Repairs

Repair waiting times – what to expect

We would like to reassure you that we are prioritising all emergency repairs, as well as focusing on our planned maintenance programmes.

The social housing industry has seen a significant increase in repair requests and we are no exception. We would like to reassure you that we are prioritising all emergency repairs and have plans in place to reduce the number of outstanding repairs that some of our customers have. 

We’re working with external contractor Axis

Axis are supporting us to reduce our repair wait times. They are are an experienced repairs and maintenance contractor who successfully deliver services to a number of housing providers across the West Midlands.

If you have a repair booked in with us, and it has been assigned to Axis to complete, we’ll send you a text message to confirm. Axis will be in touch within five working days of you getting the text message to arrange an appointment with you.

Waiting for a repair?

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.

View our emergency repair tab below to check what is classed as an emergency.

Your repair appointment

  • We will try to telephone you when we’re on the way
  • For quality control the engineer may take photos
  • We aim to complete repairs on the first visit, some repairs may require us to inspect first or allocate more time for work to be completed which will mean that sometimes a second visit may be needed
  • After our visit, we might send you a survey to gather your feedback on the repair(s process)

What happens if my repair appointment has been allocated to Axis?

  • we’ll send you a text message to confirm your appointment is with Axis
  • Axis will be in touch within five working days of you getting the text message to arrange an appointment with you

Before an engineer attends your property to undertake the repair it’s important that you adhere to the following:

  • An adult must be at the property whilst the repair is taking place
  • The work area must be clear and accessible to the engineer
  • There must be a clear path to the work area
  • You must not smoke whilst our engineer is present, we have a legal obligation to ensure that we provide a safe working environment to our staff
  • Abuse of our staff will not be tolerated, engineers at your property must be treated with respect
  • Access must be provided to the property on the date and time of your appointment
  • Pets will need to be kept in a separate room whilst our engineers are working
  • Children must be kept away from the work area

If any of the above are not followed, then it’s likely we we’ll need to rebook the appointment and we may charge you for the revisit.

How long can I expect to wait?

If you are waiting for:

 

Roofing, bricklaying or groundworks: three weeks

 

An electrician: one week

 

A plumber: two weeks

 

Fencing or a carpenter: two weeks

 

Any other repair: two weeks

If you are waiting for:

 

Roofing, bricklaying or groundworks: five weeks

 

An electrician: three weeks

 

A plumber: five weeks

 

Fencing or a carpenter: eight weeks

 

Any other repair: six weeks

If you are waiting for:

 

Roofing, bricklaying or groundworks: three weeks

 

An electrician: one week

 

A plumber: two weeks

 

Fencing or a carpenter: two weeks

 

Any other repair: two 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 appointed an external contractor, Axis, to support our teams in helping us to reduce repair wait times. Axis are an experienced repairs and maintenance contractor who successfully deliver services to a number of housing providers across the West Midlands.

If you have a repair booked in with us, and it has been assigned to Axis to complete, we’ll send you a text message to confirm. Axis will be in touch within five working days of you getting the text message to arrange an appointment with you.

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