How we prioritise your repairs

With over 10,700 homes spread across the East Midlands, our team members are always busy keeping everyone’s home in a good, safe and comfortable condition. It's one of our biggest priorities and understandably it's top of the list for you too.

So when you report a repair, how do we decide when we visit your home? We categorise faults, repairs and maintenance into five groups - the first three are emergency, fast, and standard. This is to make sure we prioritise the most urgent jobs, especially those that can be dangerous, first. We also need to take extra care of customers who may be vulnerable, so this affects the priority too.

The last two groups are things that are your responsibility, and planned repairs and replacements. See all the different groups below, as well as a short video of some of our colleagues talking you through what happens when you report a repair to us.

Emergency repairs

• We try and resolve emergency repairs the same day or within 24 hours of you letting us know.
• We've recently had customers asking for a specific appointment time for these repairs, but as they're an emergency we try and get there as soon as we can. We won't always know how long we'll need to be there for until we've assessed the situation.
• Someone over the age of 18 must be present at your home to grant us access. If you or an immediate family member can't be there, we strongly encourage you to arrange for a trusted friend or neighbour to provide access on your behalf.
• Click here to see all types of emergency repairs.

Fast repairs

• We attend to these problems within four working days.
• Click here to see all types of fast repairs.

Standard repairs

• The majority of these repairs will be completed within 25 working days, but there are some that can take up to three months.
• Click here to see all types of standard repairs.

Customer repairs

• There are some faults in your home that we may ask you to take care of.
• Click here to see what is your responsibility.

Planned repairs and replacements

• Sometimes when we investigate a fault, we may decide you need a full replacement rather than a repair, for example, and old kitchen or a bathroom.
• When this is the case, you may need to wait longer than a standard repair because we will schedule it into our planned repairs programme, which may take up to 12 months.
• Of course, if work is needed sooner to make things safe we will carry out a temporary repair and carry out the full replacement at a later date.