Repair waiting times – what to expect

We know that some customers are having to wait longer than usual for us to complete repairs. We’re really sorry for the delay and understand how frustrating this can be.

We want to be clear and tell you how long you can expect to wait once you have reported a repair with us

If you are waiting for us to complete a repair in your home take a look at our repair waiting times for your area in the information below.

If your repair is an emergency, we will prioritise it. View our emergency repair tab below to check what is classed as an emergency.

How long can I expect to wait?

If you are waiting for:


Roofing, bricklaying or groundworks: two weeks


An electrician: one week


A plumber: two weeks


Fencing or a carpenter: two weeks


Any other repair: three weeks

If you are waiting for:


Roofing, bricklaying or groundworks: five weeks


An electrician: six weeks


A plumber: four weeks


Fencing or a carpenter: 12 weeks


Any other repair: 11 weeks

If you are waiting for:


Roofing, bricklaying or groundworks: two weeks


An electrician: one week


A plumber: two weeks


Fencing or a carpenter: two weeks


Any other repair: three weeks

What are we doing to reduce wait times?

We are working hard to reduce our waiting times so that we can provide you with a better service. We have some challenges to overcome but here’s what we’re doing to shorten the wait time:


  • There is a national recruitment challenge and we have a number of vacancies across our maintenance teams so we’ve appointed two new contractors to carry out more appointments every day
  • We are moving people internally to increase the number of people working in our maintenance teams

Are you or someone you know qualified in a trade? We are looking for Trade Engineers across all Trades – including Plumbers, Electricians and Carpenters – to join our Maintenance Team. Find out more about our Trade roles.

How to report a repair


 You can log in to My Account 24/7 to:

  • Request a repair
  • Check, amend or cancel your booking
  • View your repair history.


Login or register now

For emergencies call

0300 790 6555

Is it an emergency?

Emergency repairs are needed when there is an immediate health and safety risk to you or the structure of your home has been damaged.


Emergency repairs that should be reported immediately include:

  • Gas leaks
  • Uncontainable water leaks
  • Complete loss of heating and hot water
  • Electrical or fire risk
  • Property security

If you provide misleading or false information which makes us believe your repair is an emergency when it isn’t, we may charge you for the call-out.

Got an emergency?

Call us straight away.

0300 790 6555

When will it be done?

When you report a repair, we offer you a choice of appointment slots between 8am and 4.30pm.


Some jobs need specialist materials or contractors. If this is the case we will inform you of a timescale.



We complete emergency repairs in 24 hours, or make them safe until a permanent repair is possible (within 12 days).

Who is responsible?

Keeping your home in good condition is a responsibility we share.


You are responsible for some of the repairs and maintenance of your home including:

  • Maintaining internal decoration – including the repair of small cracks and minor plaster damage to walls and ceilings
  • Maintaining and repairing cookers, washing machines and fridges (unless we have provided them). This includes installing them correctly
  • Clearing blockages in waste pipes and toilets, even if this is accidental
  • Maintaining fuses and electric plugs on appliances
  • Wiping away condensation from windows and sills
  • Light bulbs and fluorescent tubes
  • Replacing batteries in remote controls, battery operated alarms/timers and doorbells
  • Plugs and chains to baths, sinks and wash hand basins
  • TV aerials (unless communal)
  • Maintaining your garden
  • Fences between gardens (except the privacy panel)
  • Replacing keys and locks if they are lost or stolen
  • Damage caused by you, other residents or visitors. This could be costly for you if you are not insured. We encourage  you to purchase a home contents insurance policy to cover yourself against personal damage.
  • Any repair due to wilful damage or neglect
  • Pest control
  • Toilet seats


You can read our Estate Management Policy here.

If we are called out to do a repair which is your responsibility we may charge you for this.

We are committed to:
  • Keeping the outside (e.g. roof, walls, doors, windows, paths) of your home in good repair
  • Making sure supplies for gas, water and electricity are in good working order
  • Maintaining kitchen and bathroom fittings
  • Maintaining shared areas like entrances and stairways in blocks of flats
  • Treating serious cases of damp and mould


You can read our Repairs and Maintenance Policy here.


You can read our Estate Management Policy here.


You can read our Lift Management Policy here.

Looking after your home

We have developed a series of commonly asked questions to help you deal with common issues in your home.


Visit our Your questions section to access this.

Condensation, damp and mould

It’s that time of the year when the weather starts to get chillier. Before the cold weather kicks in, it’s worth taking a look at our condensation, damp and mould video for some helpful hints and tips.


Contact us to report any cases of damp and mould in your home as soon as possible.


To do this you can log into My Account or call us on 0300 790 6555.


More details of how you can contact us are available on the Contact us page.


Take a look at our condensation, damp and mould page for more information.


Visit our dedicated damp and mould page

Common questions

Customer services