We are dedicated to providing quality, safe, and affordable homes for all of our residents.
We believe everyone should be able to live safely, comfortably, and independently in their home. We understand that health conditions, disabilities and changing circumstances can affect how people use their home over time. That is why we are committed to working with residents and partner agencies to support individual needs wherever possible.
The purpose of this policy is to explain how we manage requests for aids and adaptations, how decisions are made, and what residents can expect from us throughout the process.
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.