After holding repairs workshops with tenants, one thing became clear: many people aren’t sure who is responsible for repairs, maintenance, and improvements in their home. 

We realise it can be confusing, so here’s a quick guide to help. This guide explains the main teams and what they’re responsible for. 

Depending on the job, work may be carried out by our in-house team or by trusted contractors we work with. 

Reactive repairs team 
This team handles day-to-day repairs. Most jobs are carried out by our in-house team, who arrive in a Tai Tarian van.

Their role is to:

• Make homes safe
• Maintain their condition 

Voids team 
An in-house team supported by contractors, responsible for:

• Repairing empty homes
• Maintaining homes during the first six months of a new tenancy

Compliance team 
Also in-house with contractor support. You’ll likely know Westward, who carry out out-of-hours heating repairs and annual gas safety checks.

Their responsibilities include:

• Electrical rewiring
• Gas and electrical servicing
• Fire safety
• Managing damp, mould, and condensation 

Major works team 
These larger projects are usually carried out by contractors. In most cases you’ll have a Tenant Liaison Officer, who works for us, and will be your dedicated point of contact throughout the work.

The major works team deliver:

• New roofs
• WHQS kitchens and bathrooms
• External wall insulation (EWI) cladding
• PV solar panels
• Loft insulation
• Windows and doors
• External retrofit
• Adaptations 

New developments team 
For new housing developments, we work with a contractor while our in-house team manages the project.  A Community Engagement Officer works closely with local residents to keep them informed and involved.

Our apprentices often get the chance to work on these sites, gaining valuable hands-on experience and developing their skills for the future.