Repairs and maintenance service standard

What you can expect from us:

• We'll make sure you have a variety of ways to report repairs to us easily and quickly.
• When you report a repair, we'll agree an appointment with you at a mutually convenient time. We may use video technology to enable us to correctly diagnose your repair.
• We'll send you reminders about scheduled appointments, and if we can’t complete your repair first time, we will keep you updated with progress and come back with an agreed time that suits you.
• We'll treat any repair as a priority where there is a serious, immediate risk to your health and safety or the security of your home. These will always be carried out before we arrange other repairs.
• We'll let you know what repairs we are responsible for, and those we are not. These will be set out in your tenancy agreement and is also available on the repairs page. When a repair is not our responsibility, we will let you know and ask you to arrange for it to be fixed.
• When we have to carry out a repair in your home, we'll ensure that the work is always completed safely by competent, trained engineers.
• Some larger, more complicated, repairs may need planning and may take longer to complete. These will still be delivered by agreeing a timescale with you, even if it is fitted into our planned maintenance programmes.
• We will send you reminders about scheduled appointments, and if we can’t complete your repair first time we will keep you updated with progress and come back with an agreed time that suits you.
• We will inspect all communal areas and estates once per month removing obstructions and carrying out safety checks.