- Home
- Customer Area
- Repairs Service
We are having problems with our out of hours phone line. If you need emergency help please call 01744 417709. We're working hard to fix the problem and apologise for any inconvenience.
Repairs service
We provide a comprehensive repairs service that fixes problems caused by normal wear and tear. Here you'll find out what's covered and how quickly we'll respond. The fastest way to report a repair is via our online services. You'll find all the details here too
- 1. Repairs service
- 2. Emergency repairs
- Gas leaks 0800 111 999
- Electrical supply 0800 195 4141
- Home water supply 0845 745 2200
- Leaks in street 0800 330 033
- Police enquiries 101/ emergencies 999
- 3.Non-emergency repairs
- 4. Your repairs responsibilities
Our skilled repairs team fix problems for our customers every day. The quickest and easiest way to report a repair is online. Sign up for online services here to book, track and manage any repair 24/7. Before logging your repair please check that it’s our responsibility, not yours, by checking Your Repairs Responsibilities. We’ll repair faults caused by fair wear and tear but not damage caused by you or visitors to your home.Taking care of our homes day in, day out
Your repairs request will typically fall into one of the following categories: Emergency Repairs – These are faults that could seriously damage your health or the property and are dealt with within 4 hours. In an emergency you should call 01925 452452. Non-Emergency Repairs - For all non-emergency jobs we will offer an appointment within 15 working days. The quickest way to report a non-emergency repair is online. Planned Improvements -If several properties have a similar non-urgent problem, we’ll carry out the repair as part of a planned home improvements programme.Responding to repairs
If there is a repairs emergency call us immediately on 01925 452 452 to report the problem. You can contact us 24 hours a day, 7 days a week, 365 days a year. The table below outlines what we class as an Emergency Repair and how quickly we will respond to it. Uncontrollable leaks or bursts Blocked drains resulting in the presence of foul waste Total loss of power or lighting on the ground or first floor Immediate risk of structural collapse Unsecure doors or windows Repairs to toilets or cisterns where foul waste is present (if only one toilet available) Leaking or unsecure gas appliance Faulty smoke or CO alarms (constantly ringing) Loss of heating and/or hot water* *A 48 hour priority for completion is in operation for properties without heating and/or hot water. The call centre team will determine whether this is an emergency or a 48 hour priority depending on individual circumstances and the prevailing weather conditions. We always prioritise emergency repairs because they may cause immediate damage to the home or pose a risk to your health and safety.We class an emergency repair as something that poses a risk to lives or properties.
What's covered?
Response time
4hrs
4hrs
4hrs
4hrs
4hrs
4hrs
4hrs
4hrs
4hrs
Report an emergency repair on 01925 452 452
Other useful numbers
If a maintenance or repair job is needed in your home but doesn’t pose a risk to the property or you and your family, it isn’t classed as an emergency. We pride ourselves on offering a service that’s fast, easy and convenient, especially if you report it online, where you can report and schedule repairs 24/7. Check before you report Is the repair our responsibility or yours? Examples of Non-Emergency Repairs and our response times are outlined in the table below. Minor repairs to kitchen units Minor repairs to bathroom sanitary fittings and fixtures Minor plastering to walls and ceilings Minor repairs 15 days to or replacing internal doors General repairs to boilers, fires and radiators What are non-emergency repairs?
Type of repair
Response time
15 days
15 days
15 days
15 days
15 days
Which repairs are my responsibility?
We will carry out the majority of any repairs caused by fair wear and tear to your home. However, the day-to-day upkeep of your home is your responsibility.
Your tenancy agreement outlines some of the tasks we expect you to take responsibility for. Generally these are small maintenance and repairs jobs you should be able to carry out to keep your home in good working order.
| Repairs or items you are responsible for: |
|---|
|
Equipment, fixtures or fittings belonging to you |
|
Light bulbs, electric plugs, fuses, fluorescent tubes and starter motors (except in communal areas) |
|
Electric fires: light bulb replacement |
|
Minor plaster defects that can be made good with a DIY filler |
|
Damage caused by you, your family or visitors to your home |
|
Boundary dividing walls, fencing and hedging (except those supplied by us) |
|
Any repairs due to misuse, or damage to fixtures and fittings not caused by normal wear and tear |
|
Washing lines |
|
Garden maintenance including paths and patios installed by you |
|
Door furniture provided or fitted by you |
|
Additional, keys, locks, bolts, handles and latches, including where keys are lost or stolen |
|
Smoke alarms: disposable batteries testing and replacement |
|
Outbuildings, sheds, garages or greenhouses other than those supplied by us |
|
Bath, sink and WC waste pipe and gully cleaning where blockages result from neglect or carelessness by you, members of your household or visitors |
|
Ensuring that your own fittings, such as cookers, are installed correctly and meet current safety standards |
|
Easing and adjusting internal doors |
|
Condensation problems |
If you’d like us to carry out repairs that are your responsibility, this can be arranged. However, we will charge you for this.
We ensure that all of our homes have building insurance to protect them from major issues but it’s up to you to pay for your own home contents insurance and to insure your own personal belongings.
Our skilled repairs team fix problems for our customers every day. The quickest and easiest way to report a repair is online. Sign up for online services here to book, track and manage any repair 24/7. Before logging your repair please check that it’s our responsibility, not yours, by checking Your Repairs Responsibilities. We’ll repair faults caused by fair wear and tear but not damage caused by you or visitors to your home.Taking care of our homes day in, day out
Your repairs request will typically fall into one of the following categories: Emergency Repairs – These are faults that could seriously damage your health or the property and are dealt with within 4 hours. In an emergency you should call 01925 452452. Non-Emergency Repairs - For all non-emergency jobs we will offer an appointment within 15 working days. The quickest way to report a non-emergency repair is online. Planned Improvements -If several properties have a similar non-urgent problem, we’ll carry out the repair as part of a planned home improvements programme.Responding to repairs
If there is a repairs emergency call us immediately on 01925 452 452 to report the problem. You can contact us 24 hours a day, 7 days a week, 365 days a year. The table below outlines what we class as an Emergency Repair and how quickly we will respond to it. Uncontrollable leaks or bursts Blocked drains resulting in the presence of foul waste Total loss of power or lighting on the ground or first floor Immediate risk of structural collapse Unsecure doors or windows Repairs to toilets or cisterns where foul waste is present (if only one toilet available) Leaking or unsecure gas appliance Faulty smoke or CO alarms (constantly ringing) Loss of heating and/or hot water* *A 48 hour priority for completion is in operation for properties without heating and/or hot water. The call centre team will determine whether this is an emergency or a 48 hour priority depending on individual circumstances and the prevailing weather conditions. We always prioritise emergency repairs because they may cause immediate damage to the home or pose a risk to your health and safety.We class an emergency repair as something that poses a risk to lives or properties.
What's covered?
Response time
4hrs
4hrs
4hrs
4hrs
4hrs
4hrs
4hrs
4hrs
4hrs
Report an emergency repair on 01925 452 452
Other useful numbers
- Gas leaks 0800 111 999
- Electrical supply 0800 195 4141
- Home water supply 0845 745 2200
- Leaks in street 0800 330 033
- Police enquiries 101/ emergencies 999
If a maintenance or repair job is needed in your home but doesn’t pose a risk to the property or you and your family, it isn’t classed as an emergency. We pride ourselves on offering a service that’s fast, easy and convenient, especially if you report it online, where you can report and schedule repairs 24/7. Check before you report Is the repair our responsibility or yours? Examples of Non-Emergency Repairs and our response times are outlined in the table below. Minor repairs to kitchen units Minor repairs to bathroom sanitary fittings and fixtures Minor plastering to walls and ceilings Minor repairs 15 days to or replacing internal doors General repairs to boilers, fires and radiators What are non-emergency repairs?
Type of repair
Response time
15 days
15 days
15 days
15 days
15 days
Which repairs are my responsibility?
We will carry out the majority of any repairs caused by fair wear and tear to your home. However, the day-to-day upkeep of your home is your responsibility.
Your tenancy agreement outlines some of the tasks we expect you to take responsibility for. Generally these are small maintenance and repairs jobs you should be able to carry out to keep your home in good working order.
| Repairs or items you are responsible for: |
|---|
|
Equipment, fixtures or fittings belonging to you |
|
Light bulbs, electric plugs, fuses, fluorescent tubes and starter motors (except in communal areas) |
|
Electric fires: light bulb replacement |
|
Minor plaster defects that can be made good with a DIY filler |
|
Damage caused by you, your family or visitors to your home |
|
Boundary dividing walls, fencing and hedging (except those supplied by us) |
|
Any repairs due to misuse, or damage to fixtures and fittings not caused by normal wear and tear |
|
Washing lines |
|
Garden maintenance including paths and patios installed by you |
|
Door furniture provided or fitted by you |
|
Additional, keys, locks, bolts, handles and latches, including where keys are lost or stolen |
|
Smoke alarms: disposable batteries testing and replacement |
|
Outbuildings, sheds, garages or greenhouses other than those supplied by us |
|
Bath, sink and WC waste pipe and gully cleaning where blockages result from neglect or carelessness by you, members of your household or visitors |
|
Ensuring that your own fittings, such as cookers, are installed correctly and meet current safety standards |
|
Easing and adjusting internal doors |
|
Condensation problems |
If you’d like us to carry out repairs that are your responsibility, this can be arranged. However, we will charge you for this.
We ensure that all of our homes have building insurance to protect them from major issues but it’s up to you to pay for your own home contents insurance and to insure your own personal belongings.