Repairs service standards

The repairs standards we work to, code of conduct.

Our repairs and maintenance service will aim to:

  • arrange an appointment to assess/carry out the repair on the day the issue is reported
  • deliver an emergency repairs service 24 hours a day, 365 days a year
  • respond to emergency repairs within 2-24 hours of them being reported
  • attend any emergency repair within two hours where there is a serious risk to your safety or to the structure of any of our buildings
  • attend urgent repairs within 7 calendar days (from March 2025)
  • attend routine repairs within 28 calendar days
  • give you the opportunity to feedback your views on any completed repair on your property via a satisfaction survey
  • carry out post inspections to works to ensure quality of work/quality of service provided.

Our code of conduct

Whether it’s Haringey operatives or contractors working on our behalf, we all follow a common code of conduct to ensure jobs are carried out in a professional way.

All repairs operatives and contractors should be wearing corporate Haringey branded clothing and/or carry their corporate identity card for added resident security.

The person inspecting or carrying out repairs will treat you and your home with respect, be polite and courteous to you.

We will do our best to arrive during the appointment time slot agreed.

If we’re running late or need to reschedule the appointment, we will contact you as soon as possible.

If we find that a part needs to be ordered, or the repair cannot be completed on the first visit, we will offer you a new appointment before we leave whenever possible.

Where that is not possible, we will get back to you within 10 working days to confirm the next steps.

Sometimes it’s impossible to avoid creating dust, but we will try to keep mess to a minimum, use dust sheets where necessary, and tidy up afterwards.

You, and anyone staying in or visiting your home, may have to put up with some disturbance in your home or in communal areas while we carry out the work. We will try to keep any  disturbances to a minimum.

We won’t enter your home unless there is an adult present – either the tenant or someone who is at least 18 years old.

Workers will not use your facilities or equipment without asking your permission first.

Operatives will not have the radio on without your permission, make personal phone calls, eat, drink or smoke in your home.

We will always follow health and safety procedures and never put anyone at risk.

How you can help us

Please ensure that a responsible adult is present while we carry out the repair.

It may be necessary for you to move furniture or items that are fragile or could easily be damaged to allow the operative access to the repair.

We may ask you to keep family and pets out of the area in which we are working if what we are doing poses a risk.

Right to repair

As your landlord we need to get repairs done within a certain timeframe.

Under the right to repair scheme you can get compensated if your repair is not completed within the required timescales.

For more information, visit the right to repair scheme pages at Citizens Advice.