Major works

​Not all repairs or maintenance work can get done quickly.  Emergency work, which could be a critical health and safety risk for our tenants, is taken forward without delay.  However, non-urgent work is batched together where possible and taken forward in a planned way to minimise disruption to tenants and make the best use of resources.  This may mean waiting longer for some works, as we need to prioritise and plan it, and make sure our annual budgets are spent in a way that makes the best use of public money.

If the repair or maintenance work is to your home, you will get a repair receipt through the post when the work is ordered, letting you know when it will be done. 

If you have a repair receipt and your appointment hasn’t been attended on time, or the target completion date has passed you can also contact our repairs contractor Morrison directly to get an update. 

The number for this is 0333 600 6160, and you must tell them your repair order number.

If the repair is to your home and you need to let us in, please make sure you are at home at the appointment time.  If you are not, the job will be cancelled.  You will then have to call us again to reorder the repair.

We are also exploring the introduction of an on-line system where customers can easily check the progress and status of their repair themselves – either via a computer or a phone app.

If the repair or maintenance work is to a communal area, such as within the landing area of a high rise block, or to communal pathways or paving outside, our repairs team make sure that the local Neighbourhood Housing Office is kept up to date on what is happening. 

Get in touch with them - by visiting your local office, or getting in touch with your NMO direct or through our contact centre – to find out what is going on.   If the work is large scale and will affect lots of people then local residents will receive information by post before it goes ahead. 
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​Emergency and urgent repairs are taken forward immediately.  These include works to burst pipes, gas leaks and total electrical failure, heating breakdowns and so on, and include critical health and safety repairs. 

Other works are then considered in relation to health and safety issues as well as available resources and costs, and batched together where possible by the repairs team. Types of work this might include are repairs to plasterwork inside buildings, guttering, or brickwork pointing.

This helps us to tackle frequent issues in a more organised way, for example one area might have several loose paving slabs and we can get all the necessary work done together rather than on separate orders – saving time and money, and making the best use of public money

​When a repair is ordered and our contractor believes a significant amount of additional work is needed then they contact us to let us know.  We review what they have suggested and agree what work does need to happen. 

Then we will take one of the following actions:

1. Ask them to carry out the work that we have agreed, as quickly as possible; or
2. Batch the work with other similar works to make the best use of time and resources, and plan when it will be done; or
3. Get the work included in our capital investment programmes, led by our investment planning team (e.g. for kitchen or bathroom replacements).

Our repairs team will let you know what has been decided by phone, or by letter if we are unable to speak to you, so that you understand what is happening.