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Repairs and maintenance
Find out how to request a repair, learn more about your repair appointment and more.
If something in your home has broken, we’re here to help. Get more information now via the links below.
Reporting a repair
Need a repair doing which we’re responsible for? We’re here to help. Learn how to request one, expected timeframes, emergency information, and more.
Damp, mould or condensation
If you’ve noticed damp, mould or condensation at home, we’re here to support you. Find out some simple things you can do, as well as how to ask for our help.
Your repair appointment
Find out what to expect at your repair appointment, how to prepare ahead of time and what you’ll need to do during our visit.
Frequently asked questions
Some repairs are your responsibility and others are Citizen’s. Before reporting a repair, check our maintenance responsibilities information to make sure it’s something we’re responsible for. If you or one of your visitors accidentally damages something, you’ll be responsible for fixing it and you may be charged if we attend to a repair that’s your responsibility.
The best way to report a standard repair is through My Account. You can also use My Account to check, amend or cancel your booking and view your repair history. For urgent repairs like a gas leak, fire risk or a complete loss of heating, let us know immediately on 0300 790 6555.
Emergency repairs are attended to within 24 hours. For standard, non-emergency repairs, we aim to complete at least 85% within 25 working days. Some more complicated repairs may take longer, particularly if specialist materials or contractors are needed. We’ll let you know if this is the case.
Please make sure there’s access to your home at the date and time of your appointment. You should also clear the area around the repair and make sure there’s a clear path to the work area. An adult must be at home for the whole appointment, while children and pets should be kept away from the work area.
If you’re experiencing damp, mould or condensation, let us know as soon as possible. You can do this through My Account, it’s really helpful to include photos and information about which rooms are affected and what the problem looks like.
For urgent issues, or if you can’t use My Account, call us on 0300 790 6555. We’ll respond within the timescales set out by Awaab’s Law – 24 hours for emergency hazards and 10 working days for other significant hazards.