Repair priorities and appointments

Repair priorities and appointments

When you report a repair, we’ll book a convenient appointment with you for one of our specialists or contractors to visit your home. We always carry identification and our contractors will have a letter of authorisation.

Please make sure someone over 18 is at home for the duration of our visit.

Repair priorities

Emergency repairs

To see what’s an emergency repair, please visit our emergency repairs page.

We’ll attend within 4 hours and complete repairs or make the property safe within 24 hours.

Routine repairs

We aim to complete routine repairs within 28 days.

We’ll prioritise the following types of repair:

  • The only toilet in your home isn’t flushing
  • Blocked or slow-draining sinks, basins and baths, dependent on risk
  • Roof leaks where water is coming into the home
  • Rodent entry points dependent on risk
  • Shower or bath not working where it’s the only means to wash
  • Leaks (for flooding see emergency repairs)

You can find more information in our repairs and maintenance standard [PDF]

Major repairs and replacement work

These are bigger jobs that are likely to take longer than 28 days. Often, they involve several different trades-people, ordering specific materials or scaffolding.

We aim to complete major repairs within 90 days.

Examples of major repairs or replacements include:

  • Full replacement of windows, doors, kitchens, bathrooms, roofs, guttering or chimneys
  • Large roofing repairs
  • Extensive repairs to brickwork and render
  • Installing loft insulation or thermal boarding

Find out more in:

Our home standard [PDF]

Our repairs and maintenance standard [PDF]

Appointment times

When you report your repair, please tell us which appointment you’d prefer.

  • Morning appointment: between 8:00am-12:00pm
  • Afternoon appointment: between 12:00pm-4:30pm
  • Avoid school run appointment: between 9:30am-2:00pm
  • Any time: between 8:00am-4:30pm

Avoid times

Let us know if there are times you can’t make, and we’ll try to avoid them.

Call before visit

You can ask us to call you when we’re on our way to your appointment to give you time to get back home.

If you can’t make it

If you (or someone else over 18) can’t be at home when we come, please reschedule your appointment online or contact us and we’ll book another convenient time with you. Remember, it can help reduce waiting times for all our customers when you tell us in advance if you can’t make it.

Clear the area

Before we arrive, please clear any personal items away from the area where we’ll be working.

We’ll be as quick and clean as we can.

Repair responsibilities

Emergency repairs

DIY and making improvements to your home