Changes to our Repairs Handbook

We want to let you know about some changes we’ve made to update and improve our Repairs Handbook , to make it easier for you to understand what’s our responsibility and what’s down to you.   

The guide is divided into sections for different areas of the home – such as kitchens, bathrooms, electrical and gas – to make it easy for you to find the help you need. Within those sections, you’ll see advice for common repairs as well as a simple grid that tells you where it’s our responsibility to fix something or yours.   

Please make sure you check the Repairs Handbook before reporting a repair to us . When you do report a repair, these changes will also make it easier for our colleagues to make sure your report ends up with the right department first time.   

These changes are part of our wider plans to make improvements to our repairs service. We’ve been working hard behind the scenes to reduce our backlog of repairs and are bringing forward appointments where we can – we’ll be in touch with any customers who we can see sooner than planned. In the meantime, our priority to attend emergency and urgent repairs stays the same and gas compliance remains vital to keep you safe, so please keep your appointment when your annual gas safety check is booked in.   

We’ve also been listening to your feedback and making improvements. We’re trialling the use of SMS in our Planning team to rebook appointments and operatives should now be confirming any follow on repairs appointments with you before leaving your home. From next month, you’ll be able to see any open communal repairs when you log into the portal so you know what’s going on . We’re also starting a full review of our repairs process in May, and we’ll keep you updated on any outcomes.   

More customers are booking their repairs on our portal, MyGolding . It’ s still the quickest and easiest way to report a repair, so please make this your first point of contact if you can.   

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