For emergencies call
You can log in to My Account 24/7 to:
For emergencies call
Call our Customer Service Centre
Monday to Friday, from 8am to 6pm
You are responsible for some repairs.
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.
We aim to complete your repair within 12 working days.
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:
If we are called out to do a repair which is your responsibility we may charge you for this.
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.
We aim to complete your repair within 12 working days.
Some jobs need specialist materials or contractors. If this is the case, we will aim to complete your repair within another 12 working days.
Emergency repairs are completed within 24 hours or made safe until a permanent repair is possible.
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.
