Report a repair

We will repair and maintain the structure of the property you live in and the outside of the building (including the roof, drains, gutters and pipes). In blocks of flats or maisonettes, we are responsible for entrance doors, halls, stairways, lifts, rubbish chutes, lighting or other items or areas that are shared by all the tenants and leaseholders. 

In almost all cases, we will carry out a repair. We will only replace something if it is not practical or is too expensive to repair it. We may remove some items without replacing them. In some cases where a repair is difficult to diagnose, we may need to visit to inspect the property.

If your home needs an emergency repair call 01664 502502 and follow the instructions on the message. You can find out more about emergency repairs on our emergency repair webpage.

Repair categories

Your repair will be allocated a priority based on the information you give us.

It is important to give us as much accurate information as you can. Overstating or exaggerating the urgency of a repair will affect the efficiency of the service for all our customers.

We will offer you an appointment within 7 or 28 days for all repairs except emergencies, which will be responded to within 24 hours. You must keep appointments that we have agreed with you.

 

Emergencies: For example uncontrollable leak or complete loss of heating or hot water. The repair will be responded to within 24 hours. No appointment will be made but an adult will be expected to stay at the property until the emergency has been made safe.

Urgent: For example a leaking pipe with the water being caught in a bowl. An appointment will be made and completed within 7 days, you will be called by the contractor to arrange the appointment.

Routine: For example, dripping taps into the sink, leaking guttering. An appointment will be made and completed within 28 days. You will be called by the contractor to arrange the appointment.

 

If the operative is unable to gain access to your property, they will leave a card with contact details in order for you to arrange a new time for the work to be carried out. We will try to arrange access twice but if we cannot get in to do the repair, it will be cancelled and you will need to call us to report the repair again. Please note that you may be charged for some missed appointments.

Some larger more complicated repairs or improvement works may take longer.

Help us to get the job done

When our repair staff or contractors visit to carry out work we expect them to respect your home. It is important to remember that your home becomes a workplace so we need you to help us carry out work quickly and safely:

  • Making sure that someone is home for the appointment. If you report an emergency repair, you must stay in your home until the contractor arrives, if it is safe to do so.
  • We expect you to make arrangements to allow contractors to get on with their work (for example, by keeping children and pets out of the way).
  • Clear work areas and arrange for furniture to be moved or floor coverings to be taken up, if necessary.
  • We aim to protect staff and contractors from the effects of second hand smoke and would respectfully ask that you or other family members do not smoke whilst our contractors and staff are in your property.

 

 

Last updated 5 March 2024
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