We know that an effective and reliable repairs service is important to you. That’s why at Pine Court Housing we’re working hard to provide a faster response to new repair requests.

Types of repairs

Depending on the type of repair you need, we will respond within the following timescales:

  • Emergency Repairs – completed within 24 hours
  • Non-Emergency Repairs – completed within 10 working days

Pine Court promises to take no longer than the above timescales to complete your repairs and we’ll always try to complete your repair sooner, especially in homes with vulnerable occupants (such as elderly people or children).

Service Standards

To help inform improvements to tenant satisfaction we have developed a clear set of repairs and maintenance service standards, in close consultation with our tenant scrutiny team.

These standards are reviewed annually and details are contained in our Repairs & Maintenance policy document which can be viewed HERE.

Emergency repairs

Emergency Repairs are repairs that when logged will be completed within 24 hours.

Examples of ‘Emergency Repair’ work:

  • Problems with pipes
  • Leaks
  • Electrical faults

Non-Emergency repairs

Any routine works reported will be completed within 10 working days of the initial appointments which will be scheduled at a time convenient for the tenant. When you report a non-emergency repair, you will be offered a specific morning or afternoon when the contractor will carry out the work.

There is generally no need to send out a maintenance inspector. In most cases the contractor will assess and carry out the job at the same time. In the minority of cases if this is not possible, they will assess the job during the initial appointment, and give you a second appointment to complete the work.

Examples of ‘Non-Emergency Repair’ work:

  • Broken door handle
  • Door sticking
  • Toilet not flushing

Reporting a repair

To report a fault or request a repair to your property, call the Pine Court office on 0151 709 6878. You should also call this number for gas repairs.

Rechargeable repairs

Although we are responsible for most major structural repairs to our properties, some are the responsibility of the tenant.

These are usually caused by damage or negligence and are called ‘rechargeable repairs’ and so the tenants will be liable to pay for the repair work.

If you have any questions about this, call the Pine Court office on 0151 709 6878.