Report an emergency repair by calling 0800 048 8955 (24/7)
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. You can check our shared responsibilities below, as well as requesting non-emergency repairs quickly and easily online.
Repairs are carried out by the skilled teams in Property Plus.
Homes Plus and Property Plus are part of Housing Plus Group. Delivering this work in-house helps us get the best value for money and means that we can ensure that repairs are carried out safely, to our high standards.
You can also find information on things that customers often ask us about – including how to obtain permission for DIY and alterations.
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
We’ve updated our repairs policy
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.
Emergency Repair – Attend Within 4 hours
Emergency Repair (heating and hot water) – Attend Within 6 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.
We are sorry if you are having to wait longer than usual for a repair.
This is due to the extremely high demand for repairs. Please bear with us, as we are doing everything we can to resolve this temporary situation. We are bringing in extra resources to help tackle the backlog and will continue to keep you informed. Thank you for your patience during this time.
Emergency repairs are not affected.
Sometimes, customers need to move into temporary accommodation. This is usually because of a repair needed to their home due to an event, such as a fire or flood, or because it will not be safe for repairs work to be completed whilst you’re living in your home.
Our supported temporary move policy sets out what you can expect from us when you need to move out of your home temporarily.
Please note, if you have caused the damage to the property either deliberately or through your negligent actions, we may not always help with temporary accommodation.
Customer documents
Have you seen our handy ‘how to’ videos?
We’ve created some handy ‘How To’ videos to help you deal with issues you may encounter around your home. Learn how to unblock your sink, locate and turn off your stop tap, and isolate a leak.
You can also discover what to do when your fuse box ‘trips’ – and how to find out what is causing the problem.