If you rent your home from us, and need to raise a non-urgent repair then please call us.
When you call us on the phone, we’ll record the details of your repair, and then either:
- Book in your repair, or
- Arrange for one of our partners to contact you within seven working days to book in your repair
If you have an emergency repair, please call us straight away on 0800 678 1221.
Repairs to communal areas
If you notice a repair is needed to a communal area of the building you live in, please call us.
If the repair is urgent, please make sure that you call us as soon as possible on 0800 678 1221.
What you can expect from us when you raise a repair
When something goes wrong in your home, you want to know is how soon it can be fixed. Here’s what you can expect from us:
- Emergency repair (within 4 or 24 hours, depending on the type of repair) – any repair that’s needed to protect your immediate health, safety or security, or to make the structure of a building safe. For example, an uncontainable leak in your home. If we can't immediately repair, we’ll make sure the area is safe and arrange with you to return to make the repair.
- Routine repair (within 28 calendar days) – any routine repair that’s not an emergency. For example, replacement of cracked tiles in your bathroom.
- Major repair (within 60 calendar days) – any repair that will take longer than four hours to complete, needs several different types of trades, a specialist partner, or needs scaffolding. For example, fitting new windows in your home.
When a routine or major repair is raised and we already have planned improvement works scheduled, we may complete the repair as part of the planned works. This means you might have to wait longer for it to be completed. If the repair poses a risk to your safety, we’ll carry out a temporary make-safe repair in the meantime.