- Burst pipes, severe roof leaks or flooding
- Fires in your home
- Unsafe electrical fittings or wiring
- Blocked main drains or blocked soil pipe to the only toilet (not a blocked sink)
- Complete loss of electrical power or lighting
- Complete loss of heating, if there is no alternative source
- Unsecured external doors or windows (unless damaged by you, your family or visitors to your home)
- Lift failure
- Failure of warden alarm call system
- Offensive or racist graffiti.
We provide high-quality repairs and maintenance services to keep your property safe and in good condition.
It is quick and easy to report a non-emergency repair online or you can report it via live chat, phone or in person during working hours.
Our promise
We will:
- Provide an emergency repairs service 24 hours a day, 365 days a year
- Complete emergency repairs within 24 hours
- Complete non-emergency repairs within 28 days - we will always schedule your repair order to the most convenient first available appointment at the first point of call
- Tell you what the target timescale is for completing a repair
- Offer the facility to track your repairs online
- Notify you of any changes to the completion of your repair
- Specify the repairs that we are responsible for and the repairs that you are responsible for
- Recharge tenants for repairs that are their responsibility
- Complete repairs on a ‘right-first-time’ basis
We need to prioritise repairs so that we can help the people who have the most disruption first.
How we prioritise repairs
Emergency repairs are to remove a life-threatening danger or rectify severe damage to the property. We need to prioritise repairs so that we can help the people who have the most disruption first.
|
|
Emergency |
Non-emergency |
|
What |
Issue that creates a risk of life-threatening danger or serious damage to the property. |
General joinery and plumbing work. Minor problems with fixtures, fittings and other non-urgent internal and external repairs. |
|
What we aim for |
Repair completed the same day or the next day. 24/7 service as needed. |
Repair completed within 28 days in standard working hours. |
|
How we are doing (1 April 2022 – 31 March 2023) |
90.8% of repairs completed within priority timescales. |
98.4% of routine repairs given an appointment. |
Repairs responsibilities
We have a legal responsibility to keep your home in good repair, but some things are your responsibility to fix.
The information below should give you a quick guide to what we repair.
|
Responsibility |
|||
|
Type of repair |
Ours |
Yours |
Exceptions |
|
Electrical repairs |
✓ |
|
We are not responsible for replacing plugs, fuses, doorbells and the meter from your supplier |
|
Gas |
✓ |
|
We are not responsible for the meter from your supplier |
|
Heating systems |
✓ |
|
|
|
Door locks (external) |
✓ |
|
|
|
Door locks (internal) |
|
✓ |
|
|
Infestations and pests |
|
✓ |
Except for insects and vermin in a communal area |
|
Garden maintenance (including dustbins and refuse areas) |
✓ |
✓ |
|
|
Replacement of broken glass in windows and doors (due to accident or vandalism) |
✓ |
|
If the breakage is due to vandalism, we need a crime reference number to book the repair |
Repairs you will have to pay for
You will be charged for the repair if the following circumstances apply (although this list is not exhaustive):
- If it has to be carried out because of your misuse or neglect, this includes damage caused by people living with you or visitors to your home
- If you tell us the repair is an emergency repair and it is not
- If you do not provide access to the out-of-hours operative or inspector
- If you accept responsibility and require the work to be done
- If you need to repair internal door locks, infestations, garden maintenance, or broken glass in windows and doors.
We will not accept responsibility for paying the bill if you instruct a contractor to carry out work.
Repairs you will have to pay for
You will be charged for the repair if the following circumstances apply (although this list is not exhaustive):
- If it has to be carried out because of your misuse or neglect; this includes damage caused by people living with you or visitors to your home
- If you tell us the repair is an emergency repair and it is not
- If you do not provide access to the out-of-hours operative or inspector for an emergency repair.
We will not accept responsibility for paying the bill if you instruct a contractor to carry out work.
We know pests can be a nuisance, damage your home and can affect your health. However, we are only responsible for pest control in communal areas. Your local council usually offers services to remove pests like wasps, rats, mice and bedbugs.
Shared ownership properties - What would be classed as an eligible internal home repair?
See below for a list of eligible repairs
Bathroom
Toilet
- Cistern constantly flowing
- Cistern needs to be re-fixed to the wall
- Cistern not filling with water
- Cistern not flushing
- Cistern cracked
- Cistern overflowing
- Toilet bowl is cracked
- Toilet bowl is cracked and leaking
- Toilet needs to be re-fixed to the floor
- Push button or handle broken
Bath
- Pipes are leaking
- Tap is broken
- Tap s dripping
- Tap is loose
- Plughole grill is broken
Wash hand basin
- Fixing to the wall is loose or broken
- Pipe is leaking
- Plughole is cracked
- Tap is leaking
- Hand basin is cracked
Shower
- Water is leaking out of the shower
- Shower screen is broken
- Shower tray is cracked or broken
- Plughole grill is broken
- No cold water
- No hot water
- No water at all
Kitchen
Sink unit
- Sink unit broken or damaged
Taps and waste pipes
- Tap is faulty
- Sink waste pipe or tap is leaking
- Tap is loose
- Plughole grill is broken
Electric
- Socket or switch is not working
- Socket or switch is broken or loose
- No power in socket or switch
Lighting
- Faulty light attached to my home
- Light fitting is loose
- Light fitting is broken
- Pull cord is broken or loose
Heating
Gas boiler
- Boiler is loose on the wall
- Boiler is faulty
- Gas or water pipework to the boiler is leaking
- Gas or water pipework to the boiler is loose
Electric heating
- Electric heater is loose
- Electric heater is faulty or not working
Heating controls
- Room thermostat, programmer or timer, faulty
- Room thermostat, programmer or timer, broken
Radiators
- Radiator is loose
- Radiator is leaking
- Radiator valve is leaking or faulty
Pipework
- Supply pipe or wastewater pipe is leaking or burst
Can't find what you're looking for?
Get help from our friendly Customer Contact Team.