Request a repair

We know that problems can happen at any time. We’ll repair or make safe the following issues within four hours:

Electrics:

• total loss of electrical power
• an unsafe lighting socket or electrical fitting
• total loss of lighting
• partial loss of power when it is a danger to health and safety, i.e. power loss that effects essential equipment such as a stairlift or a nebuliser

Water:

• total loss of water supply
• toilet not flushing (when there is no other toilet at the dwelling)
• internal leaking or burst pipes (when the tenant can’t control the leak an there is a danger to the property and/or belongings)

Burst tanks or cylinders:

• loss of water heading (between 13 October and 1 April)

Gas

• total or partial loss of gas supply

Heating:

• no central heating (between 31 October and 1 April)

Blockages:

• blocked or leaking foul drain or soil stack
• blocked flue to open fire or boiler
• blocked WCs
• blocked sink, bath or wash hand basin (in multi-storey blocks only)
• blocked refuse chutes in multi-storey blocks

Building:

• insecure external window, door or lock
• locked out (may be chargeable)
• gale, fire, flood or explosion damage

Our colleagues and contractors will always show ID and will be polite and courteous. If you’re not sure who they are, you can contact our contact centre for help. You’ll need to move any furniture and lift and relay any carpet or other flooring you’ve fitted yourself if needed.

The repair person will leave the area as close to how they found it as possible. But please be aware we can’t guarantee replacement parts like tiles, will exactly match existing ones, especially if some time has passed.

We classify repairs as either emergency or routine. With emergency issues, we aim to repair or make them safe within four hours. We aim to repair routine issues, such as minor leaks and blockages or replacing broken items, within 30 days.

When you contact us, we’ll make an appointment for one of our surveyors or repair colleagues to visit you and assess what needs doing (unless the repair is to a communal area). Sometimes we ask the contractor to contact you directly.

A contractor will come to your property. If they can’t get in, they’ll leave a card asking you to contact them to rebook.

If the repair person doesn’t show up at the arranged time, please contact them directly for more information and to rebook the repair if necessary.

Appointment slots are:

• AM appointments - between 8am and 1pm
• PM appointments - between 1pm and 5pm
• First appointments - 8am (first job of the day)
• Evening appointments - between 5pm and 8pm
• Saturday appointments - between 8am and 1pm
• School-run appointments - between 10am and 2pm on weekdays

Our service providers make sure they give you a great service. They must complete their work professionally and without causing you any unnecessary disruption.

Before the works, we will:

• Agree in advance on the date and time of any home visits
• Let you know if they need to change an appointment, and re-book the appointment. 

During the works, service providers will:

• Show respect for both you and your belongings
• Carry out all work in a safe and professional manner and follow health and safety regulations
• Leave the site of repair in a tidy, safe and secure manner. 

In return, we hope you will:

• Keep appointments and allow us to enter your home.
• Let us know if you can’t make an appointment.
• Be ready for the work to be carried out in your home, including moving anything that may get in the way of the work
• Be considerate towards our service providers.

If you're unhappy with anything our service providers do or say, please contact us.