Repair Timings

How long will it take to get my repair fixed?

We’ve grouped repairs into three groups, and each group has a different waiting time. This helps us fix the most urgent problems first. When you report a repair to us, we’ll tell you which group it’s in and how soon someone will come to check and fix it.

The 3 groups are:

Emergency Repairs

Emergency repairs are those that cause a serious risk to you or your home. Or, if left, may cause immediate damage to your home. Examples of some emergency repairs are burst pipes, gas leaks and loss of power. We’ll attend as soon as possible, within 24 hours to fix emergency repairs.

We always aim to fix the repair first time but there may be times when we need to come back and finish the repair. If this happens, we will make sure everything is safe so that you remain safe and warm in your home.

Routine Repairs

Routine repairs are small problems that might be annoying but aren’t dangerous. Examples of some routine repairs are: broken door or cupboard handle, damaged tiles or dripping tap. We will fix routine repairs for our most vulnerable customers first. Most repairs will be categorised as routine repairs and we’ll complete these, by appointment, within 20 working days.

These are the hours that we work
Monday – Thursday – 8am – 6pm
Friday - 8am- 3.30pm

Within these hours we offer a range of appointment slots for repairs, for example all day, AM only, PM only and avoid school run which is 10am – 2pm.

Unplanned Major Work

Some big or complicated repairs take more time and need special planning. They also need to be planned in with longer timescales. We will complete these repairs within 40 working days. Examples of unplanned major works are: getting new windows and doors.

Reporting a repair: what we’ll do for you:

When you report a repair, we’ll let you know whether it’s an emergency repair or one that can be scheduled in within 20 days.
If it is a routine repair we will offer you a range of appointments and book an appointment to suit you.
Ask the right questions to make sure we understand the issue so that we can send the right team to fix it- we aim to fix repairs first time round.
When we visit your home, we will carry photo ID so you know who we are
We’ll treat your home with respect, trying to keep noise and disruption to a minimum. We’ll also communicate with you in a respectful and fair way
We’ll explain straight away whether we’re responsible for the repair or if you’ll have to pay for it. This depends on your tenancy agreement.