We care about providing a high quality, honest and reliable service to you always. As your landlord we’re legally required to carry out certain repairs and to maintain your home to a safe standard but what we want to do is help you maintain your property so that you can be happy and proud of where you live and have a safe place to call home.

Our Repairs and Maintenance service team, previously known as fix360, provides responsive and emergency repairs to most of our homes, whilst also making sure empty properties are ready for incoming residents. We have a large team of qualified multi-trade and specialist professionals, 
delivering effective repairs and maintenance as part of a friendly, reliable and respectful service to you, our residents.

What we will do for you

  • Before you move in, we’ll inspect your property thoroughly to make sure it’s safe, secure, and ready for you
  • After you’ve moved in, we’ll carry out repairs and maintenance in line with your tenancy agreement to help you keep your home in good condition
  • If and when you report a repair, we'll let you know whether it's an emergency, or one that can scheduled within 28 calendar days
  • Emergency repairs - when there’s a serious risk to you or your home, we’ll attend as soon as possible and within 24 hours
  • We offer an out of hours service between 5pm and 9am on weekdays, and 24 hours on weekends and Bank Holidays
  • Urgent repairs - This is when there is an urgent need for a repair which would be detrimental to the property or customer if not dealt with urgently. We will attend within five working days
  • Routine repairs - These are repairs that pose no immediate risk and can be booked in via a mutually convenient appointment. Routine repairs are undertaken and completed within 28 calendar days
  • Major repairs - Sometimes due to their nature, repairs can't be completed within 28 calendar days. If this is the case, we may take up to 90 days to plan, appoint, and commence (or complete) a major repair to your home. We will, however, carry out a temporary repair if necessary, plan the major work, and agree outline timescales with you within 28 days of the initial repair being reported. On occasion we may need to add a major repair to planned maintenance or mini programme of similar works that can be grouped together for multiple customers. If this is the case, we will attend and carry out an assessment, complete a temporary repair if necessary, and agree how we will keep you informed on the timescale for the delivery of the proposed planned maintenance work
  • If you report damp and mould an investigation will be undertaken and a written report created within 14 calendar days and any work identified should commence within seven calendar days of the written report being issued
  • We’ll book an appointment at a time and date to suit you
  • We’ll ask the right questions to make sure we fully understand the problem so that we can send out the right team to fix it
  • We’ll be honest with you and explain straight away whether we’re responsible for the repair or if you’ll have to pay for it. This will depend upon your tenancy agreement
  • We’ll endeavour to fix the repair the first time we visit
  • Communicate with you in a way that is respectful and fair
  • When we visit your home, we will carry photo identification
  • When inside your home, we promise to treat it with respect, and you too
  • We will do what we can to minimise the noise and disruption in your home
  • We’ll maintain and complete regular safety checks and tests
  • It’s our responsibility to keep shared areas clean but how often these are cleaned depends upon the requirements of each site
  • We’ll keep shared areas such as communal gardens clean and tidy, including trees and shrubs, making sure they’re safe and healthy. For some other properties, we’ll maintain the lawns, hedges and carry out weeding.

All we ask of you in return is 

  • It’s up to you to take care of your home and garden (unless otherwise stated)
  • Always report any repairs or damage to your home, plus external and shared areas
  • We’ll always respect your privacy, but you’ll need to allow us access to your home so we can carry out essential repairs, as well as legally required inspections, maintenance, and annual servicing
  • If you, or someone visiting your home causes damage to the property, it’s your responsibility to pay for the damage to be repaired
  • You’ll need to maintain or replace certain items within your home, a full list of which you can find on our website
  • If you’re a leaseholder, you’ll be responsible for the internal repairs within your home, including the safety of gas and electrical fittings
  • If you live in a building with a shared area, please make sure to report obvious signs of damage to fire doors or if they don’t fully close, to us
  • You maintain your own private garden and keep it tidy.

We will know we are getting this right by

  1.  Homes that do not meet the Decent Homes Standard
  2.  Repairs completed within target timescale
  3.  Satisfaction with repairs
  4.  Satisfaction with time taken to complete most recent repair
  5. Satisfaction that the home is well maintained
  6. Gas safety checks
  7. Fire safety checks
  8. Asbestos safety checks
  9. Water safety checks
  10. Lift safety checks
  11. Satisfaction that the home is safe.
  • Using feedback from surveys, complaints, and compliments to improve our service