Reporting a repair? Read this first
Before getting in touch, double-check that we're responsible for carrying out the repair by looking at your customer repair responsibilities.
As your landlord, it's our responsibility to provide you with a repair and maintenance service. This means we'll repair certain things around your home.
However, there are some repairs you're responsible for as a tenant.
Before getting in touch, check who's responsible for the repair.
If you're a homeowner, you'll most likely be responsible for any repairs or maintenance needed.
That said, there are some circumstances where we'll be responsible.
To find out more, check your agreement – also known as your lease or property title.
Remember, if you have us carry out a repair that's not our responsibility, we'll have to charge you for it.
How to report a repair
Once you've read the above information about repairs for tenants and homeowners, you can get in touch with us about a repair.
The easiest way to report a repair is using your MyAccount, which is available 24 hours a day.
If your repair is urgent, give us a call on 0345 678 0555 and ask to speak to the team at our Technical Hub.
If it’s not urgent, drop us a message via the form on our contact us page.
Repair response times
When you report a repair, we tell you what category it falls into and the estimated time we will take to deal with it.
An emergency repair is something that poses an immediate risk to your health, safety or security. This is why it’s important we look at these jobs first.
We will complete emergency repairs within 24 hours of them being reported to us, however we aim to arrive even sooner than that.
Emergency repairs are those which affect your health and safety, pose a risk to life or risk to your home. The criteria for an emergency repair is defined as “a repair which threatens your health, safety or security or could cause significant damage to your home.” For example, serious leaks that are flooding your home, a broken toilet (when there is no other working toilet), or no heating in winter months (31 October – 31 March).
We ask our contractors to reach you as soon as possible. We ask that you stay at home until they arrive - advance appointments are not available, however we will provide as much information as we can about an arrival time.
Emergency Repairs examples
- Total loss of water or burst water main
- Leaking water or heating pipe, tank or cistern (that cannot be contained)
- Flooding or severe storm damage
- Total loss of electrical supply or unsafe electrical fittings (not covered if they are your own)
- Unsecure external ground floor windows and doors into your property
- Gas leak or blocked flue
- Blocked mains drain, soil pipe or sole toilet
- Loss of heating during winter months
- Failure of lift (if this is the only lift available or entrapment)
- Failure of warden alarm/call system
- Fire damage
- Loose or detached banister or hand rail
- Severe roof leak
- Ceiling collapse
How do I report an emergency repair?
If you need to report an emergency repair in your home, please call 0345 678 0555.
Always report emergency repairs by phone so we can help you more quickly. You can call us 24 hours a day, seven days a week to report an emergency repair.
These repairs can wait without posing a risk to you and will not damage your home in the short-term. Examples include cracked basins, minor leaks and dripping taps.
Where possible, we will make an appointment while you are on the phone with us. If this is not possible, our contractor will contact you within 24-48 hours.
Before reporting a repair, please refer to our Customer Repair Responsibilities page online here.
What to expect at an appointment
When you arrange a routine repair, we offer a choice of either morning 8am – 1pm, or afternoon 1pm – 6pm timeslots. We will also ask you if there are any times that are restricted e.g. school runs and we will then advise the contractor of these.
If you need to rearrange an appointment, please contact the contractor directly to do this. However you can also call us and we can change it for you.
Someone over the age of 18 must be present for us to carry out the repair.
