We are responsible for the maintenance of your home and any shared areas such as communal hallways or shared gardens. 

Some repairs will be our customers' responsibility to address. ​Read our guide on types of repairs and who is responsible.

Emergency repairs

Some of our repairs are classed as emergency repairs. We define an emergency repair as any defect which has an immediate risk to the health, safety or security of a customer or third party and/or affects the structure of the building.

If your repair is an emergency, please call us on 01633 381 111 or use our live webchat service instead. This will make sure we can deal with your emergency as quickly as possible.

Our phone lines are open 24/7 for emergency repairs.

Priority will always be given to any repair that presents a risk to life. We make safe in the first instance and repair if we can, but sometimes, we might need to do a permanent repair at a later date.

Examples of an emergency:

  • Blocked toilet which will not flush (where there is no other toilet in the property)
  • Total loss of water – please call the Welsh Water emergency line first on 0800 052 0130
  • Total loss of heating in all rooms of the property, depending on seasonal temperatures
  • Unsafe electrical fittings e.g., exposed wiring
  • Unsafe stairs
  • Serious roof leak
  • A gas leak – please call the gas emergency line first on 0800 111 999
  • Fire damage
  • Security breaches i.e. an external door or window, including communal door entry
  • Severe storm damage and/or flooding that puts the property at risk
  • Total loss of electricity but please contact your electricity supplier first
  • All communal lighting is off and it is dark
  • A lift that does not move between floors
  • Trip hazards in communal areas
  • An uncontainable leak where the stop tap cannot be used
  • Smashed Window / glass

Please note: customers will be charged for any repair work we complete as a result of damage caused by them, their household or their visitors, beyond what is reasonable wear and tear. 

Routine repairs

If a repair is not classed as an emergency, 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

How to report a repair

You can report a routine repair via our web form, or you can report it and arrange any appointments to get it fixed through our new customer app.

Repairs that are 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.

Feedback on 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 we can improve our repairs service.

You can also find more information about what you can and cannot do to your home across our website. For example, aids and adaptations, and alterations to your home.