If things break, we aim to fix them right first time.

Fixing small issues quickly can stop them becoming bigger problems, so please deal with them as soon as you spot them. We're also here 24/7 when you have an emergency.

We promise to play our part by carrying out repairs and maintenance that we are responsible for. Please play your part by looking after your home and carrying out repairs that you are responsible for. See who is responsible for what here and find out how to report a repair here.

If you have a disability, or additional needs which mean you need support carrying out repairs that you are responsible for, please contact us – we’re here to help.

Our commitment to you

We invest

£ 9 m

Every year we invest around £9 million keeping homes safe and well maintained

Decent Homes Standard

100 %

100% of our homes meet Decent Homes Standard

Gas certificate

100 %

100% homes who need it have an up-to-date gas certificate

Here’s what you can expect from our repairs service

Emergency repairs will be dealt with within 24 hours.
Routine repairs will be done in 28 days, with the exception of plastering, fencing, roofing and component upgrades which will be completed within 60 days.
We will offer a choice of appointments.
A property inspector will visit if it's a complicated job.

This is so we can plan the best way to fix it. Once they have been, we will book an appointment to complete the work.
Roofing jobs will be bigger jobs

We will send an inspector before the work starts and scaffolding may need to be erected, so roofing repairs may take longer than 60 days.
We will ask you how we did.

Once your repair is completed, we will send you a survey to find out how we did. If you're unhappy, we will contact you to resolve this. Listening and learning from you helps us to improve.

Repair Schedules

We always aim to meet our repairs target and schedule, but there may be times when we are required to change your appointment at short notice. Adverse weather conditions such as high winds, heavy rain, extreme heat, snow, ice, and flooding can affect our ability to safely access your property or carry out certain repairs.

During periods of adverse weather, the following types of work may be impacted:

Roofing, guttering, and loft repairs.
Repairs at height.
External work like fencing, gates, paving, painting, rendering, and external lighting.
Repairs to external windows and doors.
Communal TV aerial repairs.

*Please note, this is not an exclusive list, and other work may be impacted.

Additionally, during very cold weather, frozen pipes and other weather-related issues may increase demand for repairs, which could also impact our ability to reach your property safely. To help you avoid issues during winter, please see our guidance on managing your heating in the winter and to stop frozen pipes, here.

Should we have to change your appointment at short notice, we will call you and look to arrange another appointment at a suitable time. If you cannot make an appointment and need to reschedule, please call us on 0300 561 1111, so we can rearrange your appointment to a more convenient time.

DIY repairs

Fixing small issues around your home will stop them becoming bigger problems. Here’s some easy-to-follow videos to help you take care of some common problems around your home. If you have a disability or additional needs which mean you need support carrying out repairs that you are responsible for, please contact us – we’re here to help.