Our repairs service

If you notice any repair issues within your home, contact us as soon as possible. You can call us on 0300 323 0990 and select option 1.

Our day-to-day reactive repairs service is contracted out to local tradesman in the areas we operate in.

If you have oil or gas heating, you can contact Heatcare Oil and Gas directly to report the issue you are experiencing on 01343 842042.

If you notice a repair is needed at your property, it is very important that you inform us immediately and that you allow our contractors access to your property. When a repair is completed promptly there is less disruption to you and your family and less cost to us. Lower costs keep rents low and give us more funds to upgrade and maintain your home.

Timescales

We aim to have all repairs to our properties completed as quickly as possible, however, the time it takes to complete a repair depends on a range of factors including:

• nature of the repair
• if parts are needed and available
• the weather (for external repairs)
• the availability of access to your property
• the urgency of the repair.

In order to ensure that repairs are prioritised we classify out repairs as emergency, urgent or routine.

With the exception of emergencies, all our repairs are carried out during the working day and the contractor will arrange an appointment with you.

Emergency Call-out Arrangements

If you have an emergency at any time of day or night please call: 0300 323 0990.

The emergency out-of-hours service is provided to deal with emergency repairs outwith our normal office hours.

A repair is classed as an emergency;

• When your home is insecure, for example broken windows or damaged door/door locks.
• Where there is danger to life and limb, for example your home is unsafe after a storm or fire.
• Where repair is necessary to prevent further damage, for example flooding, burst pipes or serious roof leaks.
• Where there is a complete loss of heat or power supply to your home, excluding area wide power cuts.

Emergency repairs

we aim to have a contractor with you within 8 hours of your call if it is deemed an emergency.

Urgent

A repair is classed as urgent where any substantial delay in attending to the repair may result in further damage to the property, for example water penetration causing damage to ceilings or walls.

we aim to have 'urgent' repairs completed within 2 working days of being reported.

Routine

Any repair which does not class as emergency or urgent is classed as routine.

We aim to have routine repairs completed within 10 working days of the repair being reported.