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Report a Repair
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How quickly will my repair get done?
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How quickly will my repair get done?
Once you report a repair, it will be given a time limit to be completed - these are called emergency, urgent or routine.
How to book a repair appointment
Report a non urgent repair on line
Who is responsible for the repair?
Repairs Handbook
When you contact us to report a repair, we will try to arrange an appointment with you over the phone. We can arrange for appointments on a Saturday or an evening if this is more convenient for you.
We will always try to complete your repair within the following timescales. Where there are delays that are beyond our control (for example, if we have a problem gaining access, difficulty getting parts, if we need specialist skills or if bad weather prevents the work), we will keep you informed so that you know when to expect the repair.
We recognise that pensioners and vulnerable residents will need special consideration in certain circumstances.
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Emergency repairs
We will come to your home and make your home safe within 24 hours.
Gas leak or loss of gas supply (call National Grid immediately 0800 111 999)
Total loss of electrical power
Total loss of water (call local supplier in first instance)
Unsafe electrical sockets or fittings
Loss of heating and/or hot water in cold weather (1st October to 1st April)
Loss of immersion heater (if this is the only source of hot water)
Severe roof leak
Blocked toilet or blocked drain with sewerage overflowing
Burst water pipe where you are unable to control or isolate the water supply
Minor water leak that cannot be contained and is likely to cause damage (e.g. running onto electrical components)
Loose or falling brickwork or concrete
Securing a ground floor door or window
Loss of services due to a fire
Loss of keys or broken lock that stops you getting in or out (charged to you)
Removal of graffiti that could cause offence.
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Urgent repairs
We will come to your home and complete within 5 calendar days
Partial loss of electrical power or light
Partial loss of water or gas supply
Loss or partial loss of heating or hot water
Blocked or leaking drains or soil stack
Blocked toilet or toilet not flushing, if you have a second toilet
Blocked sink, bath or basin
Tap that cannot be turned
Leak from a water or heating pipe, tank or cistern
Inspection of leaking roof and repair if possible
Insecure external window, door or lock (emergency if ground floor)
Loose or detached stair handrail
Loose or rotten timber floor or stair tread
Door entry phone not working
Extractor fan not working in a kitchen or bathroom that has no opening windows
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Routine repairs
We will come to your home and complete within 20 calendar days.
Please call us for other non-emergency or urgent repairs that are listed above. These might include;
Plumbing
Damaged bath, sink or washbasin
Dripping taps
WC seats (these are chargeable to you)
Joinery
Repairs to kitchen fittings
Repairs to door or window frames
Repairs to fencing
Loose or defective floor boards
Plastering
Repairs to internal walls or ceilings
Electrical
Replacement Fans
Replacement showers
Replacement light fittings
Other repairs that are not on this list.
If you are in doubt, please call us.
What if the problem is complicated?
Sometimes we need to send out a surveyor to assess the problem. We will always make an appointment with you and we will keep you informed about what we need to do to carry out the repair. We may need to get different quotes for the work or bring in a specialist company to complete the repair.
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