Tenants Responsive Repairs and Maintenance Policy

This Repairs and Maintenance Policy explains how we look after council homes and fix problems when they happen.

Some repairs are the council’s job including;

• broken heaters,
• leaky pipes, or
• damage in shared areas like stairs or hallways.

Other smaller repairs might be the tenant’s job including;

• replacing light bulbs, or
• unblocking a sink.

If something in your home needs fixing, you can report it by:

• Logging in to your online Housing account
• Calling our Customer Service Centre
• Phoning our emergency line (for serious problems).

We fix emergency problems within 24 hours, urgent repairs in 5 working days, and other issues within 20 working days.

If you or someone in your home needs extra help (for example, due to age, disability or illness), we can offer support to make things easier.

We try our best to arrive on time and complete repairs properly. If something goes wrong or a repair is delayed, we’ll let you know what’s happening.

The policy also explains:

• what happens if you miss a repair appointment
• when you might have to pay for damage
• how we check the quality of our work
• how you can give feedback.

This policy helps us keep your home in good shape. If you want to know more, you can read the full Repairs and Maintenance Policy document below.