Repair service promise

Service Standards

Our aim is to provide:

  • a friendly, efficient and accessible housing repair service available by way of a dedicated call centre 24-hours a day, 365 days a year, that reflects the requirements of tenants
  • clear and concise information from staff who will be polite and helpful at all times. When calling you will always be given the name of the person dealing with your call for the reassurance of an efficient and friendly service
  • a prompt, high-standard, cost-effective repair service and maintenance programme which aims to ensure properties are kept in good condition
  • a programme of improvement and modernisation
  • the continued development of Tenant Participation
  • a response to all correspondence within 10 working days of receipt
  • procedures which conform to the Council’s Corporate Standards of Customer Care

Repair Standards

We aim to ensure that:

  • our properties are free from substantial or progressive structural movement, rising damp or water penetration
  • the internal fabric of our properties is free from dampness and mould growth
  • timbers within the properties are free from rot or insect attack
  • all doors and opening windows are functional and capable of being secured
  • our properties and their external areas do not represent a health and safety risk to the occupants or any member of the public
  • there is a fully functioning hot and cold water supply and effective drainage
  • all sanitary fittings which would not hold water or comply with hygiene regulations will be replaced
  • all water storage systems and plumber work will hold water without leakage
  • all fixtures and fittings are in functional order and free from significant defects
  • an annual diagnostic service and safety check to all gas-fired central heating systems is carried out. All forms of heating will be fully functional and safe to use. All flues will be checked annually
  • all necessary internal and external handrails will be sound