Making repairs work:

It’s really important to us that we’re able to deliver our repairs and maintenance services in a way that works for our customers. We’ve been looking at the service we currently offer you, and have been looking at ways in which we can improve the way we prioritise the repairs that matter most to you.

Customer feedback has told us:

• Getting repairs right first time is important to you, making sure the right person turns up with the right tools
• Keeping our promises matters – you want us to turn up when we say we will and let you know if something changes
• You want to be confident we’ll help you quickly in an emergency – for example if your heating fails in winter
• It’s really important that you get a thorough service if you experience damp and mould in your home.

We’ve looked at our service to see which less common repairs we could deliver differently to free up resources to focus on the ones that matter most. We will still complete these repairs, but they’ll be scheduled as part of a planned programme.

This includes:

• Brick and ground works outside of summer months
• Major adaptations without Disabled Facilities Grants or Local Authority funding.
• Repairs to glazing (windows and doors) where the damage doesn’t affect your security (for instance, blown double glazing)
• Internal decoration in communal areas
• Flooring unless it poses a health and safety risk
• Repairs to kitchens
• Pest issues that your local authority will help with
• Patch repairs to roofing.
• Repairs to garages not directly attached to customers’ homes.
• External works to fences and walls
• External and internal painting and decorating.

When you report these repairs, we’ll explain to you the priority they’ve been given.