Report a repair
Everyone deserves to feel safe and comfortable in their own home. We’re here to support you in making that happen.
We understand that when you have a fault in your home, you want to get it fixed as soon as possible.
There are many ways you can report a repair to us but using our online repairs reporter is the easiest, quickest solution! It takes you through, step-by-step, so you choose the best option for you and your home.
We’ll respond to you as soon as possible to arrange an appointment that suits you. If your repair is an emergency, please call us and we’ll sort it within 24 hours.
You can also let us know by telephone, on 0300 123 55 22. And don’t worry if it’s out of hours, you’ll still be connected to our service centre team, or alternatively, our chatbot Zippy is available 24/7.
Alternatively, text us on 67200 with your repair details and address, and we’ll get back to you to book an appointment.
We sort home repairs into five categories to help make sure that you get the best possible service from us, every time.
It’s useful for you to know what your repair is classed as, so you can check out our timescales below.
- Emergency repairs: This is a repair that, if let undone, would be a danger to you or your community, or cause major damage to your home. Think gas leaks, hazardous electrical faults, and major water leaks. Sometimes, depending on the repair, we may not be able to completely fix the problem, but we will always make it safe within 24 hours.
- Urgent repairs: This type of repair causes disruption to your home, and may affect your health, safety, or security – meaning they need to be done quickly and easily. Think partial loss of electrical power or gas supply, a blocked bath, or unsecured external door.
- Routine repairs: These are repairs that are not unsafe, but if left for a long period or time may get worse and become a hazard. Think loose taps, faulty guttering, or minor plumbing repairs.
- Replacements: This type of repair is usually the replacement of items that need pre-inspection, ordering, and manufacture so they take a little longer.
If your repair is related to damp, mould or condensation please visit here.
Depending on what type of fault you have, influences how long it will take to get it fixed:
- Emergency repairs, like a gas leak, will always have a same day response
- Urgent repairs, like partial loss of power or a blocked bath, will be sorted within three working days
- A routine repair, like a loose tap in your sink, will be tackled within 10 working days
- Planned repairs, like a worn-out fixture, will be completed within 21 working days
- And any batched repairs will be done within 100 working days
If your repair is reported out of hours, after 5pm on a weekday or on the weekend, we’ll respond to you within two hours.
Due to the pandemic, some materials may be difficult to source, and can lead to delays outside of these timescales. If this is the case, we’ll make sure that you’re kept up to date throughout the entire process.
When you report a repair, you can choose the following slots for an appointment:
- Morning or afternoon
- Appointments that avoid the school run
- Evenings up to 6:30pm, on weekdays
- Saturdays until 12 noon
There are some repairs that you will need to take care of yourself. These include:
- Any tiling, fixtures and fittings, kitchen units.
- Minor plumbing tasks like replacing toilet seats or bath panels, providing plugs, keeping external grids and gullies clear from leaves and debris, and repairing your own equipment like a washing machine
- Minor joinery responsibilities including: all internal locks, door handles, cupboard catches and hinges, drawer pulls and handles, loss of keys, hat and coat hooks, curtain rails battens, repairing internal doors, refitting of doors after laying carpets, repairs to gates, repairs to fencing (except where dangerous), releasing windows stuck by internal painting; clothes racks and pulleys.
- Providing electrical plugs or replacing light bulbs
- Paving or flagging, unless it’s on the main path, and fixing gates
ForHousing are also not responsible for any work needed due to faulty workmanship carried out by a tradesman you employed.
We understand that if you have a disability or are classed as vulnerable, you may not be able to carry out these repairs. We are here to help, so please contact us and we’ll find a solution together.
You can request a full list of these repairs from us, and more details can be found in your tenancy agreement.
It’s super simple to check the status of your repair by using MyAccount+, just log on and get all the information you need, immediately, no matter the time or day.
Alternatively, you can email us at email@example.com, and we’ll get back to you as soon as we can.
An adult must be present to allow our operatives access to your home, for safety reasons, otherwise we will not be able to complete your repair.
We want to be the best landlord we can be. You can keep up to date with our performance by checking out our service standards.