We’ll always aim to complete your repair as quickly as we can.
Our repairs response times
Emergency repairs are problems that put health, safety or security at
immediate risk, or could cause serious damage to your home or the
building.
We aim to make these safe within 24 hours.
- Examples include:
- Loss of gas supply
- Total loss of cold water
- Blocked or leaking main drains or soil pipes
- Dangerous structures such as collapsing walls or ceilings
- Doors or windows that cannot be secured
Emergency repairs must be reported by phone.Call us on 0300 111 1000.
These repairs are not immediately dangerous but could cause damage or disruption if left.
We aim to complete these within 28
working days.
Examples include:
- Plumbing leaks
- Blocked sinks or gullies
- Partial loss of electricity or water
- Loose or detached banisters or handrails
Planned repairs or maintenance work are scheduled in advance.
We aim to complete these within 60 working days.
Examples include:
- Internal joinery such as cupboards, shelving or skirting boards
- Gutter and rainwater pipe repairs
- Fencing repairs
If a repair needs technical advice, we’ll book an inspection first.
During busy periods
If we receive a high number of emergency repairs, you may experience delays.
We’ll keep you updated and give you the earliest available appointment.
Appointments
We’ll usually offer you an appointment when you report the repair.
Appointment options include:
- Full day: 8.30am–4.30pm (Mon–Thu) and 8.30am–4pm (Fri)
- School run: 10am–2pm (Mon–Fri)
- Afternoon: 12pm–4.30pm (Mon–Thu) and 12pm–4pm (Fri)
- Morning: 8.30am–12.30pm (high demand, limited availability)
Morning appointments are in high demand. Choosing another option
may mean your repair is completed sooner.
If we need to change your appointment because of emergency demand, we’ll let you know straight away.
Access to your home
Someone aged 18 or over must be at home when we arrive. Please keep to the appointment time so we can carry out the repair as planned.
We sometimes use approved contractors to carry out repairs. All our colleagues and contractors carry identification. Please ask to see ID before allowing anyone into your home.