Repairs Standards

English Rural Repairs And Maintenance Repairs Standards

Repairs Standards

At English Rural, we’re committed to keeping your home safe, well maintained, and in good condition. Our repairs service aims to make it easy for you to report issues, understand what to expect, and receive a reliable and timely response.

We carry out repairs to maintain your home and communal areas to a good standard. Some repairs are our responsibility, while others belong to you as the resident — these are set out in your tenancy agreement and explained in our Resident Handbook.

How to Report a Repair

You can report a repair in several ways:

Online: through your My English Rural account — available 24/7
Phone: 0800 121 4422 or 020 7820 7930
Email: info@englishrural.org.uk
Emergency (outside office hours: 9am-5pm, Mon-Fri): 0800 046 9985

Please give as much detail as possible to help us respond quickly.

Our Repairs Timescales

We categorise repairs by urgency to make sure the most serious issues are dealt with first:

Type of repair	Examples	Our target response
Emergency Repairs	No heating or hot water in winter, serious leaks, total loss of power, blocked main drains, or situations that pose a health or safety risk.	We’ll attend within 24 hours to make the situation safe.
Health & Safety	Damp & mould investigations and HHSRS (Housing Health and Safety) issues.	We’ll attend within 7 days to make the situation safe.
Urgent Repairs	Partial loss of power or water, minor leaks, faulty locks, or broken windows that affect security.	We’ll arrange an appointment within 14 calendar days.
Routine Repairs	Internal joinery, plastering, doors, fencing, or non-urgent repairs.	We’ll complete within 30 calendar days.
Planned or Major Works	Larger or recurring repairs such as roof, kitchen, or bathroom replacements.	We’ll let you know the timescale and plan this as part of our maintenance programme.

When We’ll Keep You Informed

You’ll receive confirmation when we log your repair.
Our contractor will contact you directly to arrange a suitable appointment.
If a job is delayed, we’ll tell you why and give you an updated completion date.
You can track progress and provide feedback through My English Rural.

Your Responsibilities

You are responsible for minor repairs and general upkeep such as:

Changing light bulbs and fuses.
Bleeding radiators.
Replacing toilet seats, plugs, and chains.
Keeping your home ventilated to prevent damp and condensation.

Full details are available in the Resident Handbook.

Feedback and Complaints

If you’re not happy with how a repair has been handled, please let us know so we can put things right. You can contact us directly or make a formal complaint through our Complaints and Feedback page.

We regularly review our performance and publish updates as part of our Tenant Satisfaction Measures and annual performance reports, in line with the Regulator of Social Housing’s Consumer Standards.