Repairs

Repair timeframes

We use the following timeframes:

• Emergency repairs - within 24 hours
• Routine repairs - within 30 days with an appointment
• Planned works - large-scale works are planned in without an appointment, but you'll be contacted well in advance when we're ready to carry out the repair

On the day of your repair appointment, please ensure that you are at home and the area is cleared and ready for our operatives to begin.

Right to Repair

The Right to Repair scheme makes sure that certain small urgent repairs (which might affect your health, safety or security) are done quickly and efficiently.

The government has set guidelines stating that certain repairs should be carried out within specific timescales.

Repairs covered (that must cost less than £250) include:

• unsafe power or lighting sockets or electrical fittings
• blocked flue to open fire or boiler
• leaking roof
• toilets which don't flush
• blocked sink, bath or basin
• leaks from a water or heating pipe, tank or cistern
• loose or broken banisters or handrails

Urgency

Repairs must be completed within 1, 3 or 7 working days, depending on the urgency.

Repairs should be carried out within one working day if:

• you have no water or electricity
• you have no gas, or the supply is reduced
• windows or doors are not secure (e.g. following a burglary)
• there is a serious leak from a pipe, tank or cistern
• the flue to an open fire or boiler is blocked
• your heating or hot water is not working between 31 October and 1 May
• the sewage drain or soil stack are blocked (or you only have one toilet, and it cannot be flushed)
• electrical lighting or other fittings are unsafe

Repairs should be carried out within 3 working days if:

• there is a partial loss of water or electricity
• your heating or hot water is not working between 1 May and 31 October
• a sink, bath or basin is blocked
• a drinking water tap cannot be turned
• you have a loose banister or handrail, or rotten wood on the floor or stair treads

Repairs should be carried out in 7 working days if:

• the roof is leaking
• a door entry phone is not working
• an extractor fan is broken

Second visit

If a repair isn’t carried out on time, you can ask us to arrange a second visit.

Unless there is a good reason why the work hasn't been done, we will arrange a second visit. We then have the same amount of time to complete the repair as the first appointment.

Delays and compensation

If we don't complete the repair on time with a second visit, you can claim compensation.

To claim, email [email protected] and confirm:

• the details of the repair
• when it was reported
• when it was due to be carried out

We will look into the reasons why the work wasn’t completed and contact you to discuss next steps.

You may be entitled to £10 in compensation, with another £2 a day for every extra day the repair is not fixed, up to a maximum of £50.

If you have rent arrears, your compensation may be used to help pay off your arrears.

You may not be able to claim compensation if unforeseen circumstances (e.g. extreme weather) mean that the repair work had to be cancelled.

Last updated 24 April 2025