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    Maintaining your home 

    To make sure your home is safe and well maintained, we need you to work with us to report repairs that we are responsible for. You need to look after your home and do the repairs that you are responsible for. 

    Our self-help tool will offer guidance on which repairs we are responsible for.

    Repairs self-help tool 

    If you are a shared owner or leaseholder, you can find out more here. 

    In response the latest advice from the government, we've had to make a number of changes to the services we deliver to you. Please visit our coronavirus (COVID-19) page for more details. 

    How soon will the repair be done?

    We prioritise repairs depending on their severity and their impact on you and your home. When scheduling your appointment we will take into account any vulnerability or medical need that you have told us about. If you need to update us about your circumstances, please contact us.

    • Emergency Repairs

      This priority is used when there is an immediate risk to your health or security or serious damage to your home. We will make it safe but may have to return to finish the repair at a later date if we attend outside of normal working hours. 

      Target response time: By the end of the next day

    • Urgent Repairs

      This priority is used where there is a risk to the resident’s health or security.

      Target response times: within three full days.

    • Routine Repairs

      This is used for most standard repairs where there is no risk to health or security. These repairs will be  completed by appointment made with you.

      Target response times: within 21 full days.

    • Planned Repairs

      Some repairs involving large scale replacement or improvement work may by scheduled outside routine repairs.

    • Further Works

      If we identify further work during your repair, we will advise you when these will be completed.

    You can also view our full Maintaining Your Home standard.


    When you report a repair we will either give you an appointment time or our contractor will call with a time slot that suits you. If you cancel the appointment later than 10am on the day, or if you are not in at the scheduled time we will charge you £20. Likewise, if we cancel later than 10am on the day of the appointment, we'll pay you £20. 

    Always ask for proof of identity before letting anyone into your home. This includes staff from West Kent and anyone working on our behalf. If you’re not sure just give us a call.

    Out of hours

    If you report a repair outside our normal working hours, you’ll get help with your emergency and once it's been made safe (and if necessary), we can follow this up with you when we re-open.

    Our out of hours is a make safe service, not a full repair one. This may mean that substitutes such as bottled water or fan heaters are provided until. You can see what we class as an emergency in our Maintaining your Home standard.