Latest update: February 2026
We know that it is taking longer than usual for us to carry out some repairs. We understand that this is disappointing and want to apologise to anyone affected by these delays. We are working hard to put things right.
What we are doing
We have temporarily changed our waiting times for routine and major repairs from those set out in our repairs policy. By doing this, we are being clearer about when you can expect us to carry out your repair. You can see our updated repairs timescales below.
Repairs service status
Emergency repairs:
Immediate risk to safety, security or health – attendance within 4 hours
Heating and hot water emergency repairs – attendance within 6 hours
(No heating or hot water, uncontrollable water leak)
Damp and mould emergency repairs
(attendance could be as soon as same-day, or within 10 working days)
Routine repairs:
All other routine repairs are currently taking longer than 17 calendar days
Major repairs – up to 120 calendar days
Timescales for emergency repairs have not been changed and if you have any vulnerabilities which mean that you need work carried out more quickly, please let us know.
We will always do our best to support you
- To report emergency repairs, please continue to call us on 0800 048 8955 (24/7).
- If you are unsure, you can check what kind of problem counts as an emergency here.
- Please continue to report non-emergency repairs online.
Please call us on 0800 048 8955 to report damp or mould
- Any damp or mould issues in your home will be treated as an emergency repair.
- It’s our responsibility to keep you safe and fix any issues as soon as possible.
- We require a phone conversation to decide how quickly we will need to attend to carry out the repairs.
- Please make sure you prepare for the first visit by reading our guidance available here.
- Read our damp and mould policy in full here.
Thank you
We thank all our customers for your continued patience while we focus on reducing any delays to your repairs.