What to expect, and what we expect from you

Repair priorities and response times

We aim to keep your home safe, secure, and comfortable for you. Here’s how we prioritise repairs based on how urgent they are:

Priority 1 – Emergency hazards 

These are serious issues that pose an immediate risk to your health, safety, or the structure of your home. Examples include:

• Risk of injury or death
• Structural collapse or major damage (e.g. flooding)
• Total loss of power or essential services 
• Severe damp or mould presenting acute health risks

We will respond as quickly as possible and attend within 24 hours.

Priority 2 – Significant hazards and repairs 

These are serious risks, especially if someone in your home is vulnerable, but are not immediately life-threatening. They may also include issues identified during safety inspections. Examples include:

• Repairs needed due to health or vulnerability concerns
• Urgent issues affecting your ability to live safely in your home
• Persistent damp or mould problems that could affect your health

We will attend within 7 working days.

Priority 3 – Routine repairs 

These are repairs that don’t need immediate attention but could become worse over time or could affect your comfort and wellbeing. Examples include:

• Minor leaks
• Broken fixtures or fittings
• Repairs that could affect health or safety if left too long 

We will attend within 28 working days.

Priority 4 – Planned repairs 

These are low-impact issues that cause inconvenience but don’t pose a risk to health or safety. They are often grouped into planned maintenance programmes. Examples include:

• Cosmetic repairs
• Minor wear and tear
• Issues scheduled as part of area-based improvement works

We will attend within 90 working days.

Please note that weekends are not counted as working days.

Find out more about ways to report repairs at Report a repair

 We ask that you:

Take care of your home

• Look after your home and garden, including boundaries and hedges.
• Keep the property and internal decoration in good, well-maintained order.
• Repair any damage you’ve caused.
• Leave the property clean and tidy when your tenancy ends. If not, we may charge for repairs, rubbish clearance, and removal of floor coverings.

Support safe and efficient repairs

• Report repairs as soon as possible and describe the issue clearly. This helps us to respond appropriately and make sure we send the right team to help.
• Provide safe and reasonable access to your home when we come to carry out a repair  
• Let us in when we say we're coming to carry out gas and electricity checks to protect your safety and that of your neighbours.
• Make sure there's credit on your gas and electricity meters when we attend for safety checks.
• Keep appointments, or let us know as early as possible if you need to reschedule.

Create a safe environment for our colleagues

• Don’t smoke while we're working in your home.
• Keep pets, especially dogs, out of the way - even if they’re friendly.
• Make sure a responsible adult (the tenant or someone aged 18 or over) is there when we attend.

Respect the property

• Get written permission before making any improvements or alterations that affect the structure or fixtures and fittings we maintain. If not, we may charge you or ask you to reinstate the property to its original condition.