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 (priority repair), 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 urgent issues that could harm health, safety, or security (like gas leaks or major water leaks). We aim to respond within 24 hours, but if we can’t fix it fully right away, we’ll make it safe and come back later to finish the job.

Urgent Repairs: These problems affect comfort or convenience but aren’t immediate dangers (like heating failures or broken windows).

Routine Repairs: These are minor issues that don’t pose immediate risks (like small plumbing problems or cosmetic fixes).

Other repair work includes:

Major Non-Capital Repairs: These are big repairs not part of our regular plan (like fencing or roof repairs). They usually take more than 5 hours and might take several days to complete.

Housing Health and Safety Rating System (HHSRS) Reports: When we get reports of serious hazards which may include severe damp and mould, a surveyor will inspect and any repairs required will be prioritised.

Repairs policy

This policy outlines how we will deliver repairs and explains what standards are applied to support the delivery of repairs.

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.