We aim to provide you with a high quality repairs and maintenance service at all times.


Our service standards state we will:

  • Provide an emergency repairs service 24 hours a day, 365 days a year
  • Complete repairs within the following timescales: - Emergency repair - within 24 hours; all other repairs will have an appointment made wherever possible at the first point of call
  • Tell you what the target timescale is for completing a repair
  • Offer the facility to track your repairs online 
  • Notify you of any changes to the completion of your repair 
  • Specify the repairs that we are responsible for and repairs that you are responsible for 
  • Recharge tenants for repairs that are their responsibility 
  • Complete repairs on a ‘right first time’ basis

We need to prioritise repairs so that we can help the people who have the most disruption first.

Emergency repairs

Emergency repairs are to remove a life-threatening danger or rectify serious damage to the property.

Examples of emergency repairs are:

  • Burst pipes, severe roof leaks or flooding
  • Unsafe electrical fittings or wiring
  • Blocked main drains or blocked soil pipe to the only toilet (not a blocked sink)
  • Complete loss of electrical power or lighting
  • Complete loss of heating, if there is no alternative source
  • Unsecured external doors or windows (unless damaged by you, your family or visitors to your home)
  • Lift failure
  • Failure of warden alarm call system
  • Toilet not flushing (where there is no other working toilet in the property)
  • Offensive or racist graffiti.

You can check the priority status of a repair you've logged by signing up or logging into your tenant account.