Repairs and maintenance

When you report a repair, it will be assessed according to the seriousness of the issue, any immediate safety risk and the impact on your home.

The repair may be treated as emergency, urgent or routine. The person handling your report should explain what happens next and, where possible, provide an expected timescale.

Please provide as much information as possible, including where the problem is, when it started and whether it presents any risk to you or another person.

A repair may be treated as an emergency where there is an immediate risk to health, safety, security or serious damage to the property.

Examples may include a serious water leak, dangerous electrical fault, loss of essential services in circumstances that create a significant risk, or damage that makes the property insecure.

An emergency response may involve making the property safe first. A permanent repair may then be completed later as an urgent or routine repair.

Use the emergency repair contact details provided by your service. Call 999 if anyone is in immediate danger.

A repair may be treated as urgent where it causes significant inconvenience or could become more serious if it is not addressed promptly, but does not present an immediate danger.

Examples may include a contained water leak, a minor electrical fault, damage to an internal door or a cracked window that does not make the property insecure.

The expected response time will depend on the repair arrangements for your home and service. You should be told what happens next after the issue has been assessed.

A repair may be treated as routine where it does not present an immediate risk and mainly relates to normal wear, maintenance or non-urgent damage.

Examples may include chipped paint, worn fittings, minor plasterwork, kitchen unit repairs or other non-urgent carpentry work.

The expected completion time will depend on the repair arrangements for your home, contractor availability and whether materials or specialist work are required.

Some repairs may take longer than originally expected because of their complexity, contractor availability, access arrangements or delays in obtaining materials.

Where possible, you should be kept informed if the repair cannot be completed within the expected timeframe.

What if I am not satisfied with the repair?

If you believe the repair is incomplete, the problem has returned or you are unhappy with the quality of the work, contact your Support Worker, Housing Officer, service manager or the repair contact provided by your service.

Where possible, provide photographs and a clear description of the remaining problem. This will help the issue to be reviewed and appropriate follow-up work arranged.

You may also be invited to provide feedback about the repair. Your service can explain how to complete any feedback or satisfaction survey that is available.