Repairs & Maintenance
Types of Repairs
Your safety and well-being at home is our top priority. To ensure we can respond effectively to all repair needs, we’ve established clear guidance for different types of repairs and our commitment to addressing them.
- Emergency repairs
- Urgent repairs
- Routine repairs
- Repairs tenants are responsible for
Emergency Repairs – We’re Here When You Need Us Most
Some repairs just can’t wait. If there’s immediate danger to your health and safety, or your property is at risk of serious damage, we treat it as an emergency. For these repairs, we’ll make your property safe within 24 hours. Emergency work focuses on removing immediate risks. We may arrange a return visit to complete full repairs once the urgent situation is handled. The following are considered emergencies:
- Blocked/overflowing drains
- Serious flooding and leaks
- Loss of water supply
- Complete failure of the electricity supply
- Blocked toilet (if there is only one)
- Lift breakdown
- Unsafe, insecure, or broken external doors or windows (unable to lock or close)
- Anything that may present an immediate risk to life
Urgent repairs
Urgent repairs are issues that significantly impact your comfort, convenience or ability to use essential services in your home. While not immediately dangerous, these repairs require attention to maintain your quality of life. We considered the following urgent repairs:
- No hot water
- No heating
- Blocked sinks, baths, and basins
- Leaking roofs
- Leaking toilets, pipes, and drains
- Faulty front or back doors
- Single lights or sockets are not working
- Any hazard in a communal area
Routine repairs
Routine repairs cover all non-emergency maintenance issues that don’t pose immediate safety risks or cause significant disruption to your daily life. We aim to complete these repairs within 28 days of your report. Examples of routine repairs include:
- Leaking gutters
- Dripping overflows
- Sticking doors and windows
- Slow-draining sinks, baths, and basins
- Works to trees, shrubs, gates, fences and boundary walls (*note some of these may be included as part of a planned works programme)