Repairs - service standards

Repairs - service standards

Service standards for repairs

You can report a repair to us by:

  • a 24-hour telephone reporting service – Freephone 0800 587 5659
  • our online reporting service
  • in person at one of our offices

Out of hours emergency repairs can also be reported on 01246 345041.

When you report a repair, we will:

  • offer a choice of appointment times
  • attend to emergency repairs within 24 hours
  • complete urgent repairs within five days
  • complete routine repairs within 20 days
  • send an acknowledgement confirming the detail about the repair and the timescale within which it will be completed
  • write to you to confirm the date/time of appointment and the work that will be carried out
  • send a text message to your mobile or a voice message to your land line to remind you of the appointment made with you
  • we guarantee to call on the date agreed

These service standards have been developed with tenants.

Last updated on 05 January 2023