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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.
Repairs, who’s responsible?
This information is for Citizen tenants only. If you are a shared owner or leaseholder, different responsibilities apply:
Shared owners: Find out what shared owners are responsible
Leaseholders: Find out what leaseholders are responsible for
Keeping your home in good condition is a responsibility we share with our tenants. However, it’s important to understand which repairs and maintenance jobs you’re responsible for, so you don’t end up calling out our repair team to fix something that’s your responsibility.
If you or one of your visitors accidentally damages something, you’ll be in charge of fixing it. We know repairs can be pricey, so we encourage all tenants to take out content’s insurance. Just remember — not all policies are the same, so check that yours includes cover for accidental damage to your landlord’s fixtures and fittings.
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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.
We're now managing all cases of damp, mould and condensation and emergency repairs in line with Awaab’s Law. You can still report emergencies by My Account or by calling 0300 790 6555, but we will respond within the new time frames set out by the law. These are 24 hours for emergency hazards and 10 working days for other significant hazards. We will also be providing you with more written progress updates.
Requesting a routine 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 soon as we can. If your repair is an emergency, it will be managed in line with Awaab’s Law, and you will receive regular written progress updates.
Our repair targets
From April 2025, our target is to complete at least 85% of routine, 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.
Specialist repairs
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.
● Roofing, bricklaying or groundworks - 2 week
● An electrician - 3 weeks
● A plumber - 1 week
● Fencing or a carpenter - 2 week
● Any other repair - 2 weeks
● Roofing, bricklaying or groundworks - 2 weeks
● An electrician - 3 weeks
● A plumber - 4 weeks
● Fencing or a carpenter - 3 weeks
● Any other repair - 4 weeks
● Roofing, bricklaying or groundworks - 2 week
● An electrician - 3 weeks
● A plumber - 1 week
● Fencing or a carpenter - 2 week
● Any other repair - 2 weeks
Manage your account online
Sign in to view statements, book repairs, update your details, and manage your preferences all in one place.
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.