We carry out thousands of repairs each year and set target times dependent on the type of repair and how urgent it is. Exceptional circumstances will always be considered according to a resident's vulnerability. Please make us aware of this when you call to report your repair.

Response times

For emergency repairs, where there is an immediate danger to the occupant or members of the public we will attend within 24 hours.

For all non-emergency repairs we will arrange a mutually convenient appointment.


In most circumstances, our staff agree an appointment date and time when you report your repair. If, under exceptional circumstances this cannot be done, we will tell you and arrange for the contractor to contact you directly to arrange a convenient time.

Once we confirm your appointment, an order will be issued to our contractor. If circumstances change and you are unable to be at home at the arranged time, you must contact the contractor directly to re-arrange another suitable time.

If you're not at home when the contractor comes to make the repair, you may find your appointment delayed or cancelled. You may also be charged for follow up visits.

You may be entitled to compensation if the contractor or our surveyor fails to call as arranged.