How we will respond

Emergency

We aim to respond within 4 hours unless we agree a specific time with you or it is outside office hours and can be safely postponed until the next working day for repairs that remove immediate danger to people, avoid flooding or major damage to the property, make the property secure, or restore total loss of heating in winter (1st November - 30 April).  Work will be done to make the situation safe.

Non Emergency

We will complete the repair at a time convenient to you for work where the fault or failure does not cause undue inconvenience or present a danger to occupants or the public.

Programmed Work

Certain repairs will be put together with others so they can be carried out more economically in a programme of work in the same area.  Examples are baths, kitchen units, fences or gutters.

How long will it take ?

If an operative does not attend or keep to a specific morning or afternoon appointment agreed with you, please contact us and we will investigate the matter.
Certain repairs are covered by the Tenants' Right to Repair.

What if it is an emergency?

We treat repairs as emergencies if they are necessary to avoid danger or risk to the health of the occupants, or serious damage to the property.  You can call us about emergencies at any time of day.  However, please be sure that we agree that it is an emergency repair rather than a non emergency repair.  If you call us out and we find the repair is not a genuine emergency we will charge you the emergency call-out fee.

What if I can only be in at certain times ?

When you report a repair, let us know what times of day it is convenient for the work to be done.  Most repair work is carried out during our normal working hours.  Outside normal office hours we will only respond to emergency repairs.

If you find you cannot be in during our normal working hours you should arrange for a friend or neighbour to wait in on your behalf. This should not be anyone under 16 years old.  If you are not in when the operative comes to do a repair at an agreed time, he or she will leave a card asking you to phone us to agree when they will call again.  If you are not in the second time the repair will be cancelled.