How quickly will my repair be completed

We aim to provide a friendly, efficient and responsive repair service to tenants by using our own in-house repairs and maintenance team.

This section provides information on our repair service. If you have any further questions about our repair service, please see the Tenant Handbook.

What if I’m out when the repairs team visit?

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.

How quickly will my repair be completed?

This will depend on the problem you are reporting, we will prioritise problems with your home based on the details you provide us when you report it to us.

Most problems will fit into one of the following categories.

Emergency

Within 24 hours

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.

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).

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

Routine

Within 20 working days

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.

Servicing

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. Reasonable access must be given to Cornerstone and our contractors, failure to do so may result in legal action being taken.

Planned or regular maintenance

This work is not required to be completed immediately, but is required to keep the property in long-term good order.
Planned work requires specification and planning and is generally grouped together and then carried out as part of a programme of works.

It includes things like:

  • roof repairs
  • kitchen or bathroom replacements
  • whole home improvements

Regular maintenance includes things like:

  • external painting and decorations
  • grounds maintenance
  • cleaning

For further details on what response times you can expect, please see the Tenants Handbook.

We make every effort to complete repairs within target times. We hope you will understand, however, that in a small number of cases it may not be possible to complete a repair within the target time, for example where a spare part is not available or in extreme weather.

If for any reason you are not satisfied with the standard of service you received on a repair, please do let us know.

Will I be charged for a repair?

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.

How often can I expect a gas safety check?

We have a statutory obligation to check all gas pipework and appliances under our ownership on an annual basis. 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.