Our Responsibilities

• Provide a variety of simple and convenient ways for repairs to be reported

• Advise tenants of their repairs and maintenance responsibilities

• Recharge tenants the cost of any repairs that are their responsibility or have been caused by their neglect of the property

• Provide an out-of-hours emergency service

• Carry out:

  • Emergency repairs within 8 hours

  • Urgent repairs within 2 full working days

  • Routine repairs within 10 full working days

  • Standard Void Repairs within 10 full working days

• Ensure a convenient appointment is made in the morning or afternoon when attending to non-emergency repairs

• Ensure that contractors have personal identification, carry out works within the timescales and tidy up after completing works

• Offer appointments as required for inspections

• Provide opportunity for tenants to comment on the quality of completed works

• Advise tenants of the extent and cost of repairs that are their responsibility before they have left the property at the end of their tenancy

• Advise tenants of the minimum letting standards for their property and seek feedback on their satisfaction with the condition of their new home

• Ensure there is a valid EPC (Energy Performance Certificate) and other relevant information in the property

• Inspect a minimum of 10% of completed repairs and re-let properties to check the quality of the completed works

Tenants’ Responsibilities

• Keep their home in a reasonable state of cleanliness and good decorative order

• Report repairs or faults in their own home or in the common areas as soon as possible

• Allow staff access to inspect their property when required

• Make sure our contractors can gain access to carry out repairs and maintenance

• Carry out repairs that are their responsibility