How to report a repair
From 29 March our full repairs service returned, including emergency, external and communal repairs.
If you notice that a repair is needed in your home, please report it to us as soon as possible to help us make sure the fault is fixed in good time.
Getting the right operative to you first time
When you report your repair to the team, it’s always helpful to be as clear as possible about what and where you think the repair is. This helps us make sure we get the right operative to visit and get the problem fixed first time, where possible.
If you’re not sure about what is causing the problem, photos are very helpful. You can share your photos with us via email or by using our online repairs request form.
Reporting your repair online
If your repair isn’t urgent, our online repairs request form is a straightforward and reliable way to request a repair visit. You can input all your contact details and upload photos of the fault. A member of the team will be in touch to arrange for an operative to visit.
Every time you contact us about a repair, we categorise your request into emergency or a non-emergency.
We’ve been receiving a high volume of calls since our full repairs services returned on 29 March. Please be aware that you may have to wait slightly longer for your repair. We remain committed to giving you the earliest possible appointment that fits with your schedule.
Emergency repairs will be attended within 4 hours of you reporting the fault. We’ll try to repair the fault at this first call out but sometimes we’ll just make the situation safe, then do the follow-up work later.
Non-emergency and routine repairs will be attended within seven days of when you first reported the fault.
Communal repairs can take up to 31 days to be repaired, but anything urgent will be prioritised. If you do see anything that needs repairing, please don’t assume someone else will report it, let us know and we can make sure it gets sorted. The more information you provide the better we can assess the urgency, again using our online form or emailing us photos helps us to do this.