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Out of Hours Emergency Repairs: 0800 389 8699 

Repairs & Maintenance

Repairs we are responsible for

We are responsible for repairing and maintaining the following parts of your home:

  • The structure and outside parts of the property
  • Fixtures and fittings we have installed
  • All water and gas pipes, wiring and heating systems
  • Shared areas

This means we are responsible for carrying out repairs to the following:

  • Central heating systems, including radiators and flues
  • Gas fittings, such as fires and boilers
  • Electrical fittings, such as fires, showers, light sockets and switches
  • Hard-wired smoke alarms
  • Extractor fans
  • Plumbing fittings, such as baths, cisterns and taps
  • Plastering, where cracks are more than 5mm long
  • Locks and keys because of theft or a break-in, and you have a crime number to give us (not if keys are stolen outside your home)
  • Waste pipes, drains and overflows
  • Roofs, chimneys and guttering
  • Outside doors and walls
  • Windows and frames
  • Paths provided by us
  • Garages

How quickly will repairs be done:

It is important to us that repairs are done quickly and to a high standard. We aim to fix things the first time we visit; to the quality you expect and at the time we say we’re going to call.

Occasionally there are times, such as when there is extremely bad weather or contractors are exceptionally busy, when we cannot carry out repairs as quickly as we would like.

We prioritise repairs into three categories based on how urgent they are. When you report a repair to us, we will tell you what category we have put it in. We measure response times from the date you report the repair to us.

  1. Emergency Priority - 24 hour response
  2. Urgent Priority - 7 day response
  3. Routine Priority - 28 day response

1. Emergency priority – 24 hour response

These are repairs where a delay in fixing them is likely to cause a serious health or safety risk to you or your home. We will quickly make the problem safe and restore essential services within 24 hours. We will carry out a permanent repair during normal working hours.

Emergency repairs include:
  • blocked flue, main drain, soil pipe or toilet pan;
  • breakdown of lift;
  • burst water main;
  • emergency alarm system failure;
  • fire damage;
  • flooding;
  • gas leak;
  • unsecure outside window, door or lock;
  • loss of gas, electricity or water supply;
  • no heating and no hot water (in winter only);
  • severe storm damage; or
  • unsafe structures or electrical fittings.

2. Urgent priority – 7 day response

These are repairs which significantly cause you inconvenience or loss of comfort. We aim to respond to these within five days.

Urgent repairs include:
  • leaking roof;
  • loose or detached banister or hand rail;
  • minor electrical faults;
  • no heating;
  • no hot water;
  • severe dampness;
  • some loss of electrical power;
  • some loss of water supply; or
  • a tap that will not turn off.

3. Routine priority – 28 day response

These are day-to-day repairs, which do not cause serious inconvenience and can wait a short time before being dealt with.

Routine repairs include fixing:
  • doors, window and floors;
  • faulty extractor fans, communal TV aerials or overflows;
  • gutters needing cleaning;
  • kitchen fittings;
  • plaster work;
  • roof slates and tiles; or
  • wall, fences and paths.