors or properties.|
|An electrical fault in your property which endangers health or life.|
|Complete electrical failure, or electrical failure in a kitchen / bathroom.|
|A fault which means that the only toilet in your property is not functioning.|
|A serious failure of heating or hot water in your property (a 12 hour response time for heating and hot water).|
|Seriouse seqage and drainage problems.|
|Inability to secure your property and cannot pay to secure it yourself (you will be charged for this).|
Please note: The above table contains a limited number of examples and is not an exahustive list
The rest should be considered non-emergency repair.
How long will I have to wait to have a repair caried out?
- We aim to have someone attend your property within 4 hours if you report an emergency repair (12 hours for heating and hot water).
- We aim to complete non-emergency, routine repairs within 20 working days. More complex repairs and small works may take longer than 20 days but you will be consulted and kept informed as to the work and time frames.
Your feedback helps us to monitor contract performance and the quality of our repairs. Here's how we collect feedback about our repairs service:
Homeowners: If you've reported a repair to your PMO you'll be sent a text message once the repair has been completed. You'll be asked to complete a short survey so that we can gauge your satisfaction with the repair.
Tenants: You should get a call from your housing officer when a repair is complete to check that you are satisfied. We also survey a random selection of 200 residents every month about their wider experience of living in one of our properties.