Latest update: July 2025
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)
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.
Please help us, to help you
Please continue to report non-emergency repairs online. 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.
And always, if you see damp and mould, let us know. See it, report it. We have introduced an online form to make it even easier to do this, here and of course you can always call us on 0800 048 8955.
If you report damp and mould we will contact you by phone within two working days to book an appointment to visit your home. This visit should take place no later than seven working days after your report. Read more about our damp and mould response in our handy Key Facts document here or read our 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.