For tenants and residents
Repairs, safety and complaints
Everything you need to report a repair, tell us about damp or mould, or make a complaint — and what you can expect from us.
Report a repair
Tell us as soon as something goes wrong. We tell you which category your repair falls into, agree an appointment with you, and check you are happy once the work is done.
| Type of repair | Examples | What we do |
|---|---|---|
| Emergency | No heating or hot water in cold weather, major leaks, unsafe electrics, insecure doors or windows | Attend and make safe within 24 hours |
| Damp and mould | Mould growth, persistent condensation, damp patches | Investigate within 10 working days — see below |
| Urgent | Partial loss of heating, blocked drains, faulty lighting | Complete within 5 working days |
| Routine | Dripping taps, sticking doors, minor plaster repairs | Complete within 20 working days |
| Larger or planned | Replacing a kitchen unit, re-plastering a room, fencing | Complete within 45 working days |
Ways to report
Awaab’s Law
Damp, mould and serious hazards
Damp and mould can harm your health. Please tell us straight away — you are never blamed for reporting it. We follow the timescales set by Awaab’s Law for social landlords.
To investigate and make safe an emergency hazard. If we cannot, we offer you somewhere suitable to stay at our cost.
To investigate a significant damp and mould hazard once we know about it — in person if you ask us to.
Make a complaint
If we get something wrong, we want to know so we can put it right. Our complaints process follows the Housing Ombudsman’s Complaint Handling Code. You can complain by phone, email, in writing or online, and someone can complain on your behalf.
Stage 1
We acknowledge your complaint within 5 working days and send a full written response within 10 working days of acknowledging it.
Stage 2
If you are not satisfied, ask us to escalate. We acknowledge within 5 working days and respond within 20 working days. This is our final response.
Housing Ombudsman
If you are still unhappy, you can refer your complaint to the Housing Ombudsman Service, free and independent, within 12 months of our final response.
Help and support
Other formats
We can provide information in large print, easy read, audio or another language. Just ask.
Someone to speak for you
A family member, friend, councillor or advocate can contact us on your behalf with your permission.
Extra support
Tell us if you have a disability, health condition or other need, so we can adapt how we work with you.
Have your say
Join our tenant panel, take part in our annual satisfaction survey, and help scrutinise our services, policies and performance.
How we are performing
Each year we publish the Regulator of Social Housing’s 22 Tenant Satisfaction Measures — including how many repairs we complete on time and how many homes meet the Decent Homes Standard — and report our value for money in our annual accounts.