a 24 hour Emergency Repairs Services
	a routine responsive repairs service
	a planned maintenance programme of replacement/renewal of major elements such as central heating, windows, kitchen & bathroom

All requests from tenants for repairs are classified as follows:

	Emergency Repairs -	target response time 2 hours
	Urgent Repairs -	target response time 2 working days
	Routine Repairs -	target response time 7 working days

	House fire
	Severe roof leaks
	Burst pipes
	Blocked drains
	Blockage of your only toilet
	Loss of electrical power or lights
	Gas escapes
	Loss of heating – where there is no other heating available
	Loss or partial loss of space or water heater where no alternative source available
	Insecure external door, lock or window
	Dangerous structures

	Partial loss of electrical power or lights
	Unsafe power, lighting socket or electrical fitting
	Partial loss of water or gas supply
	Blocked or leaking drains or soil stack
	Blocked sink, bath or basin
	Tap which cannot be turned off
	Loose or detached banister or handrail
	Extractor fan in internal kitchen or bathroom

	TV aerials
	Unsafe power, lighting socket or electrical fitting
	Joinery works
	Rainwater and guttering repairs
	Plastering
	Repairs to fittings
	Re-pointing
	Fencing Repairs

Emergency Repairs
We aim to attend to all emergency repairs within 2 hours after they are reported. These are repairs which could affect tenants’ safety, security or health, or cause serious structural damage to the property.

Emergency repairs should be reported to our staff in the normal way if they occur during working hours. If they occur out-of-hours tenants should still use our normal telephone number for emergencies:

Calls for such emergencies will be diverted through our call centre and you should provide the operative with your name, address and a brief description of the essential repair.

PLEASE DO NOT ABUSE THIS ESSENTIAL SERVICE WHICH IS FOR GENUINE EMERGENCIES ONLY. IF YOU DO ABUSE THE SERVICE A CALL-OUT CHARGE MAY BE LEVIED. YOU MAY ALSO DELAY OUR RESPONSE TO A GENUINE EMERGENCY AND PLACE OTHER PEOPLE AT RISK.

During the first year a new property comes under the contractor’s defect liability period. This means the contractor responsible for building the properties must be allowed the opportunity to attend to appropriate routine repairs which may be outwith our normal routine response time.

We conduct regular Customer Satisfaction surveys to see if we are meeting our targets and to see if you are satisfied with the service you have received. Your views are important to us. They help us improve our services.

Our Contractors are required to introduce themselves to the customer and show proof of identity. Do not hesitate to ask to see their identification.