New repairs policy | Latest news

New repairs policy

Our NEW repairs policy is now in place!

Thanks to everyone who filled in our survey last year. We heard from over 500 customers and our staff about your views on our repairs services and what changes you felt needed changing.

We’re very excited to be launching our new repairs policy thanks to your feedback- keep your eyes peeled for more information coming soon!

Here's just some of the changes we've made:

Text message improvements - Customers will receive a text to confirm their appointment and update texts as reminders. You will also receive a text when our repair operative is on their way to your home.

New repair categories - We’ve introduced an ‘Urgent’ repairs category with a response time of 7 days for those things that aren’t an emergency but can’t wait more than a week to be resolved.

Extra clarity on timescales - We’ve improved our ‘Repair Inspections’ processes and provided clarity on timescales.

Clarity on repair responsibilities - Our policy now includes what repairs the Trust is responsible for and what repairs you are responsible for, with clear examples.

You can view the whole policy and all information about our repairs services by visiting here.

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