Reporting a repair

Is it an emergency?

If something’s broken and needs fixing to avoid more trouble or keep you safe—like a burst pipe, loss of gas, water or electric, or a broken outside door—that’s an emergency repair. For urgent help, call our 24/7 Contact Centre on 03000 030 888. Expect wait times, especially during busy periods and poor weather conditions.

Remember, only real emergencies, please!

How long until it's fixed?

Our goal is to fix things as soon as possible. The time depends on factors like the size of the problem and the type of work needed. For urgent issues, it can take 24 hours to a week, while less urgent ones might take 6-12 months. Sometimes, we’ll do a temporary fix to keep things safe, and return later when we have all the materials to do a permanent repair job.

Our tenants have set us deadlines for different types of repair. Click to find out how long it’ll take us to fix your repair.

Appointment details

When you report an issue, we’ll give you a time for a repair person to come. The day before, our support team will call to make sure you’ll be there. If plans change, let us know, so we can give the appointment to someone else.

This year, almost £640,000 was wasted on missed appointments because a tenant wasn’t at home to let us in.

Change your repair appointment

If you’ve reported a repair, and need to change or cancel, call us at 03000 030 888.

Re-charges

If something needs fixing due to your actions, we might ask you to cover the cost of the repair in line with our re-charge policy. Click here to download our re-charge policy.

If you tell us something is an emergency, and we come to your home and find it isn’t, you will be charged the additional cost of the call out.

If you can’t pay right away, talk to us. We can help set up a payment plan for you.

How to pay for re-charges:

What if I’m not happy

Our repairs teams deal with an extremely high volume of calls (around 60,000 per year) and sometimes it takes a while to fix the problem. We know this can be worrying or frustrating, but please call our Contact Centre on 03000 030 888 if you are not happy with the service you’ve received. We’re here to listen and here to help.

Social media

We get it – if you’re not happy with us and you want to feel heard, you might share it on social media. We try to respond with help and support to all social posts, but for the quickest fix, reach out to our Contact Centre at 03000 030 888. It’s the official way to get things sorted, and we’re ready to assist you.