Repairs to my home 

We’re committed to maintaining homes and communal spaces where we are responsible for their upkeep.

We will:

• keep the exterior (including the roof, walls, doors, windows, paths) and interior (including ceilings, doors, floors) of the building in good repair;
• make sure supplies for gas, water and electricity are in good working order;
• maintain kitchen and bathroom equipment and drainage;
• and maintain shared areas like entrances and stairways.

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.

Emergency

These are repairs that present an immediate risk to safety, security or health. We aim to attend within four hours and complete within 24 hours.

Examples of issues that would be treated as emergency repairs include boarding up for security, gas leaks, gas supply failure, burst to or loss of water supply, total loss of electricity supply.

Essential

These are repairs where there is a risk to the customer or property if the repair is not dealt with quickly. We aim to complete these within 24 hours.

Examples of issues that would be treated as essential repairs include partial loss of power, partial loss of water supply, total or partial loss of heating or hot water (1 November to 30 April), significant uncontainable leaks from water or heating pipes, water storage tank or cistern.

Routine

These are repairs which do not cause serious inconvenience. We aim to complete these repairs within 90 calendar days.

Examples of issues that would be treated as a routine repair include total or partial loss of heating or hot water (1 May to 31 October), minor plumbing leaks, tap which cannot be fully turned off, brickwork, guttering repairs.

Sometimes we’ll need to inspect your home before the work can be booked; in these cases, your local surveyor will contact you to arrange to visit.

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.

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.

Keep your drains clear

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:

• Fat and oil
• Wet wipes (including baby wipes, toilet wipes and make-up removal wipes)
• Nappies
• Sanitary towels and tampons
• Cotton buds
• Kitchen roll
• Food waste
• Condoms
• Dental floss
• Plasters and bandages
• Tights and other clothing
• Incontinence products
• Plastic toilet cleaner holders.

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.

Don’t pour cooking fat down the sink

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.

Dispose of hazardous waste safely

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.

We are completing around 2,000 repair jobs a week however, some non-emergency repairs are currently taking longer than usual to complete. There are a number of different reasons for this:

• Labour shortages, due to Covid
• A shortage of some materials
• A higher number of repairs being reported

We understand waiting for a repair may be frustrating, and we want you to know we are working hard to resolve the situation. Thank you for your patience and understanding.

Emergency repairs are not affected and will be responded to within 24 hours.