Housing repairs policy

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We have updated our housing repairs policy to make repairs services clearer, fairer, and more consistent for tenants and leaseholders.

The previous policy contained some areas where responsibilities and repair priorities were not always clearly defined, which could sometimes lead to confusion, delays, or inconsistent decisions.

The new policy introduces a simpler and clearer framework explaining which repairs are the responsibility of the council and which are the responsibility of tenants. It also creates a more consistent approach to repairs across tenant and leaseholder homes and communal areas.

Under the updated policy, the council remains responsible for repairs to structural parts of buildings, drainage within property boundaries, ventilation systems, communal areas, and important building safety systems such as fire alarms and communal lighting. Tenants continue to be responsible for day-to-day household upkeep and repairs caused by damage or misuse.

The revised policy also places a stronger focus on health and safety, particularly in relation to damp and mould. The policy now reflects the requirements of Awaab’s Law and housing safety standards, helping to ensure that issues affecting tenant and leaseholders’ health are assessed quickly, investigated properly, and resolved within appropriate timescales.

Clearer repair response times have also been introduced. Emergency repairs will be made safe within 2 hours, urgent repairs will be attended within 5 working days, and standard repairs will be completed within 25 working days. Some repairs covered by Right to Repair legislation may have shorter legal timescales.

Overall, the updated policy is designed to improve communication, increase consistency, support safer homes, and provide tenants and leaseholders with a clearer understanding of how repairs services will be delivered going forward.

Results

We received 342 survey responses - 79% were from tenants and 21% from leaseholders.

The responses showed overall support for the policy, with the principal feedback relating to how the council explains, communicates and delivers the service in practice.

The key survey results were:

  • 78.9% said the policy was very clear or mostly clear.
  • 77.8% agreed or strongly agreed with the clearer separation between council and tenant/leaseholder repair responsibilities
  • 71.6% felt the policy was very fair or mostly fair
  • 92.1% agreed or strongly agreed with the stronger focus on health and safety issues, including damp and mould.
  • 75.8% felt the policy clearly explains what people can expect from the repairs service.
  • 64.6% supported or strongly supported the proposed policy changes overall.
  • 21.3% felt something important was missing, 32.5% said nothing was missing and 46.2% were not sure.

The strongest support was for the policy’s focus on health and safety, particularly damp and mould. This supports the council’s wider work to improve safety, comply with legal and regulatory requirements and ensure that tenants and leaseholders are safe in their homes.

Some feedback raised questions about how the policy will work in practice. This included questions about leaseholder responsibilities, planned works, major works, appointments, contractor updates, complaints, compensation and communication.

This feedback received has been considered in finalising the policy and will also inform its implementation and the way we communicate with tenants and leaseholders about the repairs service.

For more details on the consultation results, see the Cabinet report and key results in the ‘Documents’ section.

The updated housing repairs policy is also available and will be effective from 1 October 2026.

We have updated our housing repairs policy to make repairs services clearer, fairer, and more consistent for tenants and leaseholders.

The previous policy contained some areas where responsibilities and repair priorities were not always clearly defined, which could sometimes lead to confusion, delays, or inconsistent decisions.

The new policy introduces a simpler and clearer framework explaining which repairs are the responsibility of the council and which are the responsibility of tenants. It also creates a more consistent approach to repairs across tenant and leaseholder homes and communal areas.

Under the updated policy, the council remains responsible for repairs to structural parts of buildings, drainage within property boundaries, ventilation systems, communal areas, and important building safety systems such as fire alarms and communal lighting. Tenants continue to be responsible for day-to-day household upkeep and repairs caused by damage or misuse.

The revised policy also places a stronger focus on health and safety, particularly in relation to damp and mould. The policy now reflects the requirements of Awaab’s Law and housing safety standards, helping to ensure that issues affecting tenant and leaseholders’ health are assessed quickly, investigated properly, and resolved within appropriate timescales.

Clearer repair response times have also been introduced. Emergency repairs will be made safe within 2 hours, urgent repairs will be attended within 5 working days, and standard repairs will be completed within 25 working days. Some repairs covered by Right to Repair legislation may have shorter legal timescales.

Overall, the updated policy is designed to improve communication, increase consistency, support safer homes, and provide tenants and leaseholders with a clearer understanding of how repairs services will be delivered going forward.

Results

We received 342 survey responses - 79% were from tenants and 21% from leaseholders.

The responses showed overall support for the policy, with the principal feedback relating to how the council explains, communicates and delivers the service in practice.

The key survey results were:

  • 78.9% said the policy was very clear or mostly clear.
  • 77.8% agreed or strongly agreed with the clearer separation between council and tenant/leaseholder repair responsibilities
  • 71.6% felt the policy was very fair or mostly fair
  • 92.1% agreed or strongly agreed with the stronger focus on health and safety issues, including damp and mould.
  • 75.8% felt the policy clearly explains what people can expect from the repairs service.
  • 64.6% supported or strongly supported the proposed policy changes overall.
  • 21.3% felt something important was missing, 32.5% said nothing was missing and 46.2% were not sure.

The strongest support was for the policy’s focus on health and safety, particularly damp and mould. This supports the council’s wider work to improve safety, comply with legal and regulatory requirements and ensure that tenants and leaseholders are safe in their homes.

Some feedback raised questions about how the policy will work in practice. This included questions about leaseholder responsibilities, planned works, major works, appointments, contractor updates, complaints, compensation and communication.

This feedback received has been considered in finalising the policy and will also inform its implementation and the way we communicate with tenants and leaseholders about the repairs service.

For more details on the consultation results, see the Cabinet report and key results in the ‘Documents’ section.

The updated housing repairs policy is also available and will be effective from 1 October 2026.