Repairs Policy

A Repairs Policy exists which explains our approach as your landlord to managing residents repairs both inside your home or in communal/ block areas where you live.

The policy contains useful information including the different types of repairs categories/ priorities we use and the timescales to complete each of these, the appointment slots we offer, our approach to missed appointments and what types of repairs are our responsibility to fix as your landlord and which are tenants responsibilities.

To view the Repairs Policy and find out more information, click here.

Frequently Asked Questions

We have collated answers to a selection of our most frequently asked questions and answers about Repairs, click here to view them.

12 months after your home has been completed, the building contractor is responsible for repairing any defects, which is known as the ‘Defects Period’. You can book a repair either online or by calling us.

Online: Use our online webform service to identify and report a repair.

Call us: Contact our Customer Care Team on 0208 080 6586. We are open from 8am to 6pm, Monday to Friday. We also have a 24-hour emergency service through the same number.

Appointments

Making appointments

We do everything possible to keep appointments. Please make sure you are in during the agreed timeslot.

If you cannot make the appointment for any reason, please contact us to cancel or rearrange your appointment.

If you are not at home when the contractor calls, we will call you before leaving a card and cancelling the repair.

If we cannot get into your property more than once following agreed appointments, we may charge you for the cost of these visits.

Preparing for the work

We will tell you in advance if we need you to move any furniture or remove any floor covering, such as carpets or laminate.

It is then your responsibility to do this before the contractor arrives. Please contact us if you are unable to do this and have no one else to move items on your behalf.

You need to make sure that everyone is safe while the repair is being carried out. Keep any pets out of the way and keep an eye on children.

Someone over the age of 16 must be present until the repair is completed, so we can check the work with you before we leave and resolve any concerns you may have.

In bad weather conditions, we will always make things safe but may not be able to carry out a full repair. This is for the safety of our operatives.

All our staff and contractors are expected to be considerate and respectful towards you. We expect you and members of your household to behave in a similar way towards them.

Entering your home

You must allow our staff or contractors into your home to inspect and carry out any repairs or improvements.

We will give you at least 48 hours’ notice and will try to arrange to call at a time that is suitable for you.

There are many reasons why we may need to come into your home, including:

  • repairing a door entry phone
  • repairing or improving your windows
  • Inspecting leaks which affect other properties in your block.

In an emergency, we may need to enter your home without giving you written notice.

If this happens, we will try to contact you. If we need to break in, we will make the property safe before we leave.

If things go wrong

Missed appointments

If our contractors miss an appointment without a good reason and without letting you know, you may be entitled to £10 compensation. You can contact us if that is the case.

If you are not satisfied

We do our best to get things right first time, but sometimes things can go wrong.

Please contact us if you are not satisfied so we can do better next time. Your complaint will be recorded and investigated, and we will do all we can to resolve the issue.

Complaints are handled within 10 working days, find out more about how we handle complaints by viewing our complaints policy.

Tenant Satisfaction Measures

As of 1st April 2023, the Regulator of Social Housing’s new Tenant Satisfaction Measures (TSMs) requirements came into effect. The TSMs are intended to help tenants hold their landlords to account in areas that are important to them and improve the quality of social housing. The TSMs apply to Opendoor Homes tenants.

Opendoor Homes are required to annually publish their performance against the 22 TSMs, 6 of these relate to our Repairs service and keeping tenants homes in good repair, including overall satisfaction with the repairs service and percentage of emergency repairs completed within target timescales. To view the latest Opendoor Homes TSM results, click here.