Report your repair
Need to report a repair?
or call our freephone repairs hotline 0800 085 1313
When you report a repair please have the following information ready:
- Your home address
- Your name
- Details of when a representative can visit your home to repair it. Standard Repair appointments are 8am to 6pm Monday to Friday (optional appointments up to 8pm weekdays and 8am to 12noon on Saturdays may be available by exception, but are very limited)
- Telephone number and/or email address
- Full details of the repair being requested
- If reporting online, pictures can be added
Watch the Association of Safety and Compliance Professionals (ASCP) and CORGI Technical Services 'Safety in Your Home' video for information on how to keep yourself safe and how to regularly check for repairs in your home.
Emergency repairs should only be reported by phone (not online) by calling 0800 085 1313
An emergency is one or more of the following:
- A total loss of electric power or water supply
- An uncontrollable water leak
- A blocked, leaking or non-flushing toilet (when there is only one in your home)
- A water mains leak
- Insecure ground floor windows, doors or locks
Repair response times
Emergency repairs will be attended to within 4 hours to make safe, if a repair cannot be carried out on this visit. Any follow-up works to complete the repairs will be done within 2 days.
Non-Urgent repair requests within 20 working days.
Other repairs requests will be dependent on the request and the work needed.
Where damage has been caused with intent (such as vandalism or burglary) make sure to obtain a Police Incident Number before reporting the damage, as it will be needed when reporting the repair.
It is useful to take pictures of the damage for a record, this can be added to the report online.
In instances of accidental damage (for example, a cracked wash hand basin or broken toilet pan) it will be your responsibility to repair or renew the damaged items.
We have a landlord’s duty to carry out certain repairs and maintenance in order to keep our properties in a safe condition and good working order.
However our tenants also have a responsibility too.
You are responsible for:
- keeping your home in a reasonable and clean condition
- keeping the inside of your home in a good decorative state
The repairs that you are responsible for generally include:
- your own bathroom floor coverings
- your own kitchen floor coverings
- reglazing within your home (unless crime number given)
- chipped baths, sinks and wash hand basins
- minor hairline plaster cracks
- infestation (such as rodents, wasps and other insects)
- deliberate damage to your front door (we will repair if it has been reported to the police and there is a crime reference number)
- deliberate damage to bath panels
- replacement of bath/sink plugs
- washing lines (unless communal)
- any domestic appliance
- loose internal door handles
- blown fuses
- your own built-in wardrobes
- toilet seats inclusive of all fittings (except for people aged 75 and older years and disabled people)
- your own shower
- shaver lights and battery operated smoke alarms
- all works associated with ‘lock outs’ - getting access, replacing locks and keys
- bleeding air from radiators
- draught excluders to doors and windows
- garden maintenance including trees and hedges (unless there is a risk to health and safety)
- additional security
- clearing blocked kitchen sinks, hand basins and baths
- all repairs associated with your own appliances
- all repairs caused by your misuse, neglect, damage and/or the same caused by visitors, family and pets
- maintenance and repair of any additional fittings that you have installed
- door bells unless part of a communal door entry system
- internal doors - it is very important that you keep to current safety standards and do not remove internal doors
- light bulbs, fluorescent tubes and starters
- curtain rails
- fences, unless these form an external boundary onto a road or footpath
- your own garden sheds and patios
- your own fireplace surrounds
Any repairs undertaken that are the tenant's responsibility, whether it be damage/misuse or agreed tenant responsibility works, a recharge invoice will be raised to recover the costs.
The Right to Repair
This is a government scheme that lists 20 common repairs, called qualifying repairs, and sets a prescribed number of working days in which they must be completed.
Total loss of electric power - 1 working day
Partial loss of electric power - 3 working days
Unsafe power or lighting socket or electrical fitting - 1 working day
Total loss of water supply - 1 working day
Partial loss of water supply - 3 working days
Total or partial loss of gas supply - 1 working day
Blocked flue to open fire or boiler - 1 working day
Heating or hot water not working (from 31 October to 1 May) - 1 working day
Heating or hot water not working (from 1 May to 31 October) - 3 working days
Blocked/leaking foul drain, soil stack or toilet - 1 working day
Toilet not flushing (if your home has only 1 toilet) - 1 working day
Blocked sink, bath, or basin - 3 working days
Tap cannot be turned - 3 working days
Leak from a water pipe, tank, or cistern - 1 working day
Leaking roof - 7 working days
Insecure external window, door, or lock - 1 working day
Loose or detached banister or hand rail - 3 working days
Rotten timber flooring or stair tread - 3 working days
Door entry phone not working - 7 working days
Mechanical extractor fan not working - 7 working days
If the repair is not completed within the response time, you can ask us to get a second contractor and you may also be entitled to compensation in certain circumstances.
If an inspection is needed, the repair is allowed extra time. If the inspection identifies the need for major works, this is no longer covered under the right to repair, and you will be given more details for the target time for completion.
Qualifying repairs must also be our responsibility, which means that it must not have been caused through misuse. If it is found to be your responsibility, you will be recharged for the repair.
The contact centre will determine the priority of repairs at the point of reporting.
Priority will be given to:
- vulnerable tenants, such as anyone over 75 years of age
- disabled people
- people with young children (0-5 years old)
Freephone repairs 0800 085 1313
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