Repairs - Our Promise

Definitions and Timescales

Emergency (24 hours): A repair to remedy any defect which puts the health, safety or security of a tenant or third party at immediate risk, or which affects the structure of the building adversely.

It is recommended that all emergency repairs are made by telephone. Outside office hours, any emergency repairs work will be to 'make safe' only. Any further works after this will be processed in the normal manner at a later date.

Urgent (5 working days): A repair to remedy any defect which affects the comfort of residents and may be causing some deterioration to the fabric of the building.

Routine (20 working days): A repair to remedy any defect which could be deferred without serious discomfort, inconvenience or nuisance to the tenant or third party or the long term deterioration of the building and can wait the next convenient maintenance visit.

Reporting a Repair

You must tell us when a repair is required to your home. We provide a number of convenient ways for you to report a repair.

These are:

Phone: 0808 169 1969 (Emergencies are covered from 5pm-8am Monday to Friday, weekends and Bank Holidays on the same telephone number by our out of hours service)
Email: - these will be responded to within 3 working days

When you contact us to report a repair, we will need to know:

  • Your name, address,postcode and a contact telephone number
  • What the repair is - we have a handbook and online facilities that are available to help you with this
  • Dates you would be available, so we can agree an appointment
  • Any special circumstances we need to be aware of e.g. pets, disability, language etc

Appointment Guarantee

We expect our contractors to arrive at the agreed appointment date and time and carry out the works. We will give the contractor your contact details to help with this.

Appointments can be arranged between Monday and Friday between 8am-6pm, on an am or pm basis. You will be offered a 2 hour time slot if it is a day to day repair with our main contractor. Occasionally for some trades, a Saturday morning may be offered. Please note a two-hour time slot means that our contractor will arrive at your property in that time. It does not mean the work will be completed in that time.

If the contractor does not arrive and has not contacted you, please call them to rearrange as soon as possible. If you have a valid failed appointment, please see compensation section below.

If the contractor cannot gain access they will leave a card informing you to rebook, the repair will be cancelled.

Rechargeable Repairs

There are some repairs that residents are responsible for and you will be informed of this when you contact the repairs team. Where a repair is rechargeable, you will be asked to pay at least 50% of the cost before the repair is carried out and the remaining when the job has been completed. Unless it is a Health and Safety issue where we will attend and invoice afterwards. Most rechargeable repairs may be cheaper for you to arrange yourself with a local company to you.


This may be provided under our Statutory & Discretionary Payment Procedure.

During the winter months i.e.1st November-31st March, our contractors will provide temporary electric heating if we are unable to repair your heating within 24 hours. Estuary Housing Association will provide financial assistance for the use of temporary heaters this is £7 per day, per home (where temporary electric heating is provided) after the first 24 hours. Calculated on a daily basis (per 24 hour period),up to a maximum of £500.

If you have a valid failed appointment, you will receive a £10 shopping voucher for the inconvenience caused. If you have not received this within a week of the failed appointment, please contact us with full details of the order number if available, date and time slot for us to investigate further. We will arrange the voucher for you if necessary

Surveyor Inspections for repairs

There will be occasions when a surveyor will need to attend your home and it is usually for one of the following reasons:

  • To get the full details of the repair required, if a contractor has attended and does not feel it is a minor repair
  • To look at work in progress
  • To check the quality of any works that have been carried out

It is important that you provide access when this is required so we can ensure that throughout the process, any repairs at your home are carried out to the expected standards of the Association.

Giving Feedback

Satisfaction Survey

We will use a company called BMG to carry out a phone call to ensure you are happy with the repair and service you have received. We use this valuable information to see what is working well, and to see where we need to make any necessary improvements.