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Repairs policy and timescales

Repairs policy

We have recently updated our repairs policy to better serve our tenants with clearer terms and improved service standards.

Our new repairs policy

Timescales

See our table below to understand our target timeframes to complete both emergency and non-emergency repairs.

 

Target timescales (emergency)

Target timescales (non-emergency)

Responsive repairs: heating

72 hours 

(Total breakdown of boiler is 24 hours)

28 calendar days

Responsive repairs: other

2 hours

7 working days (urgent)

28 calendar days (routine)

Visit our Home emergencies, repairs, maintenance and safety page to find out more about emergency and non-emergency repairs or to report a repair.