Repairs
Reporting a repair
Keeping your home in good condition is shared between us. The quickest way to get something fixed is to know whose job it is first.
R1 · If it is an emergency
An emergency is anything putting your health, safety or security at immediate risk: a gas leak, no water, no power at all, a serious leak, or a door that will not lock. Do not use the form.
Tell a member of your care team, or call us.
We make it safe first. Then we tell you the date the repair will be finished, and whether a contractor or an inspection is needed.
Timescales
Three kinds of repair, and how long each takes
Something that puts your health, safety or security at immediate risk. We make it safe first, then agree with you how it gets put right.
Something that needs putting right but is not dangerous and is not causing serious inconvenience.
Work that is complex or expensive enough to need planning. We will tell you what we are doing and may make a temporary repair while we arrange the rest.
Heating is the one repair that changes category with the season. Between October and March a heating breakdown is an emergency and we attend within 24 hours. Between April and September it is logged as routine and attended within 30 days.
Report a repair
For anything that is not an emergency. Check who fixes what first: a good number of smaller repairs are a tenant’s own responsibility.
R1 · Emergency examples
Attended within 24 hours
- Total loss of electricity, water or gas
- Partial loss of power, such as no lights, or no drinking water
- A serious plumbing or gas leak
- A serious roof leak, or major structural failure
- Your heating breaking down between October and March
- Needing to secure your home after a fire, domestic violence, police activity, or if the property has become empty
- Any other repair that puts you, or anyone around you, in danger
R2 · Routine examples
Completed within 30 days
- Minor plumbing leaks
- A tap that cannot be turned fully off
- Brickwork
- Guttering
- Light pendants and electrical fittings
- Minor carpentry
- Minor fence repairs
- Extractor fans that have stopped working
R3 · Major and planned
Work that needs planning
Some work is complex or expensive enough that it has to be planned rather than just booked. Where that is the case we will talk it through with you and explain what we are doing. Sometimes that means a temporary repair while the longer term work is arranged.
We do it in a way that does not leave a health or safety risk and does not disrupt your life more than it has to. Every year we also run a programme of improvement work across all four buildings.
If we need to get into your home to do the work, we will agree a date with you.
Most communal areas are our responsibility, listed as L5 to L11 under who fixes what. A few shared areas or services may be yours to maintain. Your tenancy agreement is the thing that settles it.
How a routine repair actually goes
- Check whether it is ours or yours. The key lists all twenty of them.
- If it is ours, fill in the form above. Tell us what is wrong and which days suit you.
- In most cases we come back within five working days to confirm an appointment.
- If a contractor is doing the work, we tell you who they are and they contact you to arrange a time.
- Routine repairs are finished within 30 days.