Repairs - Our Promise

Definitions and Timescales

Residents should be aware that we are not always able to respond on our usual timescale during the ongoing Coronavirus pandemic and hope you will bear with us.

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 repair reports 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.

At Residents' Convenience (30 working days):

Defined as any other repairs, required to remedy any defect which affects the comfort of residents and may be causing some deterioration to the fabric of the building, or 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 for the next convenient maintenance visit.

Reporting a Repair

You must tell us when a repair is required to your home.

You are able to report repairs by:

Phone: 0808 169 1969 - our dedicated repairs number for all repairs, including emergencies, available 24 hours a day
0300 304 5000, option 1. Emergencies are also covered on this line when our offices are closed, usually from 5pm-8am Monday to Friday, weekends and Bank Holidays, 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
  • 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, offering half day slots, or whole day slots for larger works. Occasionally for some trades, a Saturday morning may be offered. Please note the appointment means that our contractor will arrive at your property in that time. The work may not all be completed within that time slot, especially if further works are required.

If the contractor does not arrive and has not contacted you, please call Axis direct on 0808 169 1969 to rearrange as soon as possible. If you have a valid failed appointment, you may be eligible for compensation, details for which are below.

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


Rechargeable Repairs

There are some repairs that residents are responsible for; you will be informed when you contact the repairs team if this is the case. 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. The exception to this is where a health and safety issue has been identified. In this case, we will attend and invoice afterwards. Most rechargeable repairs may be cheaper for you to arrange yourself with a company local to you.



This may be provided under our Statutory and Discretionary Payments Policy and is subject to the rent account being in credit with no outstanding recharges. If any are outstanding, any payment will be used to pay these.

During the winter months, which are from 1st November until 31st March, our contractors will provide temporary electric heating if we are unable to repair your heating within 24 hours. Where temporary electric heating is provided, we will provide financial assistance for the use of the heaters at a rate of £7 per day, per home after the first 24 hours and up to a maximum of £500.


Missed Appointments - Axis/Axis Gas

If you have a valid failed appointment, you will receive a £10 shopping voucher for the inconvenience caused. This will automatically be sent by Axis within 28 days of your appointment. Repairs - missed appointments.


Missed Appointments – Mechanical and Engineering or Planned Works

If you have a valid failed appointment by one of our specialist contractors or planned works, you may receive a £10 shopping voucher from Estuary Housing Association for the inconvenience caused. This would be once it has been confirmed that the appointment is missed.

Please contact us on 0300 304 5000 with the date of the failed appointment and contractor name - this will not be Axis, unless planned kitchen or bathroom works.


Surveyor Inspections for Repairs

There will be occasions when a surveyor will need to attend your home. If this is the case, it will usually be 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 you provide access when required. This is so we can ensure that throughout the process any repairs at your home are carried out to our expected standards.


Giving Feedback

Satisfaction Survey

We use a company called TLF Research to carry out a short telephone survey 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 improvements. TLF make calls during the day and into the early evening. By doing this, they get feedback from anyone who is not available during the day. They will not call later than 8.30pm.