Call the Customer Care Team on 0300 1234 009
Click the link below to send us an email.
Repairs can be reported via myhomeonline.
During the November lockdown we will endeavour to continue with our repairs service as normal.
However, unfortunately there may be times when our service is impacted, due to team members and contractors self-isolating, and appointments might need to be rescheduled or cancelled. Also, this may mean we might not always be able to meet our standard response times.
If this happens, we will contact you as soon as we can. We appreciate your patience during this time.
Please keep us updated:
If we’re due to visit your home and you, or someone in your household, develops symptoms or tests positive for Coronavirus, please contact the Customer Care Team to let us know, via the coronavirus webpage or at email@example.com or call on 0300 1234 009.
How do I report a repair?
You can report a repair by contacting us in the following ways:
T: 0300 1234 009 (please report emergency repairs via telephone). If this number is unavailable outside of office hours please call 0203 701 3553.
Calls to 0300 numbers costs no more than a call to UK landline numbers beginning in 01 or 02 and are part of inclusive minute packages from mobile and landline operatives.
If you call us outside of our regular opening hours, you will be directed to our out-of-hours service.
You can also report repairs via our myhomeonline.
How soon will a repair be completed?
Response time: To be completed within 24 hours.
Emergency repairs are those needed to avoid immediate danger to your health and safety, or serious damage and destruction to your home.
This includes things like total loss of water, unsafe electric fittings, total loss of heating in winter and blocked mains drain, soil pipe or toilet if it is the only one in the property.
We will aim to make your home safe or prevent further damage. We may need to arrange a further visit to complete the repair.
Response time: To be completed within 5 working days.
Urgent repairs are any repairs that are not dangerous but that could become worse or cause other problems if they are not dealt with. This includes things like follow-on works from an emergency, minor plumbing leaks or defects, minor electrical faults and roof leaks.
Response time: To be completed within 20 working days (28 calendar days).
This includes all other repairs that are necessary and our responsibility, but that do not affect the immediate use of the property.
Routine repairs include things like repairs to fencing, doors, windows and floors, work to kitchen fittings and other minor issues.
If the repair is needed by a resident who is vulnerable due to age, disability or another medical or social reason, we will do our best to respond as quickly as possible.
Please make sure you provide us with access to your home for the agreed appointment. Where access is not provided or refused we reserve the right to recharge you for an aborted call out.
If you are having a repair or improvement works undertaken in your home, please do not smoke in the affected room(s) for one hour before and during the works.
We have a legal obligation to provide a safe working environment and residual passive smoke presents a health hazard. We reserve the right to refuse to enter a property which has cigarette smoke lingering, and to recharge if a return visit is necessary.
Where it has been identified that residents have caused damage to their property, undertaken unauthorised alterations, or left possessions and/or rubbish behind when vacating, we will proactively seek to recover the costs from those residents for the costs incurred to rectify the damage/issues identified.
Where a non-emergency repair has been requested and it is evident that it is due to tenant damage, work will not be carried out unless the tenant agrees to pay for the full costs of the works in advance of them being carried out.