When reporting a repair and whilst repairs are being carried out you should:

Report repairs to your home, including communal areas, in a timely manner

Provide sufficient information to allow us to fully diagnose and complete your repair

Treat our employees, representatives, and contractors with respect

Refrain from smoking while our employees, representatives, and contractors are in your home

Where possible ensure the work area is clear of furniture, belongings, and pets

Ensure there is an adult (16+) present for the duration of your repair appointment

Inform us if you need to cancel or amend your appointment

Inform us of any individual circumstances that may impact how we complete your repair

Allow us reasonable access to your home to complete an inspection or a repair to ensure the problem can be rectified as quickly as practicable

If you already have a repair appointment booked and you’d like to change it to an evening or to a Saturday you can do so through the link on your appointment confirmation message.

Emergency repairs, we will attend within 4 hours to make it safe and complete the initial repair within 24 hours.

Urgent repairs, we will complete within 5 working days

Routine repairs, we will complete within 10 working days

Scheduled repairs, we will complete within 25 working days

Task orders, we will complete between 30 to 90 working days

We will always treat you and your home with respect by delivering our services in a courteous and professional manner.

Where decoration is damaged and the damage in our view was avoidable, we will make good or agree a suitable resolution with you. Where damage to decoration during the completion of a repair is unavoidable decorating remains your responsibility.

We will carry out repairs to empty homes and ensure the properties meet our Lettable Standard prior to letting them.

Where you are actively pursuing your ‘right to buy’ or ‘right to ecquire’ we will continue to carry out repairs to keep your home wind and watertight. We will continue to provide emergency repairs relating to health and safety and statutory compliance. However, no major modernisation,planned maintenance or improvement works will be carried out to your home during this period

If your repair is a non emergency appointment you can track the progress of your repair using My Livin app and portal.

We will keep you informed about repairs to your home with clear and timely communication. As a minimum we will contact you when we confirm the appointment, the day before the appointment and on the day of the appointment when the operative is on route.

We will also contact you if we need to change or cancel an appointment.

We will tell you if the work is going to take longer than planned and we will inform you when we believe a repair is your responsibility and the reasons why.

Where a follow up visit is required to complete a repair we will provide you with the follow up appointment at the end of the visit. Where specialist materials are needed and an appointment cannot be provided, we will normally provide you with progress updates every seven working days until the appointment to complete the work is confirmed.

Where a repair cannot be completed as components need to be replaced or a technical inspection is required, we will normally provide progress updates to you every seven working days.