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When you report a repair we will: 

  • Arrange an appointment wherever possible. However, we may inspect external repair requests without you being present. Please tell us if you are unable to keep the appointment.
  • If your repair is complex or you require advice of a technical nature we will arrange an appointment for a Technical Services Officer to visit your home.
  • Provide you with a target date for when the work will be finished.
  • Advise you if you are responsible for the repair or the cost of the repair.
  • Make an appointment to undertake Safety Checks/Services.


When we visit you to carry out repairs to your home we will: 

  • Contact you if we have to cancel your repair or inspection explaining why we have done so.
  • Provide proof of identity before entering your home.
  • Take care of your property and belongings and protect them from damage.
  • Leave the property clean and tidy.
  • Make sure materials and tools do not present a hazard or cause danger.
  • Warn you of any likely noise or disturbance we will make and keep it to a minimum.
  • Identify any additional repairs needed when we visit.
  • Ensure the work is carried out to a high standard.
  • Keep you informed about how the work is progressing.
  • Leave a calling card if you are not in, providing the relevant contact telephone numbers.
  • Reimburse exceptional costs such as electricity or water on a case by case basis.