Repairs and maintenance

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

We’re working as hard as we can to get your repairs done as quickly as possible. However, your routine repairs may take a little bit longer than usual, due to national contractor and materials shortages. You can find more information about this under 'How quickly will repairs be completed?' below.
We know when something goes wrong in your home it’s important that it gets fixed. On this page you’ll find information on how to report a repair, and how long your repairs might take. You can also download a copy of our Repairs Handbook
As part of your tenancy agreement, not all repairs are carried out by us. For more information on repairs you can do yourself, take a look at the 'Which repairs are my responsibility?' page.

We’re still committed to delivering repairs in a Covid-safe way. Our operatives will wear a mask and practise social distancing whilst in your home. For more information, you can watch the following short video.

Report a repair on MyHome

If your home needs a repair, please let us know as soon as possible by reporting it on MyHome. Unfortunately, we cannot repair damage caused by you.

Report a repair on MyHome

If you haven't registered for MyHome yet, you can do so quickly and easily by clicking the button above. You'll just need your account reference number.

You can follow up on any repair logged on MyHome by:

Calling us on 01202 319 119, 8am-8pm Monday to Friday, and 9am-1pm on Saturday.

In an emergency, you can report a repair on the number above. Outside our regular opening times, you will be transferred to an out-of-hours service provider.

How quickly will repairs be completed?

We aim to carry out repairs as quickly as possible, based on an appointment system.

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.

At the moment we’re experiencing some delays with repairs due to Covid, and material and contractor shortages. You can find out more here.

We will continue to prioritise repairs that have an impact on your safety or security, but you may find that routine repairs take a little longer to complete. If there’s a delay with your repair, we will let you know.

Vulnerable customers

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 sometimes need access to your home, for example, to inspect a repair or service gas appliances. Please have a look at our Access to your home page for details including how to recognise our employees and contractors.

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.

Which repairs are my responsibility?

Find out who is responsible for different repair types, chargeable repairs and things to consider when you're moving out.

New build properties

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