What is the repairs and maintenance service?

Our service manages all repairs and maintenance, repairs to empty properties, minor work and planned programmes of work for Newcastle City Council’s housing. We aim to provide good quality repairs, and get them right first time!

We try our best to make appointments at times to suit you. It is important that you are at home for your repairs appointment. If you are not in when we call it costs our service money and we may charge you for this.

Visit the Reporting Repairs section to find out more about the service

What can I expect from the service?

• We will publish how you can report repairs in our tenant handbook and on our website.
• We will publish the repairs that are your responsibility. If you want us to carry out these repairs we will do so and charge you.
• We will make sure that all workers provide identification, have the skills they need to carry out your repair, use good quality materials, tidy up after all work we do and treat your home with respect.
• Wherever possible we will try to complete your repair as agreed with you. If, however, we have to cancel your repair or appointment we will contact you to rearrange it at a convenient time for you.
• We have an allowance scheme for you to make a claim if there is an unreasonable delay in carrying out your repairs.
• We will monitor the performance and quality of our repairs service.
• We will publish our performance figures at least every three months.
• We will keep a record of all complaints made about repairs and will make sure we pass them to the relevant person to investigate and reply.

Our service standards

• For emergency repairs, we aim to carry out 99% of those repairs within four hours.
• For urgent repairs we say we will carry out within three working days, we aim to carry out 98% of those repairs within that time. 
• For urgent repairs we say we will carry out within seven days, we aim to carry out 96% of those repairs within that time.
• For routine repairs we say we will carry out within 15 days, we aim to carry out 98% of those repairs within that time.
• We aim to complete at least 95% of repairs at the first visit whenever possible.
• We monitor how satisfied our customers are with the service and we aim to achieve at least 92% satisfaction.

Click here to download a full version of the Repairs and Maintenance Service Standards leaflet