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All about your repairs service

Day to day repairs are repairs that you ask us to do around your home when they are needed.

We want to make it as easy as possible for you to use our repairs service; that is why we have a number of different ways you can report a repair and offer a range of appointment times that are convenient to you.

Appointment times

When you report a repair to us, we will offer you a morning or afternoon appointment. We do understand the difficulties some of our customers have in arranging their appointments within these timescales so, by exception, we do also offer the appointment slots indicated below:

  • early mornings
  • evenings
  • Saturday morning
  • school runs

Booking your repair

We welcome as much detail as possible about the repair as this helps us to allocate the right amount of time to complete the works as well as making sure we send the right person out to do the job.

Once your appointment has been booked, we will remind you of your appointment by text message, letter or telephone if your appointment is classed as routine or urgent. In the case of an emergency repair, we will attend within a 24-hour period so no reminder is necessary.

When will your repair be done?

We understand that repairs are important to you, but we need to deal with them in order of priority. For instance if the work needs doing because it affects your safety or health, then we need to do these works first. When you report a repair, we will decide if it is an emergency, urgent or routine repair.

If your repair is classed as an emergency we will arrange for one of our contractors to attend within 24 hours. These are repairs to remove immediate danger to people or avoid major damage to your home. In the event of a really serious incident, we will respond as soon as we possibly can. An emergency repair could be no power or water in your home, a leak coming through the ceiling or a blocked toilet if you only have one toilet.

If your repair is classed as urgent, we will arrange for one of our contractors to attend within 7 days (heating 3 days). An urgent repair is work not classed as emergency but which would cause a high degree of inconvenience if not attended to within 7 days. An urgent repair could include a blocked sink or partial loss of power or water.

If your repair is classed as routine, we will arrange for one of our contractors to attend within 18 days (heating 5 days). Routine repairs are repair jobs which SLH is responsible for doing, but are not a health or safety risk to tenants such as a faulty tap or a repair to an internal door.

Who carries out the repairs to your home?

Depending on the type of job, repairs will be carried out by one of following:

  • Avela Home Service (general building repairs, electrics and plumbing): Avela Home Service is a joint venture between SLH and Penny Lane Builders. 
  • Liberty (heating and hot water)
  • Grosvenor Aptec (communal door entry systems)
  • Liftcare (stair lifts and hoists)

All operatives wear identity badges so you will know who they are when they visit your home. You should always ask to see this badge before letting anyone into your home. They also wear cover shoes and carry battery operated hoovers in order to keep your home clean and tidy following any work they do.

If you have any doubt about the identity of a contractor, please get in touch using the form below 

Meeting your needs

When we carry out a repair to your home, we want to know if you have any special requirements that would make the process easier for you. Let us know at the time of booking your repair if you need longer to answer the door or if you would prefer a female operative to undertake the work. Or you may have other special requirements that you need to make us aware of.

There always has to be a person age 18 or over in your home for the repair to be carried out. If this isn’t the case when the operative enters your home, they won’t be able to carry out the repair and a new appointment will have to be made.

More advice

Further advice and guidance on looking after you and your home.

Heating repairs

Read More


Read More

Water hygiene

Read More

Home insurance

Read More


Read More


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South Liverpool Homes Limited is a charitable Community Benefit Society registered with the Financial Conduct Authority No.31210R and registered with the Regulator of Social Housing L4230. Registered office as above.

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