Report an emergency repair:
If you have an emergency repair please call us on 0800 048 8955 (includes out-of-hours emergency repairs).
An emergency repair is a problem that represents an immediate risk to safety, security or health, such as:
- No heating or hot water
- Major damage to the structure of your home
- An uncontrollable water leak
- A gas leak – If you smell gas or fumes, you must immediately call the National Gas Emergency Service on 0800 111 999 and ensure you are safe before reporting it to us on 0800 048 8955
- A dangerous electrical fault
- An unsecure front door or window causing a security issue
- Damp and mould
All repair requests are categorised in our responsive repair and heating/hot water repair timescales listed below.
Report a non-emergency repair:
Repairs are an important part of looking after your home. Sometimes repairs are necessary because of general wear and tear, or because things go wrong and need a little extra attention.
You can request a non-emergency repair by completing our online form below (please DO NOT use this form to report emergency repairs).
An update on our repairs service
We’re sorry if you have waited longer than usual for us to carry out a repair.
Due to a high demand of emergency repairs and damp and mould repairs, it is taking longer than we would like to complete routine and major repairs.
Our Priority Repairs Team are helping to reduce the backlog of repairs and we have updated repairs timescales to let you know when to expect your repair to be completed.
Emergency repairs will not be affected.
Find more information about damp and mould repairs here.
Responsive repair timescales
We have upgraded our repair timescales to ensure that repairs are completed quickly and efficiently.
Please note that adverse weather conditions can impact on us being able to deliver repairs within these advertised timescales.
This is what you can expect from our new and improved service:
Damp and mould repairs
- Emergency – attendance within 24 hours
- Significant – attendance within 10 working days
- Routine – please see routine repairs information below
Within 4 hours
Emergency repairs that present a health and safety risk and/or cause real danger to people or property e.g. unsecure door/window causing security issue.
Within 24 hours (Monday – Friday)
Non-emergency repairs that take less than 1 hour to complete and cause significant inconvenience but are not a health and safety risk e.g. replacement tap.
Within 17 days
All other minor repairs that are not urgent e.g. joinery repair
60 days*
*The timescale may increase if specialist work is required.
Major works where the cost is more than £500 or will take longer than a day to complete e.g. rebuild a brick wall
Responsive heating and hot water repairs
All heating and hot water repairs to our homes are carried out by our contractors, Sureserve Compliance Central Limited and PH Jones. You may also see Ashley & McDonough Ltd carrying out repairs in our Retirement Living buildings and other communal areas.
| 6 hours |
| Emergency – e.g. no heating or hot water, uncontrollable water leak, or report of gas leak, carbon monoxide or fumes. If you smell gas, you should immediately call the National Gas Emergency Service on 0800 111 999 who will tell you what to do. |
For all emergency repairs, an engineer will attend within six hours to make safe and fix the problem. If this is not possible alternative heating will be provided until the issue can be resolved within the timescales listed below:
| 5 days |
| Gas combi boiler repair. |
| 10 days |
| Fire back boiler, solid or oil fuel appliance repair. Solar thermal system repair. |
| 15 days |
| Non-urgent e.g. problem with room thermostat, radiator valve or dripping radiator |
Please note that adverse weather conditions can have an impact on our contractors being able to deliver repairs within these advertised timescales.