We are here to help you keep your home in good condition and we have some key information to help with maintenance and some simple fixes. We can also offer help through our repairs service for customers.
We are here to help you keep your home in good condition and we have some key information to help with maintenance and some simple fixes. We can also offer help through our repairs service for customers.
We’re committed to maintaining homes and communal spaces where we are responsible for their upkeep.
We will:
Repairs are categorised as emergency, essential or routine. You’ll be offered an appointment if the repair is routine. Wherever possible we will confirm the appointment via a text message. Prior to arriving we will aim to confirm arrangements via a text message or telephone call.
All of our repairs contractors sign up to our code of conduct.
These are repairs that present an immediate risk to your safety, security or health. We aim to attend and make things safe within 4 hours.
These are repairs where there is a risk to you or your home if the repair is not dealt with quickly. We aim to attend essential repairs within 24 hours.
These are repairs which do not cause serious inconvenience or risk to you or your home. We aim to complete routine repairs within 28 calendar days.
Major works repairs are defined as large time-intensive pieces of work, that are likely to take longer than 4 hours to complete.
Major works repairs fall outside the timeframe of a routine repair, are complex in nature and therefore require either a specialist contractor and/or a technical lead in diagnosing and managing the works through to completion. We aim to complete major repairs of this nature within 90 days.
Your responsibility for repairs will differ depending on the type of repair needed and the type of account you have with us.
If you are a tenant and rent a property from us, we will fix issues such as a heating breakdown or plumbing issue.
As a tenant you are responsible for some repairs, for example to domestic appliances that you have bought. We also expect you to keep your home in good condition. If we believe that a repair is not due to normal wear and tear, we will charge for the cost of the repair.
If you own, part-own or lease a property from us, please check your agreement for details about your repairs and maintenance responsibilities.
If you lease a flat or maisonette from us, we are responsible for maintaining and repairing the outside of the building and communal spaces in and around shared residential blocks.
Please contact your management agents directly to report communal repairs if we don’t own your freehold or manage your building.
There are two main types of insurance that can cover the costs of damage to your home and items in it:
Contents insurance covers costs for loss of and damage of personal possessions, kitchen appliances, furnishings and other items inside the home.
Buildings insurance covers costs for damage to the property (including the internal structure). If you rent from us or have a lease agreement with us, we will arrange buildings insurance for you. If you have bought the freehold of a property from us, you will be responsible for arranging buildings insurance.
There are some things that you can do to make sure your pipes and drainage stay safe, Below is some handy advice to help you ‘love your pipes’.
Here’s a list of things you should never flush down your toilet or pour down your drains:
Keep your showers, baths and wash basins clear of hair, soap and mineral build-up. This can be done by regularly checking the drains to make sure that they are clear and that water is flowing freely.
Remember most shower clogs are made of hair, which can be loosened and pulled up. If your drain does get blocked, we ask that you try to unclog it yourself before calling us.
It can harden and cause blockages. Instead, pour the fat into a separate container, let it cool and harden and then dispose of properly. Running the hot tap and pouring washing up liquid down the sink won’t prevent fats or oils from blocking your pipes.
If you can’t sort the issue yourself, you may report a repair to us in the usual way, using myAccount.
Chemicals, solvents, engine oil and paint should be taken to your local refuse or recycling site. Medicines, tablets, syringes and needles should be taken to your pharmacist, hospital or health authority for safe disposal.
Why not check out our Short ‘Fix it’ videos for help
As a customer, you might be responsible for carrying out some repairs to your property. Our Fix it films can give you help and advice on how to carry out simple repairs
If you want to know more about home improvements and annual gas servicing, visit the home improvements page for help information.
If you have been contacted by us about planned refurbishments, major repairs or improvements work, or have any questions about this, you can also find more information in the home improvements page.
Please let us know if there's a fault in your home or in a communal area we look after and find out more here.
It’s quick and easy to raise a non-urgent repair using myAccount.
In myAccount, you can fill in the details of your repair and one of our contractors will be in touch to book a repair.
