Repairs

An emergency can be anything where there is an imminent risk to injury to someone or major damage to your home, such as;

• Flooding or a major leak, with the possibility of ceiling collapse
• Fire
• Unsafe electrics or a total loss of power to the property
• Certain doors or windows not being secure
• No heating or hot water in Winter (or all year round for older or vulnerable residents)
• Sewage overflowing into the home

We’ll aim to attend to emergencies within 24 hours of receiving your call. You, or someone over the age of 18, will need to stay in the property until we arrive, if safe to do so.

For breakdown of boilers, the time of repairs depends on the time of year:

• From 1st October to 31st March, our response to boiler breakdowns will be within 24 hours.
• From 1st April to 30th September, our response will be within 3 days.

You can report emergencies 24 hours a day, any day of the year. If you’re calling on a weekend or when our phonelines are closed, you’ll be diverted to the out of hours contact centre, NPA 24:7.

General repairs (or ‘routine’ repairs) can be booked on your online account where you’ll be able to choose a time which is suitable for you.  Please note our service standard to undertake general repairs is 28 calendar days.

We have several self-help videos which may help you to temporarily fix the problem until our visit, or help you fix the problem all together.

Before booking your repair, please check whether this is something that you are responsible for first.

You have a responsibility to keep your home in a good condition. If damage to your home is caused deliberately or through neglect, you’ll be expected to pay for the repair to be carried out. This is called a ‘rechargeable’ repair. 

Every five years we carry out a ‘stock condition survey’ of your home. This gives us the opportunity to review the condition of the building and facilities, so we may look at the roof, the bathroom, the kitchen etc.

These surveys enable us to plan for when we’ll need to repair or replace certain parts of your home. The survey takes approximately 20 minutes to complete and we’ll make an appointment when it’s due. If you’re being visited by an inspector for another reason, you can ask for the survey to be carried out then, if it’s convenient.

Greatwell Works are part of Greatwell Homes and take care of the repairs in your home. You can book your repairs on your online account where we offer four time slots for you to choose from:

• Morning 8:00 -12.30
• Afternoon 12:30 – 17:00
• School run 9:30 – 14:30
• All day – 8:00 – 17:00