Repairs, maintenance and improvement

Our repairs and maintenance pages set out how we deal with repairs to our council houses. They cover:

  • Tenants' rights and responsibilities
  • ELC's responsibilities
  • How we categorise types of repairs and maintenance
  • How we deal with each type of repair
  • How we look to improve our service
  • What happens if we have to move tenants to carry out a repair?

When we call

Repairs will only be carried out where a responsible adult is present to allow us access. If no responsible adult is present we will reschedule one further appointment.

If there is no responsible adult to allow entry a second time, we will cancel the repair request, unless doing so would result in a health and safety risk.

If a repair represents a health and safety risk and there is no one at the property during the appointment, we may have no option but to force access to the property. This is detailed in full on the Compulsory Access Procedure page.

You should ensure that the area around the repair is clear before the tradesperson arrives. This may also mean lifting carpets or other flooring, clearing work surfaces, emptying cupboards and taking down curtains or moving furniture away from the area. You are also responsible for re-laying or replacing such items when the work is complete. If you are a vulnerable tenant then you may be offered assistance with this.

For health and safety reasons, you should make sure that pets and children are kept away from the area while work is in progress.

The tradesperson might decide that the water, gas or electricity supply to the property has to be disconnected to allow the work to be carried out. We will advise you of this as early as possible.

Vulnerable tenants

If you are a vulnerable tenant, we may try to schedule repairs faster than normal. We will only arrange this if the reported fault has a negative effect on your condition. We may also offer extra assistance, such as accompanied visits or arranging an interpreter, or other special arrangements that will meet your needs and be appropriate for the repair.

Some examples of vulnerable tenants include:

  • Disabled people who use a wheelchair or walking frame
  • Tenants with an advanced terminal illness
  • Tenants who use medical equipment such as ventilators or kidney dialysis machines
  • Tenants with mental health problems or learning difficulties
  • Tenants whose first language is not English