Your home should be in good order when you move in. If you do need to ask us to carry out a repair, please contact your local branch.
South London and Kent
North & East London and Essex
Devon and Cornwall
EMERGENCY REPAIRS: If you have an issue that poses a risk to life or the structure of your home, please report this to us over the phone so we can assess the situation quickly and get you the help you need. (Emergency repairs include things like gas leaks, serious water leaks or flooding)
Looking after your home
There are lots of minor repairs that are actually quite easy to do yourself, if you know how. Click here to see our guides on how to carry out simple repairs and maintenance jobs in your home.
When will your repair be carried out?
When you report a repair, your job will be prioritised in accordance with set criteria. We have different timescales for completing repairs, depending on the priority and the nature of the work, although we aim to complete all repairs as soon as possible within these timescales.
Emergency repairs – within 24 hours
Where there is an immediate risk to your health and safety, or the structural integrity of your property – for example, flooding, total loss of electrical power, total loss of heating and hot water in winter, overflowing drains flooding – we will visit and make your home safe within 24 hours.
In some scenarios we will arrange to attend within 4 hours and make safe as long as access is provided. This will be discussed with you when you log the repair.
Once we have made your home safe, we may need to arrange follow-up works to complete the repair. If this is the case, we will make a new appointment with you, which may take up to 20 days.
Standard repairs – within 20 days
For less urgent repairs, we aim to visit you and complete the repair within 20 days.
Sometimes, we may have to carry out an inspection of your home to get a better understanding of the work needed before we come out to carry out the repair.
When you request a standard repair, depending on the nature, we will offer you a morning, afternoon or a full day appointment. You should receive a reminder text the day before the appointment. On the day, we will send you a text with a more accurate arrival time. If we are unable to keep our appointment, we will inform you as soon as possible and agree an alternative date or time.
Equally, if you need to rearrange an appointment, please let your local branch know as soon as possible.
Once the job is complete, we’ll send you a survey to ask you how we did. Please fill this survey in as this helps us to understand what we are doing well and where we need to improve.
Please note, if we arrive to carry out a repair and then find the damage has been caused by you or anyone living in or visiting your home, we will charge you for carrying out the work. Continued damage to your home will not be tolerated and would be considered a breach of tenancy.
We are legally obliged to regularly inspect and service the gas appliances in your home to check they are safe.
We will give you plenty of notice when we need to carry out these checks. You must keep your appointment and allow us to access your home. We will take legal action to gain entry if we need to.
If gas appliances, such as ovens, cookers and boilers, are not properly maintained, there is serious risk of fire, explosion, gas leaks and carbon monoxide poisoning.
If you smell gas, call 0800 111 999.
Where we are responsible, we will keep the shared areas in and outside your home in good condition.
If you are concerned about the standard of communal areas in your home, please get in touch with us.