Housing repairs

Access issues

Repairs can take longer when residents are unavailable to give access to their properties.

If you are not available, contact us within 24 hours of the appointment.

If we cannot get access, we will leave a 'no access' card telling you how to contact us to rearrange.

If access to another property is also needed but the residents are unavailable, we will:

• try to get a date when we can access both properties
• send out urgent access letters if needed - these will include information about the repair needed, appointment time, why it is important to co-operate, as well as what happens if there are further delays
• give you a ‘what happens next’ card with the date and appointment slot you have agreed to
• keep you updated on any other delays.

We will keep you updated on progress until the repair is completed.

Service demand 

Sometimes we get a higher than usual number of requests. This can mean it will take longer to contact us and repairs may be delayed.

This could be due to:

• burst pipes
• no water or power
• bad weather conditions that cause damage to properties
• loss of heating (communal boilers break)

When this happens, we will:

• tell you at the start of the call
• give real time updates through our communication channels.

We will support you by:

• offering temporary heating within 24 hours (if your block/property is without heating during the cold season)
• keeping you up to date about the status of the repair
• keeping residents up to date about the situation 
• sending cards or letters telling you who to contact with any questions if we need access to your property

You can call us on 0800 111 4484 to check on the progress of the work or talk to us about any concerns,

Specialist materials

We keep many materials in stock but sometimes we need to order in specialist items. This can delay repairs as they may take up to ten working days to arrive.

We make every effort to get these materials as quickly as possible.

We will:

• leave you a ‘what happens next’ card telling you about the specialist material
• keep you updated on progress
• contact you once we have it to arrange a new appointment.