What happens when I report a repair?

When you report a repair we promise to:

  • Let you know whether the repair is covered by the tenancy agreement or rechargeable to you
  • Let you know whether a repairs order will be raised immediately or if an inspection is required
  • Offer you an appointment and give you a job reference number for your records
  • Confirm all appointments in writing unless you have specified an alternative contact method; appointments are available in two-hours slots between 8am to 4.30pm Monday to Friday
  • Change any appointment for you as long you give us at least two full working days' notice
  • Keep all appointments - in some cases we may need to change your appointment, and will, with the exception of an emergency, give you at least one full working day's notice.
  • Carry out repairs monitoring surveys after each repair has been completed to ensure satisfaction
  • Ask you to complete a satisfactory form (this may be over the telephone) to ensure you are happy with the work and we will investigate all cases were you tell us that the service is not to the expected standard
  • Keep you informed of any changes or delays to the repair to be execute
  • To always be polite, helpful and treat you and your home with respect and we will clean up after the work has been completed
  • Give you a £10 gift voucher as compensation if an appointment is missed or a repair is completed late. For a late emergency repair, we will give you up to £50.

Repairs during office opening times

We will carry out a range of repairs during normal working hours. Classification of these repairs and examples of the type of repairs under each classification are:

Emergency repairs (attended to within 24 hours)

These will be attended to within two hours with full repair within 24 hours, unless otherwise stated.

So you or another responsible adult must wait there to make sure that we have access to your property. We will make safe the repair and if possible, fix the repair:

  • Stopping water flowing back into your sink, basin, toilet pan or bath
  • Repairing heavy leaks
  • Repairing total loss of electrical power
  • Repairing total loss of mains water supply (unless water authority has cut off the supply)
  • Stopping water leaks from heating system
  • Clearing blocked WC pan or soil stack
  • Clearing blocked drains
  • Toilet not flushing (where there is no other working toilet in the property)
  • Repairing heating (between 1 October and April 30 only).

Urgent repairs (attended to within three calendar days)

  • Clearing blocked sink, bath or basin
  • Loose or detached banister or handrail
  • Repairs which, if not dealt with, would cause a safety risk
  • Repairing electrical supply (if supply not completely lost)
  • Repairing water supply (if supply not completely lost)
  • Repairing a tap that cannot be turned off
  • Repairing room or water heating (between 30 April and 1 October only).

Non-urgent repairs (offer and appointment within seven calendar days)

  • Repairing or replacing a broken, unusable or blocked toilet pan if there is another toilet in the property
  • Repairing a running overflow; Tenants and all repairs that cause concern or nuisance to elderly or disabled tenants, unless they are priority 1 or priority 2 repairs
  • Repairing lighting in common areas
  • Repairing a minor leak, which can be treated by patching, generally after rain has stopped to allow safe access to roof
  • Repairing door entry phones
  • Repairing a mechanical extractor fan in a kitchen or bathroom
  • Clearing blocked grids and gully holes
  • Clearing or repairing blocked or leaking gutters and rainwater pipes
  • Repairing doors and windows (unless the property is not safe)
  • Repairing or replacing glass in doors and windows (with crime number if not shared).

Routine repairs (offer an appointment within 28 calendar days)

  • Clearing blocked grids and gully holes
  • Clearing or repairing blocked or leaking gutters and rainwater pipes
  • Repairing doors and windows (unless the property is not safe)
  • Repairing or replacing glass in doors and windows
  • Repairing plasterwork after other repairs have been done.

Planned repairs (offer and complete within 90 calendar days for planned replacements, structural and roof repairs). Examples of these repairs could include:

  • Repairing plasterwork after other repairs has been done
  • Work done as part of a programme of general building maintenance
  • Other repairs that we must do within special contract times (for example, as set out by a legal notice)
  • Servicing systems (clearing guttering, drainage or clearance).

We also carry out a range of repairs that are within planned repair contracts, such as CCTV. Details of the repair times can be obtained from the RMO office.

To help us deliver a great service, you can help us by:

  • Taking the time to read our information and contact us at any time with queries
  • Letting us know, in your first few months, if we have not met our Lettable Standard
  • Reporting repairs timely.


updated 21/2/2018