How quickly will maintenance requests be dealt with?

We prioritise maintenance according to the severity of the problem & the risk to residents. An unsafe electrical fault or serious leak is treated differently from a loose cupboard handle.

Our approach

• Emergency: urgent reports can be raised at any time using the building’s emergency contact. We assess the danger immediately & arrange appropriate action.
• Urgent: faults affecting essential facilities are prioritised for assessment & the earliest practical intervention.
• Routine: we aim to acknowledge reports within one working day & arrange repairs in a reasonable timeframe.

Completion times depend on the issue, access, specialist availability & parts. We will explain what happens next rather than promise that every repair can be finished within a fixed number of hours.

Legal standards in England & Ireland still apply. In England, fixed Awaab’s Law timeframes introduced for social housing should not be confused with the requirements for our private build-to-rent apartments.

If your circumstances make a particular fault more urgent, tell us when reporting it.