Repairs reporter

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

    8am – 12pm

    12pm – 4:30pm

    Avoid school run

    We will make your appointment between 9.30am to 2.30pm

    Mon: 8am – 12pm

    Mon: 12pm – 4:30pm

    Mon: Avoid School Run

    Tue: 8am – 12pm

    Tue: 12pm – 4:30pm

    Tue: Avoid School Run

    Wed: 8am – 12pm

    Wed: 12pm – 4:30pm

    Wed: Avoid School Run

    Thur: 8am – 12pm

    Thur: 12pm – 4:30pm

    Thur: Avoid School Run

    Fri: 8am – 12pm

    Fri: 12pm – 4:30pm

    Fri: Avoid School Run

    By submitting this job you accept that should this repair involve a rechargeable cost, an invoice will be sent to you for the full amount.

    Please prove you are human by selecting the cup.

    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.

    What types of repairs are there?

    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:

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    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.

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    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.

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    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.

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    This type of repair is usually the replacement of items that need pre-inspection, ordering, and manufacture so they take a little longer.

    How long will my repair take?

    Depending on what type of fault you have, influences how long it will take to get it fixed.

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    Emergency repairs, like a gas leak, will always have a 24 hour response to keep you safe.

    Electrical Safe Icon

    Urgent repairs, like partial loss of power or a blocked bath, will be sorted within three working days.

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    A routine repair, like a loose tap in your sink, will be tackled within 30 working days.

    Water Safe Icon

    We’ll arrange an inspection for all reported cases of damp and will carry these out within 10 working days of being reported.

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    Damp repairs, like a damp proof course, will be completed within 40 working days following the inspection. Some may take a little longer if more complex but we will discuss this with you.

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    Any replacements will be done within 80 working days.

    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.   

    What repairs are we responsible for?

    Outside your home

    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).

    Inside your home

    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.

    What times can I book an appointment?

    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.

    How do I track my repair?

    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. 

    What else do I need to know?

    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. 

    We want you to be satisfied with the services you receive from us and to be able to trust us to deliver on what we say we will do. To find out what you can expect when reporting a repair, click the button below

    Click here to see our service standards