How to report a repair
Reporting a repair
You can report a repair by ringing our Maintenance Team between 8:30am and 4:30pm, Monday to Friday on freephone 0800 027 9598 (some networks may charge for the call).
Alternatively follow this link to complete our online repair request form.
What if it is an emergency?
To report an emergency repair during office hours (between 8:30am and 4:30pm Monday to Friday) ring the Maintenance Team on 0800 027 9598.
This is also the contact number for emergency repairs outside of office hours.
What information do we need?
We need you to tell us your name, address and telephone number. You will also need to provide us details of your repair and access arrangements.
What details do we need?
We need you to give us as much information as possible about your repair.
What happens next?
We will log the details of your repair onto our system.
If your repair needs inspecting, we will make an appointment with you for one of our Technical Officers to call at your property in line with our service standards .
If your repair doesn't require an inspection, we will issue the work(s) to one of our contractors to be completed within the priority time for the repair(s).
How quickly do we attend?
We operate a priority system for repairs:
| URGENCY | TYPE OF REPAIR | RESPONSE TIME |
| Extreme Emergency | A very serious health and safety hazard, things like a major burst or a complete power failure. | 3 Hours |
| Emergency | Repairs which would cause severe discomfort, disruption or something which would cause damage to the building and your furnishings. For example, partial loss of services. | 24 Hours |
| Urgent | Repairs which affect your comfort and convenience and/or contribute towards damaging your home. Examples: total heating or hot water failure in the summer and electrical repairs. | 7 Days |
| Routine | Less urgent repairs that can wait a short time. Examples: repairs to kitchen units, and minor electrical repairs. | 28 Days |
Further information is available in your repairs handbook.
Repairs you are responsible for:
We will carry out most repairs to your property free of charge but you are responsible for some repairs and for any damage caused by neglect, carelessness or misuse by you, your family or visitors to your home. Examples include:
- Anything that belongs to the tenant such as washing machines, showers and other electrical appliances
- Fuses
- Light bulbs, tubes and starters
- Fixtures and fittings such as curtain rails
- Replacing stolen or lost keys and locks
- Clearing of blockages in waste-pipes and drains caused by misuse
- General good house-keeping such as tightening screws, plugs and drains to sinks, basins and baths
- Draught-proofing to internal doors
- Minor plaster cracks
- Garden maintenance (unless undertaken as a service)
- Internal decoration
- Any damage caused by yourself, a member of your household or visitors to your home
- Toilet seats
You will also need to pay the contractors call-out charge if you request emergency attendance for a non-emergency repair.
What happens if you miss an appointment?
You must notify the Maintenance Team immediately if you cannot keep to an agreed appointment. If you go out and our contractors call, you will be charged for the cost of the call-out.
What happens when the contractor attends?
The contractor will attend on the agreed appointment date but you should always ask to see ID before letting anyone into your home. If you are not sure do not hesitate to contact our Maintenance Team on 0800 027 9598
The contractor will leave your property clean and tidy and will make every effort to protect your possessions.
What happens after?
We may contact you to ask for your opinion of our repairs service. We ask for this information to ensure you are happy with the service we provide to you.
You may also receive a visit from one of our Inspectors. We aim to inspect 10% of all our repairs to ensure that you are happy with the standard of work.
If you wish to request a repair online please follow this link to complete our online repair request form. Alternatively you can download this information by clicking on the link below.
