Responsibilities

Who’s responsible for repairs to your home?

As a guide we are responsible for the repair and maintenance of the structure, exterior and common parts of a block of flats.

We aim to carry out repairs quickly and efficiently, and to provide you with a quality repairs service at all times.

Repairs service standards

• offer you an am or pm appointment when you report your repair
• tell you how quickly we aim to do the work:
  24 hours for emergency repairs
  7 days for urgent repairs
  14 days for non urgent repairs
  28 days for routine repairs
  
• if for any reason we cannot complete the repair during the times above, we will contact you and give you details of when we can complete the work
• provide an enhanced repairs service to vulnerable residents
• ensure that an emergency service is available outside of normal business hours
• ask how satisfied you are with repairs we have carried out.

 

You can expect our staff or contractors working on our behalf to:

• introduce themselves and show identification, before entering your home
• be polite at all times
• use dust sheets and protective covers where necessary to protect your possessions

• clear up after themselves.

 

We would also like to know if you are happy with the service we have provided. When we finish a repair job we sometimes undertake customer satisfaction surveys, and you may be contacted. We will use the information to monitor and improve our performance.

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