Our new repairs policy – simpler, flexible and more convenient

Published: 26 May 2020

We’re launching our new policy for repairs to your home, which we hope you will find simpler, more flexible and more convenient.

What are the main changes?

In the past we’ve had a three-stage repair system:

  • Emergency repairs
  • Urgent repairs
  • Routine repairs

Following consultation with tenants, we’ve simplified this into two categories, making it easier for customers to understand and easier for us to manage:

  • Emergency repairs
  • Flexible appointment-based repairs

Emergency repairs

These are repairs that pose an immediate and substantial threat to you or your home. Examples might be a major water leak, a complete loss of power, complete loss of heating or a blocked toilet when you only have one in the house.

In these cases, we will call tenants within 15 minutes, attend within 2 hours and return to complete the work within 24 hours.

Flexible, appointment-based repairs

For anything other than emergency repairs we will offer a flexible appointment-based repairs service that you can arrange at a mutually-convenient time.

Our non-emergency repairs service is available 8am to 8pm Monday to Friday and 8am to 1pm on Saturdays.

What else is changing?

You told us that you wanted us to improve the way we manage any outbreak of pests in homes Whilst this has only occured in a minority of cases, we have introduced a process where we will pre-inspect your home within five working days of you reporting it to us. At this pre-inspection we will advise on the steps that needs to be taken to help resolve the problem. We hope that this will help solve any infestation quickly and make the process easier for tenants.

Who delivers your repairs?

Avela Home Service will continue to deliver our repairs and maintenance service. From May 1 2020 Avela Home Service also began delivering our gas and electrical safety checks.

How do I report a repair?

You can report a repair by calling us on 0330 303 3000, through our website or via social media. If you’re reporting an emergency repair, it’s always best to call us so we can deal with your issue as efficiently as possible.

For further details of our updated repairs service go to our repairs page

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