When you report a repair to us we’ll assess whether it’s an emergency, urgent or routine job. We prioritise emergency repairs.
Emergencies are problems that present immediate risks to your safety, security or health.
Urgent means you can reasonably live with the problem for a short time, though it is likely to get much worse if nothing is done. This includes the loss of an essential facility, for example electricity.
Routine repairs are those that can wait for a reasonable time without causing you serious inconvenience.
Keeping your home in a good condition is a shared responsibility between Home Group and you.
By working together we can ensure your home is maintained to the highest standard possible.
Your rent includes payment towards the cost of most repair and maintenance work, however you also have some responsibilities for keeping your home maintained. This includes being responsible for some minor repairs.
Please note that you are also responsible for repairing anything damaged through wear and tear, misuse or neglect by you, your family or visitors.
If we are called out to carry out repairs that you’re responsible for, these will be charged to you through our chargeable repairs policy. For more information visit our rechargeable repairs page.
More information on rechargeable repairs