Repair timescales
Repair times and what to expect
How quickly we carry out a repair depends on a few things:
- What the fault is
- The level of inconvenience it is causing you and others in your home
- Your general health and safety
- The risk of further damage to the property being caused
- Your specific needs, including disabilities or other vulnerabilities - we recognise may require a customised support service from our team
To find out more about our repairs service in detail, you can read our to view the Repairs and Maintenance Policy in full. You can find this on our Policies page (this link will open in a new window).
Emergency repairs
We will come to a repair which requires an emergency response in 4 hours. Sometimes, we may only be able to make the area safe at first. If more work is needed, we’ll book another visit to finish the job. We will arrange the new visit with you within 3 working days.
If you need to report an emergency repair, it’s important that you call us on 0344 736 0066.
Our phone lines are open 24 hours a day, seven days a week for emergency repairs.
Routine repairs
A routine repair is something that needs fixing in your home, but it isn’t classed as an emergency. This means the problem isn’t dangerous and it can wait without causing major inconvenience.
We’ll book a time to come and fix it that works for you.
It can take up to 30 working days to carry out and finish routine repairs. However, if we find that bigger work is needed, it may take up to 60 more working days to complete, and this will be categorised as a new job under 'Major works'.
Major works
A job will be classed as 'Major works' when the repair requires extensive further work or replacement of major elements such as doors or windows. This usually means we’ll need to arrange another appointment at a time that works for you.
We’ll likely need to order materials, tools or equipment for these jobs before we can carry out the work. Our target for time for major works is 90 working days.
Missed appointments
If you miss your repairs appointment, it may be cancelled, and you will have three working days to contact us to raise the job again.
If you have reported damp to your home, we will leave a calling card, and ask you to contact us to arrange a new appointment. We will arrange this new appointment within five working days, and we will confirm the appointment in writing.
If you’ve reported damp in your home and you’re not in when we visit, we’ll leave a card and ask you to get in touch to arrange a new appointment as soon as you can.
Pre-inspections
Sometimes, before we can book a repair appointment, we’ll need to carry out a pre-inspection. This helps us make sure we fully understand the problem and arrange the right repair for you.
Why a pre-inspection might be needed
We may need to visit your home first if:
- There are several repairs needed at the same property
- The repair is large or high-value (inside or outside your home)
- We can’t be certain what the issue is when it’s first reported
Who will visit
A pre-inspection will usually be carried out by one of our supervisors, surveyors, or a trusted contractor representative.
What happens next
After the inspection, we’ll let you know within 10 working days:
- Whether the repair can go ahead in line with our policy
- Or, we’ll arrange an appointment with you to complete the work
Did you know...
Some repairs are your responsibility to carry out. Before getting in touch, you can find a full list of your repair responsibilities and ours on the Repairs Responsibilities page.