Repairs & Maintenance

Responsive Repairs

All repairs are handled by our customer services centre, who work closely with our Responsive Repairs Surveyors.

Repairs can be reported by calling our contractors, Gilmartins, on Freephone 0808 178 6785  or via email at .


Planned Maintenance

Our Stock Improvement team delivers several planned maintenance programmes throughout each financial year for major repairs. This is organised and carried out with forethought, control and the use of records held on the stock database to a pre-determined plan.

Planned maintenance works includes:

  • Cyclical external painting
  • Major aids and adaptations
  • Major repairs
  • Internal whole replacement works including; kitchens, bathrooms, central heating and electrical wiring
  • External works including; structural works, roofing replacement, security works, windows and doors
  • Communal lift replacement and estate improvements
  • Environmental works (subsidence and tree maintenance)

Ensuring that your home is properly maintained adheres to the government Decent Homes Standard is a top priority for Hexagon and the Stock Improvement Team is a dedicated team to oversee this work.

The Stock improvement Team is responsible for keeping track of the work that has already been completed and the work that needs to be done in the future. We need our Residents to give Hexagon access to your home to have a Stock Condition Survey to assess the condition of all internal and external components around every 6 years. We currently survey at a rate of 1,000 properties every year. The information is held on a database and is used to plan for future works. These surveys allow us to effectively plan and undertake works to those homes in the greatest need of modernisation.

Planned maintenance is different to our day-to-day responsive repairs team because it helps us keep homes modern, safe and comfortable over the long term.

Every year we will write notification letters to those homes targeted for a condition survey to; explain the process, give you a point of contact and set the timescales on when the process will start and finish. Typically the surveys will take place between April and September.

Due to the number of surveys we are undertaking we are not able to give individual feedback.  At the end of the year when we have analysed the information from the surveys we will plan our future maintenance programme to prioritise the homes with the greatest need. If your home is due for planned work we will contact you separately, nearer the time.

Some surveys have already been conducted and we would like to thank everyone who has let us into their home. If a Hexagon surveyor does visit you in future, please let them in because without a survey your home cannot be included in any future planned works programmes. Anyone representing Hexagon will always show you identification.

We welcome all feedback and queries regarding the planned maintenance programme to your home past or present. You can contact the team direct on 0208 768 7974/2021.