We know we don't always get it right when it comes to repairs, so we've listened to your feedback and we’ve been working hard to improve our service for our customers. You may notice some differences when you raise a repair with us, including:
- A quicker, easier system booking system
- Better diagnosis of repairs when they’re reported, so we understand what’s happening from the start and send the right person to fix it, first time
- Training our people to give them more specialist, technical knowledge, to enable them to find the solution to complex issues
- Working more closely with our contractors to make sure repairs are done to the right standard
- Where major repairs have been done, carrying out inspections afterwards to make sure the issue is fully resolved
There’s more to do and we’ll continue to work on improving our repairs service, so keep telling us how we’re doing – every piece of customer feedback is a chance for us to learn and improve.
What you can expect from us when you raise a repair
When something goes wrong in your home, you want to know is how soon it can be fixed. Here’s what you can expect from us:
- Emergency repair (within 4 or 24 hours, depending on the type of repair) – any repair that’s needed to protect your immediate health, safety or security, or to keep the structure of a building safe. For example, an uncontainable leak in your home.
- Routine repair (within 28 calendar days) – any routine repair that’s not an emergency. For example, replacement of cracked tiles in your bathroom.
- Major repair (within 90 calendar days) – any repair that will take longer than four hours to complete, needs several different types of trades, a specialist contractor or needs scaffolding. For example, fitting new windows in your home.
When a routine or major repair is raised and we already have planned improvement works scheduled, we may complete the repair as part of the planned works. This means you might have to wait longer for it to be completed but, if the repair poses a risk to your safety, we’ll carry out a temporary make-safe repair in the meantime.
You can find out more about our repairs service and how to raise a repair here.
