Planned maintenance

We know how important it is to keep your home in good condition. So as well as providing a responsive, day-to-day, repairs service, we also take a planned approach and have a stock investment programme. 

By taking a planned approach we’ll maintain the structure of your homes, reduce the number of day-to-day repairs needed and make financial savings.

Frequently asked questions

During the works

What happens if I have a problem outside of normal working hours or at the weekend?

To report a problem outside of normal working hours please call 01293 438111.

What time do the operatives start and finish?

The operatives work from Monday to Friday 8am to 5pm.

Will you let me know if the operatives are not coming?

Yes. We will keep you informed of dates and times when the operatives will be working on your home.

How can I be sure the operatives are genuine?

The operatives will be wearing identification badges with photographs and high visibility clothing. If you require any clarification please contact your Tenant Liaison Officer.

Members of my family have breathing difficulties. Can you avoid creating dust while you work?

It is possible that some of the work will create dust and it is very difficult to avoid this, but with your help we will try to reduce it by
opening all windows and making sure doors are closed. If you are badly affected by dust we recommend you leave the property while we are working, but please ask a family member or friend to be present in your home while works continue.

I have a baby and need a constant supply of water and heating. Is this possible?

We will provide constant water and heating if we can, but please discuss this with us before works start.

Do you mind if I leave my child at home whilst the operatives are there?

The operatives are not allowed to work on any home where there is a child under the age of 16 unsupervised by a responsible adult. Do not leave children at home without an adult while the operatives are there.

Please keep children safe by not allowing them in areas where we are working and supervising them closely whilst there are works being done at the property. You are responsible for health and safety of your children while we are working at your home.

Can I keep my pets in the property while the work is going on?

It is your responsibility to keep your pets safe. If you want them to stay in your home while we are working, please keep them away from the work area. If you cannot keep them away from the work area you should arrange for them to stay somewhere else temporarily.

Will you protect my carpet during the work?

We always use dust sheets and other protective materials.

What if the work creates rubbish?

The operatives will take all rubbish away as they work.

Will you show me how to use the new systems you install?

Yes. When we have finished all the work we will give you a demonstration of your new systems and provide instructions.

After the works

What if I am not happy with the work when they have finished?

There is a complaints procedure you can follow if you are not happy with the work.

Satisfaction survey

If we have completed planned works to your home, tell us how we did in the satisfaction survey. Your views will help us to make sure we are delivering the best possible service. You can complete the survey via the green button at the top of this page.

Please note that our contractors, Wates and Liberty, have new branding. The documents below will be updated soon to reflect this. Find out more about the changes.