You are responsible for making sure your home is well looked after and we are here to help!
Please carry out any repairs that you are responsible for and report any repairs to us that we are responsible for. Fixing small repairs quickly can stop them becoming bigger problems, so please deal with any issues quickly.
If you have a disability or additional needs which means that you need support with repairs that you are responsible for, please contact us so that we can help.
All non-emergency repairs will be done within 60 days. For emergency repairs we provide a same-day service and attend all emergency repairs within 24 hours.
The quickest way to book and manage your repairs is using our mobile app. Download it from your app store and log in using your tenancy sequence number, which you can find on your rent statement, and your email address.
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. This information is also in the tenancy agreement that you signed when you moved in.
If you are a leaseholder or shared owner, this may not apply to you. Please contact us here and we will be happy to help.
When you have a problem - sometimes you need a swift response. We carry out emergency repairs when there is a risk to your health or safety.
This includes the following:
Emergency repairs can be reported to us 24 hours a day, 365 days a year by calling 0300 561 1111.
For emergency repairs, we provide a same-day service and complete all emergency repairs within 24 hours. Making your home safe and helping to get it back in good working order as quickly as possible.
We offer lots of ways for you to report a repair to us, just choose the option that works best for you.
All of the ways above can be used to report repairs 8am - 6pm Monday - Thursday and 8am - 5pm Friday. Please note that emergency repairs outside these hours can only be reported by calling us.
As your landlord we are responsible for carrying out certain repairs, here is what you can expect from us:
We would really love to hear your feedback so once your repair has been completed we will send you a short survey via email or text so you can let us know how we did. If you tell us that you are unhappy with the service, we will reach out to you to resolve this. Listening and learning from you will help us to improve our services.