Resident Services

A repair is an issue affecting the home, or any landlord-provided fixture, fitting or appliance, that requires attention to keep the property safe, secure, weatherproof and functioning as intended.

Examples of repairs includes:

• Heating and hot water issues such as a boiler breakdown, loss of heating or no hot water.
• Water leaks from pipes, taps, toilets, showers or radiators.
• Electrical faults including faulty sockets, unsafe fittings or recurring power issues.
• Security and access problems such as external doors or windows that cannot be secured properly.
• Landlord-provided appliances that are no longer working correctly and were supplied as part of the tenancy.
• Building and structural issues including roof leaks, external water ingress or significant dampness resulting from a building defect.
• Communal areas issues where applicable, including lighting, entrance doors, pathways and shared drainage systems

Items that are not classed as repairs include:

• General decoration, cosmetic marks, scuffs or minor wear associated with everyday living.
• Routine household upkeep such as replacing light bulbs, smoke alarm batteries (where resident responsibility applies) or other household consumables.
• Lost keys or lockouts, unless the issue has been caused by a faulty lock or security mechanism.
• Damage resulting from misuse, accidental damage or unauthorised alterations to the property.
• Personal appliances, furniture or equipment owned by the resident.

If you are unsure whether an issue is your responsibility or ours, please report it anyway. Our Resident Services Team will review the information provided and advise on the most appropriate course of action.

We understand that repairs are an important part of maintaining a safe, comfortable and well-maintained home. To help us respond appropriately, repairs are prioritised according to their urgency, potential impact on residents and the risk of damage to the property.

The response times below reflect our typical service standards and may vary depending on the nature of the issue, access arrangements, contractor availability and any specialist materials or parts required.

Our approach is guided by relevant legal responsibilities, industry best practice and our commitment to providing clear communication throughout the repairs process.

Target response: Within 4 hours

An immediate repair is an issue that presents a serious risk to the safety of residents or could cause significant damage to the property. If you believe there is an immediate danger, please act quickly and contact the appropriate emergency service before contacting us.

Examples of immediate repairs include:

• A smell of gas or suspected gas leak.
• Fire, smoke or a carbon monoxide alarm sounding.
• Exposed live electrical parts, sparking electrics or a burning smell from electrical installations.
• Severe flooding or a major water leak that cannot be contained.
• A serious security issue, such as an external door that cannot be secured following a break-in.
• Any situation where there is an immediate risk to a person’s safety.

What should I do first?

• If anyone is in immediate danger, call 999 or 112.
• If you smell gas or suspect a gas leak, call the National Gas Emergency Service on 0800 111 999 (24 hours).
• If there is a power cut affecting your home or local area, call 105 to reach your local electricity network operator.
• Where safe to do so, take reasonable steps to reduce further damage to the property.

Contacting Lafford Living

Once the immediate risk has been addressed, please contact us so we can log the issue, arrange any necessary follow-up works and keep you informed throughout the process.

Our emergency contact numbers can be found on our Contact Us page.

Target response: Within 24 hours

An emergency repair is an issue that is not immediately dangerous but is causing significant disruption to your home or has the potential to become more serious if left unresolved. These issues require prompt attention to help protect your comfort, safety and the condition of the property.

Examples of emergency repairs include:

• No heating or hot water.
• A toilet that will not flush, particularly where it is the only toilet in the home.
• A significant water leak that has been contained or a suspected hidden leak.
• Partial loss of electrical power, such as sockets or lighting circuits not working.
• Damage to an external door or window where temporary measures are keeping the property secure.
• Failure of a landlord-provided appliance where the issue significantly affects day-to-day living.

If the issue worsens and presents an immediate risk to people or the property, please follow the guidance in the Immediate Repairs section and contact the appropriate emergency service where necessary.

Contacting Lafford Living

Please report emergency repairs as soon as possible so that we can assess the issue, prioritise the response and arrange any necessary works.

Our emergency contact numbers can be found on our Contact Us page.

Target response: Within 28 working days

A routine repair relates to a non-urgent issue that does not present a safety risk, cause significant disruption to your home or require an immediate response. These repairs are typically minor maintenance issues that can be addressed through planned works.

Examples of routine repairs include:

• Dripping taps or slow-draining sinks.
• Internal doors that are sticking or require adjustment.
• Small cracks or minor cosmetic issues.
• Loose cupboard hinges, handles or fittings.
• Minor sealant issues where there is no active leak or water damage.

Routine repairs will be assessed and prioritised according to their nature, complexity and any contractor requirements. While we aim to complete routine repairs within our standard service timescales, some works may take longer where specialist materials, parts or access arrangements are required.

Contacting Lafford Living

Please report routine repairs using our online repair reporting service wherever possible, providing photographs and a detailed description of the issue. This helps us identify the problem and arrange the most appropriate response.

Our contact details can be found on our Contact Us page.

Advance notice provided wherever possible

To help maintain the safety, condition and long-term performance of our homes, we may occasionally need to carry out planned maintenance, servicing, inspections or safety checks during your tenancy.

Examples may include:

• Annual gas safety inspections.

• Electrical safety testing and certification.

• Fire safety inspections where applicable.

• Planned maintenance to communal areas and shared facilities.

• Property condition inspections in accordance with your tenancy agreement.

• Improvement works designed to maintain or enhance the quality of your home or neighbourhood.

Where access to your home is required, we will provide reasonable notice in advance and explain the purpose of the visit, any actions required from you and the anticipated timescales.

Our aim is to work with residents to minimise disruption while ensuring homes remain safe, well-maintained and compliant with relevant legal and safety requirements.

Routine repairs should be reported directly to the appointed maintenance contractor using the contact details provided in your Tenant’s Handbook and welcome information. Reporting issues directly helps ensure repairs are logged, assessed and responded to as quickly as possible.

When contacting the contractor, please provide a clear description of the issue together with any relevant information that may help identify the problem.

We are committed to providing a high standard of service and resolving concerns fairly, professionally and as quickly as possible. If you are dissatisfied with any aspect of our service, we encourage you to let us know so that we have the opportunity to investigate and put things right.

Step 1: Contact Our Team

Raise your concern through the resident portal, by email or by telephone. We aim to acknowledge all complaints within two working days and will work with you to understand the issue and seek a resolution.

Step 2: Formal Review

Where a concern cannot be resolved informally, it will be referred for formal review by a manager. We aim to provide a full response within 10 working days, keeping you informed if additional time is required.

Step 3: Escalation

If you remain dissatisfied following our review, we will explain the available escalation options, including access to any relevant government-approved redress scheme where applicable. We will also provide details of any further internal review process and next steps.

Step 4: Independent Standards

As members of the National Residential Landlords Association (NRLA), we are committed to operating in accordance with recognised professional standards and industry best practice. If you believe we have fallen short of these standards, please tell us so that we have the opportunity to investigate and improve.

Our aim is to learn from feedback, continually improve our services and provide a positive experience for all residents.

We are committed to protecting your personal information and handling it responsibly. Any information you provide to us will be processed in accordance with our Privacy Notice and used only for legitimate tenancy, property management and customer service purposes.

We believe that renting should be transparent and easy to understand. Information about permitted payments, tenancy deposits, holding deposits and other charges permitted under the Tenant Fees Act 2019 can be found in our Lettings Statement.

Examples of permitted payments may include:

• Rent payable in accordance with your tenancy agreement.

• Refundable tenancy deposits, subject to legal limits.

• Refundable holding deposits where applicable.

• Charges permitted by legislation, including lost keys, lock replacements or late rent payments where allowed under the tenancy agreement and relevant regulations.

If you have any questions about how your information is used or the payments associated with your tenancy, our team will be happy to provide further guidance.

Notice requirements are set out within your tenancy agreement.

Residents are generally required to provide at least two full calendar month’s written notice, although tenancy arrangements and future legislative changes may affect notice periods.

Our team will be happy to explain the requirements that apply to your individual tenancy.