The M&E team keeps our customers’ homes and communal areas safe and warm by installing and maintaining customers heating, water systems, lighting and electrical installations.  

The M&E team will respond to customer requests such as power and testing repairs or failures within timescales based on need and risk.  

During winter, heating and hot water failures will be attended to within 24 hours as will any critical lighting or urgent power failures. Non- emergency repairs are carried out within 20 calendar days 

Our experienced team will endeavour to do everything they can to ensure customers properties remain safe, warm and with essential services such as hot water, lighting and heating.  

The M&E team reviews turnaround times and numbers of visits. These are measured against our target times and Tenant Satisfaction Measures. 

We are committed to continuous improvement through learning, development and benchmarking with other providers. We strive to learn from complaints reviewing, legislation, best practice, and resource delivery models. All the team carries out regular in-house and external training on their specialism and policy, health and safety, and customer service.  

Safety and Quality Standard

Tenancy Standard