Repairs: right first time
We will make it easy for you to report a repair. We will decide how urgent it is, offer an appointment that works for you and tell you who is coming. Our tradespeople will show you who they are, explain the work and tell you if they need to return. For an urgent repair, we will remove or control any immediate danger within 24 hours. We will complete high-priority repairs within 5 working days, standard repairs within 21 working days and lower-priority appearance repairs within 60 working days. If we need to return, we will agree the next appointment before we leave.
Serious or unresolved repair concerns
We will take serious or unresolved repair concerns seriously. We will confirm we have received your request within 1 working day, explain what will happen next and agree a visit within 5 working days. After the visit, we will agree a plan for the work within 5 working days.
We will help if you lose heating or hot water. We will look at the risk and your needs, give you safety advice and keep you informed until the service is safely restored. For a gas leak, fumes or carbon monoxide, we will remove or control any immediate danger within 1 hour. For a total loss of service, we will respond within 24 hours, and for a partial loss within 48 hours. Gas emergency help will be available 24 hours a day, every day of the year. If we can not restore your heating or hot water on our first visit we will arrange any follow on appointments with you before we leave and in the most serious cases we will work with ou to provide an alternate accomodation or temporary heating or hot water solutions that allow you to stay in your home until we can fix permenantly.
We will let you report an emergency repair at any time, 24 hours a day and every day of the year. We will assess the risk, give you safety advice and arrange for someone to attend. For a high-priority emergency, we will remove or control any immediate danger within 24 hours. The first visit may only make your home safe, so if more work is needed, we will explain the next step, agree it with you.
We will explain any energy-saving work before it starts, while it is happening and after it is finished, so you know what is being done and how it can help you. We will respond to enquiries within 2 working days, give you at least 14 days' notice before work starts and respond to concerns after the work within 5 working days.