For emergencies call
To help us protect you and our teams and prioritise emergencies, please consider if your repair is urgent and can’t wait before you book it in. It is likely you will have to wait longer than usual for your repair to be completed. Please bear with us while we get back up to speed. Thank you for your patience. We are committed to doing all we can to keep our customers and staff safe by keeping in place safety measures. Want to know how we’ll keep you safe and what you need to do? Watch our animation.
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For emergencies call
Emergency repairs are needed when there is an immediate health and safety risk to you or the structure of your home has been damaged.
Emergency repairs that should be reported immediately include:
If you provide misleading or false information which makes us believe your repair is an emergency when it isn’t, we may charge you for the call-out.
Got an emergency?
Call us straight away.
Due to the pandemic we are continuing to work through a backlog of repairs. Please bear with us as you may have to wait longer than usual for your repair to be completed. Thank you for your patience.
Some jobs need specialist materials or contractors. If this is the case we will inform customers of a timescale.
When you report a repair, we offer you a choice of appointment slots between 8am and 4.30pm.
We complete emergency repairs in 24 hours, or make them safe until a permanent repair is possible (within 12 days).
Keeping your home in good condition is a responsibility we share.
You are responsible for some of the repairs and maintenance of your home including:
You can read our Estate Management Policy here.
If we are called out to do a repair which is your responsibility we may charge you for this.
You can read our Repairs and Maintenance Policy here.
You can read our Estate Management Policy here.
You can read our Lift Management Policy here.
We have developed a series of commonly asked questions to help you deal with common issues in your home.
Visit our Your questions section to access this.
Damp and mould is one of the most common problems in a home.
We’ve developed some information and tips to help you deal with it.
Visit our dedicated damp and mould page
When you report a repair, we offer you a choice of appointment slots between 8am and 4.30pm.
Emergency repairs are completed within 24 hours or made safe until a permanent repair is possible.
In most cases, it is your responsibility to deal with a pest problem in your home or garden. You’ll also need to let us know of any situation that might cause pests to enter your home.
If the pest problem is due to any neglect or disrepair on our part, we will deal with the problem.
Due to the pandemic we are continuing to work through a backlog of repairs. Please bear with us as you may have to wait longer than usual for your repair to be completed. Thank you for your patience.
Some jobs need specialist materials or contractors. If this is the case we will inform customers of a timescale.
When you report a repair, we offer you a choice of appointment slots between 8am and 4.30pm.
Most of the repairs we carry out in your home will be done by Citizen repairs operatives.
For other repairs we may use contractors to do the work for us, for example engineers to work on your gas central heating and specialist contractors for some of our planned programme of work.
You will be told who will attend when you book your repair.
If the damage was caused by you, your family or visitors then you will be liable to pay for any repairs. For more information about repairs visit our dedicated repairs page.
Yes. All our repairs operatives and contractors carry identity cards so you can be sure of their identification. If you are ever unsure about someone’s identity contact us.
