Repairs and Maintenance - Service Standards


Property Maintenance booklet coverWhat 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

  • We aim to carry out 99.5% of emergency repairs within our four hour timescale.
  • We aim to carry out 99% of urgent repairs within our one, three or seven day timescale.
  • We aim to carry out 99% of routine repairs within our 15 day timescale.
  • We aim to complete at least 98% of reapirs at the first visit whenever possible.
  • We aim to achieve at least 92% customer satisfaction.
  • We aim to keep at least 97% of appointments that we have made for repairs.
  • We aim to carry out an annual gas safety check and issue a gas safety certificate for 99.9% of all properties we manage.

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

Local offers

Local offers are commitments that have been designed by tenants to improve housing services.  We talked to lots of tenants to find out what is most important to them to help us improve. One of our local offers for 2012-2013 will be delivered by the repairs and maintenance service: