repairs policy updated to focus on customers’ needs

More than 700 customers shared their views in a recent repairs survey and wider consultation activity.

Based on this feedback, believe housing has updated its repairs policy to better reflect what matters most to customers.

The changes are designed to make better use of time and resources, which are under increasing pressure due to rising demand. By supporting customers to manage small repairs themselves, the Property Repairs Team can focus on urgent issues and provide a fair, safe, and efficient service.

New timescales and appointment slots have also been introduced to make it easier to plan and deliver the kind of modern repairs service customers expect from believe housing.

This approach helps prioritise urgent repairs and the needs of the most vulnerable customers, keeping homes safe for everyone. It also meets new legal requirements under Awaab’s Law, which means landlords must act quickly to fix significant hazards caused by issues such as damp and mould.

Key facts about the repairs policy

Small repairs
Customers are responsible for certain minor repairs. This now includes:

  • Refixing or tightening cupboard handles, catches, hinges, doors, and drawer fronts.
  • Unblocking a toilet, sink, or bath.
  • Cleaning condensation and small areas of mould, such as around the edge of a window. If mould keeps returning, is severe, or a customer does not feel confident cleaning it, they should report it to believe housing. This is especially important if the problem could affect their health or appears to be caused by the property.

Appointments
Appointment slots are now more flexible. For external repairs, an appointment will only be scheduled if someone needs to be home.

Timescales
Non-urgent repairs will usually be completed within 28 working days, with larger jobs completed within 60 days

Emergency issues or hazards, such as no heating in winter or dangerous electrics, will be responded to within 24 hours.

More information and support
The updated repairs policy is now in place and can be read at: www.believehousing.co.uk/about-us/policies/

Easy-to-follow DIY guides for the most common repair jobs can be found at: diy home housing repairs | believe housing

Extra support will be provided to customers who need it, ensuring repairs are managed in a way that suits individual circumstances.

If customers are unsure whether a repair is their responsibility, or need help, they can contact believe housing by calling 0300 1311 999 or emailing hello@believehousing.co.uk.

Repairs can also be requested via the customer app or portal.

Customer FAQ guide

  • Clearer repair categories and timescales.
  • New emphasis on DIY self-help guides for minor repairs.
  • Compliance with Safety and Quality Standard and Awaab’s Law.
  • Stronger enforcement of rechargeable repairs linked to tenancy obligations.
  • Use the Customer Hub online portal for quick reporting.
  • Call our repairs line for emergencies.
  • Future updates will include real-time notifications when an operative is on their way.
  • Minor tasks include bleeding radiators, replacing plugs and chains and refixing or tightening cupboard doors, drawer fronts, handles, catches and hinges.
  • Keeping vents clear and cleaning small areas of mould.
  • Maintaining decorative finishes and customer-installed items.
  • Garden maintenance and rubbish clearance.
  • Emergency repairs: within 24 hours.
  • Appointable repairs: within 28 days.
  • Planned repairs: within 60 days.
  • Major repairs: within 60 days.
  • A repair completed using a video call or guided self-help without a home visit.
  • Remote repairs help resolve simple issues faster and reduce waiting times.
  • If damage is caused by misuse, neglect or deliberate action, the cost will be charged to the customer.
  • Linked to the tenancy agreement and enforced under the new policy.
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