Repairs and maintenance

This page is designed to provide you with useful information about our repairs service. 

We work as hard as we can to get your repairs done as quickly as possible, and we understand that when something goes wrong, you just want it fixed.

The easiest way to report your repair is online via MyHome, which is available 24/7 and might save you a bit of time if the phone lines are busy.

You can find out more about our repairs service, including how to report one to us, your responsibilities, what to expect when we carry out your repair, DIY and more in our customer repairs guide.

Keeping you safe

Although the government has lifted all Covid restrictions that affect the way we work in your homes, we’re still committed to keeping our customers and colleagues safe. 

We’ll continue to work at a safe distance from you in your home, and we thank you in advance for your co-operation with this. To maintain a high level of hygiene, anyone visiting on behalf of Stonewater will wear a mask and clean their hands before coming in. 

If someone in your home has Covid symptoms, please tell us so we can work out how to visit you in a Covid-safe way. If you’re vulnerable and need us to stay out of certain areas of your home, please let us know when you contact us. 

If you’re not sure what to do, get in touch with us so we can help.

Which repairs are my responsibility?

There are some things in your home which are your responsibility to look after and if they need repairing, you’ll need to get them fixed.

For a full list of what you are responsible for in your home, take a look at this section of our repairs guide.

 

Vulnerable customers

We’ll make sure that for those customers who need extra support at home (such as those in retirement living, for example) are given priority for any repairs that are needed that could cause stress, anxiety and health problems, such as heating and hot water.

For more information, take a look at one of the topics below:

For more information, take a look at one of the topics below.

Your safety

Find out about a range of safety information, including gas, fire, electrical, water, carbon monoxide and asbestos.

Protecting your home

How to protect your home from frost damage, burst pipes, condensation, home energy, pests and vermin and home insurance.

Alterations and home improvements

Key details you need to know about alterations, improvements and adaptions.

New build properties

If your home is under 12 months old, find out about how to report any defects and other useful information here.

Access to your home

We will sometimes need access to your home, for example, to inspect a repair or service gas appliances. Discover what we expect from our contractors.