Here to help with repairs

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:

• Burst pipes or leaks that cannot be contained or isolated.
• Blocked and overflowing external drains.
• External doors or windows that cannot be locked.
• Total loss of power.
• Unsafe electrics. Live or exposed electrical wiring and electrical fittings in contact with water.
• Serious roof repairs and falling gutters, slates or tiles.
• A bath or shower out of use, where this is the only form of bathing available.
• No water from any taps.
• Complete loss of heating and hot water, with no alternative means available.
• Gas leak or smell of gas within the property. You must also notify the National Grid (Emergency Gas Service Provider) on Freephone 0800 111 999.

Here for you 24/7

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.

• Telephone the Repairs Service Team on 0300 561 1111
• Chat to us using live chat on our website
• Use the on-line form here
• Email repairs@irwellvalley.co.uk
• Text us on 0776 962 0175 (please include your name, address and details of the repair)

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:

• Total electricity failure 
• Burst pipes and tanks, blocked drains or soil pipes 
• Total loss of heating and hot water with no alternatives available
• Storm, flood or fire damage 
• Anything that puts residents in danger or would cause serious damage to the health of a resident or the property 

Routine Repair  

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:  

• Windows
• Slight/contained leaks
• Internal doors 
• Fencing 
• Repairs to gutters
• plastering

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.