We want to make sure your home is well maintained. As a landlord we are responsible for carrying out certain repairs. Customers are also responsible for making sure their home is well maintained.
Please help us to keep your home well maintained by reporting any repairs that we are responsible for as quickly as possible.
We know that it can be confusing knowing who is responsible for what, so here’s a reminder about what we can help with, and what is your responsibility as a tenant. This information is also in the tenancy agreement that you signed when you moved in. All non-emergency repairs will be done within 15 working days.
If you are a leaseholder or shared owner, this may not apply to you. Please contact us and we will be happy to help.
We carry out customer satisfaction surveys after we do repairs. Your feedback helps us to understand how well we are doing but more importantly, what we need to do better.
Following customer feedback, we have made the following changes:
Great news – as part of the improvements to our repairs service, we have launched live chat on our website. You can now use this to report any repairs to us. Our team chat live Monday to Friday 9am - 5pm.
You can still report repairs in all the usual ways:
• Complete the online form here
• Call 0300 561 1111 (inclusive of mobile minutes, low cost from a landline)
• Email firstname.lastname@example.org