Skip to main content

Your repairs

What happens after I order a repair?

Once you've ordered your repair, we will arrange for it to be done or arrange an inspection to check exactly what needs doing.

We will agree a convenient appointment with you and send you written confirmation of the appointment, unless it is to be done within the next two days.

Doing the repair

  • We will send a fully-trained worker at the agreed time.
  • The worker will show you official identification and will be polite and helpful.
  • The worker will do the repair or the inspection, as described on the confirmation letter, and will leave the job clean and tidy.
  • If the worker cannot do all the work needed on that visit, they will explain why and immediately arrange another appointment with you.
  • If the problem is being inspected first, the worker will tell you what needs doing and when it will be done by.

After the repair

We will ask you if you are satisfied with the work. If you are not happy, we will investigate the situation. If there is still a problem, we will put it right.

How quickly will you do my repair?

We will offer you an appointment within:

  • Three hours if it’s an emergency you’ve either reported between working hours (8.45am-4.30pm,  Monday-Friday), or which could be made seriously worse by waiting.
  • 24 hours if it’s an emergency you’ve reported out of working hours.
  • five working days to repair things like a broken window or gas fire.
  • ten working days to repair things like a broken toilet part.
  • four weeks to repair things like roof slates or a blocked gutter.
  • six weeks to do things like fitting a new window frame.
What days and times can I book a repair for?

You can book an appointment to get most repairs done:

  • Monday - Friday (four slots from early morning to late afternoon)
  • Wednesday evenings (5 - 8pm) and Saturday mornings (10am-1pm) for smaller general repairs

When you ask for a repair, we give the work a deadline it must be done by - see ‘How quickly will you do my repair?’ above for details. The only repairs you can’t book an appointment for are:

  • Emergencies - because they’re done so quickly
  • Six week repairs - we wait until we have several similar jobs and then do them in one batch. We will contact you within six weeks with an appointment.
What repairs do I have to pay for?

Most repairs we will do for you for free, but some you must do yourself or you can pay us to do for you.

Things that we can offer you if you are willing to pay us include:


  • Repairing things like stains or surface cracking to baths, sinks, toilets etc.
  • Repairing small plaster cracks
  • Repairing internal door handles
  • Renewing internal doors
  • Treating mould that’s been caused by condensation


  • Window draughtproofing
  • Fencing, gates and garden walls – except in special circumstances

You should not make any major changes without our permission, especially as there is a chance that you may have asbestos in your home (asbestos is safe so long as it isn’t disturbed). 

For more information on asbestos, see our frequently asked questions about asbestos.

To get our permission, please complete our home improvements application form.

Repairing damage you've caused

You would have to pay for a repair if the damage was your fault or the fault of a visitor/family member, i.e. the damage was caused deliberately or by neglect (including accidental damage).

Damage caused by neglect could include things like:

  • A problem getting much worse because you didn’t report it earlier
  • Your door needing to be repaired after it was broken down (either by you or someone else) e.g. because you lost your key

If there is a doubt about how the damage happened, we will come and check the problem before we make a decision.