About our repairs service and reporting a repair.

Our repairs service

Our repairs service is here to carry out essential repairs to your property. We have a team of operatives who cover emergencies, gas and electric jobs, roofing, plumbing and other building repairs.

If you need to contact us, please click here to see our opening times and contact details. We'll give you an appointment slot for many of the jobs we do, so please let us know if you can't make it.

What if I don’t want to pay you to carry out a repair?

You can carry out chargeable repairs at your own expense with a different repairs person. If you do this you need to make sure they are able to do the work to a high standard, have the right qualifications and are insured. If we need to put their work right we will charge you for this.

Our repairs policy

Our repairs policy document contains information on these points:

Which repairs are our responsibility and which are the tenant’s responsibility.
How we prioritise repairs.
What happens if there are special reasons we should prioritise a repair
Which repairs might be dealt with by our planned programme
Our out of hours service
Rechargeable repairs

Revised repairs policy

Revised Repairs Policy from Friday 20 March 2020

You can download our most recent full repairs policy document below:

Repairs policy [pdf] 140KB

We’ve reviewed and updated our repairs policy, considering feedback from tenants and ensuring we comply with new legislation under the Homes (Fitness for Human Habitation) Act 2018.

Click here for further reading on the consultation and tenants’ views in Tap4 issue 3.

The policy changes that we’ve made will provide a better repairs service offer to tenants and help us to deliver quality affordable homes for all.

The key changes include us now:

replacing all failed double glazing (changed from living rooms only);
completing all emergency repairs within 2 or 24 hours (removing 12 hour and 3 day targets);
repairing or replacing kitchen and bathroom doors;
changing bulbs in kitchens and bathrooms;
replacing broken fluorescent lights with LEDs;
in void properties; completing refurbishment works before new tenants move in, installing extractor fans, and installing cloakroom basin units in downstairs bathrooms where space is available;
and the policy document itself is also more comprehensive in its scope and reworded for clarity.

The Homes (Fitness for Human Habitation) Act 2018 should result in better living standards across the social and private rented sector and give tenants more power to hold their landlord accountable when falling short of their responsibilities.