As your landlord, we have a legal duty to carry out certain repairs and services when needed. We will:

  • Respond to emergency repairs within 24 hours and within two hours if there is a threat to health, safety or security
  • Offer appointments for non-emergency repairs within 10 days of the repair being reported
  • Carry out an annual gas safety check on all PCHA properties
  • Provide customers with an appointment at the earliest opportunity for when a non-standard, manufactured item can be supplied and completed

Our operatives will:

  • Wear a photographic identity card when visiting your home
  • Explain how long they will take to complete their work and how it will affect you
  • Treat you and your home with respect, using appropriate covers and screening

We will assess our service standards by:

  • Reporting on the number of repairs completed on time
  • Reporting on the number of appointments made and kept
  • Reporting on the number of gas safety checks carried out
  • Maintaining an asbestos register for our properties
  • Keeping a record for all aids and adaptations and the progress made
  • Inspecting a sample of repairs to ensure a quality service
  • Conducting customer surveys to get your views on the speed and quality of the work carried out and reporting on the results in our annual Value for Money report