Repairs Guide
We want you to be safe and secure in your home, and will do everything we can to help resolve your problem.
We are responsible for various repairs due to general wear and tear within tenanted properties. However, as part of your Tenancy Agreement, you are directly responsible for certain minor repairs.
Before reporting your repair, please check our Repairs Guide to see who is responsible for fixing them.
The guide is also useful in helping you describe the nature of the repair when you report it. By giving us as much information as possible, you can help us fix your problem on the first visit.
Reporting repairs
You can report a repair in the following ways:
Online
Log into the Resident Portal to report your repair online. If you are in temporary accommodation you now have access to the portal.
Over the phone
Please note, we are experiencing an large volume of calls at the moment due to a backlog of repairs from the lockdown period. Waiting times may be affected.
You can contact us on freephone 0800 028 2 028. Telephone lines are open 8am-5pm Monday, Tuesday, Thursday, Friday and 10am-5pm Wednesday.
When reporting a repair, please have a pen and paper to take note of your repair job reference number.
Office reception closure
Please do not visit our offices in person to report repairs, as our reception is currently closed due to Covid-19.
Out of hours emergency repairs service
An emergency repairs service is available outside normal office hours. If you report an emergency repair to us out of hours we will come and make the situation safe. The next working day we will order any follow on works that are needed and these will be carried out in normal working hours.
0800 028 2 028
The following are considered repairs emergencies:
- No drinking water or loss of mains water
- Communal door entry phones not working
- Communal heating not working
- Lift breakdowns
- Total loss of electrical supply
- Make an area safe after criminal damage
- Major blockages, surging drains, stacks, toilets
- Dangerous structures and ceilings
- Major water penetration and flooding