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 emergency repairs within 24 hours
• carry out repairs that are likely to affect your health and safety within the times set out in the Right to Repair scheme, for example a leaking roof
• complete all other routine repairs within 20 days
• offer you a morning or afternoon appointment to visit your home
• complete 99.5% of all emergency repairs on time
• complete 93% of all routine repairs on time
• keep 99.5% of appointments
• ensure that 95% of tenants are satisfied with their repair

When you report an issue, we may need to arrange for a surveyor to visit your home to check what repairs will be needed. We may decide that it is appropriate to delay a routine repair if it can be carried out as part of an improvement programme.

We will measure our performance by reporting on:

• emergency repairs completed on time
• routine repairs completed on time
• appointments kept
• tenants’ satisfaction with their repair