If you need to report a repair, you can either visit our online customer services area, or contact us using our callconnect or mobileconnect service.

You should always report emergency repairs using the callconnect or mobileconnect service.

The responsibility to make sure your home is maintained in a good state of repair lies with both you as tenant, and us as your landlord. Your main responsibility is to report repairs quickly to avoid further problems arising.

When you report a repair, one of our callconnect team members will help diagnose your repair needs and arrange an appointment. We can arrange the following appointment times:

• Early Bird (Between 8.00am - 10.00am)
• Morning Appointment (Between 8.00am - 12.00pm)
• Daytime appointment (Between 10.00am - 2.00pm)
• Afternoon appointment (between 12.00pm - 5.00pm) 

We will send you a text confirmation of your appointment and a text reminder the night before your appointment.  If you prefer, we will send you a letter instead of a text.

We set time limits for carrying out reported repairs; these are called repair priorities and are set out in the table below:

Emergency repairs:

These are repairs needed to remove serious health and safety risks, restore essential services or make your property secure. We aim to complete these repairs within 24 hours of you reporting them to us.

Examples of these include:

• Complete power failure in your home
• Burst water pipes
• Blocked drains and toilets where sewage can’t escape
• Complete failure of central heating and water heating in winter
• Dangerous structures
• Broken locks, windows or outside doors that make your home vulnerable to burglars
• Offensive or racist graffiti

Please ensure that you know where to turn off your gas, electricity or water supplies in an emergency to prevent or limit any damage.

Urgent repairs:

We aim to do these repairs within three working days of you reporting them to us.

Examples of urgent repairs are:

• Water leaks from pipes, overflows, taps, toilets, radiators or the water cylinder
• Broken toilets, washbasins and sinks
• Faulty heating or hot water system
• Faulty common services such as lighting, warden call, door entry, fire alarm and aerial systems and lifts

 
Routine repairs:

We aim to do these repairs within 15 working days of you reporting them to us.

Examples of routine repairs are:

• Minor repairs to internal joinery such as kitchen units, doors, window-frames and catches, floors, floor tiles, skirting boards and banister rails
• Plastering work
• Extractor fans

 
Non-urgent repairs:

We aim to do these repairs within 30 working days of you reporting them to us.

Examples of non-urgent repairs are:

• Clearing out gutters
• Minor outside repairs to your home, such as paths, yards, fences and boundary walls

If the repair work falls into the ‘non-urgent’ category, we will send you a letter categorizing your repair, and we will provide you with a timescale for resolution. Prior to your repair being carried out, you will be contacted by the person who is going to carry out the repair (via telephone).

Under the Right to Repair scheme, you may be entitled to compensation when we do not complete repairs within target response times.

All of our repairs are subject to Quality Control and all of our Operatives work to a Code of Conduct.

We also provide minor and major adaptations to our properties.  If you have a disability or a long term medical condition, we may be able to help you continue to live independently by adapting your home.