Response times

For emergency repairs, where there is an immediate danger, we'll attend within 24 hours.

For all non-emergency repairs, we’ll arrange a mutually convenient appointment.

Exceptional circumstances will always be considered for vulnerable residents.


The majority of repairs are carried out by our own direct maintenance service and in most circumstances, our staff will agree an appointment date and time when you report your repair.

If, under exceptional circumstances, this can't be done first time, we'll call you back. 

If the repair is passed to one of our support contractors, we’ll ask them to contact you directly.

Once we agree your appointment, an order will be raised on our system and you’ll receive a booking confirmation.

We understand that circumstances can change. So, if you’re unable to be at home at the arranged time, please contact us to re-arrange your appointment.

If your appointment is with one of our support contractors, you'll need to call them directly to re-arrange it.

You may be entitled to compensation if the contractor or our surveyor fails to attend your home as arranged.

If you're not at home when we call to make the repair, you may find your appointment delayed or cancelled – and you may be charged for follow up visits.