Repairs

Classification of Emergency Repairs

Response within 2 hours

• Severe flooding
• Total power failure
• Insecure property

Response within 24 hours

• Follow on work from
• Unsafe power or lighting socket
• Total loss of water supply
• Partial loss of gas supply
• Blocked flue to fire/boiler
• Total loss of heating/hot water (up to May)
• Major blockages to drains/soil pipes (tel. United Utilities: 0845 746 2200
• WC not working (if there is only one in the property)
• Major leak from heating/water system
• Insecure window or door lock
• Temporary boarding of windows & doors
• Faulty smoke alarms

What do I do if I smell gas?

Make sure you know where the gas tap is so that you can turn it off in an emergency. If you smell gas, turn off the supply and telephone 0800 111 999. This is a 24-hour emergency line for gas escapes. They will stop an escape in the home or in the street free of charge.

Do not:

• smoke
• use naked flames
• turn electric switches on or off

Do: Open all windows and doors

For more information on repairs

Our Repairs Information gives details and advice including:

• Repairs we are responsible for and repairs that are your responsibility.
• How long it will take to carry out a repair
• Home improvements
• Decoration allowance
• Right to Repair Legislation
• Gas servicing

Awaab's Law: making homes safer for everyone

From 27 October 2025, Awaab’s Law comes into effect across England. This new legislation is designed to make sure that social housing homes are:

• safe
• healthy
• free from hazards such as damp and mould

The law is named in memory of Awaab Ishak. He was a two-year-old boy who died in December 2020 as a result of exposure to mould in his family’s social housing flat.

His death highlighted the urgent need for stronger legal protections.

The new law means that landlords must act quickly when health and safety issues are reported.

Awaab’s Law forms part of the Social Housing (Regulation) Act 2023. It sets out clear, legal time-frames for investigating and repairing serious hazards in tenants’ homes.

What the law means for tenants

All social housing landlords must follow strict timelines when dealing with disrepair complaints. This includes damp, mould, and other hazards that could affect health and safety.

Here’s what the new rules mean:

• investigation - landlords inspect and assess the issue
• emergency repairs - hazards posing immediate risk must be fixed within 24 hours
• repairs and remediation - further work must be completed within a reasonable time-frame
• tenant communication - tenants are kept informed from report to repair. This includes written summaries for further work

Our commitment to you

Your safety and wellbeing are our top priority. We’re fully committed to:

• meeting the requirements of Awaab’s Law
• ensuring that every home we manage is safe, well maintained, and comfortable to live in

What you should do

Report any emergency repairs or hazards within your home as soon as you become aware of them.  

Contact us to let us know

If you have already reported a problem and are worried it has not been fixed, please contact us again for an update.

Working together for healthy homes

We want every tenant to live in a home that is safe, warm, and comfortable. Awaab’s Law strengthens your rights. It helps us make sure that problems are dealt with quickly and effectively.

By working together - tenants reporting issues promptly and us responding swiftly - we can make sure no one has to live in conditions that could harm their health.

Damp and mould

One of the most common issues covered by Awaab’s Law is damp and mould. In most cases, it’s caused by everyday condensation. It's unpleasant, but usually straightforward to manage.

Condensation occurs when warm, moist air and steam come into contact with a cold surface. If this moisture builds up over time, mould can start to grow.

For information on the causes of condensation and how to reduce it, please watch the videos below or read this information leaflet.

Videos

Damp & Condensation on your Home (video)
Causes of Condensation (video)
Reducing Condensation (video)

If, despite taking steps to prevent mould, the problem persists, please get in touch so we can arrange for a surveyor to visit and investigate.

Please also report any repair issues that could cause damp in your home, for example leaking gutters or pipes.

Contact us to let us know

Disrepair Claims

We’re aware that some of our tenants are being approached by claims management companies encouraging and putting pressure on them to make a claim against us for disrepair.

These companies are not always what they seem. They may not give you all the information you need before you agree to work with them, and they could put you at serious financial risk.

As your landlord, we’re here to help and look after you and your home. We want to protect you from these companies and explain the factors and risks you need to consider if you’re thinking of making a claim.

Please take a moment to read our news item warning about disrepair claims companies.

Rechargeable repairs

We will seek to recover the cost of repair work from tenants who abuse or mistreat their property. Wilful damage includes holes in doors, damage to plaster, light/power sockets or any other repair or improvement caused by tenant neglect.

For more information, read our guidance on how to avoid rechargeable costs.

Will the Council carry out improvements to my home?

Every year planned maintenance works are carried out to certain properties. These works are planned in advance to make sure our properties do not fall into disrepair, that they have modern facilities, are warm and efficiently heated and meet health and safety standards.

There is a ‘Decent Homes Standard’ for all social housing set by the Government. 100% of our properties currently meet this standard and we continuously undertake work to ensure this is maintained.