Report an non-emergency repair online:
non-emergency repairs form (24/7)
Updated timescales can be found here.
Looking after your home is a partnership between Homes Plus and you.
We are responsible for most, but not all of the repairs that could be required during your tenancy.
Click the buttons below to find out what is your responsibility and ours, and what to expect from our repairs service.
Repairs policy and timescales
Our repairs timescales have been updated to make it clearer when we are aiming to attend and complete emergency, routine and major repairs. You can see these updated timescales, below or visit:
Latest repairs service status
- Emergency Repair – Attend within 4 hours
- Emergency Repair (heating and hot water) – Attend within 6 hours
- Emergency Repair (damp and mould) – Attend within 24 hours
- Routine Repair – Complete within 17 calendar days
- Major Repair – Complete within 60 calendar days
Find our full repairs policy on our customer documents page.
This updated policy applies to all landlords in the Housing Plus Group, excluding The Wrekin Housing Group. A separate Repairs and Maintenance Policy is in place for customers of The Wrekin Housing Group.
Later in the year, we’ll be working on a new repairs policy for the whole of the new Housing Plus Group and we want to hear from you. If you would like to get involved with shaping our new repairs policy, please let us know by emailing CustomerInvolvement@housingplusgroup.co.uk or calling 0800 048 8955.
Buildings Insurance and Contents Insurance
If you don’t have contents insurance, your personal belongings are not insured in the event of:
- a fire
- flood
- burst pipe or leak
It could cost just a few pounds a week and bring you peace of mind.
Your responsibility
- Condensation management
- Blocked sink, bath, shower or toilet
- Lost key
- New bulb for lighting inside your home or for your security lighting
- Cracked/smashed windows
- Fixtures and fittings (e.g. curtain rails)
- Minor cracks to plaster inside your home
- Replacing a blown fuse
- Decorating the inside of your home
Our responsibility
- Lighting in communal entrance or landing
- Window won’t close or open
- Broken shower (if we fitted it)
- Leaking roof
- Loss of power
- Problem with your hot water or heating
- Repairing tap or kitchen unit
- Damaged electrical socket
- Replacement toilet seat
- Inspect and take action over damp and mould
Who carries out my repairs?
Following our recent merger with Housing Plus Group, you may notice some changes when our teams visit you or contact you.
Trades colleagues, who may have previously worn different uniforms or logos such as Homes Plus or Property Plus, will begin to use the new Housing Plus Group identity.
You may see:
- New uniform colours and logo
- Updated vans
- New-look ID badges and letters
While things may look a little different, it’s still the same trusted teams delivering your services.
Your safety remains our priority. Please remember:
- Always ask to see ID
- Contact us if you are unsure about a visitor
If you have any questions or concerns about these changes, please get in touch with us – we’re always happy to help.