Customer Services
Emergency, Urgent and Routine Repairs
We split the types of repair into three main categories (depending on how urgent the work is). Each has a maximum target time limit to complete the job.
Emergency
Emergency repairs are mainly those that have serious effects on people or damage to your home.
They include, but are not limited to:
- a water leak that cannot be contained
- a total loss of electrics or water
- fire damage and flooding
- major structural damage
- repairs to doors and windows where your property is not secure
- serious blockages to main drains (or blocked toilet if it is your only one)
- a complete loss of heating where no temporary heating is available;
- a broken-down lift
- offensive or discriminatory graffiti.
You will not have to wait more than 24 hours for a contractor to come to your home and make it safe.
Please note that we may have to return at a later date to complete a full repair.
Urgent
Urgent repairs are those that are inconvenient, affect your comfort and which, if left incomplete, may cause damage to your home. This includes but is not limited to:
heating and hot-water breakdowns (the contractor will always try to visit within 24 hours but if parts are needed to complete the repair, a second visit may be needed)
minor leaks and blocked drains and pipes
faulty electrical fittings and minor electrical faults
leaking roofs
You will not have to wait more than 7 calendar days for our contractor to complete this type of repair.
Routine
Routine repairs are those that cause inconvenience to you but are not urgent and do not pose an immediate risk to your health and safety. This includes but is not limited to:
- repairs to walls outside
- repairing and replacing individual kitchen units
- replacing door and window furniture (if there is no safety or security risk)
- repairs to plasterwork
- replacing wall and floor tiles
- minor plumbing work and replacing taps
- repairing and clearing guttering and downpipes
- minor roof repairs.
You will not have to wait more than 28 calendar days for our contractor to complete this type of repair.
Arranging an appointment
Wherever possible we will agree an appointment that is convenient for you and us. This will normally be either a morning or afternoon appointment but if there are certain times that you are not able to be at home (for example, if you are taking or collecting children from school) do let us know and we will do our best to help.
If your circumstances change and you are unable to keep your appointment please let us know as soon as possible. We can then rearrange your appointment and give your old appointment slot to someone else.
If you have an emergency repair, we will try to give you an idea of when you can expect someone to visit you but we may not be able to give you a precise time.
How can I let you know what I think of the repairs service?
After the repair has been carried out we will call you to ask a couple of questions to make sure that you are happy with the work we have done. We really do appreciate your views on our services and we do make changes to our service based on the feedback you give us.
Repairs for frail, elderly and disabled people, and for supported housing service users
We understand that if you are frail, elderly or disabled or are a supported housing service user things that go wrong in your home can be more than just an inconvenience. We will always prioritise repairs for frail, elderly or disabled customers and supported housing service users, particularly for things like broken heating systems where your health may quickly be affected if the system is out of action.
If you live in a care home or in sheltered housing we will automatically give your repair request a higher priority.
Emergency repairs - We will aim to visit your home and make safe an emergency repair within four hours of you reporting it to us.
Urgent repairs - We will aim to complete your repair within 24 hours of you reporting it to us.
Routine repairs - We will aim to complete your repair within 7 days of you reporting it to us.
Circle energy savers
- Get handy energy-saving tips from our Energy Savers website >
- Watch our energy saving films >
House Exchange
Click house exchange website for details of how you can join the scheme and exchange your home.
