What's a Repairs Service Standard?
Our Repairs Service Standard explains which repairs we’re responsible for and which repairs are your responsibility as a customer.
We understand that sometimes customers may need extra support. In these situations, we may be able to carry out repairs that would not normally be covered by our standard approach. If you think you need additional help, please get in touch and we’ll be happy to discuss your circumstances with you.
Updates to our repairs service
We regularly review our repairs service to make sure it meets customers' needs. This page always shows our latest repairs service offer. If you're unsure whether a repair is your responsibility or ours, please check this page first.
Our commitment to you
- We will discuss a repair with you and confirm who will cover the cost. We will always appoint appropriately skilled and trained staff or contractors to undertake the work.
- Where anyone’s health and safety maybe at risk or extensive damage to the home is likely we will make sure that the maintenance team attends as soon as possible.
- If the repair is our responsibility, we will arrange an appointment with you to do the work.
- If it is an emergency, we will always give these cases priority.
- If your repair is not an emergency, we will complete your repair as a responsive repair. We will work with you to arrange an appointment and complete your repair in 28 days from the date you reported it to us. If this is not possible, we will keep you fully aware of any next steps and requirements to complete your repair.
Read our Repairs Service Standard for customers, and find out more on how we work in your home.
Please remember that if you plan to make alterations to your home you will need to discuss this with us first as we will agree who will be responsible for the upkeep.