We are committed to providing a high-quality maintenance service and completing repairs within agreed timescales.
Reporting a repair
To report a repair, you can:
- call in to your local office
- phone one of our local offices
- write to us
- speak to a member of staff
Please tell us as soon as possible about a repair that is needed and give us as much information as you can, including details of when you will be at home.
If there is an emergency outside office hours, call the emergency number 0845 606 3030.
If you ask us, we will send you:
- details of the work you have asked to be done
- when it will be done by
- the name of the contractor who will do the work.
Types of repair
We divide repairs into the following three categories:
Category 1 - emergencies which we will deal with within 24 hours. These include problems which are an immediate risk to your safety, security or health, or could lead to serious damage to the property. For example, serious water leaks, fires, or total electrical failure.
Category 2 - urgent repairs which we will deal with within five working days. These include repairs which, if they are not done within five days, may cause a risk to a person's health, safety or welfare, or could cause serious damage to the property. For example, a leaking roof or partial loss of electricity.
Category 3 - routine repairs which we will deal with within 15 working days. These include less serious repairs which do not affect health, safety or welfare, and will not cause any more problems to the property. For example, plasterwork or joinery repairs.