Repairs Service Standard

Repairs Service Standards

We know it’s important to provide a reliable repairs service.
Here’s what you can expect from us.

Any repair can be reported between 8.30am and 5pm from Monday to Friday via phone and 24 hours via ChatBot.
Our emergency phone line is always open when the office is closed.
We'll provide you with a choice of morning, afternoon or all-day appointments for routine repairs.
We'll send a text message to confirm your appointment details after you have made it, the night before your appointment and when we’re on our way to you.
You'll be able to see on our website information about our repairs and maintenance services and how we're doing with our performance targets.

We'll respond to emergency repairs within 24 hours – we'll aim to be with you in 4 hours – and ensure your home is safe if we can’t fix it right away.
Repairs are prioritised as follows:
- Emergency – within 24 hours.
- Routine – within 20 working days.
- Planned Major Works – up to 6 months.

We try our best to fix the problem the first time. Sometimes it might be we need to come back, but if that’s the case, we’ll book another appointment.

When they arrive, our repairs team will be wearing a uniform and introduce themselves.

They will:

Show you identification before entering your home.
Be polite, courteous and helpful at all times.
Explain what we will be doing, how long the job will take and keep you updated of progress.
Let you know if a repair cannot be completed straight away.
Leave your home clean and tidy and remove any rubbish.

We’ll sometimes inspect the work after it’s finished to make sure you’re happy and it was done correctly.
Carry out surveys to find out how you found your most recent repair, publishing the results.

Looking for more?

All our service standards can be found on our Service Standards page