Repairs and Maintenance Policy summary
This summary provides an overview of our full Repairs and Maintenance Policy.
Purpose
- Keep homes safe and in good condition
- Provide a clear, fair repairs service for all tenants
- Make it easy for tenants to report repairs
- Ensure repairs are done to a high standard
Key principles
- Right First Time approach to repairs
- Clear responsibilities for landlord and tenant
- Priority for vulnerable tenants
- Safe working and respect for homes
- Continuous improvement through monitoring and review
Objectives
- Fix repairs quickly and properly
- Offer easy ways to report repairs
- Treat tenants with respect and keep them informed
- Follow the law and safety standards
- Improve service using feedback and performance data
Measuring success
- Repairs completed within agreed timescales
- High tenant satisfaction
- Regular performance checks and reports
- Reduced complaints and disrepair claims
- Clear communication throughout the process
Our timescales
- Emergency repairs: Attend within 24 hours
- Routine repairs: Complete within 20 working days
- Major/planned repairs: Complete within 90 working days (Extra priority for vulnerable tenants and winter heating issues)
Report a repair
- Phone: 0800 408 6008 (24/7 for emergencies)
- Online: My Housing Account
- Email: [email protected]
- Text: 0762 480 4167 (start message with "REPAIR")
Repairs tips
Report repairs as soon as you notice a problem
Keep appointments or let us know if you can't
Don't try to fix major repairs yourself
Tell us if you need extra help or support
Use My Housing Account for quick online reporting