Repairs Charter

This Charter is a summary of our commitment to residents relating to our main repairs service.

  • A dedicated call centre for reporting repairs issues, operates between the hours of 9:00am and 5:00pm Monday to Friday, with the option to call on the Freephone  number 0500 026079.
  • Out of office hours emergency repairs service. 
  • An emergency is defined as;

“Defects which put someone’s health, safety or security at immediate risk”
“Defects which could seriously affect the structure of the building”

Examples include:

  • Serious fires
  • Major electrical faults e.g. loss of supply
  • Burst pipes
  • Blocked main drains
  • Floods
  • Total loss of heating during the winter months
  • Gas leaks / faulty gas appliances.

We will respond to repair requests within the time periods according to job priority which are:

  • Out of office hours emergency callout - The fault will be attended within two hours to make safe and repairs to the fault completed within twenty four hours.
  • Emergency  -The fault will be attended within two hours to make safe and repairs to the fault completed within twenty four hours.
  • Urgent - The fault/repairs will be carried out within seven working days.
  • Routine - The fault/repairs will be carried out within thirty one working days.
  • Planned - The fault/repairs will be carried out within six months.

We will monitor performance targets against:

  • Emergency Repairs  - 95% to be completed within target time
  • Urgent Repairs  - 90% to be completed within target time
  • Routine Repairs - 90% to be completed within target time

We will offer an appointment for an inspection within five working days of the call.

We will carry out quality post inspection checks on a minimum of 10% of completed jobs.

All gas burning appliances within your home will be serviced annually in accordance with the Gas Safety (Installation and Use) Regulations 1998.

All work on the electrical supply is carried out and certified by qualified electricians to BS 7671

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