Repairs

As a landlord we have important obligations to our customers and your homes, here you will find information about looking after your home. Read more about rights & responsibilities here.  

If you need to report a repair to us please do this as soon as you can.

Repairs Response Times

Emergency

Your emergency will be attended within 24 hours. 

We will prioritise calls based on the nature of the emergency and the vulnerability of the customers living in the household. 

Example: an emergency is any defect that puts the health, safety or security of customers or anyone else at immediate risk. Emergencies also include defects that can affect the structure of the building.  

Urgent repairs will be completed within 5 working days.  

Example: urgent repairs are problems that won’t put customers at risk or damage the property, for example a slow-running blocked sink. We will always do our best to see to your repair sooner rather than later. 

Non-emergency or routine repairs are normally completed within 28 working days.  

We’ll always do our best to see to your repair sooner rather than later. There may be times, such as periods of high demand or severe weather, when it isn’t possible to complete repairs within these timescales. 

If a repair is: 

  • causing damage to your home 
  • getting worse over time  
  • creating discomfort for you or anyone you live with 

please contact us so we can reassess the priority of the work. 

We also understand that some customers may have health conditions, disabilities, or other vulnerabilities that make certain repairs feel more urgent. If this applies to you please let us know. We’re here to support you and will take your personal circumstances into account when prioritising your repair. 

Example: repairing or replacing a broken kitchen drawer would usually be carried out under the ‘routine’ category. 

Major works will be completed within 56 working days. 

Example: for works that will take longer than two working days, we need more time to get all the labour, equipment and materials together. 

We will give you a job number, appointment details, and the name of who will attend to carry out the repair, for example PropertyCare or an external contractor. 

We will keep customers updated on the progress of their repairs including any changes to an agreed appointment. 

Customers are offered an appointment “slot”. These are defined as: 

  • Morning 8am – 12 noon 
  • Afternoon 12 noon – 5pm 
  • Avoid school-run 10am – 2pm 

We will aim to complete a first time fix wherever possible.

Inspections: If we need to inspect before repair work can be completed, then we will make an appointment with you when you report the repair to us. 

Recharges: Please be aware that we may recharge you for work when costs we incur are due to customers actions or behaviour. For example, we may have to carry out repairs to the property because the resident has neglected or caused damage to their home. 

All work prices are based on the National Housing Federation’s Schedule of Rates and are fixed costs. Please bear in mind that we also charge for our time plus VAT and a 15% admin fee. 

Please be aware that if we are called out and the work is no longer required we will still have to charge you for our call-out time.