Our repairs service

At the moment, we are carrying out emergency and urgent repairs.

If you’re not sure whether your repair is an emergency or urgent, get in touch and we can help. The list below provides guidance on what is considered an emergency or urgent repair.

Please be patient with us as we work hard to reduce the number of repairs, starting with the most urgent, that have built up since lockdown began.

We recognise that older and vulnerable residents may need special consideration when we categorise repairs.

If you, or a member of your household, is classed as vulnerable or has additional needs, please let us know when you call to report your repair.  

If you contact us about a repair that isn’t an emergency or urgent, we can still help. Our maintenance colleagues are supporting our call centre colleagues and can advise you on what you can do while you wait for our normal repairs service to restart.

Let us know what you think of our repairs service

Within a day or two of coming to your home, we’ll send you an email asking for your feedback on our repairs service. This will be sent to the email address you confirmed when your appointment was booked.

The survey should only take a few minutes to complete so please let us know what’s important to you and tell us how can improve our repairs service.

Emergency repairs

We class an emergency as an incident where there is an immediate danger to your safety or your property. This could include:  

  • Dangerous electrics
  • A gas leak
  • A major water leak or a roof leak that’s causing water damage
  • Flooding
  • Broken windows or broken glass
  • A front door that isn’t secure or doesn’t lock
  • Repairs in our most vulnerable residents’ homes

Report an emergency repair 24 hours a day by calling us on 01633 381111.

Do not report an emergency repair via our website or social media as this is not a 24 hour service.

If we come to your home, we will ask you to agree to certain conditions. These are listed here

Urgent repairs

An urgent repair needs a quick response but is not a risk to life or property.

This could include:

  • Damaged or unstable fences
  • Replacing boarded windows with glass
  • Containable leaks (such as a constantly dripping tap)
  • Internal joinery (for example any detached or loose doors)
  • Further work following an emergency repair
  • Roof or window leak
  • Drain blockage

Report an urgent repair through web chat, via [email protected] or through your online portal account.

Routine repairs

If a repair is not classed as an emergency or urgent, it’s a routine repair.

This could include:

  • Plastering
  • Cleaning gutters or downpipes
  • Replacing a broken kitchen unit
  • Central heating upgrade
  • Electrical rewiring
  • Repairs to garages, sheds, outhouses

Your responsibility

We often receive calls on minor issues that fall outside of our repairs service. This could include:

  • Lost door keys
  • Broken toilet seats
  • Changing fuses / light bulbs
  • Plugs and chains to baths / sinks
  • Broken doorbells
  • Broken white goods or appliances
  • Internal decoration
  • Connecting washing machines

As part of your Tenancy agreement, you made a commitment to be responsible for these types of minor repairs. Your Tenancy Agreement provides further details on this.

When will my repair be completed?

As a result of the Coronavirus pandemic and the changes to our repairs service over recent months, we have a backlog of repairs. This means you may experience a longer waiting time than usual before we can come to your house to fix your repair.

Please bear with us and be patient as we adopt this phased approach to our normal repairs service.

You can also find information about what you can and can not do to your home. For example, aids and adaptations, and alterations to your home.

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