Our repairs policy explains which repairs we are responsible for fixing in your home. These repairs will be carried out either by our own maintenance team or by contractors working for us.

You can report a repair online, by email or by calling us on 0800 028 1870.

When we carry out repairs in your home, you can expect us to:

• agree an appointment that works for you
• treat you and your home with respect
• explain what work we are doing and how long it will take
• aim to fix the problem on the first visit
• check for other safety issues, such as damp or mould while we are there

We respond differently depending on the urgency of the repair and will always prioritise emergencies, which will be attended within 24 hours.

Damp and mould

If you report damp or mould, you can expect us to:

• ask you some questions to understand the issue
• arrange a visit to inspect and treat mould where needed
• respond within 24 hours if there is an urgent health or safety risk
• plan and complete any follow-up work within clear timescales

Safety checks and property condition

To keep your home safe, you can expect us to carry out regular checks, including:

• gas and electrical safety inspections
• checks of smoke and carbon monoxide alarms
• inspections for damp, mould and other risks
• regular surveys of your home to plan future improvements

If you live in a high-rise property (over 18 metres tall), we will share core building safety information and a variety of ways for residents to access it.

We will visit your home every 5 years to undertake a detailed inspection. This allows us to plan future investment and ensure that your home remains in good condition.

We will measure our performance and report on the percentage of:

• homes in buildings that have had all the necessary fire risk assessments
• damp and mould emergency works attended within 24 hours
• homes with gas safety check completed
• homes with an in date electrical test
• tenants satisfied with repairs