Reporting Maintenance

Maintenance Reporting and Response Times

Reporting Maintenance

Please report all non-emergency maintenance through our online tool (button at the bottom of this page). You'll be asked questions and to provide images, this will really help us to resolve your issue as soon as possible.

For emergency maintenance issues, call your local office. During the working day, select option 3 for maintenance. When we're closed, selection option 7 to speak with our out of hours team.

Maintenance Response Times

We prioritise repairs by risk, impact, and time of year. These times are targets, not guarantees. They depend on contractor availability, access, and parts.

Emergency repairs

Target: same day. Make safe within 24 hours. Issues that risk health, safety, or security. Examples include gas leaks, major flooding, dangerous electrics, or an insecure external door.

Urgent repairs

Target: 3 to 7 working days. Issues that seriously affect daily living. Examples include no heating or hot water in winter, no working toilet where there is only one, or a contained but ongoing leak.

Routine repairs

Target: 10 to 20 working days. Issues with low risk and limited impact. Examples include dripping taps, minor leaks, broken fittings, or one toilet or shower down where another works.

Planned works

Target: by agreed programme. Larger jobs needing surveys, specialist parts, or multiple visits.

How we assess priority

We take account of:

• Safety risk.
• Time of year and weather, especially for heating.
• Number of working toilets and showers.
• Household size and vulnerability.
• Contractor availability and parts lead times.