I have an emergency to report
Emergency repairs should always be reported on 0330 223 5887 (available 24/7).
How do I report a repair?
You can Report a repair online 24 hours a day
- Adding relevant photos may speed up the processing of your enquiry.
- You can tell us what appointment times suit you.
- A copy of your form can be sent to you by email for your own records.
Alternatively you can report a repair by phone during working hours.
If you report a repair that is a result of damage or that is your responsibility you may be charged for that appointment and the repair if it is carried out.
How quickly will we attend to your repair?
Emergency repairs within 4 hours (and made safe within 24 hours)
These are repairs which threaten health, safety or security or could cause significant damage to your home including flooding or total loss of electricity or water. Please note this will usually be a ‘make safe’ option – and a further appointment will be made to carry out a permanent repair. We will be with you within 4 hours, but please note it may take up to 24 hours to carry out the ‘make safe’ repair.
Non-urgent repairs within 20 working days
All non-urgent repairs will be attended to within 20 working days and arranged for the soonest available time slot convenient for you.
We’ll aim to get your appointment booked in on your first contact with us, saving you another call. We offer morning or afternoon slots so you won’t have to wait in as long for someone to attend. You can advise us of your availability when you report your repair via our online form.
All our contractors will make contact 24 hours prior to any repair and send a text or call when they’re on the way.
Please note: reporting your repair multiple times by different methods may result in your enquiry being duplicated causing a delay in the processing of your enquiry.
Vulnerable Residents
We may deal more urgently with some repairs for vulnerable residents. Please contact us for more information.
What are your maintenance responsibilities?
As a tenant you are responsible for some of the repairs and maintenance of your home – always check your tenancy agreement for full details.
Inside the home
- Maintain and renew of internal decoration, including cleaning up condensation and mould caused by poor ventilation or insufficient heating
- Clear blockages in waste pipes and toilets, even if this is accidental. If the problem persists, contact us
- Maintain any improvements made by you
- Minor repairs to plaster, including filling minor holes and cracks
- Look after and replace sink plugs, tap washers, toilet seats and lids, shower hoses, shower heads
- Replace light bulbs, starter motors for strip lights, fuses
- Fit and maintain doorbells, letterboxes and handles (unless you live in a flat)
- Mend broken glass to your own front doors and windows if you have caused the damage
- Repair and maintain kitchen cupboard doors, drawers, cupboard catches and hinges
- Repair or replace keys and locks because of any damage by you, your family or visitors. This also includes repairs or replacements because keys have been lost or stolen
- Bleed radiators
- Repair and replace internal doors, door handles and latches, including adapting internal doors to fit carpets
- Looking after and replacing floor coverings and carpets
Outside the home
- Maintain dividing fences between you and your neighbour
- Prune and maintain all shrubs, trees and grass within your private garden
- Maintain any improvements made by yourself
- Keep pathways clear of leaves and debris and undertake minor repairs
We are responsible for maintaining and repairing the structure and exterior of the building; and communal areas, including the following.
Inside the home
- Maintain gas and electrical heating, and hot water systems
- Offer alternative heating in cases of complete breakdown
- Install and test hard-wired smoke detectors and sprinklers
- Repair water and roof leaks
- Manage pest control in communal areas and inside homes
- Maintain electrical sockets, wiring and light fittings including sealed lighting (we do not replace bulbs)
- Structural repairs to walls, floors, ceiling, stairs and bannisters
Outside the home
- Maintain and clear gutters, drains and pipework to blocks
- Maintain external doors, window frames and sills
- Repair and maintain communal paving, pathways and outdoor steps leading to the main access point of the building
- Install communal and boundary fencing to public or adjoining private land (not dividing fences between homes)
- Remove dead, diseased or dangerous trees in communal back gardens and in street properties, after assessment
