Home > Housing > Report or request a repair > Request a repair

Request a repair

We aim to provide you with a safe and comfortable home. It’s in both your interest and ours to deal with repairs quickly and efficiently.

Please be aware that some minor repairs are your responsibility. Find out who is responsible for what:

Report online

It's quick and easy with our online system.

During normal working hours (Mon-Fri, 9am-5pm), emergency repairs should be reported by calling 0300 123 4000.

Outside normal working hours (after 5pm during the week, or at weekends), emergency repairs should be reported by calling 0808 168 7794.

Report a repair online form

When you contact us, you will need to provide:

  • Your address and contact phone number
  • Details of the problem

  • Dates and times when convenient for us to call

 

Remember, it is your responsibility to tell us when repairs need to be done. If you don't tell us and we have to spend extra money on repairs as a result, we may charge you for them.

We realise that it is not always easy to be at home to let workers in. This is why we offer appointments for either morning or afternoon.

Our workers will not enter your home unless there is someone to let them in - either you or a friend or relative, who must be 18 or over.

Please remember that genuine callers will always be able to show you identification. If you have any doubt at all about a caller, you should phone us (details at top of page) to make sure.

Please tell us if you are not going to be able to keep an appointment.  Missed appointments waste our time and your money! 

 

When the job will be done

For routine repairs, we will offer you either a morning appointment (8am to 1pm) or an afternoon appointment (1pm to 4pm).

After the repair has been booked, we will send you a job sheet in the post. Your repair will fall into one of these categories.

  • Emergencies

  • Urgent repairs

  • Routine repairs

  • Long-term planned maintenance

 

Emergencies

We will deal with these problems within 24 hours:

  • Blocked drains in certain circumstances

  • Serious electrical faults

  • Faulty smoke alarms, if they are council-installed and you cannot turn them off

  • Complete power failure

  • Burst or leaking supply pipes

  • A toilet not flushing (if this is your only toilet)

  • Major overflows (when water is gushing out)

  • Major roof leaks

  • Broken heating systems - we will provide temporary heating within eight hours if needed

  • Broken lifts

 

Wherever possible we will complete emergency repairs within 24 hours. Sometimes we will only be able to make your home safe at first and we will have to come back later to finish the work - for example if major work is needed or if parts have to be ordered.

In the event of an emergency that is life-threatening or causing major damage to property then we will aim to attend immediately.

If we think your house is not fit for living in, we will provide temporary housing if you need it. Please do not misuse the emergency service - other people may be put in danger if you do.

If you abuse the emergency service, we may charge you.

 

Urgent repairs

We will deal with these repairs within three working days as long as you let us into your home.

  • Emergency repairs that we have already made safe

  • Electrical faults where there is no risk of injury

  • Problems with the hot-water supply

  • Leaking waste pipes

  • Taps that cannot be turned off completely

  • Minor roof leaks

  • Faulty entry phones

  • Broken heating systems (in summer)

If you prefer, we can make an appointment to suit you, but this may mean waiting longer.

 

Routine repairs

We will repair these within 20 working days, or we will make an appointment if you prefer.

  • Fireplaces

  • Roofs

  • Gutters and drainpipes

  • Noisy ball valves in toilets

  • Broken vents and airbricks

  • Minor re-pointing and rendering

  • Sinks, baths, kitchen units and fittings

  • Plastering

  • Woodwork and minor fencing work

We do not make appointments for work on the outside of your home.

 

Long-term planned maintenance work

We plan to do work that doesn't fit into the other categories as part of long-term programmes, as this is the most efficient way of working. Examples include:

  • Servicing gas central heating

  • Painting the outside of your home

  • Repairing fencing

  • Replacing kitchen units and bathrooms

  • Fitting plastic windows

  • Roofing work

You must allow us into your home to do this work.