Report a repair

It is important to us that your home is safe, secure and well maintained. We provide a comprehensive repairs and maintenance service to help keep homes in good condition and to deal with issues as quickly and effectively as possible.

The easiest and quickest way to report a repair is by using our repair reporting form. This allows you to report issues at any time and helps us make sure the correct repair is raised and prioritised:

Once we receive your request, we’ll get back to you as soon as possible to arrange an appointment at a time that suits you.

If you need to report an emergency repair, please contact us straight away either using our reporting form or by calling 0300 123 7724.

What happens next?

Once a repair has been reported, the information you provide will be reviewed and the next steps arranged. This may include contacting you to arrange access, appointing a contractor, or prioritising the repair if it is urgent.

Appointments will be arranged for a time that is suitable for you. For safety reasons, an adult must be present to allow access to your home. If access cannot be provided, the repair may need to be rebooked.

Emergency repairs are issues that pose an immediate risk to health or safety. These will be responded to as quickly as possible, usually within 24 hours.

Tracking your repair

You can keep up to date with the progress of your repair through MyTenancy+ App or Portal which allows you to view updates at a time that suits you.

Repair responsibilities

Some repairs are the responsibility of us, while others are the responsibility of you as the tenant.

We are responsible for repairs to the structure and exterior of your home, such as:

• roofs
• external walls
• doors
• window frames
• drainage.
• damp
• maintain fixed installations for water, gas and electricity, communal areas
• larger plastering works

You are responsible for looking after many of the items inside your home. This includes internal fixtures and fittings such as door handles and locks, cupboards and hinges, curtain battens, and minor plaster cracks.

You are also responsible for your own appliances, blocked sinks and waste pipes, and any alterations or fittings you have installed yourself.

Rechargeable repairs

In some cases, you may be charged for a repair. This can apply where damage has been caused deliberately, through misuse or neglect, or where the repair is your responsibility.

If a repair is rechargeable, we will explain this to you in advance and let you know the likely cost before any work is carried out. The rechargeable repairs policy has further information.

If you are unhappy with the service

We know that sometimes things do not go as planned. If you are unhappy with the repairs service or the condition of your home, please contact us as soon as possible so we can try to put things right.