Changes to your housing repairs service
We are making changes to improve your housing repairs service.
The service receives over 200,000 repairs calls each year. We have made big changes to how we manage calls and casework and hopefully you are noticing the difference when you call us. We also carry out independent telephone surveys for a large number of repairs each month, and we use your feedback to help shape the service.
We know from the surveys that residents would like more certainty about when repairs will be completed. This is very important as we enter the busy winter months – last week alone we had 15,000 calls due to the wet weather. We are also bringing in new arrangements to keep you up to date with your repair.
New priorities – types and timings of repair
We are introducing a clear system of priorities for types of repairs. This will ensure you know how long you can expect to wait for every repair you report and help manage repairs better.
The new priorities and timescales are set out below.
|When there is an immediate threat to your (or other residents’) health, safety, security or to your home. Sometimes a temporary repair will be carried out to make the home safe and secure, with the full repair completed later. Examples include making a window or your front door safe and secure after damage, or stopping a serious leak in your home.||6 hours to 24 hours|
|Urgent/Essential||When the problem is nuisance to you or other residents and is likely to lead to further damage if it isn’t fixed. Sometimes a further visit is required to complete the repair if special parts are needed. Examples include restoring partial loss of power, such as to sockets.||10 working days|
|Problems that need fixing but aren’t causing serious discomfort or inconvenience and are not likely to lead to further damage. Examples include repairing a minor plumbing repair like a dripping tap.||20 working days|
|This would include work that is non-urgent where specific parts or works are needed. Examples include new UPVC windows and doors, bespoke joinery or ironware.||To be agreed with tenant|
Staying safe and well
When you call to request a repair, our repairs customer service staff will ask if you or anyone you live with has COVID-19 symptoms (high temperature, a new continuous dry cough, or a loss or change to your sense of taste or smell) or has had them in the last 14 days. They will also ask if anyone in your household is shielding. The information you give us will stay on record for 60 days from the date that you call us.
Repairs staff or our contractors will only attend a home where a tenant is self-isolating or shielding in an emergency. Any repairs officer who comes to your home will be following strict guidance from the Government and our public health team to keep you and them safe, and to prevent the spread of Covid-19.