Repairs Service
Getting Repairs Done in Your Home
We understand how important it is to keep your home in good condition. If something breaks or stops working in your home, we want to fix it as quickly as possible.
Most repairs are completed by our own repairs and maintenance team. For some specialist repairs, we may use contractors.
You can report a repair online, by phone or by email. We will ask you for details about the problem so we can work out how urgent it is and what we need to do to fix it.
If you have any further questions about our repair service, please see the Tenant Handbook.
Response Time for Repairs
We know how important it is to fix problems in your home quickly. We group repairs into different types based on how urgent they are. This helps us make sure the most important repairs are done first.

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This is something which has the potential to:
- cause danger to someone’s health and safety or
- cause immediate serious damage and destruction to a property, home or building
Examples include:
- No heating or hot water during winter months (usually between 31st October – 1st May)
- Total or partial loss of electrics to the whole property (multiple lights or power outlets not working)
- Unsafe power, e.g. sparks from electrics
- Total or partial loss of mains water supply (such as no water to entire bathroom, but water in your kitchen)
- An uncontainable leak, e.g. burst pipe, water tank or any leak that is affecting electrics or could cause damage to the property
The service you can expect
- Response within 24 hours
- Where possible, we will complete emergency repairs the same day, but if not possible, within 24 hours of being reported
- In some cases, we will make the situation safe until such time as a routine repair is safe and practical to complete (for example, when a window has been broken, we may board it up and make it safe, but the glass requires ordering to complete the repair)
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These are non-emergency issues and they will be assessed and prioritised based on the type of issue being reported, the level of inconvenience to you and your individual needs.
- We will aim to get to you as soon as possible, but it will be no later than 20 working days
- We may need to arrange for someone to inspect the issue before we book a repair, and appointments may be grouped together based on where you live
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This includes statutory and regulatory requirements such as gas and electrical safety checks etc. and other health and safety works that are required to keep people safe. Failure to regularly complete such safety checks may put you, your neighbours, our staff and Cornerstone’s property at risk.
- Gas safety and servicing appointments will be completed annually
- Electrical safety checks will be completed every five years
- We will check your smoke detectors when we visit
- We will be persistent in accessing your home to complete these checks
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This work is not required to be completed immediately, but is required to keep the property in long-term good order. It includes things like:
- roof repairs
- kitchen or bathroom replacements
- whole home improvements
Regular maintenance including things like:
- external painting and decorations
- grounds maintenance
- cleaning
The service you can expect
- Communal areas to be kept clean and safe
- Green spaces, bin stores, parking areas to be well maintained,
- Planned work requires specification and planning and is generally grouped together and then carried out as part of a programme of works.
- We will give you plenty of notice for major improvements to your home
- We will give choices in relation to certain aspects of improvements, for example tiles, units, flooring
FAQs About our Repairs Service
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If you are out when we call, we will leave a card for you to arrange another visit. If you do not acknowledge this, we will assume the repair is no longer needed and cancel the job.
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We do not charge for repairs resulting from fair wear and tear or defective materials. Repairs arising due to damage caused by negligence or misuse, however, will be charged.
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We have a legal obligation to check all gas pipework and appliances under our ownership every year. For your own safety it is essential that we carry out this work.
If an appointment has been made to carry out a gas safety check and you are not at home when we call, you will be charged £30 for a missed appointment.
Please note that failure to allow us access inside the property will result in legal proceedings to gain entry and you will be liable for any costs associated with such action.