Help & Support

You can find lots of information on our services below, as well as the different help and support that we can provide.

Repair priorities

All of the repairs reported to us are given a priority. Each one is assessed based on how serious it is, the potential damage it could cause and any vulnerabilities that could be impacted.

  • 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

These are repairs that threaten serious harm to people or properties.
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.

  • 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

  • Routine repairs should be completed at a time convenient to both the customer and us
  • For most other repairs, we will agree an appointment date with you when you report the repair.
  • There are some larger or more difficult repairs where we may have to plan the work in a different way. For example, if a repair requires specialist equipment or lots of time, we may plan to do these at a date in the future. Where this happens, we will keep you updated with timescales.

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