Contractor repairs
We're committed to improving our wait times for our repairs, so when you raise a repair, we may send it to one of our contractors.
As well as using specialist contractors, any routine repairs raised under the trades listed below will be allocated to one of our trusted contractors:
- Plumbing
- Carpentry
- Bricklaying
- Plastering
- Flooring
- Tiling
- Roofing
Your repair will be sent to one of the following contractors:
- Leaves Building and Maintenance
- Elite South
- D R Jones Building Group
- DCL Property Services
- Cade
If you’re contacted by any of these companies, or they arrive to carry out the work, please be assured they’re genuine and attending on our behalf.
Our contractors will be in touch within 3 working days to book your appointment.
If you haven’t heard from them by then, please get in touch with us and we’ll look into it right away.
All of the repairs reported to us are given a priority.
Routine repairs in your home should be completed within 28 days of being reported.
- For most repairs we’ll agree an appointment with you when you report the repair, sometimes the first appointment is to inspect what needs doing. If the appointment is with a specialist contractor, we may ask them to contact you to find a suitable time to visit
- Repairs that are more complex and aren’t a routine repair, may take longer and we’ll keep you updated. These could be jobs where specialist equipment or an inspection is needed, materials need to be ordered or multiple visits from different trades are needed
- These are repairs that could cause harm to health and safety if the repair gets worse or is not looked at promptly. In certain cases, we may attend sooner if a household member is vulnerable
- Urgent repairs should be completed within 7 calendar days
This includes (this list is not exhaustive):
- No hot water or/and heating (if emergency criteria are not met). We may provide emergency heaters if the heating won’t be working for an extended period of time
- Partial loss of hot water (where the heating is still working). If you or a household member has a medical need to bathe frequently and this is not possible, this may be upgraded to an emergency
- Partial loss of heating if you or a household member is vulnerable or where it is having a significant welfare impact. If you don’t have vulnerabilities, partial loss of heating is a routine repair
- Partial loss of water supply as long as there are no problems with the local suppliers
- Removal of offensive graffiti
- Rotten timber flooring or stair tread
- Blocked drain outside of dwelling (blocked sinks are tenant’s own responsibility)
- Door entry system
- Communal TV aerials
- Partial communal lighting repairs
- These are repairs that threaten serious harm to people or properties
- If you have an emergency, please call us on 0800 652 0898 so we can get this raised with you. You can find out more about our out of hours repairs service here
- Emergency repairs should be completed within 24 hours - we may not always be able to complete the works, but we will 'make safe'
- Sometimes we may only be able to make safe within the 24-hour time period. Where we attend an emergency and you aren't home, or if we decide it is not an emergency, you may be charged a call out fee
This includes (this list is not exhaustive):
- No heating or hot water between 1 October and 31 March where a member of the household has a vulnerability that is severely impacted by not having these services
- Where a home is insecure due to a damaged dwelling door or ground floor window (communal doors that are insecure will be raised on an urgent)
- A severe leak or burst pipe that cannot be contained
- A leak that is affecting the electrics
- An unsafe electrical fitting that is sparking or smoking, or bare wiring
- Leaking roof or unsafe structure
- Losing your entire supply of electricity, water or gas, where we have checked there are no issues with the local supplier
- Leak of sewerage
- Complete failure of communal lighting
- Lift outages are attended in 4 hours. Where someone is stuck in the lift, we will attend within 1 hour
