Repair service standards

Repair service standards

If there's something that needs fixing in your home, we always want to repair it promptly. However, it's important that you're aware of what repairs we treat as emergencies and what are routine. 

Emergency repairs

24 hours

Emergency repairs are for serious repairs that are either a threat to life and limb or could cause a lot of damage to the property. 

We might not be able to fix the problem on the first visit but we will make it safe.

Urgent repairs

10 working days

Urgent repairs are repairs that need doing soon, but are not an emergency. 

 

Routine repairs

20 working days

Routine repairs are issues that need addressing but aren't urgent.

There may be times where attending in 20 days isn't possible if you're unavailable. In this case, we'll agree a new repair date with you. 

  • A major leak that you can't control.
  • When you've lost all power.
  • If you lose heating / hot water during the winter or have someone vulnerable living in your home.
  • You can't lock your home.
  • Your only bath / shower or toilet is blocked.

To report an emergency repair, please call 01992 453700 option 2

  • A slow dripping tap
  • A faulty plug socket
  • Blown windows
  • Any plastering works

We're sorry about that. Providing a good repair service is very important to us and we want to correct this for you.  

To speak to one of our repair advisors, you can use our live chat or call 01992 453700. 

If you would like to make a complaint, please follow the link here.