Our service standards for repairs

Repairs are an essential part of us helping to maintain your home and keep it a safe, secure, and decent place to live. Our repairs standards let you know how you can report repairs to us, and when you can expect them to be completed.

We will:

  • Offer alternative ways to raise a repair, including phone, email, social media and direct appointment booking through My Account
  • Attend to an emergency repair within 24hrs, an urgent repair within five working days, or offer an appointment for a non-urgent repair, date to be agreed with you
  • Complete any work right first time, if we’re not able to do this, we’ll explain why and arrange to return at a date convenient to you
  • Confirm the work we will be carrying out and how long it should take 
  • Send you a reminder on the day to let you know we are still coming
  • Leave your home in a clean and tidy condition and remove any rubbish

To help us provide the best service, we ask you to:

  • Report repairs as soon as you see them
  • Allow us access to investigate and carry out repairs