Our Responsive Repairs Policy has been updated to make it easier to understand how we work together to look after your home.
To keep things simple, we’ve included an easy-to-read table at the end of the document that breaks down what repairs we’re responsible for and what repairs you’re responsible for.
You’ll also notice a few changes, including some new chargeable repairs. We’ve also moved everything related to damp, mould and condensation into its own separate policy, so the information is clearer and easier to find.
The Responsive Repairs Policy (PDF) is now updated our website. If you want to see all our policies, you can find them on the customer policies page.
A big thank you to the customers on our Review Crew that were involved in shaping our updated policy. With your help, we've updated the policy to make sure it reflects the latest regulations.
If you need to report a repair, use your customer portal or give us a call on 0345 366 4404. And you can find out more about repairs on our report and update a repair page on our website.
