Our repairs policy will tell you what repairs we are responsible for carrying out in your home. These will be completed by our own property maintenance team or a contractor acting on our behalf.

You can report a repair online, by email or by calling us.

We will:

• carry out your repairs on a date and time that suits you
• aim to complete your repairs on our first visit, if this is not possible we will attempt to offer a new appointment to you whilst the operative is at your home
• always put you first whilst we carry out your repair, we will explain what we are doing, how long it will take, and ensure that your home is treated with respect
• do a visual inspection of your home whilst carrying out a repair and look for any property safety concerns such as damp and mould

Responsive repairs

For responsive repairs, we will:

• attend emergency repairs within 24 hours (generally the same day)
• complete routine repairs within 20 working days
• complete large, planned repairs within 90 working days (these are non-urgent repairs/capitalised replacements that require planning to be undertaken before the repair is carried out, for example works requiring scaffolding, re-plastering of rooms, new doors and structural repairs
• offer AM, PM or all day appointments and avoid the school run - we may also be able to offer you an appointment in the evening or a Saturday morning

Damp and mould

We will triage all reported damp and mould by using a set of questions. You may be required to supply photos to help us to understand the issue.

We will schedule an appointment with you within 10 days of becoming aware of the issue to investigate and remove the hazard.

Any follow-on works such as decoration or upgrading insulation will be scheduled and completed within 90 working days.

Planned improvements

We will deliver planned improvement works in an agreed timescale with you, to ensure that your home meets the decent homes standard, subject to you allowing access to complete the works.

Where appropriate, we will agree a design and colour choices with you in advance.

Stock condition surveys

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.

Safety checks in your home

We will carry out the following safety checks:

• check your home for damp and mould
• carry out a landlord’s gas safety check annually
• test smoke and carbon monoxide detectors annually
• check for known asbestos annually
• inspect stairlifts and through-floor lifts annually (where installed)
• complete an electrical safety check every 5 years
• inspect open flue chimneys every 5 years

Disabled adaptations

We will complete any requests for minor adaptations within 20 days. This includes things like installing grab rails and lever taps.

Any major adaptations will be completed within 6 months of receiving the recommendation from an occupational therapist. This can include things like installing ramps to your home and fitting level access showers.