2 Reporting a repair or problem

To ensure your home is maintained to a high standard, when you report a repair we will:

✔ offer an appointment for all internal repairs. In an emergency, the repair will be completed as soon as possible but you will need to be at home during this repair;

✔ leave a card if you are not at home when we call, advising you how to contact us to rebook your appointment. Failure to keep appointments may lead to a ‘missed appointment’ charge;

✔ send an appropriately qualified tradesperson, with identification, at the arranged time. The tradesperson will do the repair and leave your property as they found it. If specialised materials are required for your repair, these may, with your permission, be left at your property for safekeeping;

✔ arrange another appointment with you if we are unable to complete all of the work required during our first visit. If this happens, the tradesperson will explain why;

✔ offer to confirm and send a reminder of your appointment time via a text message, email or telephone call;

✔ attend to identified health and safety risks as a matter of urgency;

✔ attend to reported emergencies within 24 hours; and

✔ attend to Out of Hours emergencies as a matter of urgency.

What we expect from you

We ask that you:

✔ report any necessary repairs to us promptly;

✔ keep your home clean and in good decorative order;

✔ carry out repairs that are your responsibility (see pages 3-7);

✔ provide access to Trust staff when necessary; and

✔ take out contents insurance to cover loss of your personal possessions.