We are dedicated to providing quality, safe, and affordable homes for all of our residents.
We believe that housing is more than just a roof over your head, it is about creating a space where you and your family can thrive. We understand that a well-maintained home contributes to your overall well-being and quality of life. That is why we are committed to continuous improvement, listening to resident feedback, and adopting best practices in property management. The purpose of this policy is to give clear guidance on responsibilities, including:
- Inspections and access
- Residents’ responsibilities
- The no access escalation process
- Timescales for works
- Our responsibilities.
Here's what you need to know
Our responsibilities
- We’ll keep your home in good repair and complete repairs we’re responsible for.
- Examples include: electrics, plumbing, damp and mould treatment, structural repairs, and communal areas.
Your responsibilities
- Look after your home and carry out repairs you’re responsible for (see your tenancy agreement).
- Report issues promptly and give us access for inspections and repairs.
- Keep pets secure and areas clear during visits.
Fencing
- Fencing is usually your responsibility.
- We’ll repair or replace fencing if there’s a health and safety risk (like a drop in ground levels) or if it borders a public right of way.
- Extra help may be given if you meet vulnerability criteria or there’s antisocial behaviour risk.
Damp and mould
Reduce risk by:
- Heating your home at a steady low temperature.
- Ventilating and opening windows when cooking or washing.
- If you have a medical condition affected by damp and mould, repairs are prioritised.
Reporting a repair
- Give as much detail as possible (photos help).
- We’ll confirm timescales and may need follow-up visits.
Repair timescales
- Emergency: Make safe within 1 day.
- Urgent: Within 3 days.
- Routine: Within 21 days.
- Damp and mould: Routine damp and mould within 14 calendar days, damp and mould affecting a resident with a medical condition that could be made worse: 7 calendar days, damp and mould posing an immediate risk to a resident for medical reasons: Inspect within 24 hours and consider if a decant is necessary.
treatment to reduce the risk to the resident) - Planned works: Within 12 months.
Appointment days and times
- Monday to Friday, 8am–5.30pm.
- Morning: 8am–1pm | Afternoon: 12pm–5.30pm.
- Out of hours: emergencies only (make safe service).
Access and inspections
We may need to visit for:
- Safety checks (gas, electrical, fire).
- Repairs, planned works, surveys.
- Someone over 18 must be home.
- If access is refused, it may be escalated or, in emergencies, we may enter without notice.
Contents insurance
- We don’t cover your belongings.
- Consider home contents insurance for peace of mind.