Housing Property Service Housing Repairs and Maintenance Policy

Repairs Policy – What You Need to Know

Islington Council is updating its Repairs and Maintenance Policy to reflect our strong commitment to Awaab’s Law and to keeping residents safe in their homes.

We want every resident to clearly understand what they can expect from us when it comes to tackling damp, mould and other health-related issues.

As part of this update, we are also making changes to how we prioritise complex repair works, so it is important that residents are aware of these changes and what they mean in practice.

Your views matter. Before we finalise the policy, we want to hear from you to make sure it reflects the needs and expectations of our community.

What’s in the Draft Policy?

Your Right to Repairs

• Clear response times for emergency, urgent, and routine repairs
• Multiple ways to report repairs, including phone, online, and in-person
• Respectful communication and support for tenants with additional needs

Damp and Mould – Zero Tolerance

• No blame placed on tenants or “lifestyle”
• All reports taken seriously and acted on quickly
• Emergency cases responded to within 24 hours
• Temporary accommodation offered if your home cannot be made safe

Complex Repairs

• Clear timeframes and named officers for complex works
• Updates every 20 working days
• Interim measures or alternative accommodation if needed

You can read the draft policy here: https://www.letstalk.islington.gov.uk/43863/widgets/131191/documents/89556

We Want Your Feedback

This policy is designed to protect your health, improve your home, and make our services fairer and faster. Please share your thoughts so we can make it work for everyone.