We want to inform you about some important changes to our Property Maintenance Service Standards, effective from 1st November 2024.
We are committed to delivering a high-quality repairs service, and have implemented several changes to enhance our response times and overall service quality. These changes are detailed below and in our Property Maintenance Service Standard.
- Emergency repairs
Emergency repairs will continue to be addressed within 6 hours. This policy remains unchanged, and we will aim to attend to these repairs as promptly as possible. - Urgent repairs
Urgent repairs, including those that impact safety or essential services, will be completed within 7 days. - Routine repairs
Routine repairs, which do not pose a safety risk or significantly impact your use of the property, will be completed within 31 days. - Repairs plus/Planned repairs
Repairs Plus and planned repairs, which involve external contractors or major work, are targeted for completion within 12 months. - Fencing & Patios
From the 1st of November 2024, Orwell will no longer carry out fencing repairs. Fences will be gifted to customers, who will then be responsible for their maintenance and repair, except for boundaries alongside public footpaths and communal areas which will remain Orwell’s responsibility.
From this date, Orwell will only provide and maintain two privacy panels between you and your neighbour(s), which will be close-board wooden fences, with the remainder of the boundary marked by chain link fencing. Customers may install their own fences with permission.
Orwell will also provide and maintain one patio directly adjacent to your back door and a path leading to your back gate. Any additional patio areas or multiple paths will be the tenant’s responsibility going forward. Customers may install their own additional patio areas with permission.
Should you have any questions or concerns about an individual repair please contact us on 0345 60 100 30. Repairs can also be reported via our website, visiting the My Orwell customer portal or by downloading the Orwell app.
An updated version of the full service standards is available online below. Printed or accessible versions are available on request.
