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Reporting a repair
Has something broken in your home that’s our responsibility? We’re here to help. Find out how to request a repair, how long it’s expected to take, emergency repair information and more.
Our repair service
We run a comprehensive repair programme that prioritises emergency repairs alongside routine repairs and planned maintenance.
Before you request a repair, you should double-check that it’s our responsibility. Calling us out to fix a problem that you’re responsible for might mean we have to charge you.
See which repairs you’re responsible for on Maintenance responsibilities
Requesting an emergency repair
If you have an emergency, let us know immediately on 0300 790 6555. We prioritise all emergency repairs and will attend within 24 hours, 365 days a year.
Emergencies are problems that pose an immediate health and safety risk to you, or the structure of your home has been damaged.
They include:
● gas leaks
● uncontainable water leaks
● complete loss of heating and hot water
● electrical or fire risk
● property security
Please don’t give us misleading or false information, which makes us believe your repair is an emergency when it isn’t. If you do this, you might have to pay a charge for the call-out.
If we can’t resolve your emergency repair immediately, we'll make it safe until a permanent repair is possible, usually within 25 working days.
Requesting a standard repair
Make sure the repair you’re reporting is our responsibility – you can check this on our Maintenance responsibilities page.
The best way to request a repair is via My Account. You’ll also be able to check, amend or cancel your booking, and view your repair history.
Request a repair via My Account now
We’ll get back to you as soon as possible with a repair slot between 8am and 6pm, Monday to Friday.
Who carries out your repairs?
Most repairs in your home will be carried out by our Citizen repairs team. For certain jobs, we may use specialist contractors or engineers. If we’re especially busy, our partner Axis may step in to help us get to you sooner. We’ll always let you know who will be carrying out your repair when we confirm your appointment.
How long until you carry out my repair?
We know it’s frustrating when something breaks, and we’ll get to your repair as quickly as we can. During busy times, our trusted partner Axis may help us so your repair is done sooner.
Our repair targets
From April 2025, our target is to complete at least 85% of standard, non-emergency repairs within 25 working days. More complicated repairs might take longer, but we’ll make sure you’re informed about this as soon as possible.
Some jobs might need specialist materials or contractors, which can affect how long you’re waiting – we’ll let you know if this is the case. All emergencies will be attended to within 24 hours.
Check below to see the average wait times for your area.
