Repairs to my home

We are here to help you keep your home in good condition and we have some key information to help with maintenance and some simple fixes. We can also offer help through our repairs service for customers.

What type of repair do I have?

Repairs are categorised as emergency, routine or major. You’ll be offered an appointment if the repair is routine. Wherever possible we will confirm the appointment via a text message. Prior to arriving we will aim to confirm arrangements via a text message or telephone call.

All of our repairs contractors sign up to our code of conduct.

Emergency repair (within 4 or 24 hours, depending on the type of repair) - any repair that is needed to protect your immediate health, safety or security, or to make the structure of a building safe. If we can't immediately repair, we will 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 is not an emergency.
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 contractor or needs scaffolding. If we need to do an inspection before we start a routine or major repair, the completion time for your repair will start once the inspection has been done and the work has been ordered.

Repairs where there are planned improvement works scheduled

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 but, if the repair poses a risk to your safety, we will carry out a temporary make-safe repair in the meantime.

Repair responsibilities

Hand fixing a silver pipe with a red spanner

Our repairs responsibility tool

We’re committed to maintaining homes and communal spaces where we are responsible for their upkeep.

Your responsibility for repairs will differ depending on the type of repair needed and the type of account you have with us.

Before you raise a repair, it might be your responsibility to fix, you can check using our Repairs Responsibility tool.

Use our tool

Leasehold, shared ownership and home owners repair responsibilities

As a shared owner, leaseholder or freeholder, you can find your repairs responsibilities in your lease or transfer agreement. In this document, you will be able to find confirmation of:

Your maintenance and repair responsibilities in your home
Our maintenance and repair responsibilities
Whether you need to get our permission or not before carrying out alterations to your home
Allowing access to your home so our contractors can carry out repairs.

Visit the Government's website to find further information about leasehold homes and shared ownership.

If you have a new shared ownership lease with an ‘initial repair period’, which usually lasts for the first ten years, find out how to access this service.

Alternatively please contact us.

More about repairs

Other useful repairs information

Insurance information about your building and your home's contents

Plumbing advice

Home improvements, annual gas servicing and planned major repairs

Insurance information about your building and your home's contents

There are two main types of insurance that can cover the costs of damage to your home and items in it:

Contents insurance covers costs for loss of and damage of personal possessions, kitchen appliances, furnishings and other items inside the home. It is your responsibility to take out contents insurance and we urge you to do so. If, for example, a leak causes damage to your TV, carpets or personal possessions we are not generally liable to replace these and any replacements will need to be undertaken by your insurers, as they would be if you owned your home.
Buildings insurance covers costs for damage to the property (including the internal structure). If you rent from us or have a lease agreement with us, we will arrange buildings insurance for you. If you have bought the freehold of a property from us, you will be responsible for arranging buildings insurance.

Plumbing advice

Keep your drains clear

There are some things that you can do to make sure your pipes and drainage stay safe, Below is some handy advice to help you ‘love your pipes’.

Here’s a list of things you should never flush down your toilet or pour down your drains:

Fat and oil
Wet wipes (including baby wipes, toilet wipes and make-up removal wipes)
Nappies
Sanitary towels and tampons
Cotton buds
Kitchen roll
Food waste
Condoms
Dental floss
Plasters and bandages
Tights and other clothing
Incontinence products
Plastic toilet cleaner holders
Cat litter

Keep your showers, baths and wash basins clear of hair, soap and mineral build-up. This can be done by regularly checking the drains to make sure that they are clear and that water is flowing freely.

Remember most shower clogs are made of hair, which can be loosened and pulled up. If your drain does get blocked, we ask that you try to unclog it yourself before calling us. If you have not tried to unblock and the blockage is something reasonably expected for you to clear, we may charge for this (eg, hair or items you could simply remove yourself)

Don’t pour cooking fat down the sink

It can harden and cause blockages. Instead, pour the fat into a separate container, let it cool and harden and then dispose of properly. Running the hot tap and pouring washing up liquid down the sink won’t prevent fats or oils from blocking your pipes.

If you can’t sort the issue yourself, you may report a repair to us in the usual way, using myAccount.

Dispose of hazardous waste safely

Chemicals, solvents, engine oil and paint should be taken to your local refuse or recycling site. Medicines, tablets, syringes and needles should be taken to your pharmacist, hospital or health authority for safe disposal.

Why not check out our Short ‘Fix it’ videos for help

As a customer, you might be responsible for carrying out some repairs to your property. Our Fix it videos can give you help and advice on how to carry out simple repairs

Home improvements, annual gas servicing and planned major repairs

If you want to know more about home improvements and annual gas servicing, visit the home improvements page for help information.

If you have been contacted by us about planned refurbishments, major repairs or improvements work, or have any questions about this, you can also find more information in the home improvements page.