Service standards

Repair service standards

We and the landlords we work with aim to get repairs resolved as quickly as we reasonably can with minimum disruption.

When a repair is reported, it will be categorised according to urgency. Below are our target resolution times based on these categories. Note that some issues may unavoidably take a little longer- for instance, if we are unable to obtain a necessary part due to availability.

Emergency Repairs

Any repairs required avoiding danger to health, risking to the safety of residents or serious damage to buildings or residents' belongings e.g. failed fire precautions, floods, hot water failure, broken window.

Priority 2 (Urgent Repairs)

Repairs to defects which materially affect the comfort or convenience of residents should be completed within 7 working days of report of the defect.

Priority 3 (Non-urgent Repairs)

Reactive repairs not falling within the above categories. Completed within 28 days of reporting the defect.

Requests for redress of a service failure

Maintenance issues are an unfortunate and unavoidable fact of life, so it is not the case that a landlord will owe a rent rebate or compensation simply on account of a maintenance fault occurring. However, if there is a failure of service, where the responsible individual has not responded in a proper/ timely way it may be that this could be considered a failure to uphold the responsibilities of landlord to tenant.

If you feel that the University or one of our affiliated landlords has breached their responsibilities regarding maintenance, you are invited to complete the form below (or access the same form via this link -go to File, then Save A Copy to complete on Google Docs, download it as a Word document, or print and fill in by hand).

The form will first take you through a simple checklist to assess whether you may have a valid claim, then ask you to give details of the issue. Please send completed forms, together with any supporting information, to lettings@brookes.ac.uk