Repairs policy

Last updated - 1 November 2017

The repairs service is one of our most important functions as a landlord. Our aim is to ensure that homes are well maintained.

Read our repairs policy. You can report a repair by visiting our Report a Repair page.

Our responsibilities

Different types of customers can expect a different type of repairs service. Generally, we do not carry out repairs for leaseholders and only carry out repairs to temporary homes where the landlord has agreed to this.

A list of all our responsibilities can be found in the repairs policy. These may change, depending on the tenancy agreement. Examples of our responsibilities are:

  • Windows
  • Fire doors
  • Leaks
  • Electrical wiring
  • Communal repairs (e.g. lifts)

Your responsibilities

Again, different customers will have different responsibilities. All customers are responsible for:

  • Decorating
  • Gardening
  • Toilet seats and bath panels
  • General fixtures and fittings


You will be given an appointment when you report your repair to us and this will be at a time and date convenient for you. The following options are given as arrival times:

  • Morning: Between 8am and 12pm
  • Afternoon: Between 1pm and 5pm

If we are unable to keep an appointment, we will inform you as soon as possible and agree another date with you then.

We also ask that you inform us at the earliest opportunity if you’re not able to keep an appointment.

Some repairs, including communal repairs, may require an inspection visit before the works can be arranged.

We aim to complete repairs on the first visit. Your feedback is used to improve the quality of service and helps us improve our services.

Repairs categories

Emergency repairs

A repair is considered an emergency if there is an immediate danger to life or limb, major damage to the property, flooding, major electrical fault, heating (during October to March only) or hot water failure, or the property is not secure.

Where the repair is life-threatening, we will make safe within four hours. Other emergency repairs will be completed within 24 hours.

Routine repairs

These are classed as non-urgent work where the repair does not cause immediate inconvenience or pose any danger to occupants or the public.

We aim to complete routine repairs within 20 working days, but specialist works may take longer.

Insurance and defects

We are responsible for insuring the properties which we own. Customers, both tenant and leaseholders, are responsible for insuring their own contents.

Works at new build schemes are covered by a defects liability period. These repairs are passed on to the original contractor.


We deal with disrepair claims promptly. Read our Disrepair Policy for further information on how we respond to disrepair claims.

No access

In emergency situations we may have to enter a property without your prior consent. We only consider this as a last resort and when all other means of access have been considered.

We consider the following situations as an emergency:

  • A risk to people
  • Water leaks
  • Gas leaks
  • Electrical problems
  • A genuine and immediate concern for a customer's wellbeing

Read our No Access Policy for full details.


If you require an adaptation, you can contact us to request this. Not all of our customers are eligible for an adaptation, but we can provide advice on how to apply for a grant for those that aren’t.

Read our Adaptation Policy for full details.

Property improvements

If you would like to make an improvement to your property you are likely to need our consent first. We will check your occupancy agreement before making any decision about an improvement. An indicative list of what does and does not require formal consent can be found in the Property Improvements for Tenants and Leaseholders policy.