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Complaints & Compliments

It’s important to us that we listen to our customers and provide services that meet and exceed expectations.

Customers often tell us this and provide us with compliments about the service they receive. However, sometimes, things may not go right and you may wish to complain about the service you receive. We take all complaints seriously and see them as an opportunity to improve.

We value your feedback and want to hear from you about our service and staff

  • How do I report a repair
    There are a number of ways you can report a repair: Call our Housing Services Team on 0121 688 1646 Email us at info@nexushousing.net Call into your local housing office and report a repair in person. If you live in one of supported or specialist housing schemes, you can contact any member of staff at the service. When you report a repair, we will need to know: Your name and address A contact telephone number or email A detailed description of the repair i.e. what needs repairing and where the repair is Confirmation of a convenient time for us to carry out the repair.
  • How long will it take?
    The targets for responding to day-to-day repairs have been sorted into categories depending on the severity of the repair as shown below. The examples of the repairs are indicative and not exhaustive. They are a guide only. Emergency – Same Day Damage or faults to a property where there is an immediate serious risk to persons or property, for example unstable structures or serious flooding Gas leaks Dangerous electrical faults Failure of heating system in winter when property is occupied by elderly tenants, tenants with young children or otherwise vulnerable Urgent – Same Day Complete lighting failure Serious water leaks from tanks and pipes Blocked drains Dangerous structures Re-glazing where its absence presents a lack of security Public area lighting Blocked toilets (where there is only one toilet in the property) Lift breakdown Urgent – 1 Working day No hot water or heating outside winter months No heating (outside winter months or where tenants are not vulnerable) Leaking pipes/waste traps Urgent – 3 Working days Faulty front door locks (but not lock-outs which are the responsibility of the tenant) Blocked toilets (where there is more than one toilet in the property) Intermittent electrical fault (‘tripping’ circuits) Routine Repairs – Within 15 working days All other items of a day to day repair nature Annual Maintenance Boiler servicing Gas safety check Electrical safety check Appliance safety check
  • Who carries out the repair?
    A Nexus Housing Repair contractor will carry out repair work needed in your home. You should ask them to show you proof of their identity (an ID badge) before you let them into your home.
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