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.
All non-emergency repairs will be done within 15 working days.
For emergency repairs we provide a same-day service and complete all emergency repairs within 12 hours. Making your home safe and getting it in good working order 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.
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 (inclusive of mobile minutes, low cost from a landline)
For emergency repairs we provide a same-day service and complete all emergency repairs within 12 hours for all customers. 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 the ways above can be used to report repairs Monday - Thursday 8am - 6pm, Friday 8am - 5pm. Please note that emergency repairs outside these hours can only be reported by calling us.
An emergency repair is any fault which poses an immediate risk to persons residing at the property, the property itself or the general public. For emergency repairs we provide a same-day service and complete all emergency repairs within 12 hours for all customers. Making your home safe and helping to get it back in good working order as quickly as possible.
Examples of emergency repairs are:
Routine repairs are those which cause minor inconvenience and have little affect on the property if a repair is not immediately undertaken. All non-emergency repairs will be done within 15 working days.
Examples of routine (non urgent) repairs are:
Getting our priorities right!
When reporting a repair, all factors will be taken in to consideration, such as a customer's vulnerability or disability, to ensure that we fully understand the implication of the repair and are able to provide a service that meets each individual's needs. For example, a repair that would normally be treated as a routine repair would be uplifted and attended to within a quicker timescale if it was having a serious impact on a vulnerable customer.