We want to make sure you are as happy as possible in your home which is why it is important to us to maintain high standards.

We must keep the communal areas inside and outside of our properties in good repair. This is called maintenance. The communal areas are the areas in a property that are used by all of the tenants including the bathrooms, kitchens and living rooms.

We have a planned maintenance program which includes all of the things we plan to do like replace kitchens and bathrooms and painting. Sometimes we need to fix things that have broken. This is called responsive repairs and maintenance and these things need to be reported to us.

We have our own dedicated Maintenace team that deal with our repairs and maintenance work alongside a number of trusted contractors.

Reporting a repair

When something breaks you must report it to us. You can report it to us online, by phone or in writing.

We will only repair things that belong to us. You will have to repair anything that belongs to you that gets broken.

If you are unsure about how to get things repaired yourself, ask your support worker and they will help you. Or you can contact us and we will help you.

Dealing with a repair

We will decide how urgent a repair is and how quickly it should be fixed.

  • Urgent repairs will be dealt with immediately
  • Non-urgent repairs will be dealt with within 7 days
  • Routine repairs will be dealt with within 28 days

If it appropriate and safe to do so, we may wait to carry out certain repairs until other planned works are being done in a property. If that's the case we will let tenants know.

You can look at our Maintenance Policy for more information.