How to report a repair

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.

 You can log in to My Account 24/7 to:

  • Request a repair
  • Check, amend or cancel your booking
  • View your repair history.


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For emergencies call

0300 790 6555

Is it an emergency?

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:

  • Gas leaks
  • Uncontainable water leaks
  • Complete loss of heating and hot water
  • Electrical or fire risk
  • Property security

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.

0300 790 6555

When will it be done?

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).

Who is responsible?

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:

  • Maintaining internal decoration, including cleaning condensation and mould caused by poor ventilation
  • Maintaining and repairing cookers, washing machines and fridges (unless we have provided them). This includes installing them correctly
  • Clearing blockages in waste pipes and toilets, even if this is accidental
  • Maintaining fuses and electric plugs on appliances
  • Light bulbs and fluorescent tubes
  • Replacing batteries in remote controls, battery operated alarms/timers and doorbells
  • Plugs and chains to baths, sinks and wash hand basins
  • TV aerials (unless communal)
  • Maintaining your garden
  • Fences between gardens (except the privacy panel)
  • Replacing keys and locks if they are lost or stolen
  • Damage caused by you, other residents or visitors
  • Any repair due to wilful damage or neglect
  • Pest control.
  • Toilet seats


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.

We are committed to:
  • Keeping the outside (e.g. roof, walls, doors, windows, paths) and inside (e.g. ceilings, doors, floors) of your home in good repair
  • Making sure supplies for gas, water and electricity are in good working order
  • Maintaining kitchen and bathroom equipment and drainage
  • Maintaining shared areas like entrances and stairways in blocks of flats.


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.

Looking after your home

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

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

Common questions

Customer services