Repairs and maintenance policy

• Be polite and courteous
• Take the time to fully understand the repair you are reporting and confirm whether this falls within our responsibility
• Book an appointment with you that works best for you
• Check any special arrangements, for example relating to pets or children in the property and make sure that our operatives understand the requirements
• Identify any special needs or vulnerabilities a tenant or member of their household may have
• Respect tenant’s privacy

The person carrying out the repair or maintenance work to your home will:

• Wear an identity badge clearly showing their name and company name.
• Carry out works between 8am and 8pm Monday to Friday and Saturday between 9am and 12pm. Except in an emergency, our contractors will only work outside these hours if you have agreed it.
• Make and keep appointments or if they cannot, they will give 24 hours’ notice, and arrange a new appointment with you
• Treat you and your family in a polite, courteous and reasonable manner.
• Not play music without your permission.
• Park sensibly so you and your neighbours are not inconvenienced.
• Keep disruption to a minimum including noise levels and any nuisance arising from smoke, dust, rubbish or other cause.
• Protect fixtures, fittings and possessions.
• Make sure that your home is kept secure
• Check with you before using your water or electricity.
• Not unplug any of your equipment without permission.
• Reconnect and test any services if they have been disrupted.
• Let you know if they need to turn off electricity, water or other services to your block unless it is an emergency.
• Provide temporary heating or water facilities if they are needed.
• Clear all rubbish and debris at the end of each day
• Show you how to use and set up any new installation or equipment, and/or give you any instructions manuals (if applicable).
• Not use your toilet facilities without your consent.
• Not leave communal doors open.
• Not enter your private garden to complete repairs to another property or block without your consent.