We will deliver an efficient and responsive repairs and planned maintenance service.

We will ensure that all our homes are maintained to a high standard with modern facilities, providing security and comfort for our residents. We will ensure that all staff and contractors employed on our behalf are competent and provide a consistently high standard of workmanship. All our staff and contractors will provide proof of identity before entering your home.

We will:

• relspond to repair requests within the following timescales
• essential repairs within 4 hours
• emergency repairs within 24 hours
• urgent repairs within 7 days routine repairs within 31 days
• routine repairs within 31 days
• log repair requests at the time of the enquiry
• post an acknowledgment and receipt within 1 working day of logging the repair
• offer a pre inspection when the exact nature of the repair can not be easily identified at the time of reporting the repair
• respond to enquiries about outstanding repairs within 1 working day or 5 working days if the enquiry is made in writing
• whenever possible advise residents of the cost of rechargeable repairs in advance of work been undertaken and within 5 working days of the repair request
• undertake an annual gas safety check to all homes with a gas supply and provide you with a gas safety certificate, where appropriate
• publicise the modernisation and improvement programme and cyclical programme for the forthcoming year
• provide residents who are having major works or improvements to their home with choice of fixtures and fittings such as floor coverings, wall tiles and kitchen units
• provide residents who are having major works to their home with an information pack giving key contacts details and timescales of work
• provide residents with the opportunity to complete a satisfaction survey on all repairs, major works, improvements and cyclical works undertaken to their homes
• provide residents with affordable warmth and improve the "SAP" (standard assessment rating) of all homes; and
• where possible use environmentally friendly materials when carrying out work.

You will:

• report any repairs required to your home
• report urgent repairs as soon as possible
• use the out of hour's telephone service for the reporting of urgent repairs only
• keep appointments with staff and contractors employed on our behalf
• allow access to your home for the completion of repairs and cyclical works
• be reasonable about the assessment of urgent and non urgent work; and agree to undertake or pay for any repairs which are required due to deliberate
• actions by you, any member of your household or a visitor to your property.