Repairs

We want to keep your home great. If your home needs some attention, we'll do everything we can to help you. If you need a repair, let us know by completing the Report a repair form.

If your repair is an emergency, please call us on 0800 358 6025. To see what classes as an emergency, click here.

Our friendly customer contact team are here for you from 8.30am to 5pm Monday to Thursday and 8.30am to 4.30pm on Fridays. We also have an out-of-hours service to answer your calls when you have an emergency outside of these hours every day. Please be aware that we record all our calls to help improve our services.

How we deal with repairs and maintenance

When you report a repair we need to diagnose the fault and establish the priority of your repair. You need to give us your name and first line of your address and as much information as possible so that we can complete the job.

We will process your repair request and offer an appointment date by telephone.

On the day of your appointment, and so long as they have mobile phone signal, our trade operative will call you once they have finished their previous job to let you know their estimated time of arrival.

Types of repairs

We have three types of repairs:

Emergency Repairs: These are emergency issues that could harm health, safety, or security. We aim to respond within 24 hours to make safe and come back later if there are further repairs required.

Urgent Repairs: These repairs are not emergency issues, but need to completed sooner than 28 days, as they could escalate into an emergency if not fixed. We aim to respond within 5 working days.

Routine Repairs: These are standard repairs as per our commitment to you under your tenancy agreement. We will aim to respond within 28 days.

Other repair work includes:

Major Repairs: These are larger day to day repairs that are not part of our regular planned investment works. We classify these are repairs that take more than 5 hours and might take several days. We aim to respond within 3 months, prioritising based on urgency.

Housing Health and Safety Rating System (HHSRS) Reports: Sometimes, we receive reports of serious hazards in our customers’ homes. When we receive these reports which may include severe damp and mould, a surveyor will inspect the hazard within 1 working day, if there is an emergency, we will make safe and may return later to complete the repair.

Repairs policy

This policy explains how we manage daily repair requests to ensure high- quality service, keeping homes safe and well-maintained. It connects with other maintenance activities like servicing and planned maintenance.

Find out more

Report a repair

Report your repair online.

What we class as a priority or routine repair

Learn more about priority and routine repairs, what we class them as, and how you can expect us to deal with them.

Damp, condensation and mould

Learn what causes damp and mould to appear in your home and how you can prevent it. Report any damp and mould issues in your home here.

Storm damage

Storms, flooding and snow can cause damage to your home and neighbourhood. We've put together some information below about who to report issues to and how we manage repairs caused by the weather.

Blocked drains and pipes

We regularly inspect and maintain all of our sewage treatment plants to make sure they’re kept in good working order. However, these systems can get clogged up when people flush things down the toilet, or wash things down the sink, that shouldn't go down the drains. We’ve put together a list of things that cause blocked drains and pipes.