Welcome to the online Repairs Handbook
This guide is designed to provide you with useful information about our repairs service. There is also a copy of the Repairs Handbook available to download.
As part of your tenancy agreement, not all repairs are carried out by us, some repairs are your responsibility. Please refer to the 'Which repairs are your responsibility?' page for details.
Report a repair
You should tell us as soon as possible when your home needs a repair. We will not repair damage caused by you.
You can report a repair on-line on this page:
Alternatively you can report a repair by e-mail or by telephone to the Customer Contact Team:
- Email – firstname.lastname@example.org
- Telephone - 01202 319119
Our phone lines are open 8am- 6pm Monday to Friday.
If you have an emergency outside of these hours,you will be transferred to our out of hours service who will determine whether the repair needs to be attended to immediately. If the repair is not classed as an emergency you will be advised to contact us when our offices reopen.
How quickly will repairs be completed?
We aim to carry out repairs as quickly as possible through an appointment system from 8.00am to 8.00pm Monday to Friday and 8.00am to 12.00pm on a Saturday.
Repairs are prioritised depending upon:
- the seriousness of the defect
- the impact it will have on the household
- the potential damage to the property
Repairs are categorised as 'High Priority' or 'By Appointment'.
We will ensure that customers living in supported housing, (including customers living in general needs housing who receive support and customers who have a live-in carer), and retirement living accommodation are given priority appointment times so that repairs are carried out as soon as practically possible.
Access to your home:
We will, at various times, require access to your home, for example; to inspect a repair or service gas appliances. Please refer to our Access to your home page for details including how to recognise our employees and contractors.
Please select one of the following buttons for information on specific types of repairs and prevention advice:
Includes important information on: Gas, Fire, Electrical, Water, Carbon Monoxide and Asbestos.Your Safety
Protecting your home
Includes information on: Frost damage, burst pipes, condensation, home energy, pests and vermin and home insurance.Protecting your home
Alterations and home improvements
Includes information on: Alterations, improvements and adaptions.Alterations and home Improvements
Which repairs are your responsibility?
For clarity on whether you or we are responsible for a repair (by type), chargable repairs and considerations when moving out.Your responsibilities