Repairs and maintenance

We categorise all repairs into either an Emergency, Urgent or a Routine repair. The nature of your repair will determine the time in which we have to complete the work necessary. 


This is when there is risk or danger to your health and safety or when a repair is needed to prevent serious damage to your home or a neighbour’s home.

Examples of emergency repairs are:

  • Burst pipe
  • No heating / hot water
  • No power to all sockets
  • Sewage back up
  • Gas leak – if you smell gas call Gas Emergency number on 0800 111 999 immediately 

We aim to attend to make safe or fix emergency repairs within 4 hours, and within 24 hours as a maximum timescale.


This is when there is a partial loss of a service to your home that affects your comfort or convenience. If a repair is not carried out it will result in further damage to the property.
The timescale for fixing an urgent repair is 7 calendar days.

Examples of urgent repairs are:

  • Plumbing leak
  • Faulty electric fittings
  • Partial loss of heating
  • Defective WC
  • Defective door entry system


Routine repairs are those that do not interfere with your comfort and convenience, and do not cause further problems to the property.

The timescale for fixing a routine repair is 20 calendar days.

Report a repair

Report a repair here

Repair responsibilities

We are responsible for keeping the structure of our properties in good repair as well as the plumbing, electric and heating systems we provide. You, as our tenant, are also responsible for a number of repairs.

The document below shows a number of repairs and who is responsible for them

Repairs & Responsibilities Download PDF