Repairs and Maintenance Service Standards
We are committed to making sure our tenants’ homes are in a good state of repair and we aim to carry out regular maintenance to make sure the structure of the outside of your home is secure and weatherproof. The quickest and easiest way to report a repair is by registering to use the myHousing app to -
- request non-urgent repairs and book an appointment.
- look up your repair’s history.
- receive updates on existing repairs.
Or you can call us on 01482 300 300 or visit one of our customer service centres.
Different repairs have different priorities. How quickly we will carry out a repair depends on -
- what the fault is
- the scale of the inconvenience it is causing to you and others in your home
- your general health and safety
- the risk of further damage being caused to the property
We may upgrade the priority of a repair depending on personal circumstances, for example if there is risk to your health or welfare.
We will/may
- provide a responsive repairs service 365 days a year, 24 hours a day. Emergency repairs will only involve making you safe – we may require a re-visit to complete repairs.
- ask you to temporarily ‘manage’ the repair – for example contain a leak with a container, do not use until operative arrives
- confirm your repair appointment and keep you updated by -
- text
- post
- always try to keep an appointment and let you know if there is a delay
- make sure our contractors are skilled and use quality materials
- treat your home with respect and tidy up afterwards
- offer choices for styles and colours, where applicable, when carrying out major repairs
- make sure our contractors carry identification details and show these to you
- provide you with a survey so you can tell us how we did
To make sure you are completely satisfied with our service there are things we will never do when working in or around your home.
We will not
- use your electricity, gas, water, toilet, telephone, or any other facilities, unless necessary, and not without your permission
- smoke or use audio equipment such as radios
- park contractor vehicles irresponsibly on grass verges or drive in an unsafe manner
If we do not meet any of these commitments or our work fails to meet your satisfaction, we will handle your complaints efficiently through our complaints process. We have a compensation system in place should any damage be caused whilst carrying out works.
You can help us by
- reporting any repairs as soon as possible
- keeping to appointment times and notifying our contractors of any changes in circumstances as early as possible
- remaining flexible when rearranging appointments
- making sure our contractors can get into your home to carry out repairs
- keeping children and pets away from the areas our contractors are working in
- keeping your home in good order inside and out carrying out small repairs in accordance with your tenancy agreement
- leaving your property free from rubbish and in a clean and tidy condition when you end your tenancy
- providing feedback (good and bad) online through our customer feedback process and by the repair receipt survey (postal and online)
Your responsibilities
- arranging appropriate contents insurance for your belongings
- paying for repairing all damage caused by neglect, carelessness or misuse by you, members of your family or your guests
- asking to see a Council employee’s or contractors’ identity badge
- contacting us to gain permission for any alterations you want to make before starting them