How do I report a repair?
There are many ways you can report a repair to us. 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.
The video below will guide you through reporting a repair using our webform.
Repairs reporter form
Other ways to report a repair
You can also let us know by telephone on 0300 123 55 22, between Monday – Friday, 8am – 6:30pm. After this time, you will still be connected to our Customer Connect Hub team, or alternatively, our Customer Connect Hub Web Chat, available 24/7. You can find it in the bottom right-hand corner of the screen.
Alternatively, text us on 07537 410 100 with your repair details and address, and we’ll get back to you to book an appointment. Please note, this number is not monitored 24/7 and we will respond to you Monday – Friday, 8am – 6:30pm.
We sort home repairs into four 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:
Depending on what type of fault you have, influences how long it will take to get it fixed.
If your repair is reported after 5pm on a weekday or on the weekend, we’ll respond to you within two hours. 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.
We will keep the structure and exterior of your home in repair including:
• The roof
• Drains, gutters and external pipes
• Outside walls, outside doors, windowsills and window frames
• Major internal plasterwork
• Chimneys and chimney stacks (but not sweeping the chimneys).
We will also keep any heating or water systems, toilet, and gas and electricity supply in proper working order including:
• Water pipes and tanks, gas pipes, and electrical wiring inside your home
• Electrical sockets and switches (but not plugs, fuses, light bulbs, or appliances that have not been provided by us)
• Basins, sinks, baths, showers fitted by us, toilets, flushing systems, waste pipes and tap washers
• Water heaters, boilers, and central heating systems.
If you need to book a repair, we understand it’s important for us to offer you choice of time slots. When you report a repair, you can choose the following times:
1. Morning or afternoon
2. All-day
3. Appointments that avoid the school run
If the times above don’t suit your needs, please visit our contact us page to get in touch and arrange a time slot that works best for you.
It’s 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 can call 0300 123 5522 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.
